Roy Bendy from Eclipse Car Sales in response to Terrible aftersales service

Inaccurate Review Richard im appalled at your inaccurate review that has the clear intention to try and damage my business and especially about a BMW M3 which we’re very well known for selling. You seem to have missed out all of the facts which I will now cover. You bought a BMW M3 E46 from us in on the 16th January 2016 and had that car 6 months before bringing it back to us with a damaged head gasket which we fixed for you under warranty. Had you been on track with it? In November 2016 you upgraded the car with us for an E92 M3. The car was a 2007 model with 71k on the clock. You didn’t take the extended warranty opting for our standard warranty. In early 2017 the car developed an intermittent ABS problem. We investigated this a couple of times and went on test drive with you as each time the car was with us it was fine. It was also fine on the test drive when we drove it together. You reported the problem several times so we took the car in for further investigation. You were offered a free loan car but dismissed this as you had a works vehicle which to be fair helped us. We took the ABS pump off and sent it to a specialist for further investigation. The time taken was greater than hoped as the problem reported was intermittent and so was thoroughly investigated. We wanted to make sure it was done as cheaply as possible as the standard warranty didn’t cover the problem. The pump was then sent back to us and on road test was found to still have the problem but this was worse now. Eclipse paid for a ABS pump out of goodwill as it had taken longer than expected due to the problem being very intermittent. The new pump was installed into the car and road tested fine. You then informed me directly that you couldn’t afford the car anyway and asked us to sell it on your behalf which we were happy to do. We got you a good price for the car and in October 2017 you left this office happy even asking me if I could source a works tipper truck for you. “I'm happy to deal with you again” were your last words. We shook hands and that was the last time I saw you. I have today “20th October 2018” called you to find out why you have attacked my company and reputation in this way but there was no answer and no ability to leave a voicemail. I believe we have looked after you very well Richard and that your review is completely inaccurate and has been written in such a way as to try and harm my business. Why? Roy

Roy bendy from Eclipse Car Sales in response to Agreements not honoured...

Max Im Roy the owner of Eclipse and I’d like to express how shocked and disappointed I am that you have decided to attack my company with this inaccurate review. You mention that you are a former Army officer and that integrity is a core part of any dealing which I completely agree with but would you also agree that accuracy of a statement / review is important?. I will show below that we have delivered over and above on what was agreed at the time of sale and what was signed for by yourself and the salesman at the time of purchase. You have 3 points that you raise. I will answer each point in tern so that readers can see exactly what happened and understand that facts that you have decided to leave out to suit your own version of events. 1. Service history – The service history had two services missing from the book. We agreed to track the services down and A member of staff took the time to call around various garages and hunt down the missing dates, mileages etc and enter this in the book for you by hand. We did not agree to stamp the book as you claim for the simple reason that sending this off could lead to the book going missing altogether whilst at another dealer. I personally spoke with you aswell as my sales manager Paul and confirmed that we would send the book off recorded delivery to each dealer “two separate ones” with a self addressed envelope for them to return once stamped. We would do this on the basis that we were not responsible if something happened to the service book whilst not in our control but you said this wasn’t good enough and we weren’t prepared to have you raising your voice at us if this was lost by a third party. 2. A second key – the car was sold with one key. It’s a 9 year old vehicle and who knows where the second key is? As we had taken the car in from a local lady we agreed that we would contact her to see if she knew if a second key existed and if she had it. Some 9 calls later and 1 knock on the door had confirmed that indeed a second key apparently existed but was never received despite promises from the lady that it was coming. I can only assume that she couldn’t find it and was embarrassed to say so having told us there was one. To remedy this as a gesture of good will we offered the option of a free service or a second key at our cost. The key saga had gone on about 2 months and I agree this is too long. We couldn’t call the lady every single day for fear of hounding, after all we wanted her to bring in the key that we were led to believe existed. You agreed to have a second key free of charge. 3. Key programming day – Car required for 24 hours to programme a second key for you by an outside specialist. You agree to drop your car in at 5pm one day and collect at 5pm the next. The car was dropped off and a FREE courtesy car supplied. The key was coded to the car but not before you called the office and was rude to my staff asking how long it was going to be and claiming we were wasting your day. My staff called our workshop and your car was nearly ready. We offered to bring the car to you to save you time but the next we knew you had arrived at the forecourt ranting and raving. You checked the vehicle and yes the new 2018 software means you now have to unlock the car before opening the boot separately. It’s a security feature and more protective than the older version when your car was made in 2009. Again you weren’t happy about this. Your last comment was that the owner should call you. I called you the next morning to discuss. In that call you just wanted to over talk me and raise your voice which personally I find very rude and not the sort of behaviour I would expect from a former Army officer. I listened to your version of events but you didn’t want to hear mine. I had listened to your complaints and tried to resolve them to your satisfaction but truly believe that all you wanted to do was complain about the key and the service records, both of which we resolved for you.