Eilish C

AVOID at all costs

I need to express my dissatisfaction with the recent purchase of a Ford Kuga from beacon hill used car centre. I purchased the car on February 25th and within three weeks of owning it, warning lights were displayed and eventually, the engine failed. As the car was still within the 3-month warranty period, I expected a straightforward process to get it repaired. However, I took it to Revlac garage and I cannot fault these as they were nothing but helpful throughout the process. But 2 days later I was told by Mr. Gaines that nothing was wrong, and I was asked to collect the car from the garage. Within 10 minutes of leaving the garage, the engine shut down a second time, which was very dangerous on the A12. I immediately returned the car to the garage. From that point on, I experienced nothing but problems and manipulation from Mr. Gaines. Despite requesting a refund under the consumer rights act, which I was entitled to after gaining legal advice, every email I sent was ignored, and the issue remained unresolved. Mr Gaines then told me that he had booked the care into Ford but when I called Ford, I was informed that it had not been booked in, despite Mr. Gaines telling me otherwise. After being without a car for almost four weeks, I was eventually able to speak to the Ford garage who finally had the details of my vehicle, who informed me of multiple faults with the vehicle. Mr. Gaines had instructed them not to inform me of these issues, but as it was legally my car, they shared this information with me. Following this, Mr. Gaines finally offered me a refund, and I made my way to his garage. Ten minutes before I arrived, he informed me that he could not issue the refund that day, despite sending me an email stating otherwise. I explained that I had not received the email as I had been driving for over an hour to get to him. He refused to refund me and asked me to leave all relevant paperwork with him and that he would process the refund the following morning. Due to the continuous lies and unprofessional behaviour towards me, I was not willing to leave the documents with him. The following day, I returned to his garage for the refund, and he explained that he did not have time. However, I had email proof of the date and time of the appointment, and he finally issued a full refund. Throughout this experience, Mr. Gaines has been unprofessional and manipulative, ignoring me at every opportunity. I urge potential customers to take their business elsewhere and to be cautious when dealing with this establishment. My experience has been very stressful, and I wish I had checked previous reviews before purchasing from this business. As a customer, I expected more when spending my money, and it is unfortunate that I have to write this. I am sure Mr Gaines will try and turn this on me if he does reply but I felt only necessary to leave a review so this does not happen to anyone else.