Anonymous

Awful Customer Service

It’s inevitable that cars will have problems sometimes, how a company deals with it and treats their customers is what distinguishes them as good or bad, in the case of this particular branch there’s a clear pattern of poor communication and lack of customer service from the Sales dept whenever issues come up after a sale. I have read through reviews of other customers and this seems to be “Business as usual”. In my particular case, after purchasing a used car the date for delivery was delayed 5 times, now as I said sometimes problems happen and initially I was happy to wait out a few days or so, rearranging my time to accommodate and extending a hire car. After extending the delivery date for the 4th time I felt extremely let down, I have been working away all of this year and while waiting missed family events which I could have attended if the dealership had been more communicative and honest. Eventually they set out to deliverer the car and so, yet again I rearranged my time to accommodate this, however they then called to say the engine management light had come on so would need to go back for diagnostics, ok I can appreciate that. There was no attempt made to contact me or update me afterwards, I had to call myself and when I did get through to Matt the business manager he informed me that it was a faulty sensor and he would get back to me that afternoon with some kind of timeframe to rectify the problem. Matt did not contact me that day (despite me saying that leaving a voicemail with any kind of updates would be fine if I didn’t answer, as I was busy myself). When I called the following day both Matt and the sales rep I have been dealing with were away on a course. I am absolutely astounded at the lack of basic communication and regard for customers, they had clearly not even arranged for a colleague to contact me. I am now without a vehicle having returned the hire car I was using and completely in the dark as to what the situation is. I would not recommend using this dealership, Drive have fallen well short of any basic standards I would expect from a professional customer facing company and I will be complaining directly to Vauxhall and the Motor Ombudsman in short order.