KT

THE WORST EXPERIENCE - AVOID!

THE WORST CUSTOMER SERVICE - AVOID AT ALL COSTS I purchased a car from them in July 2024 and what followed has been months of stress, financial loss, and complete disrespect from multiple staff members. I am now writing this review after recovering to warn people from them. At first, everything was great — helpful, polite salespeople (of course, they were getting my money). I used almost all of my savings to buy the car. Less than 2 months later, in September, the engine warning light came on due to faulty spark plugs. I was told they couldn’t look at it for four weeks and to “just drive it — it should be fine.” This, despite a clear warning on the dash. No concern at all for safety. I had to pay out of pocket to an independent garage to get it fixed right away. Then in November, I broke down completely with a major oil pressure fault. The car had only done 1k miles since purchase and became undrivable. When I called Evans Halshaw, I was told I was “a week out of warranty” and there was “nothing they could do.” This was after already having an issue under warranty! After getting legal advice from Citizens Advice, I contacted them again and pushed to speak to a manager. Eventually, Andrew Smith (Aftersales Leader) returned my call and asked, “So what are you expecting me to do when it’s not our fault?” — completely patronising and dismissive. I was made to feel like I had done something wrong. I had to pay to tow the car to them myself. It turned out the problem was a timing chain fault — something that clearly should have been spotted before selling the vehicle. They "fixed" it, but I had to cover my own transport costs, and even the hire car during the wait. Then in January 2025, the same engine fault reappeared. I contacted Andrew directly — his response? “So you’ve just stopped driving it as a precaution?” Yes, because I value my life Andrew. His attitude was rude, arrogant, and completely lacking in basic respect. I was left in tears. My partner contacted the CEO (Gary) — no reply — but within 24 hours we were finally contacted by the Head of Business (Ben). We were offered: • Another repair (absolutely not), • A full refund if we bought another car from them (no thank you), • Or a partial refund (our only real option). We accepted the partial refund but lost a significant amount of money — plus all recovery fees, garage bills, and transport costs from being without a car for weeks. The entire process has taken a huge toll on both my mental health and finances. Staff consistently: • Avoid calls and messages • Promise call-backs that never happen • Hide when you visit in person • Speak to you like dirt They are happy to take your money, then leave you to suffer with a dangerous car and no support, disgusting for a big "reputable" company. To top it off, I recently received a recall notice for faulty airbags on the same vehicle — months after returning it. I only hope whoever they fobbed it off to is safe. Evans Halshaw Walsall has shown zero accountability, zero professionalism, and zero customer care. Please don’t make the mistake I did. Buy your car elsewhere.