Summary: My new car was taken for joyrides totaling 150 miles while in the dealership's possession for service. When I presented them (Service Manager, GM, and Managing Partner) with evidence from the car's computer that the car had been driven excessively and after business hours the dealership refused to admit any wrongdoing. Their solution was for me to come out of pocket for the damages done. They choose money over doing the right thing.
Finally, today, after this event began in December I was offered for them to split the cost of repairing the rims with me. They wanted me to come out of pocket for the rims they damaged and rejected any other remuneration. When I pushed back the GM asserted that my evidence "must be wrong because their technician said he didn't do it." Awesome.
My experience at Jim Cole man is always the most top notch professional career guided experience. When you arrive there are folks like Richard and Andrew that are always at your beck and call. They are truly knowledgeable, always will and able to guide and walk you through a tough experience like leaving your car that is a second expense if not some folks 1st expense on their life. I always try to do what is needed as asked as a customer to have a mutual poise and graceful experience. Thank you all so much for making me feel special as well as being available to help and explain any discrepancies. Thank you.
My ask was that they repair/replace the damaged rims, provide new tires since the current ones were clearly taken to the cleaners, and give me the extended warranty in case more damage was caused under the hood than anyone knew about. Any car has a time horizon until certain parts need replacing. I have a very realistic concern that the time horizon for expensive car parts was shortened considerably.
Upon bringing the situation to the service manager I was told that I needed to own more of their vehicles to understand this was protocol. You gotta be kidding me. You just... you have to be joking. I tried the next level up in management and was told by the GM, Chris, that there's "no conclusive evidence" this occurred and the technician said he didn't do it. His entire basis was that the person/people who could have abused my car said they didn't do it. He also persisted in ignoring the actual trip data and excessive mileage evidence I had while offering no concrete evidence of his own that nothing had occurred. My experience with the managing partner of the dealership was no better. On a call with him I was treated like I was the problem and he also stood me up for a subsequent meeting to discuss the issue.
Here are the facts and the facts only:
When I picked up the car and saw the egregious amount it had been driven I searched the car's computer for trip data and recorded it before leaving the dealership. These cars automatically record data from the last three individual trips - speed, time, acceleration scores, and overall driving scores. The trip data showed trips with acceleration scores so high I've been unable to duplicate them and HIIIGH speeds. So in addition to having been driven WAY to far for the service required, evidence also shows it was driven recklessly and aggressively. Completely out of line treatment for a vehicle in their care. The rims were also damaged. Lastly, the data showed one trip occurring at 9:30 pm and the next at 7:30 am. Well outside of service business hours. One might think it had been taken home. One might think that. At no point was I asked for permission to do this and in fact was told by the service guy that only 6 miles were put on the car when I came to pick it up. I asked him before checking the final mileage myself. He had lied not expecting I had the original mileage.
Took my Jag here for service, excellent customer service, was in and out in less than an hour. Since I was waiting i went to the front of the line. Will definitely return, and definitely recommended!!!
I went "browsing" yesterday at JC Jaguar and was immediately greeted by Martin. He patiently came outside and waited by the entrance door - to let us know he was available but he was not "all over us", which was nice. He introduced himself and asked how he could help us. We told him we were JUST LOOKING and wanted to test drive so we could decide which car we MAY buy in the future. He asked a few questions to get an idea of what we wanted and without hesitation, grabbed a few keys and began to show us the features of cars (pre-owned and new). On the test drive he was amazing - really wanted me to "open up the car and experience it". We returned to the dealership to get an idea of what was on the lot and were further helped by Steve, the GM, who direct and considerate. Fast forward ... we were shown a gorgeous model to "just see" and drive since it had what we wanted. Next thing, we were still "seeing" if we could get the numbers to where we were comfortable. At no point did anyone push/rush us and they always acknowledged we were in control of the deal (as much as a customer can be :) ... The finance person, Nick, was also amazing. Both he and Steve worked together to get us to a comfortable payment. Our "just looking" became a congratulations on your new car! We were treated with respect and courtesy and were afforded the excellent customer service you expect at this price point. Thank you Martin, Steve, and Nick!
I've heard really great things about this dealership, so I was a little taken back by the way I was treated. I checked out a few F-Paces outside in the parking lot, but decided to go inside so I could check out the interior and hopefully talk to a salesperson about leasing. Nope! I was literally the only potential customer in the showroom area, and not a single salesperson asked if I needed any help. I sat inside the F-Pace driver's seat and the backseat, but the sales folks just ignored me. Didn't even look in my direction. I just grabbed a brochure and walked out. Not cool...
CAR TAKEN FOR JOYRIDE WHILE IN FOR SERVICE. DON'T DO BUSINESS WITH JIM COLEMAN CAR DEALERSHIPS.
They were supposed to fix the side view mirror and UBS outlet. No need to take the car for anything over 10 miles as I was told by the service guy. Their computers weren't working when I brought the car in which means they couldn't record the mileage so I took a picture which time stamped and location stamped the photo. Their service guy wasn't aware I did this.
Jim Coleman Jaguar is a US Car Dealer based in Clarksville, Maryland. Jim Coleman Jaguar is located at 12500 New Car Dr, Clarksville, MD 21029, USA.
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