Coventry North Jaguar Land Rover

Coventry North Jaguar Land Rover responded

C.RagVelar2019 It is GREAT to see that you felt your sales person, Daniel Seow, was able to both take care of you so well and stay within the budget you set. Not always easy to do with vehicles and programs. It is also great to see that Michael Kim (finance manager) continued the experience for you so pleasantly. Our sales managers do try to meet as many customers as possible so nice to see that transpired as well The comment that I liked the most maybe was that you came in not dressed the way a luxury dealership might expect and that the staff and team here focused only on you the customer and your needs. Thank you for the GREAT review and comments and safe driving. Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

Peter Thank you for the GREAT review and all of the detail. I know that Kasra Mousavi takes a lot of pride in how he takes care of his customers and referrals and it was great to see all of the detail in the steps he took to get the right vehicle, within your budget, and located in another province to bring here in a timely manner for you. I see from the review that you have a great relationship with Dhia Hussain in service and appreciate the comments on his knowledge and honesty. Was nice to see he interacted with Kasra to make sure you were also taken care of in sales. I will pass along the review to both of them and Thank you again. Take care and safe driving. Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

Cristina A I am sorry that your husband felt that his appearance affected his experience. I can assure you that this is not the case and you can see by other reviews that this is not how we do business. The reality is that a dealerships showroom is usually a very busy place and it may have been that the staff was otherwise involved, or felt that maybe he was in for service and waiting for his vehicle to be done. Regardless, someone should have spoken to him to ensure he was taken care and if not apologize for the delay. I can assure you that our staff is here to sell vehicles and not ignore customers and we get people from EVERY walk of life and dress coming in. If either of you are ever looking again please reach out to me personally at my e-mail jimhamilton1958@gmail.com and I can assure you the experience will be an amazing one. Thank you again Respectfull Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

AJ Thank you for coming by to see and try out the Range Rover. I can't tell if you ended up purchasing the vehicle but I am glad that you felt that you were taken good care of by Kasra. The review is appreciated and I will pass along to him. Take care and safe driving. Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

Brave, I wanted to reply to the review again as I see my staff did reach out to you privately almost immediately (3 days later) to resolve and there was no response. Obviously we do not want unhappy customers and when something happens where this occurs we do try to resolve and see where we could have improved. I will give you my e-mail should you want to discuss. jimhamilton1958@gmail.com Respectfully Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

Velar Owner I am reaching out to you as you did not respond initially when staff replied a few days after your review. I see that you also posted again a month after this one. As always we want happy customers and for many reasons this may not be the case. It can be a mechanical issue, a communication issue, or a customer expectation that we did not or could not meet. I am sorry that we had to set up another customer file but as we were not the original selling dealership this was required. When this happens and we explain to customers they usually understand. Regarding the loaner/valet.......when you purchase a vehicle from a dealership you are supposed to be told that if you go to another dealership for service they may not be able to provide that service initially. The reason for this is 3-fold 1). When you buy a vehicle from us we schedule the initial servicing and we arrange for transportation if required and depending on the area you wish to be valeted to we arrange that. The GTA is a large area so most customers appreciate the fact that we have to coordinate this with the other trips the drivers are taking other booked customers 2). We currently have a very large loaner fleet of vehicles and these are also generally booked out in advance and may not be available to a customer that was not initially scheduled. 3). If staff told you that we needed to have a relationship to provide this they would have been referring to points 1 and 2 above and please understand that they did not say we could not do in the future, just not this time in. I will say that our staff try to communicate this to customers and if that was not done in a way that did not upset you or you felt was rude I apologize. Without knowing how the conversation took place its hard to determine if you were upset at not being able to get what you expected or if staff reacted poorly to that. I can be reached at jimhamilton1958@gmail.com Respectfully Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

Sukbir I did not see a response from any initial reply from staff and wanted to replay and offer any assistance. I apologize that the 2nd key was misplaced or lost. We have up to 300 vehicles in stock and with them being moved for various reasons this can happen. Both keys are checked to ensure there when a vehicle is sold and sent into service to get ready so I would expect it occurred after that and this should not have occurred. While we do not control the condition the vehicle arrives from the factory we do check to try and make sure all is fine but unfortunately sometimes after we take off the wrapping and start to get ready things can occur. Again, your delivery experience should be without these issues. The time quoted would be to get new keys done from JLR and that takes times for all luxury manufacturers for security reasons. As always I am available to discuss jimhamilton1958@gmail.com Respectfully Jim Hamilton General Manager

Coventry North Jaguar Land Rover responded

seelir19 I am sorry that you felt the experience was so poor as this is not the goal and not what you should expect. Regarding parking............we do have a lot of parking spots (plus 2 Handicap) but we are also very busy and can't control if they are being used. We also have valets and lot attendants that try to alleviate it quickly but this can happen at any business. I can assure you that we do not deliberately park behind a customer to box them in as this makes no sense and would have been a customer and not our staff as they move vehicles to the rear ASAP. As your comment is about the parts department I am not sure what you mean about orders being messed up or if that refers to any parts being back ordered or possibly not ordered. Regardless if you felt the staff were rude in any way this should not occur and please feel free to reach out to me jimhamilton1958@gmail.com Respectfully Jim Hamilton General Manager