Nathan F

Terrible Service

I purchased a used Jaguar XF from them that was almost 3 years old and have had the worst experience with a dealer so far. To start with i booked an appointment to go and see the above car and when i arrived after a 2 hour drive no one even knew i was coming. They rushed the car down from where ever they had stored it and left me the keys to have a look around. The car was advertised as a portfolio (top spec) but was actually a Premium Luxury which should have told me to walk away. Never the less i fell in love with the car after the test drive and put a deposit on it expecting the usual week for them to prep it. This was a Sunday and by the next day they tell me the car is ready to collect Wednesday. I was of course very happy to get my new car so quick but it was too short notice and i couldn't collect until the following Sunday. I'm then told they need it off the property before the new plate comes out and i would need to come and get it before then. I go and get it on the Thursday and was surprised to see the car looked no different but have been promised they spent hundreds of pounds on it. Whilst driving home i notice the steering wheel vibrating and assume the wheels to be out of balance so i contacted the salesman who sold it to me, he basically tells me its not his problem and to contact the service department. I booked it in for the following week but in the mean time discover one of the back windows will go down but not up with the global open and close. They had a look at the car and said the window needs a new regulator and they would order this in, the wheels have been re balanced and away i went. Annoyingly the vibration was still there and when checking the wheel weights i noticed the front right Tyre is different to the rest. I then ring up to complain about the vibration and odd Tyre to be told that's how the car came and the car would need to be took back again to figure this vibration out. I was sick of the 2 hour drive there and back by now so asked if i could take the car to a nearer dealer, NO was the reply. I stated i have an extended 2 year warranty and they finally admitted i could have warranty work done at another dealer. I took the car to Lancaster Tamworth who were brilliant and found a hard reset sorted the windows out and that a new regulator was not needed. They failed to find what caused the vibration and guessed it was the tires that was the problem, they claimed they would not let any vehicle out with odd tires but then again they are a decent dealer. I contacted Stratsone again speaking to the head honcho who didn't seem interested but let slip that the car was prepped (not very well) months prior to me test driving it and i found out i was lied to by the salesman. This was not the only time i was lied to! I had all 4 tires replaced as the ones on it were not even Jaguar rated at my own cost and vibration solved. So at this point the car was OK but i wanted to check the service history out of curiosity. Its online with jags so i made an account and log in to find no history at all! Another phone call and they put its record straight with all the services being done on the date i phoned up. Great. Now i think finally i wont have to deal with them again until i randomly checked the MOT one day on the government website. Now i was told when i picked the car up by the sales guy that it was serviced and MOT'd in the 4 days prior to me picking the car up as it was 3 years old a couple days after me getting it home. (lie number 2) I now discover the MOT was done 4 months earlier to me picking the car up but not by Startsone. i don't know why the previous owner did this so early and then sell the car. Luckily i have an old S type Jaguar that i use from time to time as the MOT was up whilst i am abroad and the only day i can have it done is a bank holiday so another week must pass before its sorted. I contact Stratstone to ask why Ive been lied to but they tell me they have done nothing wrong in that when they sold the car there was 6 months MOT on it. I explained i was told it was done a few days prior to picking it up and kept getting the same reply 6 months is all that's required by law. Was promised a call from the salesman who sold it. Still waiting!!!!! I personally think that because i was only 20 at the time they thought they could get away with anything and i wouldn't check so have wrote this for other young jag fans and anyone thinking of purchasing from them. I just wanted to add that the salesman that sold it to me was actually the sales manager.