Justyna

Avoid at all cost!

I booked the car online and requested a video with an honest description of the car I was interested in.  I was presented with only a very short video, which didn't clearly show any flaws. I then contacted the Motherwell branch to discuss same- specifically asking about any required touch ups, breaks, scratches or mechanical issues. I explained that I was disappointed with the lack of details on the video, but  I was reassured that the car was in a very good condition and one little white  circle that was visible on the video, was pretty much what needed to be touched up for the car to look presentable. Happy with your reassurances I then transferred the full amount of  money to purchase the Mazda 6. Upon arrival to Motherwell ( Wednesday 31.05.23), I met C.Q He presented me with the QR code and asked for a 5 * review, which I didn't feel was appropriate PRIOR to even viewing the vehicle.  He was nice and professional but it was clear that the car still needed to be fueled and that he did not check the car himself before presenting it to his new customer: * Interior of the boot appeared wet, with the water splashed in plastic trays on the sides of it. When questioned I was reassured it was simply not dried properly following the valeting. * There was an uncovered  scratch under the boot  * There was a chipped plastic element on sill cover ( driver side, back seat)  * There was a crack to the glass on speedometer  * There was no locking wheel nut * Information on display saying that service was required in 0 miles.  * Car looked really dusty As much as I anticipated that the car will have some minor flaws, I was very dissatisfied with lack of honesty and transparency on your part, and my first impression was not a positive one. I questioned C.Q about the information regarding an overdue service and I was again reassured that the service was performed. Oil and filters were changed only with the week prior to my purchase, and it was not updated by the service team. He apologised and updated the display message.  C.Q. promised to call me the next day in either morning or afternoon to book me in to the Dundee branch for the touch up and contact Mazda manufacturer to arrange for the locking wheel nut to be sent to my home address. I didn't hear from C.Q. till nearly 7 pm so I decided to call him myself. Unsurprisingly - nothing was organised.  It's worth to mention that when I arrived home from Motherwell I needed to inflate one of the tyres. I then contacted you (Peter Vardy Motherwell) again on Saturday to make you aware that I was having some intermittent issues with the locking system and the mirrors. Following a chat with C.Q. I was CC into the email and I was expecting to hear from Dundee Service team to make an appointment at the local branch. I didn't not hear from either Dundee or the Motherwell branch for  few days. I finally called you myself on a Tues to express my disappointment with poor communication and lack of progress in resolving the issues I was experiencing with my car.  In fact I was ready to hand you back the car there and then.  I was soon after contacted by the Dundee branch and finally booked an appointment with them on 28.06.23 to check the locking system, the mirrors, touch up the missed scratch and assess/ order a correct locking wheel nut, specific for my car.  I am writing to inform you, that my poor experience and lack of trust in quality of your service, lead me to taking Mazda 6  to my own mechanic for a quick check up today and I wanted to make you aware of his findings.  * I have a slow puncture in my tyre ( driver's side, rear), and upon inspection, my mechanic discovered 3 nails in it.  That's the same tyre that required to be inflated on the day of the purchase. * The oil was not changed - I was informed that as much as it can look black in diesels, and maybe was slightly topped up ( judging by spillages) it definitely smelled like an old oil.  * The air filter was definitely not changed recently - and needing replaced now, which raises the question- if you didn't bother to change the easiest to access and change filter, did you bother the change the rest of them? My mechanic is seriously doubting it.  If the information on the display said: 'service due in 0 miles' - was It a correct information at the time, quicky 'fixed' by C.Q. by simply changing the settings on the display, just to shut me up? Following a car accident, as results of which my old car was totaled and I suffered injuries, I  was really looking forward to getting a new car from your company. I feel really disappointed with my experience with Peter Vardy Motherwell.   