Imraz

Terrible customer service

I purchased a Q7 on 7th January 2023 from Crystal Motors. The car was prepared well and all seemed well at that point. However from this point onwards it all went downhill very quickly. After having had the car for about 10 days I noticed oil stains on my driveway. I rang up Crystal on the 24th January and they said they would sort it but just need to wait until they have a courtesy car available. I said I was happy to wait as I had a family wedding so it would be good to give the car after that had finished. During the next two weeks whilst I was waiting I discovered a number of other issues such as the tracking on the passenger side being out which meant the front passenger tyre was worn out completely on the inside (not sure how it passed it’s MOT), the passenger heated seat not working, the centre armrest clip was broken and this caused it to rattle when driving, the rear door rubber seals were loose and allowed water into the car and the rear driver side suspension would drop when the car is parked up for more than 24 hours. On the 13th February I called Crystal again and they said they should have a car or me later that week. After a few more calls during the week I was told there was a courtesy car available and we agreed I would drive to Crystal Motors (about 60 miles away) on Sunday and leave the Audi with them and come back in the courtesy car. I got to Crystal Motors at about midday on Sunday 19th February only to be told that the courtesy car was not there and they had no other car to give me. They said it was due to a mix-up and a staff member had taken the courtesy car home. I then had to drive back in the Audi resulting in a wasted 120 mile journey. I started chasing again and on Thursday 23rd February Crystal said they had a courtesy car ready but nobody could come to me to swap over the cars for a few days so again I agreed to drive to Crystal in the Audi to leave it with them. This time the courtesy car was ready and I left the Audi with them and drove back in the courtesy. Initially I made no contact with Crystal as I allowed them around two weeks to work on the repairs to my car, during this time I had a text update on the 23rd Feb to say the car was being worked on and again on the 1st March to say it was still being worked on. Over the next 4 weeks I chased up Crystal several times and they always said that something or other was being worked on or they were observing the car to see if the suspension dropped. Finally on the 30th March they said the car was ready and again as they had nobody to come and swap over the cars I agreed to drive to Crystal again to get my car because by this point I had been waiting for it for over 4 weeks. When I got there I was told that the oil leak, the tracking and tyre and the broken armrest had been fixed. This was good news. The heated seat was not fixed as this is not covered by the warranty and they claimed the suspension had not dropped when the car was with them even after being parked for several days. I agreed to take my car back (although I knew the suspension would drop but Crystal were adamant it was not doing it) and Louise promised that a full invoice detailing the repairs with a 5 year guarantee would be sent to me. When I got home at about 3pm on the 30th March I decided to look under the car to see if the oil leak had indeed been fixed and at this point I discovered that although the oil leak seemed to be fixed, my car was missing it’s undertray. I called Clint and he assured me that it was at the garage who did the repairs and he would get them to bring it our back to me and fit it to my car. Over the next 8 weeks from the 30th March to the 23rd of May I initially called Crystal once a week for an update on the undertray and the invoice and towards the middle of May I was calling them up every other day. Every call I made I was given excuse after excuse such as the invoice was emailed to me several times, then later I was told it had been posted and they were going to give me the Royal Mail tracking number but I never was given this nor did the invoice ever arrive. In regards to the undertray again I was told initially the garage that did the repairs was sorting it, then I was told Crystal had sourced one and sent it, when this did not arrive and I chased again I was told they were looking for the tracking number for courier but again I did not get the undertray or the tracking number. On the 23rd May whilst speaking to Louise she claimed I was raising my voice when in actual fact she was upset because I was pointing out that she had said several things (lies) and then later said something completely different. At this point Clint took the phone off Louise and started shouting and swearing down the phone saying he could not give a f**k about my undertray and that I could go and f**k off and then put the phone down on me. I was shocked that the owner of a so called professional garage would speak to a customer in this way, especially when they had spent over 8 weeks making excuse after excuse as to why the undertray of the invoice had not arrived. It was during repairs they carried out that the undertray went missing and I had even agreed for them to post it and I would pay to get it fitted, rather than they coming out and fitting it which is what they should have done as it was lost whilst the vehicle was with them. About 20 minutes later Clint called and apologised for his language and said it was due to stress. I remained professional and heard him out. He promised to sort both the undertray and the invoice asap and agreed to call me later that day with an update. At around 4.30pm later that day (23rd May) Clint did indeed call me via video call to show me the undertray which he says was at the garage and they had not sent it to me. He agreed to get the