Mike Arata

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

Report | Print

Great dealership to work with! They met our price point and helped with delivery. Communication was great also. They met our price point and helped with delivery. Communication was great also. More

by jdevincentland Verified Customer Verified Customer

Report | Print

Very professional & with high scale. We are happy to come to the land drover & we will happily recommend it🎶🎤🙏🏼 We are happy to come to the land drover & we will happily recommend it🎶🎤🙏🏼 More

by gvmusiced Verified Customer Verified Customer

Report | Print

We use them for all our service and parts needs and their service is top notch! Would recommend to anyone! service is top notch! Would recommend to anyone! More

by MDCC Verified Customer Verified Customer

Report | Print

I bought the vehicle from out of state and the service I was given was excellent. Mike the used car manager was on top of things as well as my sales person Brad. They made the purchase of the vehicle seamle was given was excellent. Mike the used car manager was on top of things as well as my sales person Brad. They made the purchase of the vehicle seamless and enjoyable. This dealer did not do markups and bogus charges like others with multipoint inspections and adding like paint protection and tint. The best experience by far for any car I’ve bought and I’ve bought plenty. More

by miguel.rivera00 Verified Customer Verified Customer

Report | Print

Purchased a 2022 Range rover sport just before Christmas. Very smooth transaction. Always good to due your own homework prior to car search in order to appreciate what good sales and service looks like. Work Very smooth transaction. Always good to due your own homework prior to car search in order to appreciate what good sales and service looks like. Worked with sales consultant, Don Bonsu. He and the entire team were very professional and provided honest assessments and opinions. Would definitely purchase from this dealership again. More

by pumphrey3338 Verified Customer Verified Customer

Report | Print

Services was amazing and the team really knows how to sell their cars and show they care. thank you! sell their cars and show they care. thank you! More

by nitin1 Verified Customer Verified Customer

Report | Print

I greatly appreciate Marcus squeezing me in for service, despite the schedule being fully booked. Many thanks! despite the schedule being fully booked. Many thanks! More

by CA.PIERCE Verified Customer Verified Customer

Report | Print