Tom Ogden from Clarion Cars in response to Aggressive and rude

Thanks for taking the time to review us Desmond. For the benefit of our current and future customers, I hope you won't mind me detailing a more complete account of our transaction. You originally telephoned our service department outlining that your fog lights were not operating correctly on your late model Skoda Yeti and that you wanted us to check the lighting system. Our technicians diligently carried out a diagnostic inspection of your lighting system and found no fault with the Foglight system but did discover a damaged connector on the nearside headlamp which, as it shares the circuit with the fog lights, decided could be causing an intermittent for future fault, hence we replaced it. On collection of your car, we explained the work we had done in detail. You then described the symptoms of the 'fault' further and it was discovered that in actual fact the operation of the cornering driving lamp system was to 'blame' for the fog lamps not operating in the way you expected. Upon learning this, you told us you were not happy paying the bill as we hadn't 'done anything'. Our service manager Mark did his best to explain again the work we had carried out due to the fault with the lighting system that we had found, but the conversation became heated and difficult even though we provided evidence of the damaged connector. You telephoned Mark again the following day asking for the cost to be refunded. Mark advised he would need to speak with myself (Tom Ogden, Dealer Principal) but I was unavailable due to paternity leave. Upon my return I called you forthwith and agreed to return half the cost of the repair as a goodwill gesture for the breakdown in relationship, a result that you were happy with during the call. Despite this, this review suggests you are still not happy, please contact me directly with any further issues you still have pending, and I'll do my best to remedy the situation. It's your right as a consumer to review our services, however, leaving out key information challenges your credibility as a reviewer and does little to inform future customers correctly. We wish you all the best and look forward to hearing from you.

Tom Ogden from Clarion Cars in response to Terrible Experience

Hi, thanks for taking the time to review us. I'm sorry your car has developed faults which aren't covered under warranty, however we make very clear what is covered at the point of sale, and even advertise it on our (website), Sadly we can't change what is covered after you collect the vehicle. We carefully explained what our PDI covers, and that if any component is worn above 75% (from new spec) or is faulty then it will be replaced before your collection. As you state, the previous MOT's did indeed state that the shock absorbers were worn. However upon our PDI inspection, only the offside unit was worn above 75%, which we replaced before your collection. We also replaced a tire, battery and lower suspension arm as part of our PDI promise. The compressor, glow plugs and brake pipes showed no faults/requirement for replacement at the point of sale, nor have we been given the opportunity to inspect the items and verify your claims. Furthermore, as the faults you claim have occurred 4 months after you took delivery, this only serves to prove these faults were not present at the point of sale. Our service manager called and texted you on the 16/10 to let you know that unfortunately we couldn't cover any of your issues, (if present when inspected) but offered to quote for the work to be done. We didn't hear back from you. It's always disappointing when a used car develops faults, but we can not be held responsible when we are following the contract we both agreed on to the letter. Posting reviews of our service is your right, however you are clearly leaving out key points in an attempt to smear us, this simply brings your credibility as reviewer into dispute, now and in the future. Hopefully you will agree that this full and complete account of our transaction is more beneficial for other prospective customers.