Smith

Shocking service

Absolutely shocking service. Called and spoke to John about a vehicle on the Monday arranged to trade my current car with the new car upon viewing on the Saturday. Saturday arrives, I dragged my kids out of bed early and took my husband to work at 7am so that I had the car ready to trade in, drove all the way from Bexhill to the garage (2 and a half hours due to an hours traffic through Maidstone), we arrived at the garage and another family were looking at the car and discussing taking it for a test drive, we spoke to a lady who works there who said she thinks John must be confused and thinks they are me as he was aware I was coming in today. John then tells us that the family have already arranged the insurance and are just doing a test drive before buying, we were obviously shocked and angry at our time being wasted, we spoke to a lady whose family member was purchasing the car and made sure they was purchasing before we made the journey home, she then disclosed that she had called John this morning and asked if the car was still available, he had told her that someone was coming in this morning to buy the car and he would contact them (me) and make sure I was still coming in, he then called her back and told her he couldn't find my number so to come in. She also mentioned she was a bit shocked as she believed they was holding the car for them so when she called and found out someone else was buying she was a bit annoyed. John then tried to turn the blame on me and said that's what happens when you don't put down a holding fee, however, neither me nor the other family had been offered a holding fee for the car, we had both believed that we had a verbal agreement in place, I also told him that if that was what he wanted he should've offered it to us and I would've happily paid for it. Had John have offered a holding fee to the other family on the Saturday then when I called on the Monday I wouldn't have even been offered the car. The admin skills to have lost my number are also shocking, if he wasn't sure if I was coming he could've offered them to come in the afternoon so that my morning slot had expired in case I was a no show. I wasted 4 hours of my time trying to collect this car, but due to shoddy admin it was a complete failure!