Anonymous

Unpleasant Experience

I have to say I was thoroughly disappointed in my experience with Dove House. It was a very protracted experience over the course of three months where I feel I gave them ample opportunity to address the issues that I raised, but in the end they were not able to do so.  The main issue centred around a spot of lacquer peel on the nose. It was not spotted by myself, my friend nor a Dove House representative when I went to view the car (the car was viewed both inside and outside in daylight as well as briefly driven). Nor is this blemish visible in any of the sales images for the vehicle.  In the intervening two weeks before I collected the car, new tyres were fitted, the car MOT'd and valeted, but they are insistent that there is no way that the lacquer peel on the nose was not there two weeks previously - based on what evidence I am not sure...?  Upon collection, as soon as the car was driven outside the peeling lacquer spot was immediately visible. This was raised with the salesman who was very quick to reassure me that they would be able to do something about that and I should carry on and enjoy new car day. However, this is where the communication ceased, they now became very hard to get hold of by phone or email and really didn't want to know me any more (short version is I should not have driven the car away).   The communication from this point was very poor. It seemed as though they would do/say anything to get you off the phone or off the premises and then never deliver on anything they promised. I was told someone would call me back on a specific day about 3 or 4 times and it never happened, leaving me chasing them on numerous occasions. It was a similar story with emails. If you would expect 24 or 48 response times to be reasonable, well don't get your hopes up, in my experience I was lucky to get one email a week.  After a very drawn out back and forth I gave them one final chance to make it right. Despite the fact that they agreed that they did not notice this patch of lacquer peel when I viewed the car, and the fact that they were quick to say they could do something about it to ensure I drove the car away, they are now insistent that they are going to do nothing to resolve the issue. They also agreed that if I had refused to take the car then they would have done something about it. Morals of the story here - don't believe a word they say and if you have any doubt do not drive the car away - better still, avoid altogether.