fixing bolts for the undertray and post it out as soon as possible together with this elusive invoice for the work done to my car. 2 weeks later on Wednesday 7th June I sent Clint an message asking for an update as I had received neither the undertray nor the invoice. Whatsapp shows Clint read my message the same day but he did not respond. On Monday 12th June I called Clint but he did not answer. I then waited a couple of hours and called the office after sales team where Louise answered. This was at around 2:30pm. Louise said she had been out of the office ill and had only returned today and as the undertray was not in the office she assumes it has been posted. She agreed to check with Clint and call me back at around 4:30pm on the same day. Louise did not call me back so I called again at around 2pm on Tuesday 13th June. Louise now informed me that the undertray was at Clint’s house all packaged up and ready to be sent and that if I called at lunchtime on Wednesday 14th June she would have posted it and would give me the reference number. So as agreed I called Louise at 2pm on Wednesday 14th June expecting another excuse and sure enough I got one in that Louise had been mega busy today and would post the undertray later this afternoon and send me a text message with the tracking number. As expected I did not hear from Louise again for the rest of the day so as usual I called again on Thursday 15th June but no one answered the phone. So again on Friday 15th June I called (at this stage I have now called Crystal Motors approx. 27 times) and this time Louise said that again they were busy and she had not had time to post it but she assured me it would be done on Friday afternoon (with 24 hour delivery so I should get it on Monday at the very latest) and that she would send me the tracking number once posted. No prizes for guessing that I did not hear from Louise again on Friday. I called Crystal Motors again on Monday 19th as I had not been given a tracking number on Friday nor did the tray arrive by Monday as promised. Louise had left for the day and Adrian from Sales said he would leave her a note and she would call me 1st thing on Tuesday 20th June. No call back on Tuesday (as expected) so I called and now Louise claims the parcel is too big for the courier ParcelForce and that they need to work out when they are going to be in my area ( I am 60 miles away) and drop it off themselves. If I look at the ParcelForce website the parcel is well below their maximum parcel size so yet again this is another lie from Louise. Called Louise on Wednesday 21st and she started giving me some story about trying to arrange their driver to drop it off. I told her ParcelForce do deliver parcels of this size and would pick up from their garage as well. Louise said in that case she would logon to the ParcelForce website and get this booked straight away and text me the tracking number. No surprise that I did not hear back from Louise again. Called again on Thursday 22nd and Friday 23rd but Louise was not available. Called on Monday 26th and again Louise promised it would be sent today and she would send me a tracking number. Called again on Tuesday 27th and now Louise claims it will be sent out this week and I would have it by Friday 30th at the very latest. Today on Friday 30th I called and again Louise has said she has been busy and that she would post it out tomorrow. This is the 17th time Louise has said she has either posted it or it has been posted only for it not to be true. We are now at the end of June more than 6 months after purchasing the car and I have now instructed my solicitor to start legal action against Crystal Motors. They have been given ample time to sort the undertray and after 3 months of excuse after excuse it is clear they are not going to be providing the undertray or an invoice/warranty for the repairs carried out and I therefore have no choice but to start legal proceedings. When I first started hearing excuses from Crystal back in February I made a note after each call (date/time what was said) so that when I wrote this review it would be accurate. I have no reason to make things up, all I ever wanted was them to honor their warranty and then replace an undertray they lost. The suspension which they claimed never dropped whilst at their dealership continues to drop when the car is parked up for more than 24 hours and is something I will now have to pay to get fixed myself. I had also asked them to look at an engine rattle on cold start which Crystal Motors ignored as well as water getting onto the headlights I fixed an issue with the washer jets not spraying washer fluid as well as fixing the rear door rubber seals myself as where I can I will always try and sort an issue without bothering others, however in this case of the 8 issues I reported 3 were fixed and 5 were ignored/claimed that there was not an issue. If you are thinking of buying from Crystal be warned that their aftersales is shocking and that if you ever have an issue with your car you will be given every possible excuse under the sun about why things are not being done. And if you dare try to question or correct Louise she will revert to accusing you of raising your voice to her. Louise is a persistent liar and would not know what customer service is if it smacked her in the face. And never ever believe they will call you back, I must have been told in excess of 20 times that they would call me back for it to never happen. Recently I decided to take a look at the reviews for Crystal Motors and found that they are only showing positive reviews on their own website but if you go to TrustPilot or CarGurus you will see many other people who have had the same terrible experience as me. Crystal Motors are the worst company I have ever had to deal with and I would not recommend them to anyone.