Natasha

3 WEEKS & 2 DAYS WITHOUT A CAR

Its now been 3 weeks and 2 days without a vehicle due to a faulty vehicle being sold by the Motherwell Carz branch. With little to no communication from them and having to involve my finance company to go through the Consumer Act. I collected the car on 16th September, day after collecting, I had to contact them due to the engine management light being on and no oil in the car. I was informed that the garage at the branch is closed over the weekend and that I would be contacted on the Monday to have the car brought back in and checked over but in mean time buy own oil from Halfords and they would refund. 21st Sept – I had to drive to the dealership to see what was happening and hand receipt for oil into management. Whilst there the service team booked me in for the following week to have the car checked over, it would be the full day and no courtesy car available. 26th Sept - Car taken into their garage a week later left all day to be advised it needs the engine resistor fan replaced and a small oil leak repaired but just take away its fine to drive and they would call to get it booked in once parts arrived. Yet again no update from the garage and resulted in me writing a formal complaint to get it booked 20th Oct – Car booked in to get parts fitted, yet again no courtesy car as they were too busy. 23rd Nov - Car cut out on route to work in rush out unable to get started, after waiting 50 mins for recovery company it came back on and was advised by Peter Vardy recovery company that was provided for my first three months, car is running don't worry about it no need to go garage just keep eco mode on. 23rd Nov - drove to local shops, went in the shop came out and car yet again wouldn't start and engine warning light out. Yet again called Peter Vardy breakdown cover another company came out and advises starter motor had gone and they would get me home. Due to the shocking customer service recovered last time and you can never get anyone on the phone wrote a second formal complaint and requested they collected vehicle from my home and have repairs completed under warranty. 28th Nov - after multiple chases car was finally collected but not one update from dealership on what was going to happen and how long the car would be in the garage, as normal also no courtesy car! 30th Nov - update from the service manager after multiple email chases to say car needs new car battery which had been ordered that day and will be in stock the following day to be fitted and then taken out by technician to ensure car is fully fixed. 4th Dec - still no update on the vehicle and its newly fitted battery 5th December - contacted my finance company to get them involved and opened a case to get this issue resolved and moved on under the Consumer Act 8th December - Finance company provided an update that they had spoken to the dealership and the car now needs a starter motor and that it had been ordered that day to be fitted 10/12/2023 with the hope of returning the car that day 10th December - Finance company contacted me to see if I had heard anything from dealership which I had not and they were also having difficulties getting the dealership to answer the phone It is now the week before xmas and I have not had one update be that email or phone call from the garage since 30th November on what is happening with the car and when it is likely to be ready for collection. For a company that prides itself on its customer service and offers loyal customers rewards this is my 3rd vehicle from Peter Vardy and will definitely be the last. I have had to cancel multiple Christmas events that I had booked for my children over the last 3 weeks. Walking my children to school and childcare facilities to then get myself a taxi into work and repeating the process on the way home. Its now 6 days until Christmas Eve and I am now having to cancel and change plans made over the Christmas break as it looks like I will not be getting a courtesy car or even my car back prior to the Christmas break. All while I still have to pay for my finance & car insurance!