Paid deposit to buy golf car , its for my wife and she is a key worker ↦ Got an email to pay balance to collect the car ↦ got reservation confirmation ↦ double checked with staff member (who is chasing me whether i want to buy or not) couple of times whether car is ready for collection or still in preparation ↦ staff clearly saying car ready for collection ↦ got email links to pay and send my relevant documents ↦ got call from another staff saying car got problem and refunding money , I requested to keep deposit and will wait until car gets sorted but refused ↦ received deposit refund email showing that I requested, received call from another staff, he clearly saying it has clutch problem , car needs to go to dealer, won't sell those kind of cars, offered admin fee discount for another car ↦ I asked about email content showing that i requested refund, but the staff said its standard template, received phone call from staff in the evening explained that car is in snodland site, it has clutch problem, waiting for workshop to look, if problem doesn't resolve, she said car needs to go somewhere north of England for repair, so not selling that car ↦ email received in the night with new price change for the same car. As per my knowledge , they underpriced initially , then realised , changed cards with different stories and pulled me out of sale. I booked car on 3rd april, they found the fault on 28th, 25 days gone waste. Even thought , my wife is a key worker, They didn't cared about that. Surprisingly MOT is passed on 5th April without clutch? Emailed CEO, about the incident, he replied that car is £3000 under priced wrongly. If i want to buy for the advertised price, its with no clutch, that's buy or not buy.. Means selling faulty car for less price?? No respect even from CEO , rude response, buy or not buy... That is the service and response they provide to key worker customer?? I can't imagine how the service to the normal customers?

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.