Gary F

Terrible experience!

Purchased a 2019 Citroen C5 Aircross in 2022. In 2023/2024 we have had various issues with the engine. Many trips to our local garage with costs of nearly £2000. In mid July of this year, the car would not start and so had to take it to Perry's in Nelson, Lancs, from where we purchased it. They advised a replacement engine at a cost of £8600.00. They said the Cam Chan had broken causing "catastrophic engine failure". I did some investigations and apparently these cars were fitted with a 7mm chain and have since been upgraded to 8mm. It is a KNOWN issue and a manufacturer fault. Perry's would not take any responsibility, saying that because our last service was several months late, it was due to poor maintenance! We had to pay in full! Whilst the car was with them, we had to chase them for an update, it was very poor customer service. After the replacement engine was fitted, they advised that a test drive of approx 100 miles had to be carried out to ensure everything was fine. I then collected the car from them on Thurs the 1st Aug 2024. Whilst driving it home, the sensor feature to let you know if you are driving within the road 'lines' was going haywire, trying to push me from right to left and vice-versa. I thought it was the sensor that was out and turned it off. The next day my wife drove it and noticed that to drive in a straight line, you had to have the steering wheel off to the left. As the engine had been replaced we just assumed that something had been 'knocked' whilst carrying out the repair. I called and booked it back in with Perry's, Nelson, believing that they would resolve the issue. Just had a call from them saying that this was nothing to do with the engine replacement, that the tracking had been off for a long time due to one of the tyres being worn. They are refusing to accept any responsibility and said that 'we do not do tracking here' and that they would have to send it to the Burnley branch! I asked how could such a drastic safety issue with the steering being misaligned was missed, especially since it had been road tested for 100 miles. The Technician, Paul, who called me just kept repeating that the tyre wear was evidence that the tracking was out prior to them having the car. When I repeated that the car is 'undrivable' on the motorway and serious tyre issues would be the result because the steering wheel is so out of alignment, he again would not acknowledge this aspect but kept repeating the tyre wear was the only evidence of a tracking issue, needed. The car, when working, is lovely to drive, but the help and advice from Perry's has been the worst I have ever known. They have had, at the times I have visited, only one member of staff on the aftersales team. The calls are ignored and allowed to ring; unless you are wanting to buy from them! The fact that all of this has been caused by a manufacturers fault has been a very bitter pill to swallow!