Dr J

Very Poor Service and client experience

Went in on a Sunday when the sales team were very quiet and so got seen by two salesmen , a junior and a very experienced senior member of the sales team. After reviewing the car we wanted and negotiating a part exchange on our car and agreeing a sale ,the senior salesman shook our hand and sealed the deal. The junior salesman then took a £1000 deposit which we paid by credit card. Before we left we had agreed that the car we had just bought would be ready in 5 days and that we would need to contact the DVLA and pay a fee to remove the personalised number from our car which was to be traded in. We left happy and reassured with a leaflet of the full details of car we had just purchased. The car was at their other dealership and they would get it to Narborough by Wednesday and have it ready for us to pick up on Friday and the salesman would call us on Monday. On Monday ( the next day) we didn't get a call , but had to call the dealership and speak to the senior salesman , who said he had made a mistake and the car was not now available as it was more expansive as he had not accounted for VAT on the car. This was confusing as the VAT was not mentioned on the sales leaflet for the car that was given to us on Sunday. When we challenged the salesman and said that we had a leaflet which had the price of the care and vat was not mentioned on the leaflet at all, the salesman said for us to not worry as he would find us anther similar car. When we asked for our deposit back we were told not to worry as he will find us a similar or better car. The next day as we did not trust the information the salesman was giving us , we called the other dealership where the car we had chosen was located and they confirmed that there was no VAT on the car and the price for the car was as advertised on the leaflet that was given to us. This demonstrated beyond doubt that the sales team at Marshal Honda Narborough are not above lying when it comes to extracting more money out of you , once they have agreed a sale and got your deposit. The next day at the end of the day the salesman called and said he had good news as they had found another similar car , but the price now would be £3000 more than what we had agreed on Sunday, and less the deposit of £1000 which they already had on Sunday. We did not agree with this and so the salesman , said he will try and talk to his line manager to see what they do and get back to us. A week later the dealership still have our deposit a week since we paid it and have not returned it , instead they effectively tried to "hold us to ransom " as they tried to increase the final sell figure. We have asked for the deposit back and we have told them we DO NOT trust them. This was overall very poor experience which was stressful , disappointing and franking we are out of pocket as the dealership still have the £1000 deposit , and we have paid the DVLA fee to remove the personalised number plate on our car which was agreed to be given as part exchange. This dealership is NOT to be trusted , they put forward a veneer of trusted professionalism as a Honda approved dealer , but at best are very poor at knowing their cars and agreeing a fair price , or at worst are just wheeler dealers , who entice you into parting with your money and than play a a very clever game of fleecing more money out of you. It seemed like a well rehearsed game that they play , as there was little in the way of apology and communication and once they have your deposit , you are committed to play their game. As we write this review , we hope our experience will alert future prospective and unsuspecting car buyers to be very aware and very careful with this dealership. We will be writing directly to Honda UK to complain.