Kunal

Disappointed with Customer Servies

In summer of 2022 timing chain in my car broke. When I took My car here, they did agree due to my car being properly serviced and it's age, that it should have not broken and they covered 50% of the cost of the replacement. The person dealing with this at the time was Paul Robson who was very helpful. However, a while after it was replaced, the engine light came on. After initial look they established some of the wiring was not refitted properly in the engine and would have to be fixed (which would require the engine to come out again). On the day this was scheduled, I dropped my car off and waited the whole day to get it back as they said it would be returned on the day. At this point I didn't live close to the dealership as I have moved. After hours and hours of waiting I got a call stating they were not able to carry out the work as they were missing something needed to complete it. This is early 2023. I was assured someone would give me a call to reschedule as soon as they have what they need. This call never happened. This has been a theme all along, being told I'd be contacted, they just need to ask the right person, and the calls never happen. In late 2023, my coolant tank broke, which I suspect is also related to the engine not being fitted in properly when they carried out initial work. I have contacted them yet again, and told them they need to look into this and keep the car until they're sure the engine is fitted right so it's safe to drive, they confirmed it's best if I bring it in and they will also have a look at the coolant tank, but we agreed a courtesy car would be provided in the meantime as I cannot be left with no vehicle. But the earliest they can do is in January 2024. The day before the appointment I got a call stating their system is down and they're not able to take in any cars or give any courtesy cars out so we'd have to reschedule. This, of course, had me worried as I don't want anything else to break in the car due to whatever issues the engine they replaced has. We then agreed to reschedule for 9th February and I was told it's all confirmed. I called today just to confirm everything is ready and the system isn't down, to which I was told there is no appointment, and the previous appointment they canceled is marked as 'no show'. Earliest they can now reschedule is March. I was offered no apology, told the manager is busy and will call me when he can after requesting to speak to him, and was refused information on where I can raise a complain about this dealership, being told there is no one above the manager and he is top of the chain, even though from my understanding this company has many dealerships and I do not believe the manager of this one is the owner. Furthermore this dealership also represents Audi, and I am sure have some obligation to provide a service of acceptable standard, yet the employee told me there is no one else other than the dealership manager to complain to. I believe I have found the address to the company's headquarters and will write a letter. I am really disappointed I have not been able to have my car fixed to a point of being unsafe. This has affected my stress levels and also made it much harder to plan my life as I now try to only drive the car short distances, and keep scheduling time off for these appointments that do no happen or nothing gets fixed.