Carla

Avoid! Shocking customer service!

Bought a car at the end of june, stupidly at month end when they were desperate to get sales through and cars out the door. James Morris dealt with me and my partner and when finance was offered but for ridiculous prices we decided to buy the car outright. Customer service during this time was questionable as we were given inaccurate information on the car numerous times as to why it was in and out of the work shop numerous times and still to this day we’re unsure why this was. Anyway, bought the car stupidly. Drove away and on the way home an engine service now message popped up on dash board and I had a loss of power. I emailed James RIGHT away when I got home as he did stipulate ANY issues NOT to write reviews etc but to contact him directly. James then passed me on a contact number for the warranty team and that was me, left to it. No offer to take the car back to have a look at it (which is policy). No follow up, no phone call to actually ask what was going on. Just a warranty teams number. Dealing with the warranty team has been nothing but a nightmare also. I was booked in on the first date then called the day before to tell me no courtesy car was available even though it had been confirmed in a call recording that a booking was made. It was then rebooked in. Turns out my 6 year old car needs a new turbo and heat plate due to that being insecure and dangerous also. My front passenger side wheel is also heavily balanced which indicates an issue within the tyre/wheel but no one’s checked this out so far. They have just fired some more balance on. Fast forward to today (2/8/24). I was called the day before to inform me no courtesy car was available anymore so I was then passed back to Broxburn. I spoke with James and then received an email to state he had arranged a hire car for the 2nd for me to use whilst my car was being repaired. I arrived at the indicated time of 8.30am with my 5 year old in tow. I have sat for over an hour awaiting someone from Broxburn to get back to me or the servicing dept of where I am sat and nothing so far. 9.5k is a lot of money to someone like myself and buying your first car should be a happy/proud experience. This has been nothing but hassle and worry and stress that I’m gonna blow a tyre on the motorway and potentially kill myself and or my 5 year old or anyone else on the road another fear is I potentially lose power and end up in a smash. I stressed the fact I had a 5 year old daughter who was in the car mostly with myself, I stressed the importance of safety. It’s disgusting that these vultures can take your hard earned cash and not think anything of the unsafe dodgy cars they’re selling you. Nothing but del boys from top to bottom!