Land Rover Henderson

MAC responded

I understand that multiple customers were interested in the vehicle, and my complaint isn't that another customer wanted the same car. My concern is with how the transaction was handled. The vehicle was listed at 10:08 AM. I called at 10:12 AM and told your team I wanted to purchase it. I was told that I needed to complete the paperwork and put down a deposit, which I immediately agreed to do. However, I did not receive the information needed to proceed until 10:32 AM. I completed it promptly, and at 10:39 AM I was informed that the vehicle had already been sold. If the vehicle was not being held while I waited for your team to send the paperwork, that should have been clearly communicated to me when I called. I was prepared to move forward immediately, and a significant portion of the delay occurred while I was waiting for the dealership. I completely understand that vehicles can sell quickly. My review is about the communication and sales process, not the fact that there was another interested buyer. I want to be clear that the salesperson I worked with was friendly and professional, and I don’t blame him personally. My frustration is with the dealership’s process and the fact that I was waiting on their paperwork while the vehicle was sold to someone else.”

Land Rover Henderson responded

Thank you for the additional context, Mac. After reading your timeline, I can certainly understand your frustration. While vehicles can sell very quickly, your concern is not that another customer purchased the vehicle, but rather that you were actively trying to move forward and waiting on information from our team when the vehicle became unavailable. That's a fair concern, and I apologize for the disappointment that created. I appreciate you taking the time to clarify your experience and for recognizing the professionalism of the salesperson you worked with. We have shared your feedback with our leadership team, as it highlights an opportunity for us to improve how we communicate vehicle availability and set expectations during highly competitive situations. While we can't change the outcome, we do appreciate your feedback and the chance to learn from it. We wish you the very best in your vehicle search.