Sorry but I was actually looking forward to dealing with these guys after reading all the reviews but this place is just mediocre at best. After six phone calls to schedule my annual service to local Jaguar dealer and never being able to talk with anyone beyond the receptionist I decided to look around. The high marks for these guys convinced me to give them a shot, Bill answered and within minutes we had an 8AM appointment scheduled for the following week. I arrived about 15 minutes early for my appointment and there was a service tech busy in the yard moving vehicles around and he even acknowledged me telling me that someone would be in shortly to help me. Needless to say their service writer apparently likes to show up more 8ish than 8 and then you get to go through the whole we got to turn on the computer routine. I find it disrespectful to for a business to assume their time is so much more valuable than mine, if you schedule 8AM appointments then at least be open and ready to accept those appointments.
Okay enough about the trivial, many of the comments I see talk about not just wonderful customer service but lower cost than the dealer. I don't see the lower cost even factoring into the equation. The dealer charges $130 for the annual oil change Kensington $120 plus an additional $130 to inspect the vehicle and follow manufactures guidelines. The dealer always gave me an inspection sheet with my oil change that showed my brake wear and any suggested services and never charged me for checking that. So it appears that Kensington is nearly double the cost from my dealer experience and the dealer even would wash my car, not Kensington, so from an apples to apples comparison Kensington is more expensive for less.
Not only did Kensington let me down on both the customer service and cost of their service but I didn't leave here feeling they knew my car to the level they should. When I go to the dealer I tell them I'm there for the annual service and they tell me what I need, not Kensington they ask me what they should do? Even their recommended follow up service does not coincide with my owners manual and when I asked why they recommend something different I received a story about how these cars burn a quart of oil every 500 miles or so and require frequent oil changes. You don't have to be a mathematical genius to realize by their explanation your vehicle would have no oil after 2,500 miles and the owners manual l have specifically states oil changes annually or 15,000 miles. Not sure I agree with the 15,000 mile recommendation but I put about 5,000 miles a year on my car and have had no issues with the annual recommendation. They do have a plaque prominently displayed for their Certified Jaguar Master Tech, but with a little attention you will see that it has an expiration date of 1997 and that plays in perfectly with this shop as they do seem more suited to work on twenty year old cars opposed to four year old cars.
In all fairness it does appear they performed the filter and oil change they charged me for and I did agree to it, as price was never my real concern; however paying more for less isn't something I will continue with. Hopefully next year when my service comes due the dealership will answer their phone, if not there is a full list of European Car service centers around.