Sophie S

AVOID AVOID AVOID AVOUS

If I could put 0 stars I would. I cannot tell you to avoid this company enough… We purchased our car at the end of January and paid an extra £1000 for a 3 year extended warranty. Within days we had noticed the brakes started to grind. Upon inspection, we noticed the brake pads were more or less non-instant. We approached carstore and they did agree to reimburse us as a gesture of goodwill. They tell you the car undergoes an inspection prior to being put on sale, usually at Coventry, yet other staff members have explained to us more than once that they have issues with those checks covering up or not finding faults all of the time, which then means it falls on their branch to rectify and take the wrap from customers. They told us they cannot recheck the car after it’s been checked elsewhere as they would need to put a cost against it for the time in the workshop. Yet this is the “inspection” they push you back with when you complain. A few weeks later the headlight stopped working. Luckily these were covered under the extended warranty we had paid for. They initially tried to replace the bulb which didn’t work. We went to pick the car up and had notice a lot of damage had been caused to the headlight unit, front bumper and grill. They tried to deny any knowledge of this and even accused us of causing the damage even though it had been in their workshop for 2 days. After proving with photographic evidence that the damage was not present when it went into them, they reluctantly agreed to replace the headlight unit and repair the damage to the paintwork and grill. A few weeks later the reverse camera stopped working so back in again it went. They didn’t contact us to rectify the damage they had caused previously, I had to constantly chase, even contacting the main dealer to find out when they had been sent the headlight unit we were promised. Carstore had the headlight unit sat with them for 2 weeks and nobody contacted us. Knowing they had the part, I called to query if they had any update on when they’d be able to replace it and as usual was fobbed off with “no sorry we’re still waiting for the part”. When I told them I knew they had the part for the last 2 weeks, suddenly the car was booked in to be sorted. A few weeks later the car lost all power, requiring it needing to be towed to the branch as the turbo needed replacing. Again thankfully covered under the extended warranty we paid for. They had the car for 2 weeks, for what we was told a 4-5 hour job. Upon collection yet more damage was noticed to the driver side door seal. They refuse yet again to accept they had done this and didn’t even bother to come out and look at what we were accusing them of. In the 5 months we’ve had the car, we’ve sent it back to them to rectify faults or damage they’ve caused to our car 7 times!! Their words to us are “each time we’re accused of damage, when are we going to say enough is enough”… maybe when you STOP DAMAGING OUR CAR!!! We’ve complained in writing and verbally and as previous reviews say, they don’t care once you’ve purchased the car. They constantly lie to you and fob you off. They respond to you by basically saying “yeah your car has broke again but we’ve rectified it” yes they may have mechanically fixed it, only because it’s under the extended warranty we paid for. As for the damage, they deny any wrong doing and make out the repairs they’ve done are a gesture of goodwill. No, you damaged the car. You fix it. Or better yet, stop damaging cars! They refused to accept liability for the damage to the door seal so here we are with yet more damage on our car through no fault of our own. Complaining will get you nowhere, they don’t care about their customers. The store branch managers words to us are “we don’t have to justify anything to you” I cannot explain the amount of stress and anger this company has caused us in such a short period of time. Absolutely disgusting company. AVOID AVOID AVOID AVOID AVOID