Rob P

Appalling Service

9th February On 9th February 2024 I booked my vehicle, a Range Rover Vogue, in for a service and MOT at Marshalls Peterborough online to take place on 7th March 2024. This booking including a loan vehicle. 6th March At 16:28 on the 6th March (day before the service) I was phoned to say that no loan car would be available – not particularly helpful 16 hours before I was due to drop the vehicle off. 7th March Having made other arrangements to get from and back to the dealership I dropped the vehicle at 8am on the 7th March. Having not had any contact by 16:08 I checked online at the DVLA website and could see that my vehicle had failed (headlight) so I phoned the dealership for an update. They called back at 16:20 and told me it had failed as the headlight bulb had partially blown and would need a new one. 8th March No contact until 16:23 when I had a call to say bulb changed but not fixed 14th March After no contact for 6 days, I phoned the dealership at 9:35 to be told that the service advisor would call me back – no call back was received I checked the DVLA website again at 16:30 and could see that the MOT had now been passed 15th March I called the dealership at 15:01, 15:06, 15:11, 15:20 and no answer At 16:36 I received a call saying that the call was ready for collection – no apology and no explanation of what had gone wrong and why it had taken so long At this point the service advisor emailed me the inspection video 16th March I collected the car, on getting to the carpark I checked the invoice that I had just paid to find that I had still been charged for the loan car that the dealership couldn’t provide. I went back in and got this refunded. Questions I would ask the following: Why was the issue with providing a loan car discovered so late? Why no contact during the day of the service, why did I have to check DVLA and then phone? Why did it take 6 working days to change a lightbulb? Why did it take another whole working day to then contact me to tell me it was then ready (passed on the 14th, told at 16:36 on 15th)? Why was my call not returned on the 14th? Why were phones not answered on the 15th? Why was loan car still included on original invoice?