David L

“All Fur coat and no knickers”

Tom Hartley Cars Limited “All Fur coat and no knickers” Observations, below, has not been written by a member of the public with no Motor Trade experience, it has been compiled by someone with 45 years’ experience in the Automotive Industry. With over 30 years working for a Prestige Vehicle Manufacturer in roles of Dealer Development, Regional and National Network Management, responsible for UK and Ireland. During this time visiting Prestige Dealerships in Europe, USA, Canada and Australia. Had the privilege of working with, learning from, and mentored by, some of the pioneers and leaders in the UK and Worldwide Automotive Industry over the last 50 years, those who created and sharped the industry of today. This I believe adequately qualifies me to give constructive feedback and personal comments as a customer of Tom Hartley Cars Limited. Brand, The term “brand” is an intangible marketing concept that helps people recognise and identify a product and, at best, reach for it instead of one of its competitors. A company's brands are among the most important and valuable assets that it owns. They can make or break a company. Automotive Manufacturers invest £Billions in their Brands; Research and Development, Motor Racing, Marketing, managing Official Networks. Furthermore, Franchise Dealers and Specialists, invest £millions, in premises, training, marketing, customer service, warranties and guarantees. Tom Hartley Cars Limited, (THCL) neither contribute nor enhance the Brand values of any Automotive Manufacturers. Rather than enhance the customers experience they detract from it. Their Brand is built on 45 years of selling used cars to an unsuspecting public within “Gin Palace” premises, meaningless awards and self-congratulating YouTube videos. Showrooms impressive, but should be at £2 per brick, £10 million build costs, business worth £300 million, a lot of high priced and even higher margin cars must have been sold to pay for it! “All that glitters isn’t gold” Buying Experience, Incompetent, and Unprofessional, more “Arthur Daley, Bombsite Motors” than a purveyor of prestige cars. I would like to say that the buying experience matched the premises and car, unfortunately I can’t and will always be a detractor. Since my purchase have had many conversations with friends and contacts about my experience, several of those were customers of THCL they recalled their negative dealings, not yet met anyone who has purchase two cars from them! Pre-sale, information, offers, etc, mainly false and generally misleading, Example, original salesman stated that the personal number plate which was on the vehicle was included in the sale. He suddenly left overnight, next day Sales Manager said it was not included, and never was, along with other items that had been discussed. All future questions received vague answers, independent research had to be undertaken. Car met all my expectations except for the missing parts and was the only reason for dealing with (THCL). Presenting a vehicle for collection without crucial safety items demonstrates lack of product knowledge, attention to detail and customer satisfaction. Valeting Department, Excellent presentation of vehicle, most professional department in business! Documentation, invoice only at handover, not signed by THCL, told the car had Manufacturer’s Warranty, and Breakdown and Recovery cover, however no paperwork or information until receive V5 two weeks later, only after receiving it could link into the manufacturers system, a further week! Vehicle Handover, or not, five minutes to pair mobile phone, set Sat Nav for my home address, pass keys, gates opened then locked behind me upon my departure. Product Knowledge limited no in-depth expertise too many marques to be expert in all, rely on customers to go to local Dealers or dedicated Specialists to find out how their cars work, read owner’s manuals or watch YouTube videos! Post Sales Support, there wasn’t any, once they have your money do not want to communicate, no Customer Satisfaction Surveys, follow-up phone calls, you have paid no longer important, if you were at any time! V5, Deposit paid two weeks prior to collection, on day of collection THCL, applied for private plate transfer, my V5 arrived over two weeks after collection! Ultimately car sold no Road Tax, and I was expected to fit the number plates! Guarantees, no warranty or guarantees given by THCL, only what’s left on the Manufacturer’s Warranty, warning if vehicle out of manufacturer’s warranty, no guarantees! Delivery, during sales process informed that there would be free delivery within 100 miles, there wasn’t, they don’t! Asked salesman several times about delivery no response, when cornered the salesman deferred to Tom, who was too busy to call me back to me, however thereafter they were booked on every date and time I put forward. Collection, after traveling by train to collect vehicle shocked and disappointed to discover on only 50 miles of fuel in tank! Communication, non-existent, no return calls, texts or emails, all negotiations and communications were via WhatsApp, following the sale all conversations regarding negotiations etc, mysteriously vanished off my phone and laptop! During the only conversation I had with Tom Hartly I mentioned that I had never worked with or witnessed a business that communications were solely on WhatsApp, now I know the reason. Telephone, when the Receptionist says, “I’ll see if he is available” translated means “I’ll see if he wants to talk to you” and then “I’ll get him to call you back”, means for anyone at THCL, they won’t! Aftersales, no service or parts departments, therefore no aftersales absorption of overheads, all in price of the car. Any mechanical repairs after driving through their gates is at the expense of the buyer. Customer Service, non-existent, therefore unable to comment, tried to speak to Tom during negotiations, wouldn’t speak to me, just a WhatsApp from the salesman. Customer Feedback, all customer centric companies will send a Satisfaction Survey out within 7 to 10 days, not THCL, although I can guess why after looking at Car Dealer Reviews website, 25 responses about the company, one positive, rest negative and on one review the response to the customer was abusive and demeaning. Website, amazing number of positive reviews on the THCL, however if extend the search not so, and this review will be deleted as soon as possible after posting! Positive, didn’t charge for coffee, or keyrings, must have forgot, missed opportunity! General: Car sold with parts missing, promise to order new, took two weeks to arrive and only after numerous telephone calls from me! Observations, Dealers who do not specialise in any specific marque of vehicle do not understand the Brand values and Customer expectations of that Manufacturer. This results in lack of knowledge of the processes and procedures of warranty, breakdown cover, customer care and general support, which ultimately fails the customer. Whereas dedicated Specialist and Main Dealers who are marque specific understand the nuances of the Brand and Customer expectations, offer support by way of aftersales, warranties and guarantees and are not just a one sale wonder! “Over promised and well under delivered” Tom Hartley Cars – Specialist Used Car Dealership of the Year Winner 2022, there must have only been one entry, and the judges would have been the Hatley family! Tom Hartly recent received a Lifetime Achievement award, it couldn’t have been for Customer Service! “Caveat Emptor” P.S. The response, excuse, explanation to the above will be to blame ex-salesman, wrong! Tom micro-manages the entire operation, nothing happens without his sanction.