Tom A

AVOID AT ALL COSTS

Doing this here as you will not respond FAO Imfiaz Ahmed and Zulfigar Ahmed , directors of MK Automobiles Ltd find attached a copy of the receipt for the car and copy of letter sent 3 weeks ago to both the showroom address and company registered office address, to which we haven't received a response. I have spoken to Brian throughout this process as he advises that "the directors don't speak to customers" We picked the car up on 4 February - we agreed at that point that we wanted the timing belt and water pump to be replaced, you agreed to do this at a discounted price, which I was happy with. The car was booked in for the timing belt on Thursday 2 March. You were advised of issues with the car within 2 days of us picking it up. We advised you the fuel gauge wasn't working, the heaters were not getting hot, the car was slow to start and that the car dropping out/ missing a beat while being driven The front drivers side electric window failed, we had that fixed under the RAC warranty at our local garage. We arranged to being the car back to you on Thursday 2 March (within 30 days of purchase) for these issues to be fixed . This was the earliest time you had available to do the timing belt. I called you for an update on 8 March, 16 March, 20 March and 21 March before you advised the car was fixed, having had the car for just over 3 weeks I picked the car up on Saturday 24th March. It was apparent within a few days that although the fuel gauge was fixed, the other problems remained. I called you on Thursday 30 March to advise the engine management light was on (a new fault!) the heaters still weren't working, it still wasn't starting properly and was still dropping out/missing a beat when being driven. I said at this point I wasn't happy , wanted to reject the car and wanted my money back as you hadn't fixed the faults that were there when we purchased the car. You refused, Brian telling me "there's no way we'll give you your money back" and that you would repair the car and to bring it back again. Due to your service department being busy and you not having a replacement car available. You said the earliest you would have a replacement car available and be able to fit mine in for repairs was on Friday 7 April. You advised it was likely to be 2 weeks before the car would be ready due to the Easter break, and other work booked in. I called you on 20 April and you advised you hadn't started looking at the car as someone had been on leave unexpectedly. I called you on 26 April, you advised it was in progress but couldn't give a time frame for it to be fixed I again said the time taken was unacceptable and wanted a refund. you again refused saying it wasn't your fault staff had been off work and it was taking longer to diagnose than anticipated I called again on 2 May, 9 May 17 May, 22 May, 26 May - each time you understand why its not acceptable and why I have lost confidence in you, you are sorry I'm unhappy and agree if you were in my shoes you would be just as unhappy and frustrated as I am. Yet Brian still adamant that director wouldn't speak to me, that there's no one else I can speak to and he's sorry but that's all he can do. You still will not discuss resolving the dispute and refunding my money, but state there will be some sort of goodwill gesture. I called again on Thursday 1st June - you have had the car 7 weeks by this time ( so 10 weeks in total) an was advised its been fixed and you are just doing final tests and a road test and the car should be ready Friday 2 June You call on Friday to say yes, its ready to collect My husband, Tom makes the 2 hour journey to your garage to collect the car. The "goodwill gesture" was that you had put some diesel in the car. Tom is 5 miles from the garage when the car starts to miss while driving Back to the garage and a drive with Brian who says "oh yes, it still is missing. it hasn't been doing that when we've driven it " You still have the car, Brian is on leave for a week. On speaking to Saf today, he suggested emailing might the easiest way to "make the directors aware of the problem" I want to reject the care and have a full refund of £5307.00 as it had faults when we purchased it, which you have not been able to fix, despite having the car in your garage for over 10 weeks. Please provide me with a list of the replacement parts/repairs and work you have carried out on the car since 3 March to date. Provide a diagnostic report showing the results of the diagnostic test regarding the ongoing fault with the car missing/dropping out. If you are unwilling or not prepared to provide this, please explain why. I have contacted the Ombudsman but they advise you are not signed up to their code of conduct, but that you should have an alternative dispute resolution provider. Provide details of your ADR provider and whether you will engage with them regarding this dispute I contacted Suzuki as you display Suzuki signage on your forecourt and on your receipts - Suzuki UK advise you are not a Suzuki approved dealer and the matter is with their legal team as it false representation on your part. I have also spoken to the RAC Client Support who advised me to send this email to you and copy them in as, currently, you are an RAC approved dealer and the car is covered by an RAC warranty. When you reply to my email,, please ensure you reply to all. If you are unable /unwilling to provide a full refund within the next 3 working days, please reply to this email explaining why you continue to refuse the refund. I look forward to your prompt response Prisca Armstrong.