Stephine

Absolutely Horrendous Experience – Avoid

My car-buying journey with Stoneacre Stoke has been nothing short of a nightmare. It began in January 2024, when I purchased a car online out of desperation, trusting their promise of delivery within a week. This promise was quickly broken, and after three weeks, I was told they were waiting for parts. Meanwhile, my first car finance payment was due despite not having the car! When I requested a refund for my £3,000 deposit, they flatly refused and pushed me to accept a different car that was “ready to be delivered.” The second car was delivered with rust and strange noises, making it completely unacceptable. I rejected it with evidence and was then offered a third car, as they refused to refund my deposit. This third car arrived in February 2024, but to my disbelief, the engine management light came on immediately. I reported the issue, drove 90 miles back to Stoke for repairs, only to have the issue reappear within hours of leaving the dealership. This cycle of repairs and engine management lights repeated, requiring me to take time off work and endure the stress of repeated 90-mile trips, all while Stoneacre continued to fail to resolve the issue. Eventually, they suggested I lose my deposit completely and pay an additional £2,000 for yet another car. Both offers were unacceptable, as they sold me a faulty vehicle in the first place! After escalating the matter to the Ombudsman, Stoneacre reluctantly replaced the engine after four months. I thought this was finally the resolution – until the very next day, when the engine management light came on yet again. Per the Ombudsman’s instructions, a third-party inspection revealed that the repairs failed. Despite this, Stoneacre continues to stall the process by refusing to cooperate properly with the Ombudsman and the finance company, leaving me stuck with an unroadworthy car. It has now been a year of stress, anxiety, and financial loss. I’m still paying for finance, road tax, and insurance on a car I cannot drive. Adding insult to injury, they had the audacity to call me about servicing the car and warned I could lose the 5-year warranty I purchased. Stoneacre Stoke prioritises sales targets over customer service or accountability. I would not wish this experience on anyone. Avoid them at all costs – they have cost me money, time, and peace of mind.