Jen

TERRIBLE SERVICE AND POOR STAFF

I found the car i had been looking for after some time in the Marshall Garage in Knebworth, took the car for a test drive and heard a rattling sound on the car, when I mentioned this the sales person Mollie didn't even respond and I had to mention it again. She advised this issue would be looked at should I buy the car. Before my Purchase Marshalls advised a full valet would be done on the car, paint scratches removed, and the rattling sound looked at so I came back to collect the car, and it had not been cleaned. I reached inside the car door and had black dirt on the ends of my fingers and showed the sales person Mollie again who just advised it has been cleaned !!! Anyway we had agreed to bring the car back again in a few days for the paint work to be done and for the car to be cleaned once again. On collection of the car for the second time scratches has been done, car had been cleaned (sort Of) yet to realise not very well again ! And again advised that when the car was driven Mollie could not hear any rattling issues with the car and insisted that I could take the car back to Hyundai as it was under warranty with them, also for them to look at the car problem even though I purchased it from Marshalls ! Shocking customer service at its best. Once again drove away and called the garage again to insist the rattling was still there as it had never gone away to be patronised by a male sales assistant advising "All cars have a slight rattle noise" I have been driving 10+ years and understand what constitutes a 'normal' rattle or a problem rattle, so after me getting upset with the situation they advised I could take the car back in for someone to look at it. We took the car into the service team and within 5 mins of being in the car the mechanic heard the noise and advised that is an issue that needs to be looked at. Relieved that they didn't just send me on my way we agreed a date to take the car back in a few days later and due to all the issues we had we were promised a larger family car, similar in size to my car will be ready for me to collect for a courtesy car on the day and they will call me. No phone call came and we had to call them to be told the courtesy car was not ready, so agreed to take a different car which we picked up the next day. Then we were promised a call once they found the issue with the car, again no call came, we had to once again chase them to be advised it was a faulty shock absorber but could not advise how long it would take to fix or when i could have my car back. By this point i had zero patience left with this situation and left it for them to call me the next morning with news on this.Once again no phone call, I yet again had to call them to be told my car had been fixed and was ready and waiting for me. In my frustration i emailed the Sales manager this exact complaint and still haven't had any response or apology. manager - Nick Dubery. All in all my experience with purchasing a car and getting the problem fixed was awful. Vauxhall had sold me a faulty car and then put me through this to get it fixed. I will never use their garage again and I will make sure no one i know does either. Terrible customer service, inexperience and patronising staff members and a clear lack of care when customers are upset by their service. AVOID AVOID AVOID.