Alec C

Extremely disappointed with aftercare.

This is a long review, which unfortunately reflects the number of issues we've had with buying a used car from Motorvogue. On the 3rd Jan 2024 I collected a car paid for online (late Dec 2023) with Motorvogue King's Lynn through Ben Youngman. When we turned up to collect from Bury St Edmunds branch Ben realised that the car's tax could only be transferred via the post office. We then had to rush to the post office and print a new V5C in Rymans (Motorvogue only had a copy) and pay for a V62 form. Ben did get a refund processed for this eventually. On the drive back to the branch to finalise the handover, now about 5.30pm, we noticed the tyre pressure warning light was on. We pushed for this to get checked and it was found the pressures were low and this was fixed. Exhausted from all the stress and needing the car for the next day, as we were selling our only car on the 4th Jan, we quickly finalised the handover. Given it was so dark it was also hard to check the car over as much as we'd like, which I now deeply regret. On getting home that evening, we realised the car had not had a service in the last year. Ben arranged for an additional service but this couldn't be booked in until the 19th Jan, but was completed although the date entered was for January 2023 instead of 2024. We then noticed that the car had some deep scratches in Zone A of the windscreen, approximately 2-4cm vertically, low down on the driver's side in line with the steering wheel. It was quite hard to see these because of their position low down on the windscreen, and hard to photograph, hence why we only noticed a few days later (reported on 10th Jan to Ben). We can't understand what caused these and we discussed this with the Motorvogue Bury branch who did the service who could not explain it either and suggested it needed specialist repair. The scratches can be felt when you run your hands over them. I contacted approximately 5 different repair specialists and each one suggested the damage was too severe and would cause distortion of the windscreen. Indeed, they also said it constituted an MOT failure due to the depth of the scratches, their position in Zone A, and their size. I then collected 5-6 quotes on the cost of a windscreen replacement. I contacted Ben and the customer care team via email with images and further information from the 10th Jan to the 26th Jan and only received a response from Ben on the 27th Jan. He said to tell him the cost of repair. When I informed him of the fact the windscreen had to be replaced, I was told on the 30th Jan that Motorvogue would not be paying the cost of the windscreen replacement as they believed the damage did not constitute an MOT failure. I replied and stated the opinions of all the repair specialists was that this was an MOT failure and must be replaced. Everyone I have spoken to has said they are very surprised that Motorvogue would not pay for a replacement screen. I'm now worried what else might go wrong with the car. The communication is so slow and difficult to get an answer in a reasonable timeframe. In summary, I've had an appalling experience with Motorvogue, including: 1. Stressful experience in collecting car due to lack of preparation in transferring vehicle tax. 2. Car was not serviced in last year. 3. Windscreen scratches that constitute and MOT failure were not spotted by Motorvogue in their 'full vehicle health check' that is supposed to come with every car. 4. Poor communication and slow aftercare service. Points 1 and 2 have been resolved but I've been forced to refer point 3 to the Motor Ombudsman. After care is shocking from Motorvogue. I would not buy from them again - I've completely lost any trust in their practices and would not recommend. I can only hope that this review spurs some action to resolve my complaint.