Jaguar Landrover Annapolis Maryland review: My F-Pace

Let me start by saying that Jaguar Land Rover of Annapolis is the worst dealership EVER! And Penske owned dealerships are to be avoided like a plague as they have the most ridiculous policies known to mankind!

So sometime early March my 2017 Jaguar F-Pace developed problems while driving to work, I re-routed to the Jaguar dealership in Annapolis to get it checked out, as I actually used to be employed there in 2017 to mid-2018. When I got there, all the light on the dash lit up and the car died in the bay. I met initially with a service advisor that goes by JR… (Not sure what it stands for). This guy is the rudest individual I’ve met in the car industry. Before I left, he said my car probably wouldn’t be looked at that day but by mid next day, he’d call me with the details of what was going on with my car. I asked for a loaner vehicle and was told that none were available. The next day I followed up with him by leaving several messages without a call back for 3 days. I now called the receptionist Mira who was the only person that seemed to understand my plight as followed through by getting JR on the phone. JR proceeded to tell me that my car would not be looked at till the end of the next week and that per Penske policy, they don’t work with my warranty company and whatever seems to be wrong with my car, I’d have to pay out of pocket and have my warranty company reimburse me afterwards, oh and by the way, I may be needing a whole new engine and the last time he priced out an engine it was over $20,000.00. Meanwhile until they diagnose my vehicle and my warranty company approves repairs, I cannot get a rental through them. You can imagine my alarmed state at the time trying to do the math in my head, and this guy is so rudely and nonchalantly pounding away with no empathy. I had to rent a vehicle as I had to get to work and it cost me $50 dollars a day. Mind you I’m a car salesman! The next time I followed up with JR, he literally said he won’t deal with me going forward and that another service advisor (Barry) would continue with my case and hung up the phone. I actually drove to the dealership the next day to speak to the GM but was told he was out on training that day. On talking to Barry, I must say he was better composed and better to deal with than JR. So, I’m now 2 weeks into paying out of pocket (mind you I’m still financing the Jaguar F-Pace and owe about 26k on it. The car has 64k miles currently.

Barry added another week and half to my wait time to get any kind of diagnostic on the vehicle, and by this time I was livid to say the least. On 2 occasions that I visited the dealership, I found my car parked out front and unlocked with all my valuables unsecured. Barry, even though a bit nicer than JR, jeopardized getting approvals for the work from my warranty company, as though to intentionally frustrate me.

I reached out to Jaguar USA and they gave me a case number and promised to assist in replacing my engine. They reached out to JLR Annapolis for an estimate on what it would cost to get my car back in order and the dealership responded that I am not their loyal customer so they are not going to send them an estimate. Another Penske policy that’s total…

Now I’m faced with arranging to tow the vehicle to another dealership that’s almost 50 miles away or walking away from the F-Pace that’s really been a money guzzler as just a few months back I had to pay almost $1000 to flush the entire diesel system.