Mahmoud

Terrible Service, Zero Accountability!

Based on my recent experience with this dealership, I cannot recommend them with confidence. Our car purchase journey has been nothing short of frustrating and filled with broken promises. From the start, we encountered several issues with the vehicle we were interested in. Cosmetic damage, worn brakes, low oil levels, and a missing wheel nut were just a few of the surprises we discovered upon inspection. The assurances given by the salesperson, Simon, that everything would be fixed before collection gave us hope. However, the problems continued to pile up. Delays in preparation and difficulties with removing the locking wheel nuts resulted in a postponed collection date. Finally, on the day of collection, we found new issues that had not been properly addressed. A persistent whistling noise from the engine and incomplete repairs on the passenger front door were major disappointments. After expressing our concerns, Gary, the director, stepped in to offer a solution. He promised to arrange repairs at a Jaguar dealership, a 6-month RAC Warranty and free delivery of the repaired vehicle. Gary also agreed to reimburse us for the incomplete door repairs. I was assured that the issue would be addressed prior to collection/ delivery and repairs would be conducted at a reputable Jaguar dealer. However, what followed was a series of miscommunication and confusion regarding where the repairs would actually take place. Instead of following through with their initial agreement, they decided to attempt the repairs themselves. Not only did this decision prove to be futile, but it also worsened the situation. The replacement turbo unit they fitted was allegedly noisier than the original one. It became apparent that their attempts were insufficient, leaving us with no vehicle for 4 weeks and and mounting frustration. Throughout this ordeal, I reached out to the dealership numerous times seeking updates and resolutions, only to be met with silence and a complete lack of empathy. Instead of understanding the inconveniences I faced, Gary accused me of pestering him for information. As a customer, I believe it is reasonable to expect transparency and prompt communication, especially when dealing with such significant issues. During my interactions with Gary, he made a shocking admission. He expressed regret for offering to repair the car, stating that he should have simply sold it to someone else with the existing fault, but at a higher price. This revelation demonstrates a complete disregard for customer satisfaction and highlights the dealership's unethical practices. Adding insult to injury, an unauthorized payment of £100 was charged to my bank account without my consent. Despite providing evidence and authorization codes, the dealership denied any involvement and shifted the blame to my bank. This breach of trust further exemplifies their disregard for ethical business practices and it has been almost 2 months and there’s no sign of this money being returned to me. We have since cancelled the sale and the monies have been refunded to our finance provider but we remain massively out of pocket. In my efforts to seek reimbursement for the expenses incurred during this ordeal, I was met with continued silence and inaction. Despite Gary’s initial willingness to consider supporting me financially, they have failed to address my concerns or provide a satisfactory resolution. It is with great disappointment that I write this review. My hope was for a fair and amicable resolution, but instead, I found myself facing unprofessionalism, incompetence, and a lack of accountability from Gary and Pilgrims of March. I strongly advise anyone considering doing business with them to reconsider and look elsewhere for a dealership that values their customers and delivers on their promises. I have taken the necessary steps to escalate this matter by lodging a formal complaint with the Motor Ombudsman. I hope that by sharing my experience, others will be spared from the frustrations and disappointments I have endured.