Sam B

Anonymous

Viewed a car on the 19/11/16. The person who was showing us the car was called Matt who said that he was a 'family member'. The car had been advertised a week ago and so needed cleaning and marks and scratches on the exterior needed fixing. Also, noticed a few deep scratches on the windscreen as well as the driver's side window. Got reassured that everything will be fixed and Matt said he would check if the windscreen scratches can be removed. Also, said he'd let us know if a satnav can be fitted or not. Matt said he's off on 21/11/16, but, he'll pass it on to Martin on the 21/11/16, who he said was the main salesperson and that that will be Martin's first job to do on Monday and that we'll get a call back on the Monday to let us know whether it could or could not be done. Received no phone call. Matt said if he couldn't get the windscreen scratches fixed, then he would straightaway give us a refund for the deposit we paid. Matt also said that the car will be ready for Thursday. We said that we want it ready by Thursday and the windscreen fixed otherwise we won’t purchase it. Got no phone call from them so we called them instead on the 21/11/16. Martin picked up and said Matt was off and he was unaware about anything and that Matt will be back on the Tuesday. Called them on Tuesday, Martin picked up again and said Matt is off (again). Also, got told by Martin that we were getting this car at a very cheap price. It very much seemed like he was angry and unhappy with the price Matt had offered us and he certainly made it clear on the phone. Explained the situation to him and asked what happened regarding the windscreen scratches - can they be fixed or not? He said he's not sure. Explained to him that we told Matt that we wouldn't purchase the car if the windscreen scratches weren't removed. From that instance, Martin started bragging and said that he's got 2 more customers on the waiting list for this car and if we don't purchase it then they will. Again, he said that we were getting this car for a cheap price. The point is if we already paid a deposit why would you have more customers? He might have been lying - who knows? He said anyone will purchase the car we were going to buy. Also, there was no need to tell us twice that we were getting it for a cheap price. I think we clocked that in our heads. Also, between conversations he kept on telling us that he was the main person (the owner) and Matt was just an employee. Why would you lie about being an employee or a family member? They both (Matt and Martin) were lying to us about who they were and what their job role was. There must be something wrong otherwise why would they lie? Towards the end of the week none of them let us know whether the windscreen scratches were fixed or not and whether we can put a satnav in or not. They weren't bothered about us. Such appalling customer service! Called them again on Wednesday 23/11/16, Matt picked up and told us that the car will definitely be ready for Thursday 24/11/16. Called on Thursday, Martin said the car is still getting the exterior scratches fixed. Still no mention of the windscreen situation. At that point they should’ve known whether the scratches could be fixed or not. We got told again by Martin that if we don’t buy the car, then he’s got plenty more customers willing to buy. Got a missed call from them on the 25/11/16. Rang back - no one answered. Never bothered to phone me again so it shows how efficient they are in regards to customer service. We called them on the 26/11/16, Matt answered, told him that this has been going on for too long and that we don’t want to buy the car anymore as we were messed about. We told him that we want a refund for the deposit we paid. Matt said it’s absolutely fine and that we will get our refund. Today 29/11/16, got a call from Martin and he was as usual abrupt. If the main person or owner is rude then how would people trust him to buy? He asked if we were purchasing the car, we said we weren’t anymore due to the delay and that we were guaranteed that the car will be ready for 24/11/16, but it wasn’t. He said that he wouldn’t give our refund back even though Matt said that we are due back a refund. These greedy people are thieves! Think a million times before you think about purchasing a car from them! Terrible customer service! Rude, terrible communication and people skills! We're lucky we didn't buy from these thieves.