Stephen J

Poor quality and after car

Sales process was fine. Car was ordered remotely for delivery and that is where my issues began. When the car (BMW X5) arrived I immediately spotted several issues; scratches on passenger door, driver door, rear spoiler, paint chip on bonnet and heavily corroded rear badge. All of these were through the paint on this black car and very obviously showing white primer. The delivery driver was most apologetic and he himself actually found and pointed out some of the damage. The car was rejected and all the issues were to be corrected. The car came back a week later. To their credit the doors, spoiler and badge were sorted but the bonnet chip has been poorly corrected and now sits proud as a black splodge of paint that could have been finished better with a touch up pen from Halfords. Having now taken delivery of the car, I then found numerous more scratches on the body inside of the rear passenger doors, all through to white primer similar to those found on the outside. This is after having rejected the car once and it being fully reinspected. I can acknowledge that they are in slightly less visible area generally but still very eye catching every time you open the rear doors and disappointing to see after allegedly having two thorough inspections, suggesting they’ve either been missed twice or, perhaps worse, fall within acceptable limits within their quality policy which I think is partiuclarly poor on a £35,000 vehicle from a company advertising specifically how much they focus on quality and inspection. I did bring this to their attention and after a bit of back and forth, they, after assessing photos of the damage, deemed that they would cost no more than £250 to resolve professionally, specifically mentioning Chips Away and as such would cover a bill of this amount. I proceeded to contact 3 nationally recognised smart repair companies, one being Chips Away. They all assessed the same photos the TLR saw and in two cases, came to inspect in person and all quoted 2 - 3 times the price that TLR believed the repair would cost and that they would cover. I provided copies of these quotes to TLR and have not heard anything back in over a week now and so can only assume that I have been brushed aside now that my sale is complete. Despite my issues, I was hoping that they would continue to support and actively resolve them and I could still recommend their service as a result. Due to the radio silence and apparent dismissal I can no longer do that.