Mr L

Faulty car - 5 faults in 24hrs!

My experience with Arbury Citroen started out very positive. I dealt with Jessica who has polite, attentive and very customer-focussed. She found me a 2015 Citroen C1 (NK15PUX), which had low mileage and appeared to be in very good condition. I purchased the vehicle and the sales process was very efficiently done, and at this point, I was completed satisfied with the service. However, the vehicle arrived the following week after having undergone a 112 point inspection and within 24 hours, five issues with the vehicle had arisen. Firstly, the MirrorLink did not work, the engine warning sign then came on shortly followed by the tyre pressure warning sign, the airbag light had collapsed into the dashboard and the dynamic stability control was not working. For a vehicle which had undergone such a thorough inspection, I was shocked to find out how many things were wrong with the car. Within less than 24hrs I had reported these issues to Arbury and we spent the following week going back-and-forth about different options that were available to me. All the options were very profit margin focussed, rather than wanting to rectify the vehicle issues and customer satisfaction. Quite often, I felt as though my situation was being put to the bottom of the pile, with the Branch Manager calling me after hours on his way home from work. I had to constantly chase them for answers and I was often left with a promise to call at a certain time, which was always broken. Almost a week after the vehicle had been delivered, that’s how slow the process had been and how much I’ve had to chase, the Branch Manager called me and said that a refund was the best option because he’d read my email(s) and the MirrorLink on the car won’t work because it’s a 2015 model. By this point, I was apoplectic, a week of trying to resolve the issue, countless emails, calls and texts out of hours to be told that the MirrorLink didn’t work in the first place, and shouldn’t have been advertised as one of the car’s functionalities! The car is now being returned and I am expecting a refund soon. If the aftersales team were as attentive and customer-focused as the sales team, I doubt I would be returning the car, but they’re beyond shocking. I would seriously look into other dealerships before choosing Arbury.