Anonymous

Should’ve kept my VW

Will not return to this dealership if it was the last place on earth. I’ve never experienced any customer service as bad as this on multiple occasions. Twice we tried to buy a car from them. First enquiry was over the phone and second we visited the showroom. Neither resulted in a call back, offer of a test drive, or alternative cars. We wanted to buy a car for my partner and told them what we’re looking for and got told they will get back to us…never did, went in a few weeks later to see a car that they had advertised(perfect for us) only to discover the car is not there, we stood outside and waited for them to ask if we want to look at anything else but the salesman just said sorry and walk away. I then went to another dealer that I contacted from autotrader and the experience was day and night. I got phoned and emailed with updates, bought the car and then got an issue. They offered to collect the car and get it sorted or I can go to my local dealer(Lawton’s) and they will cover the cost. I phoned Lawton’s to book the car in and they couldn’t see me for at least 2 weeks. So I booked it in and turned up at 8am on the morning as requested. The car got checked in and when they confirmed what the car was booked in for I corrected them that is was not a rattle in the car but I loose trim underneath the car. They confirmed they will sort it and check the other intermittent issue. At 15:30 I rang them to get an update as I need to organise a lift/taxi if the close at 5pm. They then told me that the car is ready just needs to go in for a wash, they can’t find the rattle in the car, they think it’s the car seat in the back. I then had to explain again that it wasn’t a rattle in the car but a loose trim underneath. The service advisor then said they will get it sorted and ring me back shortly. 17:55 I got a call that the it’s been done and I can come collect. I told him I won’t be able to get there that quickly and he said it’s ok they will still be here as they have paperwork to do. I sorted a taxi but could only get there for 17:30, I rang them to check this is ok and he said no they won’t wait that late and then said there is no one else to help me. Next day I went to collect car and when I got there I noticed it wasn’t washed even though this was 11:50am. I walked in and they asked me if I was here to collect my car, took payment and gave me the key and that was it. (No apology or anything) I walked out to the car and the intermittent fault was faulting(was working when I dropped it off but understand it’s random) walked back in and ask if someone can look at it now and they got a young lad from workshop(very friendly and courteous) but couldn’t diagnose the fault he walk back in with me to ask the advisor if there is any updates or something else they could do and he just looked at his screen and said he doesn’t know, the car is up to date, there is this one thing to update but he doesn’t think this will help, I asked can the wire be replaced and he said it’s a difficult and expensive job because the wire is in 3 parts and it could be any of them and just to check will cost X amount and it could not even give me a idea of what it could cost worst case so I thanked them and walk away, I phoned a auto electrician the next day and he new exactly what the problem was and it will cost me less than the lowest amount Lawton’s mentioned. It’s fixed now and it took an hour.