Marcella C

Avoid at all costs!

I have just walked out of my local Renault dealer (Brayleys Milton Keynes) and I have never experienced such an abysmal customer service from any other dealer before, this is what is going on: 1) I bough a Captur 2014 with only 7,000 miles on the clock around Aug. 22nd. The car was in a very good condition minus a scratch on the driver's door. The seller told me not to worry as he could have this fixed before I collected the car. The collection was then arranged to happen on Aug. 30th. 2) On August 30th I went to collect the car and noticed that the scratch on the door had been tidied up but it was such a badly done job that it looked like someone just used a coloured pen to do the door and the excess material dried up. On top of this, I noticed a dent on the boot door too . I mentioned to the seller that the quality of the work carried out was not great and pointed at the other defect as well. He agreed that the quality was horrible and offered me to cancel the deal if I wanted or to have it sent out to be fixed properly. I decided to have a go so asked him to put all this in writing.I was supposed to collect the car the next day as the dent was going to be removed then 3) On August 31st the dent was not done as the dent man apparently did not show up. I would have to drop the car on Monday 4th for this to be done. I collected the car and when the same seller was showing me all the controls on how to operate the various buttons I enquired where the wheel nut locker key was. He searched for it and could not find it. He then told me my car did not have one and he did not know why. But not to worry as he was going to order me one. Also, there was no manual as the previous owner lost it but he told me he had already ordered that for me. 4) On Sep. 4th i brought the car in for the dent to be done and the wheel nut locker key to be done too. On collection the dent was gone but the wheel nut locker was not as he told me the wrong one had been ordered so he had to request another one again. 5) Last hurdle was to drop the car in on 6/9 to go to the body shop for the day so that the scratch on the door and the poor job done to correct it could be improved upon. A courtesy car was offered. 6) On 7/9 received a call from seller to say the car was not going to be ready on that day as they needed the paint to dry, so the car would be ready on 8/9 in the morning most probably. 7) Today the 8/9, I received no calls in the morning and so about 2:30 called to enquiry if the car was ready. The seller was busy at that time so I left a message. At 4:30 again I tried to call but he was still busy. At 5m I drove to the dealer and noticed my car was nowhere to be seen. I went inside the showroom and waited for the seller. He came to find me minutes later to say there has been a problem with the car. He could not find for the whole day the person who was working in my car. He called the person but he did not know where he was. 8) At this point I really lost my calm and told him I was getting very frustrated with the whole experience I was having. He then told me he sold me the car in good faith and that he had tried to help me but maybe he should not have been so nice and should have told me I had to accept the car as it was or just leave the deal. I also bought the car in good faith, paid for it and have bene experiencing this night mare customer service. He then notice I was really upset and went to talk to his boss. Five minutes later he told me he talked to his boss who had just managed to talk to the body shop at that minute. The car was being collected at 6pm and the wheel nut locker key done tomorrow morning. 9) I told him that if I do not have the car back tomorrow as discussed I wanted my money back tomorrow . 10) I am so amazed by the catalogue of failures I have experienced especially with this seller that I am really starting to regret buying this car in the first place!