Stratstone Jaguar Service Centre Houghton-le-Spring - Houghton le Spring

Harry H.

Urgent Software Update
I was given notice of an urgent update that was necessary and contacted by Jaguar for an appointment. The receptionist was very polite and thorough and an early date for the work was agreed. A short time later I received a text advising that my vehicle had other issues that would be inspected and again the receptionist was most helpful in extending the length of my appointment. As the date approached I was given reminders by text and confirmed my attendance. On the day I was courteously received provided with coffee and biscuits and a comfortable seat while work was carried out. The work was finished very promptly and without charge. Every aspect of the appointment was handled to the high standards that represent the Jaguar brand.

Kaveen P.

Failure to Accurately Diagnose and Unnecessary Clutch Plate Replacement: The inability to accurately diagnose the root cause of the breakdown led to ambiguity and uncertainty. This was compounded by the unnecessary replacement of the clutch plate, as later evidenced by images obtained from the extended warranty company. This misdiagnosis resulted in avoidable expenses and a lack of trust in the repair process.

Oversight in Warranty Coverage for Hydraulic Cylinders: The primary issue seems to be related to the hydraulic clutch system, specifically the internal collapse of the hydraulic cylinders. This problem, which likely was the root cause of the breakdown, should have been covered by the extended warranty. The oversight in identifying this led to additional, potentially avoidable costs on my part.

Lack of Transparency and Accuracy in Diagnosis: There was a significant discrepancy in communication regarding the removal of the gearbox. Initially, I was informed that this step was a directive from the Jaguar extended warranty, but later I learned that this was not the case. Clear and honest communication is crucial for customer trust.

Timing of Repairs: The repairs were carried out on the 6th day of the 7-day car hire period from the extended warranty. This delay limited my ability to make an informed decision about the car and added unnecessary stress to the situation.

Quality of Workmanship: Post-repair, I noticed that the internal trim of the car was not fitted back properly, leaving noticeable gaps. Further, there were damages on the driver side mirror cover and the door frame. This suggests the work was rushed and not up to the expected standard, especially for a dealership of your standing.

Paul A.

Really pleased with the service I received when I brought my Jag in for you to service. The staff were very helpful and the charge was a bit less than originally quoted. Thank you.

heidi W.

Use this centre for both cars and can’t recommend enough. Customer service is excellent, I have dealt with Kaye on a couple of occasions now and she always goes the extra mile to ensure all needs are met. Todays trip was for a service and a repair job to my rear door which unfortunately got damaged due to a stone in a polish cloth 🙈 however great advice given by the service manager resulted in the full car being sorted so as not to look like it had an odd door ( black metallic ), at a great price too. They also managed to get all the work done in 1 day even though the paint work repair was not booked on.
First class !! Picture shows rear door and how the treatment has revitalised the rest of the paint work 👍

John C.

So rang on 14/10 to book a service, told leave number and I would get a call back..still no call back.must be making so much money they don't need mine..not the best sorry but will update if they do bother to call me back

Peter B.

A pleasure to visit today the new drive in service centre, straight in and into a warm welcome, a quick coffee in the warm while the car is checked in and taken to the service bays, while you relax in the new cafe / service area

Alan J.

Fantastic staff and service. I turned up the wrong day due to an issue of my own making, but Chloe couldn't have been more helpful. Managed to fit my car in for service and returned with a full valet inside and out within hours! Thanks again.

Lynne A.

After an awful stressful and upsetting experience buying from Cazoo I would like to thank all of the staff at Stratstone for their help in getting my car back on the road.

As i hadn't purchased the vehicle from Stratstone and its an older car i thought maybe i wouldn't be seen as a priority customer but each and every member of staff treat us with respect and I was kept updated throughout the process and the health check video and photographs of the parts with issues has made me feel much more confident that the work was carried out to a good standard.