Charan P

Profound disappointment for this dealer.

On 15th June 2023, I placed an order for a second-hand car, Registration plate, through VW Mansfield dealership having viewed the advert on Auto Trader. Prior to finalising the purchase, I made certain to contact the showroom manager, to confirm the car's condition. The manager assured me that the vehicle had no dents, scruffs, imperfections, or ripples on its paintwork. Based on this representation, I proceeded with the purchase, paying a large cash deposit via bank transfer and financing the remaining balance. However, upon arriving to collect the car earlier today Saturday 24th June 2023, having travelled for 3 hours on the train I was utterly dismayed to discover that it was in a deplorable condition that did not align with the assurances provided by the manager. The car exhibited numerous flaws, including black permanent marker stains covering scratch marks on the front bumper, multiple dents on the bodywork and roof, and clear signs of paintwork touch-ups on the driver's side door, which resulted in an unsightly ripple across the paintwork. Understandably, I expressed my dissatisfaction with the vehicle's condition to the manager, and after some negotiation, he agreed to address the dents. There was no mention of a price reduction. It did not sit well with me that I had to take time out of my busy schedule to take a vehicle to my local Vertu dealership and have the flaws repaired in my time. This was care and due diligence which should have been provided to me and the car should have been in pristine condition, regrettably, he refused to repair the paintwork, which is a particularly significant issue for me. As this car was intended to be a gift for my wife, I cannot fathom presenting her with a vehicle that bears such noticeable imperfections, regardless of its age. The lack of transparency surrounding the vehicle's condition is deeply troubling. I explicitly requested on multiple occasions, both over the phone and during the purchase process, that any imperfections be disclosed to me. Astonishingly, none of your the staff members mentioned any of the aforementioned issues, which raises serious doubts about their competence and commitment to providing accurate information to customers. I want to emphasise that my requests for a car without any dents, scruffs, imperfections, or ripples on the paintwork were not over and beyond reasonable expectations. As a customer, it is only natural for me to expect transparency and honesty regarding the condition of the vehicle I am purchasing, especially when specific inquiries are made regarding its imperfections. I believe it is within my rights as a consumer to receive accurate information and to be treated with respect and fairness throughout this process. Furthermore, I must express my dismay at the level of service I received throughout this entire ordeal. A total of four hours I spent at the dealership insisting as to why there was a lack of transparency from two of the staff members.