Claire

Painful experience

Had an absolute experience from hell buying a used Hyundai Tucson here. Tom is lovely and friendly until you return weeks later with the car after having issues - shaking steering and shuddering on acceleration. He completely dismissed me on the phone and ignored my mother and i’s existence once in store, very cringe worthy childish behaviour from a ‘professional’. Then I had the unfortunate experience of having to deal with the sales manager Russell. He also completely dismissed the issues I was having with the car and argued that I had to give them an opportunity to repair the car under the consumer rights act 2015 - not the case when it’s been under a month since purchase. He attempted to play me and my mother against one another and was downright rude to me, typical condescending seedy car sales man attitude dealing with a young woman. After 5 minutes of a tirade of abuse we asked for his manager. The owner of the motor group Shona then came in, she listened and after stating that they’d sold 20 of these cars and there were no issues (almost incinuating I was making up the issues - unsure what her point was here) she had me show another sales manager (not Russell) the issues during a drive, after seeing the issues within 30 minutes we had the car returned and money in the bank. Some serious training is needed on dealing with customer complaints post purchase, everyone is so lovely and helpful until they have your money. Also to add there was confusion as to which car I was purchasing initially- they had taken delivery of a large amount of similar mileage and spec cars, there was a mix up with reg plates, which had been sold and not etc - upon taking payment I found the conversation between Neal and Tom particularly inappropriate. Neal stated to Tom that ‘the Indians’ who were in earlier had bought the car with the reg on the paperwork, in this day and age it stuck me as a poor description of the owners. Added to the fact the company has already been taken up for previous race discrimination perhaps training on this would also be useful. All in all a painful experience with John Mulholland motors when it really did not need to be. Take your hard earned cash elsewhere.