Patrick landrover Do not purchase your car from this dealership. They made excuse after excuse, including Covid (bear in mind Covid came months after my original purchase date) but offered no real resolution or meaningful Naperville Illinois

Do not purchase your car from this dealership. The experience you are going to get is akin to going to a sleazy used car dealership with no ethical boundaries. It’s quite a shame considering that they get to use the Landrover and jaguar name which is associated with luxury. 

  I am a four time purchaser of a Range Rover, and typically buy from the Motorwerks family in Barrington. This time I deviated due to what I thought was a good deal, but I should have known that was a trap from the get go.    The whole sale took my entire day as expected, however after the completing the deal the nightmare started. I would like to mention before I dive deeper into my horrendous experience we purchased all the “warranties, protection plans, and coverages that they offered.”   The first problem started when they over promised and under delivered. We were supposed to leave with a 2019 Range Rover with two key FOBs and “red carpet door to door repair service.”   Guess what while making our way out the door, we were told no second key FOB was available (keep in mind we also purchased the key FOB replacement plan), the car was not washed and cleaned because no one was available and they didn’t have Range Rover floor mats in the car as promised with our deal.

We were told to rest assured that they will take out MY old Range Rovers mats which I just traded in and LET me keep them and we would get one key FOB hand delivered the next day. The next day, the next week, the next month all came and went with me making multiple phone calls and text messages, however I received no meaningful response. After enough harassing calls from us someone was shameless enough to admit that they likely lied to us to get us out the door because everyone knows apparently that  in order to get a key, my car would have to be there to get programmed to it!    They made excuse after excuse, including Covid (bear in mind Covid came months after my original purchase date) but offered no real resolution or meaningful response.   If this seems minuscule it’s because it is compared to the real nightmare I’m currently dealing with.

Come August 2020, my cars windshield developed a small chip the size of less than a grain of rice. I called immediately to  report it to the dealership, as they knew I had purchased the select protection plan through Zurich.    Let’s start- I reported it in August, my first two calls went unheard and then the receptionist took a message.  Finally, couple weeks in I made contact with a service member.   I went on to describe the claim, and he said he would take care of it and we spoke about the protection plan and the fact that I still did not have they key. I didn’t even bring up the new floor mats because it seemed like it would be way too much for them to handle. So I thought at this point, in dealing with reputable dealerships like Motorwerks this issue would be taken care of and the proper arrangements would be made.

I offered to bring in my car or for them to pick it up but they said due to COVID they had limited availability and they would let me know when they are ready for me.    Another month went by, no communication from them. I called again, this time when I said what exactly is causing the delay? I understand there is Covid but it’s been a month with no real communication. He replied by saying dont worry ma’am your windshield has been ordered and that’s what we are waiting on.    Unsure at this point how they knew I even needed a new windshield since NO ONE had even cared to even look at it or allowed me to drop off the car so they can view the chip. I complied as this isn’t my area of expertise.    We waited patiently, now another month went by. The chip is extending into a crack- so I called again no answer, no one was courteous enough to explain what we are actually waiting for and a realistic timeline.  

Finally the crack is now extending down and now I am worried for my safety of the glass completely breaking and falling on me while driving. This time I called to figure out when I should expect and when, whatever it is that I was waiting for and why are my concerns not being taken seriously, it’s been three months!!    My final call in, asking for a manager, I was given a time of October first week to actually get in car in to be assessed and fixed after asking relentlessly month after month.   They picked up my car in October, and they have the audacity to tell me that they will be charging me for my windshield since it’s not a chip but a crack which is not covered in my policy! The plan I purchased only covers repair and not replacement.   

So essentially what they told me was that they did nothing for the past three months to look at my car, to make a claim with Zurich in a timely manner, and in the meanwhile my chip turned into a crack and now because it’s a crack- they will not cover it. I don’t know if they just dropped the ball and don’t want to admit it, or if they have some deal with the insurance company that this is how they will deal with these claims so they don’t have to pay out. Either way this is criminal.    Basically, in any case where they don’t want to cover the chip, they will wait it out for it to turn into a full blown crack so they can evade all responsibility.  

I spoke to multiple managers after waiting many days for a call back, and they had no excuses as to why it took them almost four months to assess my car, why they lied to me and told me they ordered a windshield without assessing my car. Thereafter their solution was to have me claim it on my insurance and raise my premiums so I can cover their mistakes and crooked behavior. So why did I purchase this protection plan in the first place?   I have received no solutions or apologizes. Then today the service manager Tony calls me to tell me my car is ready to pick up, and when I asked if we came to a solution to repair my windshield he mockingly laughed and said they will not fix it.   

So here I am, with a car I paid good money for and I feel like I am working with a filthy dealership who has no value and no ethical boundaries that they won’t cross.    Save yourself the trouble and go to a dealership that treats you with respect no matter what car you purchase.   Also don’t be fooled at how they list their name on the internet- sometimes it’s “Patrick dealer group” “Landrover of Napcerville” Jaguar Landrover of Naperville Jaguar of Naperville    They are all part of the same scam dealerships. They can pad their google reviews with fake ones all they want, but you can see how horrible they are on yelp. https://m.yelp.com/biz/jaguar-of-naperville-naperville-4