Ben O

ZERO CUSTOMER SERVICE

ZERO CUSTOMER SERVICE I purchased a BMW 3 series estate from this garage in June 2020. Under a month into ownership I contacting the garage to report the below issues with the car: 1. Juddering when pulling away in first gear. 2. 2. High pitch whine from the front of the car when driving in first and second gear 3. 3. Knocking noise from the front of the car 4. 4. Wobble throughout the car when driving on the motorway. As the they were based quite a distance from my home address they advised I could take the car to any garage to carry out warranty repairs. After taking the car to a garage to investigate. The garage advised the car required a new timing chain as this had stretched, causing it to rattle. Also the front and rear wheels required balancing. At the time they could not recreate juddering when pulling away and advised it required further monitoring. Fast forward 5 months and the juddering got a stage where it was happening every time when pulling away in first gear. I subsequently contacted James Fellows at David Dexters who advised they would carry out the repair under "goodwill" this is for a fault that was present prior to the purchase of the car and wanted to charge me £876 for the privilege. I declined this offer as I should not have been made to pay for a repair which should have been picked up prior to selling the vehicle to me, I requested David Dexters repair the vehicle at no cost to myself, as is my right to do so under Consumer Rights Act 2015. Since my last email to James Fellows I have received no response from David Dexters regarding this outstanding issue, and it looks like I will be forced to resolve this issues via legal proceedings. This is an extremely disappointing experience with this garage, and the fact that they have now chosen to ignore emails and they don't even have the courtesy to respond leaves me extremely baffled by their actions. I purchased the vehicle following the birth of my first child, but given the faults experienced, I am not very confident it is safe to transport my baby. This company is clearly one that refuse to accept their legal responsibilities to repair vehicles which are not as described, fit for purpose or satisfactory quality, but choose to bury their heads in the sand. I would not recommend this garage to anyone who values reasonable customer service or quality used cars, as neither exist within David Dexters.