J Turner from Brooklands Motor Co Ltd in response to Avoid Avoid Avoid

Hello Mr Kennedy, I am sorry that you had a problem with your Nissan Qashqai that you purchased on 26/4/24 but I'd just like to take some time to clarify some of the points you've stated in your review. I was initially contacted by CarFinance247 via email on 17/7/24, stating you had raised on issue on 4/7/24 with them about the vehicle. (Note it took CarFinance247 13 days to make me aware) Straight away I tried to contact you via telephone to discuss the fault, unfortunately the number I seem to have for yourself is wrong (This I will admit is our fault as we must have been written down wrong on vehicle invoice), I then contacted the warranty company (A1 Approved) to ask them if they had received any claims for your vehicle, they confirmed that a mechanic had contacted them at the end of June in relation to a claim for a turbo, DPF & brakes. They had advised this mechanic to send them a quotation for the work and they would take it from there. (No quotation was ever sent to A1 Approved) A1 Approved tried to contact yourself via the number they had & were told by whomever answered the phone that they were not Mr Kennedy and abruptly hung up. As it seemed that both us & A1 Approved didn't have the correct contact number for yourself, I then contacted CarFinance247 asking them to provide a contact phone number for yourself (Again note that all this was within 2 hours of the initial email that made me aware of an issue) I got no response, so I emailed them the next day (18/7/24), again no response, another email sent on the 19/7/24 & 24/7/24, all went unanswered by CarFinance247. (Please find at the bottom of this reply a link to a Google drive that shows all my emails to the finance company) I didn't hear from CarFinance247 till 31/7/24 (14 days after the initial email), at which point CarFinance247 rang & told me that you had been uncooperative with them & was only wishing to speak to the lender, as CarFinance247 is the broker. They advised me they was seeking the lender to tell you to cooperate & that they would put a deadline in place. I have no idea if that is true or simply CarFinance247 covering their own backs as they hadn't been bothering to reply to numerous emails but I did agree with them that a deadline would need to be set as if the issue was turbo related then prolonging the repairs could cause more damage. I didn't hear back from CarFinance247 till 23/8/24, at which point they called me to inform that the repair cost quoted for the vehicle was £2413.20, way exceeding the warranty claim limit of £1000.00, however I was able to agree a deal between myself, the warranty company & the finance company. I would pay £1000.00, the warranty company would pay £1000.00 & the finance company would pay the £413.20. (Again in the Google drive at the end of this reply, you will find a screenshot of the quote provided by CarFinance247 shortly after their call) The vehicle did come with a new MOT and inspection by an independent MOT station, if they failed to miss the brakes then I can only apologise for this, and hope you understand that I am not an MOT tester nor mechanic so can only rely on the knowledge of the MOT station/Tester. Furthermore I am also sorry that you had to find other means of transport whilst this was going on, as far as I was aware you was still driving around in the vehicle whilst these faults were present but had I known that you was without a vehicle then we would have looked at hiring you a vehicle from one of your local rental car businesses. Unfortunately the reason this issue took so long to resolve was purely down to CarFinance247 not replying, nor updating us on how the issue was progressing & their unwillingness to provide a contact number for yourself so that we would discuss this issue quickly & would have allow us to have this resolved in a much shorter timeframe. https://drive.google.com/drive/folders/1t1w7yA1Ph6Pd1viiVIPRpVTEadAyxDlG?usp=drive_link