Janea M

Unacceptable service and mis-sold a car

Having reserved a car pre lockdown and the Car Shop not fulfilling their agreement to have this available to me before the new year, I purchased the car under the 14 day click and collect process. I was explicitly told that should I not wish to purchase the new car, having only seen it online at this point, that I would receive a full refund, my car that I was part exchanging would be returned to me and the new finance agreement would be reserved. I was promised 14 days grace, and re-assured that I had this time to make my decision. In the current climate, I felt this was a reasonable option. I had the car for 8 days in total, having to take it back and forth to the Repair Centre then the manufacturer due to a fault that that Car Shop told me they could not locate. I had 3 days without a car whilst the manufacturer found and fixed the fault. The Car Shop paid for this however implied that I should be grateful for my “free of charge” repair which I thought was wholly unreasonable. The whole experience during lockdown whilst trying to have minimal contact with others and still working full time, was highly inconvenient and stressful. I decided I was not happy with the car or the customer service I had received. On asking to return the car, I was shocked to be told that my car will not be returned to me, instead I was told I owed them the outstanding finance on my car and would effectively have to buy it back from them. The absolute opposite of what I had been told when collecting the car. Not having the money to do this, I then had to wait for a full refund and look to buy another car as quickly as possible. Ultimately this experience resulted in me having no car during lockdown whilst 6 months pregnant, being inconvenienced at every juncture, caused unnecessary stress and still out of pocket as I am yet to have all my money returned. I am yet to receive a response from them in relation to my last email which I sent over a week ago. Please use this service and company with caution as they have mis-sold a service and given incorrect information throughout.