Group 1 Jaguar Watford

Some of the worst service I have ever received from any business. Took my car in for a repair under extended warranty, having already diagnosed the issue at home with a reader. Issue was confirmed by the dealership relatively quickly and I was presented with a chance to authorise work for around £1,800. When I reiterated that the vehicle was under extended warranty, I was told they would deal with it with the warranty people. Calls went unanswered, promised callbacks never came, but eventually I was told that they were waiting for a response from the warranty people. So after nearly two weeks with no progress I called the warranty people myself who confirmed that no contact had ever been made with respect to my vehicle before my own call. I went and collected my vehicle the next morning. That afternoon I finally got a call back from the dealership saying that the warranty people had responded but wouldn't approve a repair without 2h or stripping down to confirm the issue (this will be important later). This would cost upwards of £500, which may or may not be covered by the warranty. When I told the advisor that I the car was no longer even at the dealership and confronted him with information I'd uncovered, there was no apology, just an offer for me to book the car back in, which I obviously didn't do. That day I put a call into another dealership, who confirmed that the workshop was full but they booked me in for around 6 weeks' time. I went to the appointment, the next day I got an update that the problem was confirmed, diagnosed, work authorised under extended warranty, parts ordered and that the vehicle would be ready the following day. This only confirmed what I had suspected: that the Service department at Group 1 Watford is being operated negligently (at best) or dishonestly (at worst). I will never dare entrust my vehicle to them again. A big shout-out has to go to the wonderful reception team who are the poor souls left to deal with the customers ignored by the Service advisors. Hopefully they can find themselves positions elsewhere where they will be more valued.

The worst service I've ever received from a car garage. They kept promising the work on my Jaguar would be done "today or tomorrow", but FIVE WEEKS went by with no progress (and no car) - and whenever I called, I couldn't get hold of anyone - I'd be promised that "Harry" would call me back, but despite calling multiple times per week, he never did. I ended up having to just turn up and take my car back and take it to another garage. I regret ever going to this garage - what a huge waste of time and money and stress - seriously, avoid at all costs.

If I could give zero stars, I would. Took them a full two months to replace a broken drive belt, tensioner, crank pulley and front engine cover. Hard to decide what was more infuriating: the glacial service, or the apparent belief that it was unreasonable of me to expect a quicker response. They'd been proactive when I was buying the car from them; almost indifferent when it came to fixing it. Meanwhile, I had several messages and calls to tell me my service was due and asking me if I wanted to book the vehicle in, oblivious to the fact it had been with them for weeks - long enough for them to service it a hundred times over. When I eventually got to collect the car, I had to wait more than half an hour while they belatedly decided to clean the exterior. Actually comical. The only "upside" of the whole experience is that I'm now a Gold member at Enterprise Rent-a-Car. Not my plan when I bought a Jaguar last year. I can't think of any circumstances that would tempt me to take my Jaguar back to Group 1. It's a lovely car, but I'd rather sell it than let them have the keys again.

I recently purchased a used vehicle from Group 1 JLR Watford. While there were initially quite a few gaps in communication at the start of the process, I was incredibly impressed by how everything was turned around. A massive thank you to Lee Colgan, who was brilliant in getting everything organized, planned, and sorted under an incredibly tight timeline. Thanks to his hard work, I was able to take delivery of the car within 24 hours of placing the order! Furthermore, any mechanical or cosmetic gaps that were identified during the initial vehicle checks were completely rectified and dealt with beforehand. The team ultimately handled the initial hiccups as best they could to ensure a safe, smooth, and timely handover. If you are buying from here, I highly recommend asking for Lee!

