Jake H

TERRIBLE!!!

Brought what we thought was a fantastic car and value for money! End of the year 2024 our family was on the hunt for our next family car, took to the web and found some great deals on the Cinch website, choosing to ignore feedback and reviews we decided to buy a vehicle from Cinch…this is where it all went wrong. Around a week after purchase and finance sorted - we received a phone call saying the car is being delivered likely to be the afternoon, brilliant great service even giving us a tip off of a time…same day several hours later, a phone call from cinch advising our car has broken down, Recovery has been called out if it can be fixed/ sorted on road side it will be and still delivered, if not it will be sent back to Corby to be sorted ( all good so far and reassuring) either way will receive a phone call letting us know…hour later and no phone call…delivery driver turns up - gets out of the car, ask if car is sorted to which his words where…the errors went away, you have 14 day MBG and 90 days warranty…enjoy the car - and left swiftly. First impressions of the car - looks great, super chuffed - step inside the car, the smell of cigarettes, and ASH on the dashboard, push that to one side let’s take it for a spin as anyone would…15 minutes the Car going into limp mode, transmission errors, erratic gear changing, get the car home at this point Cinch are closed, so everything’s prepped for a phone call following day…get through to someone who takes all my details and gets my BMW booked in with a local Ford Garage several days later as they have an agreement with them, same day of it going in…”we can’t touch it, it needs BMW due to the gear box” another phone call and another few days rebooking to “BMW garage” same day…it needs a new gearbox, we’ve let cinch know…naturally something like this you’re worried about what’s going to happen, we’re Car Less and no means of transport for our family, several days later I’ve had to call Cinch as NOTHING FROM THEM, sorry it’s with the warranty team it needs to be approved for next stages we can get you hire car (sounds good at this stage) - go and arrange drop off to get hire vehicle - you’ve got to pay a deposit for this pleasure…paid as naturally it’s all Ok, Cinch will sort it… Several days, No news from Cinch - Note every day BMW Customer service team calling me advising of nothing…another phone call to Cinch - nothing passed yet… weekend is here, Hire car company calls…you need to return car back? hold on Cinch told me they’re sorting this out I have a hire car until our car is fixed? No, turns out you have to personally call Cinch to find out for an update and then request the hire car longer…another week passes, another Saturday of hire car company saying Car needs to be back, another call to Cinch same thing… *Please note - Cinch never called me once!!!!* BMW call today they’ve heard nothing..call Cinch it’s now going to someone higher for answers.. another week passes, another weekend extending hire car… I get a phone call from Cinch Friday afternoon - your car has been written off, someone will be in touch to discuss your next steps… Saturday comes, hire car company asked to return the vehicle, hold on Cinch have said they’re keeping us mobile until next steps, call Cinch yeah we will extend…any update whilst on the phone? not yet someone will call you… Another week passes, I call for an update…yes we have agreed to give you all your money back, finance will Unwind but you need to sort finance company out to get your money. ( already paid for monthly instalment even though we’ve not driven the car for the nearly 2 months this was going on) At this stage, ive lost all trust - nothing from customer service, nothing to give us a glimmer of hope that they care… Several days later - I phone for an update…oh yes sorry, has someone called you? We can’t refund you that amount on the card that you paid on so we need to BACS it…how long have you known about this (Saturday I phoned) - Thursday…has anyone called you…No hence my call to Cinch for update!!! Ok someone will call you Monday first thing…Wednesday still nothing…Phone again, money be in your account by Friday… Complain to Cinch…we understand you’ve not had a great time with us…we will give you £250 ONLY IF YOU BUY A CAR OFF US AGAIN… - just shy of two months of what I can only say was a total shambles of a company, extremely poor customer service and nearly two months of a verdict they evidently knew about a lot sooner. I have since sourced a vehicle elsewhere, financed, explained to the car garage the experience I had with Cinch. The only positive out of this was Enterprise hire car company being amazing and reassuring, along with BMW throughout the process. What a horrid 2 months we had with Cinch with nothing to show for it other than completely negative feedback for Cinch - terrible service.