Big Motoring World West Malling

80 reviews3 out of 5 stars — Rated Average
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45% Recommend
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"Selling FAULTY cars. No Customer Service"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I purchased a Mercedes C350e (2017) on 23/02/20. Upon viewing the vehicle I raised with the Sales Person, Ben Ware, that there was a fault with the Fuel Flap for the Electric Port. The body panel was very flimsy when pressed. We reconfirmed this by comparing it to another Mercedes C350e they had on site. Ben Ware confirmed that this would be repaired if we purchased the vehicle and would also ensure the vehicle is serviced. I made sure that this was confirmed on the invoice/order. When speaking to Ben Ware to try and negotiate with Ben Ware, Mr Peter Waddell (The owner of Big Motoring World), interjected with no reason and said “If they can get it cheaper elsewhere, let them go. Don’t waste your time”. This was utterly disrespectful and rude. At this point we left the building. On the basis of the great customer care I received from Ben, I decided to put my pride on one side and agree to the purchase. When the Sales person who carried out the transaction was explaining that the car is to be collected at another site, Peter once again interjected and very patronisingly said “Make sure you go to Snodland and not here to pick the car”. I was absolutely disgusted by his behaviour but had already proceeded with the transaction. Upon collecting the vehicle on 24/02/20, the fault was not repaired. When this was questioned I was bluntly told that there is no fault and "that is how they are". I explained that I confirmed with Ben that this was not normal and that it would be rectified. After some strong persuasion from myself, the vehicle was taken back into the workshop to be looked at. I viewed the vehicle being taken into the workshop from the window in the reception and could not see anyone reviewing it again. When the vehicle was brought back out, I was told that the engineers have said there is nothing wrong so I asked to see the Manager, Sophia. The Manager reiterated the same conversation and said that if Mercedes confirm there is an issue that to contact the After Sales team to discuss reimbursement to repair the vehicle. I gave the vehicle to Mercedes Bromley on 05/03/20 at a cost of £120 who confirmed my suspicions. There has been damage to that area and potentially to the socket. In addition to the cost of the diagnostics there would be a further cost of £405.60 to inspect the damage done. I contacted Big Motoring World After Sales team both via email and telephone on 06/03/20. I was advised by Coral via email that I would need to take the vehicle back to them to be rectified. I highlighted the fact that Big Motoring World have already confirmed that they are unable to rectify it when I collected the vehicle. I said I wanted Mercedes to complete the repairs as an experienced impartial third party. Since then I have not received any response from them. Every email is ignored and every phone call to speak to the manager I get one of 3 response Sophia is “with a customer”, “on another phone call” or “in a meeting”. I have called several times a day and not once been able to speak to anyone who can help me. I even rang the head office and Sales Team. Not a single person can help and there is no one to complain to. Since discovering the above fault, the vehicle wouldn’t start on 10/03/20 resulting in the AA being called. When the Vehicle was scanned the diagnostics report came up with 65 faults across 26 Systems (Only 15 Systems had no faults). I am now asking for my money back. One of the worst decisions to carry on using Big Motoring World and not following the advice of Mr Peter Waddell.

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"Welcoming atmosphere"
4.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

The showroom was very relaxed and welcoming atmosphere. We browse freely then were approached by a friendly, no pressure salesperson. We were offered a drink and were able to discuss our needs and expectations from a vehicle.

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"Great service"
4.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Great service very fast and effective. Friendly and professional and i didnt feel pushed into anything they made me aware of everything and made sure i understood.

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"The whole experience was professional"
4.3 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I was looking for a replacement car - found one on Autotrader. The whole experience was professional. The range of vehicles available, the knowledge and genuine desire of the staff to help me find the car.

"Quick to get the keys"
4.4 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Excellent customer service, I have bought a couple of cars from them and always found them easy to deal with. Quick to get the keys, nice to be able to just look at as many cars as you like with no sales pressure, but help available if you need it.

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"Second time buying a car here"
4.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Second time buying a car here and would defiantly recommend this place to people. It does get very busy but they are still very good at making sure you are seen to and helped.

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"Very Good!"
5 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I have just bought a new Mercedes with Big Motoring Enfield and everything was just perfect!! I'm very pleased how the all buying process was! Nice and smooth! Good price for the market, with lower prices then the average and good costumer service! In the end I'm a happy client. Recommend if you are looking for your next car :)

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"Can' t fault the service"
4.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

An excellent, no pressure service, just left to browse, but when help was required the people there were "spot-on". Can' t fault the service and the car was brilliant value too!

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"Very Helpful Staff"
4.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Very helpful staff who knew what they were talking about. Fast and easy process for buying a car. Excellent opening hours and good prices. Fantastic experience, this is the family's second car from here. Highly recommended.

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"Straightforward Purchase"
4.5 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Excellent service throughout the whole process. From initial contact to pick up of vehicle. The staff explained the process and made it as straightforward as possible.

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Dealership Information

Big Motoring World Addington is a used car dealership that are specialist stockists of prestige cars and approved sellers of some of the very best BMW and Mercedes-Benz models available. Also on site, Big Motoring World reviews every element of your car with a fully equipped workshop that can MOT, service and perform diagnostic checks on your vehicle, keeping you safe and your car performing well.

Deals in: Cars
Manufacturers: Sells a variety of makes and models
Franchise Dealership

Services available
Car Hire
Car Leasing
Car Repairs
Car Sourcing
Finance
GAP Insurance
Motorbike Sales
New Car Sales
Part Exchange
Sell Your Car
Servicing
Used Car Sales
Van Sales
Warranty
Ratings
80 reviews3 out of 5 stars — Rated Average
Excellent
34
Very Good
6
Average
5
Poor
13
Terrible
22

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Contact Information

Address

Big Motoring World West Malling
London Road
West Malling
Kent
ME19 5PL

Get in touch

01634 248638
http://www.bigmotoringworld.co.uk

Opening times

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Dealership Statistics

45%
Would recommend this dealer to family and friends
0%
Percent of reviews responded to by this dealer

Additional Information About Big Motoring World West Malling

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