COMPLAINT AGAINST JARDINE MOTORS specifically relating to Adam McCullagh, Head of Business and James Wallis, General Sales Manager. On April 28th 2023 I purchased a Jaguar F Pace p400e from JARDINE Motors Wolverhampton. I paid £53,000 for the vehicle which was 18 months old with 8,000 recorded miles. The new list price of the vehicle was £63,000 representing a depreciation sum of £10,000 or £555 per month. On October 19th 2023, the vehicle broke down with 12,500 miles on the clock. JLR roadside assistance were unable to repair the fault and it was recovered to my local dealership, Inchcape Preston. Disturbed by such a major failure I contacted JARDINE Wolverhampton on October 20th declaring my intention to reject the vehicle in accordance with the Consumer Rights Act. The person I spoke to, questioned my right to do so claiming, that I could only return the vehicle within 31 days of purchase. When I educated him on the Consumer Rights Act, suggested, again incorrectly, that my complaint was outside the six-month rejection window. He then refuted my right to reject stating, incorrectly, that I should have ensured the vehicle was returned to JARDINE Wolverhampton for repair. He further stated that it would be my responsibility to have the vehicle transported from Inchcape Preston to JARDINE Wolverhampton, AT MY OWN EXPENSE. Disappointed by this response I requested a valuation of the vehicle in consideration of a part exchange transaction. They valued the vehicle at £37,000. This represented a further depreciation sum of £16,000 over five months. They claimed that the loss of £3200 per month reflected normal market levels. Not prepared to accept this proposition I agreed a part exchange deal with another JLR dealership, Barrett’s of Canterbury valuing the vehicle at £42,000. Although still disappointed, I was so desperate to revert from the unreliable hybrid technology back to diesel, I accepted the offer. I was unable to complete the transaction because JARDINE Wolverhampton could not give me any indication of the timescale for repair. Over the following four weeks, with no communication from JARDINE Wolverhampton, I engaged with Inchcape Preston who advised me that they, in association with the JLR technical team had been unable to diagnose the fault. I subsequently contacted James Wallis, General Sales Manager of JARDINE Wolverhampton advising him of my intention to submit the issue to the MOTOR OMBUDSMAN. I made a further offer to exchange my vehicle for a diesel model from their stock with a similar retail value but the offer was neither accepted nor even acknowledged. It was simply ignored, as were two further written offers. In November 2023, Inchcape Preston advised that a series of faults had been identified by their diagnostic process but could not definitively identify the core fault. In December 2023, Inchcape advised me that the vehicle would require a new gearbox but could not explain what caused the original gearbox to fail. Inchcape advised that there were no replacement gearboxes available, and could not give any timescale as they were on back order. I relayed this information to James Wallis, again requesting an exchange with a similar value diesel model but the request was, once again, ignored rather than declined. At this point, in accordance with the JARDINE Motors complaints procedure, I emailed Adam McCullagh, Head of Business at Wolverhampton. Five working days later, having received no response from Adam McCullagh, Head of Business, I telephoned him. His PA could not put me through but promised to have him call me back. Adam McCullagh never returned my call. On January 7th 2024, I received an E mail from James Wallis, General Sales Manager advising me that the gearbox had now arrived in Preston and he would be looking for an early resolution to the issue. I contacted Inchcape Preston who informed me that the gearbox and associated parts had NOT arrived but were expected within the next few days. They could not give me an accurate timescale for repair and return but suggested that it would not be until at least mid-February. At this point, I submitted a sales enquiry to JARDINE Wolverhampton regarding a possible part exchange for a specific vehicle from their stock. James Wallis e mailed me with a commitment to review and discuss this with me on Thursday January 11th. As of today, Sunday January 13th, I have had no further communication from either James Wallis or Adam Mcullagh relating to either the exchange proposal or update on the return of my vehicle. Over the past fifteen years with five different models, have been a passionate supporter of Jaguar but my experience with JARDINE Motors and those specific individuals have now caused me to question any future engagement with the brand.