Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 31, 2025, I made the unfortunate decision to visit Land Rover of Boerne to purchase a used 2020 Jaguar XE. I had been working on this deal with a saleswoman named *******. After a three-hour drive, I arrived at the dealership and was met by Rock.From the start, Rocks demeanor was unprofessional. Instead of allowing me to inspect the car I came to see, he immediately criticized my trade-in vehicle. This approach made me feel devalued and unwelcome. I came with the intent to purchase a vehicle, not to be belittled.On January 2nd, I emailed Rock expressing my disappointment. He responded on January 10th, apologizing and offering to make the deal work. He directed me to **** in finance.However, ***** main focus was aggressively pushing an extended warranty. When I declined and mentioned purchasing a warranty from a third party, **** lost interest and stopped assisting me. This behavior was dismissive and unprofessional.I was then told to work with ******, who revealed that **** had lied about the mandatory *********** extended warranty (*********) as the powertrain would NOT cover the Jaguar. This dishonesty was deeply frustrating and shattered my trust in the dealership.I requested the General Manager, **** *******, to contact me. Instead of calling, **** emailed, stating it was best to "part ways." This response was dismissive and disappointing, leaving me feeling brushed aside rather than valued.This experience was hurtful and disrespectful. I also suspect discrimination may have played a role in how I was treated. I am willing to discuss this further if someone with authority contacts **** approached this dealership in good faith, only to leave feeling deceived and disrespected. I hope this complaint prompts serious reflection and action to ensure other customers are not treated the same way

  Business response

  02/03/2025

  Dr. ******,

  I want to sincerely apologize for the experience you had at Land Rover of Boerne. After reading your feedback, its clear that the level of service you received was below what we strive to provide, and for that, I am truly sorry.
  I understand your disappointment, and I want to assure you that your feedback has been heard. I am committed to ensuring that these issues are addressed and that we make the necessary improvements to prevent this from happening again. Thank you for sharing your experience with us.
  Sincerely,
  **** *******
  General Manager
  Land Rover of Boerne

   

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