Carl H

Appalling customer service

I am breaking our poor experience down to the basics for ease of reading for other potential customers. 1) At the point of arranging, viewing the car and a test drive the service was fine so - (8/10) 2) At the point of taking money (deposit) again service fine so - (8/10) 3) Communication post receiving a deposit good, but slowly degrading - (6/10) 4) Collection day, poor, the car was 2 days late for being ready. We were there over 4.5hrs waiting for it to be ready as someone didn't even put the correct number plates on the car. Jobs agreed were completely missed and the ceramic detail offered isn't worth the water used to wash the car. DON'T ever get it done here as they have no idea about detailing whatsoever. Washing a car and spraying on a quick detail ceramic coating on is NOT a ceramic coating and wouldn't even justify 1hrs labour let alone their discounted £400 aside from their original £600 ish price. Upon receipt of the car it was clear iron contamination was still present throughout and so no decontamination was completed at all resulting in me personally re-doing the car myself post collection to ensure the car was properly protected. You have no idea how to detail a car... 5) Post collection issues. Within days of receiving the car an issue highlighted on the test drive returned, they had apparently serviced the car, but this is questionable as whomever did it didn't reset the service indicator meaning again the car was telling us a service was due still. There were also a number of agreed fixes to be completed before we collected the car but as it was late and dark upon collection due to their failures we had to contact them a few days later to raise all the missed items. Post collection customer service (-5/10), they do not return calls, do not fix issues properly and do not care. I ended up having to escalate the matter to the Ceo of Jardine Group and my next point of call would have been the Ombudsman with a legal case raised against this garage. After losses our side for fuel, tolls and time spent traveling too and from whilst also having to make no less than 30+ calls we finally rejected the car and are done with this garage. Overall I wouldn't trust anyone in this dealership with a car I own, they are incompetent and show no respect for customers whatsoever after the point of taking your money. They want to do quick fixes and bodges over just replacing clearly faulty parts and their Branch manager Trevor didn't even have the courtesy to come and see us to apologise for their shambles of a businesses, lack of customer support and lack of customer care when we dropped the vehicle for a full refund. What's even more shocking is that they had no consideration whatsoever for us and how much time and money was wasted by us trying to work things out amicably. It saddens me to say it but this is the worst garage I have ever dealt with in my entire life of buying and owning cars (which is a long time) and their incompetence and lack of customer focus shocks me to the point I have no idea how they are even running as a Branch. Do yourself a favour and avoid this one at all costs... Overall Score is (-5/10) AT BEST...