Inchcape Jaguar Land Rover Service Centre Reviews Summary

Customer Service

Pros:

• "Great customer service. Enjoy a coffee or tea while working online and waiting for your car to be ready."
• "As soon as I got to the service centre, I was met by polite and friendly staff who explained the whole process."
• "Polite and professional engagement from the outset. All staff were helpful and ensured I knew what was happening."
• "Thank You Terasa for looking after us so well. Car was ready on time, nice & clean and at the cost agreed."
• "I was greeted by your assistant Sarah hearse when booking in my car, she was very polite and helpful, and knowledgeable regarding the products."

Cons:

• "Absolutely appalling customer service!!!!"
• "Charged £150 for a diagnostic fee. Kept my car for 1 week only to confirm they don't know what the problem is."
• "AVOID AT ALL COSTS! A long way from the service levels you expect for JLR and not at the same standards as peers across the country."
• "Very poor dealership ordered parts for collection for a customer only to be told you can’t pay over the phone with card details."
• "I booked a courtesy car a month in advance, but none was available on the day."

Communication

Pros:

• "I was kept up to date on progress throughout the day and they were extremely helpful in insuring I got my car back the same day."
• "Writing to be express my satisfaction with my recent visits to Inchcape. Since being assigned Zara as service advisor the service has been exceptional. Kept informed at all times."
• "Our vehicle was in for its first annual service at the Guildford Service Centre, and Zara Rojos kept us informed along the way, was very professional and genuinely empathetic."
• "Service Advisor Zara Rojas was at all times courteous, efficient and well informed when I dealt with her during the service of my vehicle."

Cons:

• "Went in for a day repair and ended up being with you for 2 months due to lack of availability of parts. Trish was the only person who seemed to care."
• "Booked a service 8 weeks ago, we agreed early collection to ensure the car was returned by 4pm for the school run and paid for collect and deliver service."
• "My recent visit was for a safety recall which obviously wasn’t an ideal reason to need to take the car in when it’s not even a year old. Despite my annoyance at the situation, the Guildford Inchcape service centre actually had me leaving quite happy and glad the car had gone in which was a pleasant surprise."
• "If I could give a negative rating, I would. Incredible that the word 'Service' appears in their description as that couldn't be further from the truth, unless you want to be insulted."

Quality of Service

Pros:

• "Perfection. My LR was diagnosed and fixed the following morning. I’ve now dealt with Jardine, Harwoods and Stratstone and Inchcape have so far been the best by a country mile."
• "First experience of this dealership's service centre, as this was my car's first service interval. I received first class service from start to finish, wasn't kept waiting too long and wasn't passed any unexpected hidden charges."
• "Had a service here. Was really impressed. Seamless experience, I called up, got a slot booked within a couple of days, and they let me know my MOT was due so we booked that in too."
• "Super speedy and quality service. Everyone was very kind and helpful. The team even touched up the wheels by applying some colour to the wheel where it has been curbed."
• "Service itself was good & repair was done."

Cons:

• "Unfortunately, I cannot say much good, and I doubt that anyone will read this. Actually, the only good thing I could say is about Zara. She is always helpful and courteous."
• "Standard of work done in the garage is fine, customer service is absolutely awful."
• "My iPace was meant to have a heater fault fixed after a 5-week wait for parts. But the part never came."
• "Just had my Land Rover (cam belt etc) serviced and mot but on the VHC check I’m told that it urgently requires both lower control arms, a prop shaft centre bearing, one tyre which is 91% worn and a number plate bulb at a cost of over £3000 pounds on top of the £1240 service."
• "I took my FSH LR Discovery Sport in for a 63k mile service. Was called by Callum at end of day 1 with a long list of items as well as the need to pay 2x £125 for further 'investigations' not included in the service."