James C

Honestly the worst communicators ever

Purchased a second hand car with them in July and agreed to collect from one of their garages closer to me. During negotiations it was agreed a parcel shelf would be included as the car didn’t have one (this will become relevant later). On the day of collection they called (as I was about to leave) to advise the check engine light was on so they’d need to delay collection. It sounded like they waited until the day of delivery to turn the car on which suggests no preparation took place despite collection being agreed over a week prior. Having arranged childcare I suggested I collect the car and arrange for a local garage to check it over and complete the works (I’m not local to even the nearest of their garages), they declined and say they would deal with it and arrange a new date. It took over two weeks for this to happen and from what I can establish they simply cleared the fault and hoped for the best. It took over a week for a technician to “be available to test drive to make sure the light doesn’t come back on again”. After a complaint they agreed to deliver the car to my home and take away my part exchange, which was really appreciated. On day of delivery it came to light there was a miscommunication with the spec and the car didn’t have Apple CarPlay plus the parcel shelf was still missing from the car. After much back and forth the dealer agreed to give me the money to get this added, which was appreciated however it took weeks for the money to land in my account despite multiple emails chasing and promises from the dealer it had been sent. Just a week after delivery of the car, the engine management light came back on and the garage refused to deal with it, costing me over £300 to resolve. The simple parcel shelf issue has taken 6 months to resolve (in fact it’s still ongoing). After 5 and a half months of chasing and complaining a parcel shelf finally arrived, and shock, it wasn’t actually compatible with my car. After a further complaint it was agreed I could buy a parcel shelf and they would give me the money (this was confirmed in writing at my request given the previous issues). Three weeks after sending proof of my purchase and details for a bank transfer I’m still waiting for the money and for them to say what they want me to do with the parcel shelf that doesn’t fit. Not once have I had a formal response to my complaint despite their complaints policy saying I will and frankly they’ve been obstructive and terrible the whole way through. If you happen upon a perfect car with no problems, you’ll probably be fine. If you need any support or issues resolved - GOOD LUCK!