Oli

Bad, avoid at all costs

Carstore Ipswitch where do I start? To summarise overall experience utterly terrible, would I buy another car from Carstore definitely not, would I recommend Carstore not a chance. So it all started off so well I was buying a prestige BMW 640d remotely, I was sent a video with comments saying how wonderful the car was and impeccable condition etc. Pointed out on the video were a few minor stone chips and damage to the leather on the drivers bolster. However, they agreed to put the imperfections right before delivery. I was told the car had been through the rigorous 123 point Carstore check and was ready to either be collected or delivered. I said to the salesman it only has 2 months MOT to which he said they would mot the vehicle, it then failed on 3 tyres and front brake pads something that should have all been picked up on the 123 point check they supposedly carried out (they obviously never checked this car.) I had arranged delivery for a Thursday and even though this was agreed it arrived a day earlier which meant I did not have insurance on the vehicle for a day and also had to have my stepson take the delivery as I had to work? On delivery none of the agreed work had been completed stone chips repairs to leather etc, including a large scratch on the bumper which I was not told about. I was also left with no new keeper slip and was unable to tax the car until I called them the next day. I spoke to the dealership and was told they would refund me £500 to cover the costs for me to get the stone chips, scratch and leather repaired myself. On closer inspection of the vehicle the supposed perfect alloy wheels have numerous bubbles and scratches etc none of which were mentioned on the walk around video (I think the word on the video was superb/exceptional condition) These will need refurbing to get them to the condition I was led to believe they were in. On raising this with the dealership I was told they are within the acceptable Carstore standard, although the video and conversation with the salesman said they were near perfect. At point of sale and pre delivery I was told the car had the manufacturers recommended run flat tyres on and this was also stated on the advert on Carstores website. The car does not have run flats and actually has low end budget brand tyres and a can of tyre repair in the boot. I’m told this is acceptable and within there standards although I specifically asked if it had run flats and was told it did at the time if sale. On closer inspection the rear brake pads only have 3k miles left on them well under the 25% minimum that Carstore say is there standard when undertaking the 123 point check (more proof the check was never carried out). I raised this with the branch and they said the car passed the MOT so the brake pads are fine. The brake pads actually have something like 6% left on them and had this confirmed by BMW main dealer. New pads when fitted give a starting life of 47k. There are also other small issuers with the car broken air/heaters vents and internal compartment doors not working and door puddle light projector missing all stuff that should have been found on their internal 123 point checks. I was never told about any of these issues but now told that they are within the Carstore standards, and they are not willing to do anything about them. I also brought an extended 24 month warranty which the salesman said was on top of the standard 3 months given on the vehicle meaning I have 27 months. It now turns out I only have 24 months. Carstore are now denying this was ever said to me and basically calling me a liar. The dealership stopped all communication. I was promised numerous call backs and told the centre manager would call me. I then get an email from the centre manager telling me I could only deal with them via email, after spending a lot of time drafting emails and getting return emails basically telling me everything was within the Carstore standard, and basically calling me a liar and that I had not been told about the tyres, overall condition, warranty etc, and that they were not willing to do anything further for me. I was left with the ultimation of either keep the car or return it. Not that easy when you need a car for work and don’t have an alternative vehicle to use. To my amazement I was called by the central aftersales department and asked how the car and sales experience was, I spent a long time on the phone going over the whole experience and the short fallings with the lady making not of all the details saying she would take my complaint and escalate it and they would aim to get a suitable resolution for me. I was also asked to forward my email trail with the dealership to her. Being left with a bit of belief that something was finally going to be done and that they may actually believe their customer and the experience I had received. You can imagine my shock when I’m emailed being told if I wanted to raise a complaint I had to do this via the website. I then spend hours detailing everything on the website to then get an automated response saying someone would be in contact within 48 hours I have not heard anything and its now been 14 days and counting……………………………………