My email was met with minimal response from your team. C.Q povided me with a receipt for oil and only the oil filter change but did not address any other issues. J.M. who was also the recipient of my email did not respond to it at all. I was informed he was on a day off, therefore I asked who would be the the best next person to speak to. One of your Motherwell employees suggested to talk to R.M. I forwarded an above email to him and waited for his response as this was 14th day from the purchase. I was very aware that I could return the car within 14 days but since I had 3 nails in my tyre and no wheel locking nut I didn't feel I could drive back to Motherwell. Since I didn't hear from him I have emptied Mazda 6 from my belongings and went to Peter Vardy in Dundee to return the car and terminate the contract. I was then approached by one of Dundee managers - B. ( nice and helpful for a change), who contacted Motherwell, and only then I received the phone call from R.M. He was very sympathetic but surprised to be contacted - during our conversation I was reassured that all the issues listed will be assessed in Dundee on 28.06.23. Following quick exchange between C.Q. and R.M. I was reassured that the missing wheel locking nut was already on postage to Dundee, therefore will be available on the 28th to fix my tyre and for me to keep. I was told that Dundee will be updated regarding the other issues beyond the locking system / mirrors and the uncovered scratch. It was very clear when I attended the service on the 28.06.23 that this was NOT the case. I handed in the list of the issues to A. from the service team in Dundee and yet again explained the problems I was experiencing . To add to my disappointment, in the meantime I had 2 errors showing on my display: Smart city brake forward malfunction ( 2 separate occasions) And surprise surprise Oil change due ( I am sure It's yet another thing that the service team in Motherwell ' forgot' to update....). Following Mazda's check- L. ( from service team in Dundee) presented me with a list of things her team believed needed to be fixed in the car, this included the smart repair of the scratch and the whole car polish, tyre change, air filter requiring changing ( not part of the service but clearly due to be changed) etc. L. informed me that now it was up to the Motherwell team to respond to her email and agree for the repairs to be carried out in the Dundee branch. I was also informed that the wheel locking nut never arrived at the Dundee branch. I was also informed that Motherwell branch had 48h to respond to her email. As expected - when I contacted L. on the 30.06 she still had no response. I then contacted Motherwell branch on Fri 30.06 afternoon again and was once again reassured by R.M. that the car will be fixed and that he was not the right person to speak to. He said it was escalated to A.P and I should be contacted by Peter Vardy soon. Since I did not hear from anyone over the weekend and waited all Monday, finally contacted Dundee branch on Tues 04.07.23 to ask if there was any communication between Motherwell and Dundee and any chance to arrange for the car to be fixed. I was informed by A that as per communication with A.P from Motherwell management, Dundee is no longer dealing with my case and that my case will be dealt with by Motherwell. Shame that neither Dundee or Motherwell felt that this would be something I should maybe know about. Today 04.07 around 4pm I contacted Peter Vardy Motherwell trying to speak with A.P ( the person who emailed Dundee - not to fix my car) but apparently he was at the meeting and I was reassured that he would call me back today. So I waited till just after 7 pm, I called Motherwell back and and left a message for A.P that to this day remained ignored. This is certainly not the quality, customer service and communication I expected from Peter Vardy. I paid for this car in full, all I asked in return was to get my car fixed up to the desired standard, in a convenient location (Dundee). Lack of ownership, leadership, decision making skills, inability to take responsibility, poorest customer service and communication I have ever experienced = Peter Vardy An update 05.07.23 Called Peter Vardy Motherwell (again!) Trying to speak to A.P.- I was informed that he was busy, discussed with S.L. - explained the whole story yet again.... I was told he would ' call me back' specifically asked for a call back with an update today. S. L did call back to give me the name of yet another person, this time service manager M.D to get the car fixed in Motherwell. Explained that with 3 nails in a tyre I can't see driving 70m/h to be safe- I was told he was just passing on the message and to just talk to M.D. So here I am... Waiting... I am now apparently going to get booked in with Dundee again... Will believe it once it's booked, done and fixed! AVOID! I just wanted to make you aware that the issues I have been having from the day of the purchase are your responsibility and yours only. The tyre, lack of wheel locking nut, the scratch, the broken plastic... You were also notified about all further intermittent but ongoing issues. 31.05.23 I bought the car, It's July and not a single thing was fixed. Shame on you Peter VARDY!