Over the weekend, I purchased a certified XJ from this dealership. Here are the people I dealt with.
Sales Consultant - Tommy Phan
Sales Manager - Rick Bayon
Finance - Jeremy Heuss
Summary- maybe my experience from other luxury dealers is the reason I expected a better experience. This experience felt more like a Kia dealership. Agreed to a reasonable price, but wasted a lot of my time. Tommy needs a LOT more training. Rick needs some training on customer service, and Jeremy was a pleasure to deal with. 3 stars only because of Jeremy. If it wasn't for him, this would be a 1 star experience.
Full story- This is my 7th car in the past 7 years, so this is not my first rodeo. I visited the store on Friday, and test drove the car. Tommy was polite, but not very knowledgeable. I had a feeling he must have been a new hire. One thing I hate the most, is false information, and improper communication. I offered Tommy the price I want, he took about 30-40mins to appraise my trade and "work numbers", and then comes and tells me that it will take another 3-4 hours to get numbers, and he will give me a call. I immediately realized he is either not familiar with negotiating, or doesn't want to negotiate.
I left, and proceeded to exchange emails with Rick. After a few emails, we agreed on a price. I agreed to go in first thing Saturday morning. I told Rick I can provide any and all information needed, in order for me to spend as much less time as possible at the dealership. I've bought cars at other dealerships without spending more than 30-45mins. They would have all the paperwork, and the car ready to go by the time I got to the dealership.
I get to this dealership, Saturday morning at 9:15am. And I left at 12:15pm. Nothing was ready. Car was dirty, paperwork was not put together. Tommy, probably didn't know what he was doing, and went back and forth a couple of times. Rick never showed his face once, or came out to say hi. He used Tommy as a middleman for communication for any questions I had. The dealership was not even busy, and after hours of waiting I was handed over to Jeremy in finance. I probably spent 15mins max with Jeremy. He was very easy to talk to, and deal with. I would definitely recommend him, if you get to choose your finance guy.
Back on the sales floor, salesmen got together at one person's desk to chat, and had their masks off. Social distancing was not being followed on the sales floor, or in some sales manager offices.