Mitch

Horrible experience with Snows Seat in P

On 08/10/2024, I enquired about a Seat Arona. The photos provided in the online advert showed no obvious dents or damages, which influenced my decision to consider this car due to its apparent good condition. To confirm, I asked Alastair Turner (Sales) to verify that the car had no imperfections, dents, or marks, as nothing was mentioned in the sales advert or visible in the photos. I did not want to place a deposit without this confirmation. Concerned about losing the car, I followed up with Alastair on 05/10/2024 via email, stating that I would take his word if he confirmed the car was accident-free, I paid the £500 holding deposit as he requested. On 05/10/2024, Alastair sent me an email confirming, “all of our vehicles are accident free we don’t sell andy that are even repaired to a good enough standard”. He assured me that the car was in perfect condition, and given the reputation of the dealership, I trusted him. Consequently, I paid the deposit on 08/10/2024 to Seat Snow Pole and the full balance of £16950 on 10/10/2024. Arrangements were made to collect the car in Poole on 11/10/2024, as I live in London. However, on 10/10/2024 a day before I was supposed to collect the car, I received a WhatsApp message with photos showing damage to the car, including a significant bump, scuff, and damaged rim. To clarify, my understanding of the term “accident-free” means that the vehicle has not been involved in any accidents and has no significant damage or repairs resulting from such incidents. I made it very clear that this was not what was promised, and I could not accept the car in this condition. Despite being assured that Snows Seat does not sell repaired cars, I was now faced with a vehicle that had sustained accident damage. I was promised it will be collected Tuesday, 15/10/2024, then moved to Friday 18/10/2024, then repairs were done not to standard, and Friday got moved again to Tuesday 22/10/2024, and today again to 23/10/2024. It’s been almost 3 weeks and still don’t have a car, I requested a written six-month warranty on the repair work and paint job to ensure it was done properly, but this was refused. I find it unfair that I am expected to trust that the job was done to Seat standards without any warranty. Then I said I will be taking this to the media and the Ombudsman. They agreed yesterday to give me the warranty on the works. Tom, the sales manager, has not taken responsibility or contacted me directly. This delay means I will have to hire a car or lose money as I am a contractor and rely on my vehicle for work (no work no pay). I will repeat and emphasise again, till now / to date, NO ONE has offered me compensation for their mess-up and the loss and inconvenience I had to go through for almost 3 weeks. I feel Seat Snow Pole was supposed to give a better car seeing that they lied to me, sold me car that has been repaired *going against their so-called policy). For me it would have been fair to give me a same or better spec car for my inconvenience I must go through. I gave Seat Snow Poole a fair chance to correct this. When the car was delivered, absolutely no compensation was offered. I would have felt they should have paid the hire car cost (their delays caused), car tax, GAP insurance and at least a full tank of fuel. But nothing, not even an apology from Alastair for all the inconvenience. Nothing. The is the worst level of service I have ever seen and absolutely no customer service after they messes up after receiving the full payment. I want to escalate this to the highest level and will go the media with all the proof I have, if I need to. And I wont stop here with this.