Extremely Disappointed – Dealership Damaged My Sunroof, Attempted to Charge Me $6,000, Then Refused Future Service After Admitting Fault
On October 5, 2025 I brought my Jaguar F-Pace S to Jaguar Dallas for a standard service appointment. While the vehicle was in their possession, the technician was performing electrical testing and opened and closed the sunroof several times. During that process, the sunroof broke completely away from the frame . My sunroof was fully functional when I dropped off the vehicle and had never exhibited any issues prior to this visit. A short time later, I received a call from the service department informing me that the entire sunroof assembly would need to be replaced, as it could not be repaired, and that the cost would be approximately **$6,000.** When I challenged that quote, a second representative called me back offering what sounded like a “discount,” stating that they would cover most of the cost if I paid **$1,000.** This kind of back-and-forth felt like a sales tactic rather than an honest attempt to resolve a mistake. I again refused, explaining that the damage had occurred while the car was under their care and that I should not be responsible for any part of the repair. Only after I stood firm did the dealership acknowledge that the damage had indeed occurred in their possession and agree to replace the sunroof assembly at no cost to me. While that seemed like a proper resolution at first, I was then informed that there would be **no warranty** on either the part or the labor because I had not paid for the repair myself. To make matters worse, I was told that the dealership would **no longer service my vehicle in the future.** Direct quote from text message: October 20, 2025 “[Jason] said that we will go ahead and replace the sunroof assembly at no cost to you but will no longer be able to work on your vehicle after this visit. I will get the sunroof assembly ordered and it will take about 7 to 10 days to get in. I will update you once we have the part here as it will give me a better idea of when we will complete. Thank you Reply STOP to OptOut from Snell Motor Company” In my opinion, this approach demonstrates a clear lack of professionalism and accountability. A customer should not be penalized or denied future service for insisting that a dealership take responsibility for damage that occurred under its own control. I had expected a higher standard of integrity and customer care from a brand that represents Jaguar. If you choose to service your vehicle at this location (Jaguar DALLAS, TX - Snell Motor CO), I strongly recommend documenting everything, requesting written confirmation for all communications, and inspecting your vehicle carefully before leaving the premises. This experience has left me deeply disappointed and has permanently affected my trust in this dealership. For anyone experiencing similar issues, I suggest filing a formal complaint with **Jaguar North America** and the **Better Business Bureau**, as both organizations track dealership conduct and can escalate matters when a resolution is handled unprofessionally.
By Shane G.