Con Artists, nothing more nothing less. My grandfather recently took his vehicle there for a service. A car that has been pristinely cared for, with very low mileage. After the service was completed they highlighted a list of repairs they deemed necessary in the near future. For starters, the prices were extortionate, almost £1000 to have rear pads and discs replaced, that quote was supposedly just for the parts too. Mentioned they needed to investigate an oil leak too, another few hundred pounds. We have since taken the car to two separate garages elsewhere who are entirely baffled by the information given by jaguar. Both garages checked the brakes and said they’re absolutely fine, and neither garage found any evidence of an oil leak. Not just one garage.. 2! One of these garages provided a quote for the brakes to be replaced, before checking them, they source the parts from Jaguar themselves and the quote was half of what Jaguar quoted following the service. Then after checking, advised him no work was needed at all. He absolutely will not be returning to Jaguar for any further work on his car. I’m utterly disgusted by their attempt to take advantage of an elderly man

Terrible customer service, after making me believe works were going to be done under extended warranty saying it was 80% likely my works would be covered, forcing me to gamble, they then went on to charge me £345 just for a diagnosis. Pulling out all kinds of small print and saying, "we did tell you there was a small chance there could be a charge" based this and that technicality. This diagnosis is what AI told me in 10 seconds but their "techs" took 3 hours to figure out. Honestly felt like they just wanted to make a quick buck. They then when on to quote me another almost £600 on top of the £345 wanting to charge me nearly £1000 for what my local mechanic has offered to do for £300 including the diagnosis On top of this my car was booked in advance at 8:30am I expected it to be back at the end of day, they kept it for 6 days without calling me to update once. I had to chase daily when I could eventually get through I was told Assad would call me back. He would eventually do so at least an hour later. Obviously they don't care about what it was costing me in the meanwhile. They listened to all my concerns and points and it was obvious they did not care, I was passed over to another service manager who was the most dismissive person I've come across This is after I purchased the car from them directly at the end of last year, you would think after spending so much money with group 1 they would look after you better I would advise anyone to be very cautious when purchasing extended warranty or any other extras they try and sell you at the time of purchase. Their response is purely to try and save face online. The whole we want to resolve this etc is false. The manager Courtney who was the dismissive one deliberately cut the more senior management out of the chain of emails and offered no progress even for the bad service they admitted to

We purchased a lovely car from Group 1 JLR Watford today. Lee Colgan helped us and he made the process very smooth. He was very informative, helpful and knowledgeable. He was in no way a pushy sales guy and I loved that about him. Thanks for the wonderful experience Lee!

Always seems to be a big problem to find onsite parking when dropping car off for service. Latest visit ended up waiting 25 minutes for service reception just to pick keys up after service completed. Car not washed or valeted as promised.

Avoid Group 1 Jaguar Watford. My 2021 Jaguar F-Pace PHEV was recovered here following an electrical breakdown, and they held my vehicle for a shocking 30 calendar days. Throughout this entire month, communication was entirely non-existent unless I actively chased them. I was charged £864 for diagnostic that yielded no new information, followed by a demand for £2,130 to repair a High-Voltage Coolant Heater (HVCH) failure. This is a widely documented, inherent manufacturing defect across 2021 JLR plug-in hybrid models. Despite this being an established component defect rather than standard wear-and-tear, this dealership completely refused to pause billing or assist in submitting a Manufacturer Goodwill Request to JLR Corporate. Furthermore, they actively refused to provide an official, uncropped JLR TOPIx/Pathfinder diagnostic report PDF matching my vehicle's unique 17-digit VIN to prove the legitimacy of their work. Instead, they sent a cropped, unidentifiable snippet. To recover my personal property, I was forced to settle the invoice under severe financial duress and formal protest. When I raised a formal complaint, management (Kevin) explicitly requested a 7-day investigation window, which they completely blew past. They have since ignored a Final Letter Before Action and entered total radio silence. This branch operates in complete bad faith and directly breaches the Motor Ombudsman's Service and Repair Code. Internal discussions are now closed. I have officially launched a Section 75 claim with my credit card provider to recover my funds due to breach of contract and duress, alongside an official escalation to the Motor Ombudsman and JLR Corporate Client Care. Avoid this dealership at all costs.