Hayley S

Dont bother - go elsewhere

Posted a bad review on here, google and Facebook about Garlands Motor Skoda in Aldershot. Their response to every single one is below (thought I would beat them to it before they post the same rubbish all over again). Update: Then they send the below reply, is the below message not stating that not only did they make errors in the way they communicated with a customer but also that their valeting team will waste your fuel whilst you have to reimburse there fuel for their courtesy car. I did cancel the order fair enough but I didn’t expect to be spoken to and made to feel guilty for something that 2nd time round I never placed an order on, I was completely honest with them that I wasnt going to be able to place an order or look at a car and I get a bad response because they don’t get there way/order. Ended up going to Lookers in Guildford as if you want pushy salesman and the blame game this is the place to go. I appreciate they went to the level of the test drive and how annoying cancellation of an order is however didn’t expect to be spoken to as I had been in the very last email. Gave feedback to the sales manger on this and was completely dismissed. Whatever happened to the customer service. Therefore can quiet honestly say travel to Guildford and go to lookers, you’ll get a better deal and friendlier customer service. Response from the owner 15 hours ago: Hi Hayley, thank you for your review. Unfortunately your review isn’t entirely factually correct. We provided an excellent level of service by pulling out all of the stops to make sure we found a replacement vehicle that fitted within your monthly budget, my sales team stayed open late to provide a test drive and get everything on the order right for you, we processed the order even though you were unable to leave a deposit on the vehicle as we are a family business that cares about our customers and wanted you to be completely happy. You then cancelled the order the next day costing us cancellation charges and we had already processed the finance documents and begun the registration process with Skoda. However - we cancelled the order and did not pursue any cancellation charges. When you refer to a pushy salesman I can only assume you are referring to us requesting that we would need to take a deposit to secure another order when you re-enquired about purchasing a vehicle as we didn’t want to take the risk on incurring more cancellation charges if you cancelled again. You emailed my sales controller with your feedback and this was not dismissed - it was responded to politely and promptly explaining that unfortunately we couldn’t have done any more for you. We have done our best to look after your needs for the last couple of years whilst you had your vehicle from us, including reimbursing you the £5 worth of petrol that you said our valeting team had used by leaving your air conditioning on whilst they gave your vehicle a complimentary wash and vacuum whilst the car was in for a service. We are recognised widely for providing excellent customer service and consistently score very highly with Skoda UK’s customer satisfaction scores. Nick - Sales Manager