John M

Customer service? What customer service?

Only reason I've selected one star is because there is no option for 0. Do not go to the WJ King Bromley branch. Also good luck trying to call them. The receptionist always says "All our team are busy, let me take your details and a message and I'll get them to call you." I always call back after waiting at least an hour, because they don't call back. Their only concern is that you buy a car. Bit of a story; Took the car in on 13th March due to a squeak at the front and to enquire about a possible recall on the car. When I enquired about the recall, they instantly said "No, there is no recall." Not "Oh I see, we will look into that for you sir", or a "We had an Astra customer enquire about this the other day and there is no outstanding recall". That was just the start. Took the car in about 3 weeks before the 13th for an engineer to hear the squeak, but because they had no courtesy cars, had to wait. Fine, had no choice. Got a phone call saying it was an anti roll bar link and will be done the next day (14th March). 14th March, no car, they tell me they don't have the part, waiting on Vauxhall. 15th, call saying still waiting on part. On the 16th they call me at 4.10PM saying they're going to get me a hire car through Vauxhall warranty claim, should hear from Vauxhall within the hour. Gets home at 5.50PM, nothing from Vauxhall. So I call the garage back asking what do I do now? They said "Theres nothing we can do I'm afraid. It's Vauxhall's fault." So I ask them how they can get me to work the next day, maybe pay for a taxi? "No we can't do that, it's Vauxhall's fault." So no apology, no help. I ask the same question on the next the morning, still no help at all. I had to pay £25 for a taxi to get to work. If they had have called me earlier on the 16th, I wouldn't have had to shell out the money for a taxi. On the 17th, I get through to someone at Vauxhall. Super helpful. Got me a hire car within a couple of hours delivered to my work and I was sorted for a while. No update from the garage between 17th and 21st. They called me on 21st saying it was ready. I said brilliant, I'll pick it up at the weekend. "Oh no you can't collect it at the weekend." I said "why? You're open on Saturday?" He said "Yeah but we don't do customer collections at the weekend. And you've got 48 hours to return the hire vehicle." I was busy on the 22nd so couldn't collect it. So today (23rd), I went to collect my car. I parked the car up where I could, got to reception and someone took my details and got my car out. Another guy said "Your car is outside." I told them about the hire car and said that Vauxhall said the garage and Vauxhall will need to deal with it. He said "Well not necessarily. We don't have to deal with it." Bit of an attitude. I said "well they said to leave the keys and the garage should deal with it." He said "Right, are they picking it up at 12PM? Because you might get a ticket and its your responsibility." I said "I'll let them know but the car is in your control now, Vauxhall told me to hand the keys over." He said "Okay fine. We'll see." Not "Oh I see, you can park it in our car park and we can just hand it over.", just pure bad attitude, not caring at all and not putting the customer first. They knew about the hire car so why didn't they even mention it when they called me saying it was ready. Just a little "Park it in our car park and we will sort it with Vauxhall." The main person I dealt with was Robert Copeland, who also said he would send me a report the day after they diagnosed the fault. Still waiting for it. To top this all off, I haven't got a report on what they done to my car. They could have done anything. I can't condemn WJ King Bromley enough. The customer service is atrocious. They don't care, they don't take responsibility for anything, they don't help you. I would never recommend going to W J King Bromley. I actually would advise against it. You'll probably find that they are super friendly when it comes to selling cars, but once they've got your money, that's the end of the friendliness.