Marie G

Poor Communication/Customer Satisfaction

We visited Lipscomb Maidstone (Volvo) at the end of Sept 2023 to place an order for another XC40, as we already have one and the PCP was coming to an end. The Salesman was excellent (to be fair) and the order was placed there and then. He had an extensive look over our existing car and was amazed by the condition it was in. People always says their car is immaculate or in showroom condition, but ours was/is. We were offered a good price part exchange and was told this would go straight onto their forecourt and sold by them, because of the condition it was in. We were also made aware that the part ex price could change 'slightly' between now and delivery, give or take a few hundred pounds. Therefore, you can imagine our despair & upset when we received a call on Monday saying the car would be due at the dealership within the week but they are now offering us nearly £4000 less for our existing car part ex. We were put in the position of trying to find that amount of money in a week or we cant pick up the car. We have tried negotiating with the dealer at Maidstone to see if they could meet us halfway maybe, but they will not budge. If they knew that used car prices were supposedly decreasing that rapidly, why didnt they contact us sooner, rather than give us less than a week. I feel this is totally unacceptable and outright greedy to be honest. They just want to make more money out of our existing car when they put it on their forecourt. At present, I am in dispute with the dealership and am waiting on an amicable solution.........