Mrs W

Beware of owner Richard

Where to start! I’m giving this company one star as we had a good sale experience and liaised with Jane and Andy regarding an ongoing issue and they were very professional. The problem started when we had to contact the owner Richard! We purchased a car that had a light on the dash but were promised it would be sorted the following week but they could not get an appointment at Fait until then. Graciously my husband took the car to Fiat on their behalf but it could not be fixed. After a week or so it was determined the light was not a simple task and would require a new part costing approximately £5000. At this point things turned sour. We waited 5 weeks for a decision. We asked on several occasions for Richard, the owner, to return our call which he did not. The other staffs hands were tied so we decided to just go down there on the off chance one Saturday and sure enough Richard was there sitting at reception. He greeted us with a massive smile and outreached hand and commented how he was just talking about us! Both my husband and I hesitated and said, tongue in cheek, maybe we should shake hands after the deal LOL. At this Richard said we were the rudest customers he had ever met and was going home! Of course we followed him through the forecourt. I tapped him gently on the shoulder asking if we could resolve the situation and he fronted up to me telling me to get my hands off of him then he proceeded to take my husband into a locked room and told him he was the rudest ‘see you next Tuesday’ he had ever come across. At this, my husband laughed, but Richard had us over a barrel as we still needed him to resolve our issue so we remained calm. We eventually went to the service room with other staff around where we came to an agreement that he would either fix the car or give a full refund. The car could not be fixed and although he didn’t call us directly my husband went down and after making him wait an hour they did issue the refund. Beware if you need aftercare and Richard has to make the final decision. We have never met a ruder, more unprofessional, business owner in our lives.