MR S

Appalling after sales service

I bought an approved Citroen Used C1 car through Evans Halshaw Citroen in Darlington on the 10. 09.23. On Saturday 20th April 2024 I unfortunately had a flat tyre. I went to change the tyre and discovered there was no Locking nut key anywhere in the car. I was not handed one in receipt of the car on purchase as witnessed by my wife. I did not sign any paperwork to say it was received. I contacted the dealership following advice after phoning around several garages and from my Emergency breakdown who could not help. I was put through to the original salesperson Ali Farooq. His response was ’We would have given it to you when you bought the car’. When it was explained this did not happen he replied ‘It would have been in the car, have you checked?’ - and ‘that you bought the car over a year ago and there is nothing we can do’. I corrected him with the date. I asked ‘is that your final word on the matter’ and questioned after sales care. I was put on hold to a Sales Manager who put me on hold twice and then cut me off. I rang back and asked to be put through to Mr Farooq who did not answer his phone. I rang back to the Sales Manager who informed me that Ali had gone home and would ring me back tomorrow. On answering the phone I heard a member of staff in the background saying ‘He’s a f*****g nightmare’. Of course I did not receive any phone call back. I am appalled at the level of customer service that I have received. I am shocked about the verbal abuse that was made about me when I was polite and courteous. I have since been able to find a local garage which has removed the locking wheel nuts and replaced the two front tyres on Monday 29th April. This was at a cost to myself of £204, I had been without the use of my car for a period of 10 days which is my only means of transport to my employment, and therefore have had to take holiday entitlement to cover my absence. I have in this whole period received no service, support, care, help or even an acknowledgement of my original complaint with repeated messages and requests for help to the Pendragon Management Services, who are Evan Halshaw customers services.