Service Department worked with me to solve a problem - Miguel Ramos
I had a issue with my engine and the service department was very patient and assisted me in resolving the issue. Could not be happier.
Sales - Dmack
Martin Baybutt was excellent from the start. Everyone I came in contact with was wonderful and so helpful. Thanks to everyone at Range Rover, especially Martin Baybutt
Less than stellar sales experience - agator
As most of my friends and family know, I am a bit of a car buff and have gone through quite a few cars in my driving history. My most recent toy of choice was a CPO Range Rover Sport. There isn't a whole lot of inventory of these with the particular options and color combination I was looking for in the general Florida vicinity which led me to a search that spanned a few weeks. I was pleasantly surprised when I found one I wanted at a reasonable price at this dealership in Miami.
I promptly submitted an internet inquiry and was contacted the following day. The sales person, Victor Navarro, got some information from me on what I was looking for and information on my trade in and told me he would follow up with me in about 24 hours. Three days went by without any contact and I kept receiving automated emails from the dealer on if I had found everything I was looking for. I decided to reply and indicated no one every contacted me back after my initial inquiry a few days prior. I was contacted by Victor later that day advising the car I was inquiring about sold the same day I had submitted my inquiry. I thought this was quite coincidental and also questioned why he couldn't be bothered to contact me back to let me know that. I received no legitimate explanation, but he did advise they just took in a lease vehicle that had only 9k miles and a majority of the options I wanted. He advised he would get back to me once he could verify the condition of the car and the trade figures for my car. Once again this struck me as odd as he advised me he was going to talk to his used car manager about my trade almost a week prior when we had initially spoken. I guess this never happened, so I patiently waited again for him to contact me back.
Once again, almost 48 hours passed and no contact so I called back and Victor advised me that the car was available but was in service being certified for the CPO designation so he didn't call me back. He provided me with pricing and a very low figure for my trade. He and I discussed what KBB and CarMax offers for my trade were and he advised he would revisit the issue with his used car manager again. In the meantime, I knew I'd want to move forward with this car as it was priced well and had all of the features and very low miles. I decided at this point I would not want to deal with the financing department at this dealership as the lack of service I was receiving from a luxury car dealership was less than what you would get from a local used car lot. I contacted my credit union and began the loan application process as I knew their interest rate would not be beat either. The next day Victor contacted me and we went back and forth a few times before they agreed to what I wanted to pay for the car and what I wanted for my trade in. Thank god this was all done over email as I would have lost my mind had I been at the dealership dealing with such ineptitude.
It took a few days for my credit union and the dealer to figure out how they would get the draft as I would also need to drive 5 hours down to Miami to pick up the car and sign all the papers. I took a day off work once I knew that the credit union and the dealer had all their ducks in a row. Fast forward to 2 weeks after I submitted my initial internet inquiry. I had asked Victor to have everything ready so I could get in and out in very little time as the financing and numbers were all in order and all I had to do was sign some papers and drive off. I was planning to drive 5 hours down, complete the deal and drive 5 hours back home all in one day.
I drove down to Miami and arrived at the dealer around noon, met with Victor, and test drove the car I was going to be purchasing. At that point all that needed to be done was signing of the papers. It took almost 2.5 hours after I arrived to get into the finance office. That process took all but 10 minutes. Most of the time I was left in the waiting area/showroom floor with my sales person, no where to be found. I've bought plenty of luxury and high end vehicles and have never felt so unappreciated as a customer as I have through this buying experience. I finally left the dealer 3 hours after arriving, before which my sales person had to flag me down as I was about to turn out of the dealership on my way home because they forgot to have me sign something. Mind you spending this kind of money on a car doesn't even get you a license plate frame or key chain or anything, which I found odd as well as Kias, Hondas, and Toyotas I've purchased before have even offered that small token of customer appreciation. I’m so glad that I decided not to finance through the dealer as I wouldn’t have wanted them to make one more cent off this deal given how ridiculous this process had been so far.
My last experience with the dealership came the next day and was also negative as well, which wasn't a shock at the rate this experience had gone over the past 2 weeks. I noticed once I drove the 5 hours home that the luggage cargo cover was missing in the rear. I texted Victor to inquire about getting a replacement as it must have been left at the dealer. He replied a short while later advising it was a used car and there was nothing that could be done about it. He would follow up with the prior owner but that was 2 days ago now and no contact back so I’m assuming now that the sale is complete no one really cares about following up or me as a customer. They didn’t bother when I was a potential customer so my expectations are not high on hearing back. My gripe comes with that fact that this is a CPO car so shouldn’t it be sold like a new car since you’re paying for that extra piece of mind over a regular used car? My next course of action will be to contact JLR corporate customer relations to find out what other avenues I may have given the lack of respect I seem to receive from this place. You’d think a customer would be treated a little bit better given the investment they’ve made and would be better valued for their business.
Raising the bar - josesolares
I have purchased over 17 cars from the Warren Henry dealership group and over 10 Land Rovers from Land Rover North Dade. Their service has always been excellent on both the sales and service fronts. Every time in service, Nestor Alvarez provides what can only be called a phenomenal service experience with quick turnaround times and exceptional service quality