Vaughn A

VW Bristol - Poor

From the very start, when attending my initial consultation with the salesperson Jade Hooper on 6th January 2025, I was less than impressed with the service provided. Jade was 10 minutes late to see me, despite me seeing her wandering around for the time before and seemingly not occupied. She should also have informed me that there would be a delay, which would be common courtesy and managing customer expectations. She did not. She took photos of my vehicle that was to be offered in part exchange, and advised me that the value of the exchange would be market value, this being stated to be £3500. I paid £1000 deposit and was told that the Polo I was intending to purchase would have to be looked over the next morning in the workshop to ensure that all was fine with it but that I could pick it up in the afternoon. When I got home I realised that she had left her ipad in my car - I contacted her to let her know this and said I would drop it back when I picked the car up. Pretty reckless behaviour with company assets. On the morning of the next day, Jade contacted me to say that she was ill and therefore my pickup would be delayed. I asked for a timescale and she stated she would keep me posted. I heard nothing for the next few days so I texted her to ask for an update. She said that it would be the following Monday at the latest (a full week since my initial meeting). I contacted her after receiving a video saying about the benefits of the approved used scheme, one of which being 1 year of warranty - the advert I had seen for the vehicle on Car Gurus stated that it was 2 years of warranty, this being a major part of the value proposition for the price stated - I said that I expected the 2 years offered in the listing to be honoured. She did not reply. I lost patience and contacted your dealership via your website to explain my frustration and another salesperson was allocated to facilitate the sale on the Sunday at 1pm. On the morning of the Sunday, the salesperson Tommy called me to say that unfortunately the vehicle would not be able to be picked up after all as it did not have a valid MOT, so would be the next day. He said that at least it was a straightforward transaction as no part exchange involved. I informed him that my car had been photographed and valued by Jade and he said that there was no record of this. This was the final straw and I attended the dealership in the afternoon of the Sunday to have my deposit refunded and to explain my issues with a manager. He gave me the Sales Manager’s contact details so that I could make a formal complaint. I handed Jade's ipad to the receptionist to be returned to her. This is not the level of service I would expect from a main dealer - it was a farce from start to finish. I made a formal complaint to the Sales Manager and was told how it was not acceptable and that he regretted the way things had gone but if I wanted to buy a car from them in the future they would ensure an experienced salesperson would deal with the sale, and they would ensure the experience was positive. The damage is done, so little chance of that. I bought an alternative vehicle elsewhere and the service was exemplary. Avoid Mon Motors at all costs. You’ll thank me later.