Simone Durbin

I had a positive experience with Jaguar Land Rover West Columbia that resulted in my car's years long problem getting fixed. Everyone I worked with was professional, attentive, and genuinely committed to h Columbia that resulted in my car's years long problem getting fixed. Everyone I worked with was professional, attentive, and genuinely committed to helping me. I’m grateful for their persistence and outstanding service. More

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As always my service request was handled by Marcus in a timely manner. His customer service and attention to the details are always helpful. timely manner. His customer service and attention to the details are always helpful. More

by DANTEMERRELL Verified Customer Verified Customer

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Simple problem that took 4 months to resolve and it was only resolved by Manger Simone Durbin who straightened out the mess in quick order. only resolved by Manger Simone Durbin who straightened out the mess in quick order. More

by rcb7007 Verified Customer Verified Customer

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Great and amazing service from start to finish! Simone found me the exact car I had been searching for and made it happen, Deb in finance put it all together for me quickly and was very helpful al Simone found me the exact car I had been searching for and made it happen, Deb in finance put it all together for me quickly and was very helpful all around. I would highly recommend anyone who is looking for a Range Rover to buy at this dealership. I am so happy with my purchase 10/10. More

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What a great dealer, I would recommend them to anyone looking at buying a Jaguar / LandRover looking at buying a Jaguar / LandRover More

by adam@sippio.io Verified Customer Verified Customer

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Their flexibility and impeccable service is unmatched! I always feel well taken care of when I visit their shop! I always feel well taken care of when I visit their shop! More

by MELISSABURIAN Verified Customer Verified Customer

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Review of Jim Coleman Jaguar Sales Experience Positive Aspects Let me begin by acknowledging the professionalism and warmth of the team members I interacted with. From the initial communication to finali Aspects Let me begin by acknowledging the professionalism and warmth of the team members I interacted with. From the initial communication to finalizing the purchase, every staff member I encountered was courteous, empathetic, and genuinely tried to help resolve the situation. Special thanks to Debi, Simone, and Mike Areata for stepping in and seeing things through. Despite the tension of the situation, their handling of the matter was respectful, and I left feeling valued, which speaks volumes about the character of the individuals representing the dealership. Frustration with the Online Purchase Workflow That said, I encountered a significant and unnecessary hurdle that severely undermined the efficiency and intent of completing an online vehicle purchase. I had chosen to initiate the purchase through CarGurus and submitted all necessary financing and documentation well in advance of my scheduled appointment. This should have secured the vehicle and minimized time spent at the dealership — as advertised. Unfortunately, while en route and after confirming my appointment, I learned from my sales contact, JD, that the car I had effectively purchased online was being sold to another customer — just minutes before my arrival. It wasn’t until two hours later that I was informed the other buyer's financing had fallen through and I could proceed with the purchase. This lack of coordination between the dealership and the third-party platform not only caused unnecessary stress and confusion but also undermined trust in the online buying process — something that’s supposed to make things easier for everyone involved. Root Cause and Recommendations Primary Issue: There appears to be a gap in the dealership’s internal workflows that prevents timely reservation or flagging of a vehicle once a customer completes key online purchase milestones through third-party platforms like CarGurus. Recommendations for Improvement: Real-Time Vehicle Locking System: Implement an internal policy and tech solution that places a temporary hold on a vehicle once financing and buyer intent are confirmed through a partner platform. Even a 2–3 hour hold window would provide protection for both the buyer and the dealership until in-person processing is completed. Clear Cross-System Integration Protocols: Work closely with platforms like CarGurus to ensure that dealership systems receive automatic alerts or flags when a customer completes a financing step, selects a vehicle, and confirms an appointment. This integration would help avoid miscommunications or double-sales scenarios. Internal Communication Playbook: Sales staff should be fully briefed when a customer has completed a remote purchase process. JD, while courteous, seemed unaware of the purchase status and the dealership's obligation to honor the transaction, which delayed the resolution and created an awkward interaction. Customer Escalation Pathway: Give customers a clear point of contact (e.g., Customer Experience Manager) when issues arise mid-purchase, especially for online transactions. Empower that person to step in quickly and proactively rather than relying on the customer to seek out help. Set Expectations Transparently: Online buyers should receive confirmation that their vehicle is officially held, or if not, they should be informed of that upfront. Misleading buyers into believing a vehicle is secured when it isn’t is not only frustrating — it erodes brand trust. I walked away with the car I had hoped to buy, and I’m genuinely grateful for the effort your team put in to make that happen. However, the path to get there was rocky and avoidable. In today’s digital-first retail world, customers expect that an online transaction holds the same weight and assurance as any in-person process — and rightly so. More

by guy.mincey Verified Customer Verified Customer

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Hats off to Will Brown, John Goldring, Debbie Bell and Simone Durbin as this was an absolutely exceptional buying experience Simone Durbin as this was an absolutely exceptional buying experience More

by adam@sippio.io Verified Customer Verified Customer

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It was a pleasure working with the dealership. Everyone was great. Will definitely return again. Everyone was great. Will definitely return again. More

by MYMCDONALD74 Verified Customer Verified Customer

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Exceptional experience. Love my vehicle. Will tell the world about your dealership! Many thanks for your help. Love my vehicle. Will tell the world about your dealership! Many thanks for your help. More

by MAZIAR Verified Customer Verified Customer

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