Verity B

Appalling Post Sales Service

Beware - this garage mis-advertises cars and provide absolutely appalling post purchase service once you have completed the satisfaction survey they pressure you into completing. I purchased a second hand car from Sytner Audi Nottingham and prior to collection (6th November 2021) I checked the MOT history online. I was very concerned to see that the actual mileage was some 3000 miles more than advertised. This is misleading advertising. I challenged this with the garage and they agreed to provide a full tank of fuel and a set of Audi mats as a compromise for the mileage discrepancy. The fuel was added during the handover (it would have been better if it was already in the car when I collected) I was also promised a set of plates with my personal registration to pop on when the V5 came through. I can only describe the constant contact from the garage for me to complete their survey as harassment- I completed the survey to get them off my back and gave them a good rating as I didn’t want the mileage issue to reflect badly on the lady who did the handover and I was satisfied with the compromise agreed. Long story short, despite many chasers for the plates and mats, I still have neither. My emails were completely ignored by the lady who did the handover (Lauren Briddon) I escalated to the manager, Matthew Mills and he passed it off to one of his managers to resolve. No surprise, it is still not resolved although the plates were sent out, for some reason he thought it a good idea to send them to an address I have not lived at since January and they only have that address for the finance agreement address history. I emailed Matthew Mills again a few days ago, copying in 2 of the other managers who had dealings in the matter - not one of them has had the common decency to reply. I have no mats, no plates and no instructions for setting up the data plug despite being promised these. I do have a stone wall of silence from the garage. This is incredibly easy to fix so why they think the best customer service is ignorance is beyond me. My advice would be, if you have to use this garage, do not complete the customer satisfaction survey until you have everything you need and are promised. Matthew Mills, you should be ashamed of the lack of service