Staff were extremely helpful and answered all my questions. Felt very comfortable and at ease. Thank you

Dear Evans Halshaw I wish to make a complaint regarding the service and experience I have recently received by your team at Leeds Vauxhall and Chester Ford branch. On the 4th January I made the 168 mile round trip to your Leeds branch, as I saw a car I liked the look of. I was greater by Mike, who I have to say, didn't really give the great first impression. He seemed somewhat grumpy and like he didn't really want to be there. He lacked in any conversation and customer service. I tested the car, and noticed there were some scrapes, missing parcel shelf, fuel flap not working and a huge part of the plastic under the car damaged. I wasn't happy paying the full price as I would have to spend more to fix these issues. I then went back in to see Mike after the test drive and asked him if he was able to knock anything off due to the issues I had found. He turned around and said to me - you've come to the wrong place. He then just continued to precede with the paperwork at his desk (which was not for me) and dismissed me from any conversation/ sale. I walked away very confused to what experience I had just received, as this is not what I would expect from a sales show room. I drove off, and had to gather my thoughts on the service I'd just received, and to think if I wanted the car. As I really did want to purchase the car, however the whole experience put me off and not want to purchase the car. After spending some time thinking about this, I drove back to the showroom and continued on with the purchase. When I signed on the dotted line, Mike soon brightened up! As I mentioned there was no parcel shelf, I'd asked him if he could order one or give a replacement as this was on the pictures but not with the car. He told me he would order one and would give me a call at the end of the week. The end of the week came, and had no call. I waited until Monday and called the showroom. I was told Mike wasn't in and they'd take my number and Mike would call me back. I waited again until the end of the week again and had no call. I rang once more to speak to Mike and was told again he wasn't in. The person I'd spoken to told me that no parcel shelf had been ordered or sent out. The person I spoke to said they will order one and get it sent out right away. During the journey down from Leeds to North Wales, the tyre pressure had come on the dashboard. I didn't really think much of it, so I pulled over to the nearest service station to check the tyres. Them seemed fine and I pressed the reset button on the dash, and continued on with my journey. As I got nearer to home, the light again came up. I reset it when I got home and monitored it over the next few days. It did continue to light up. I visited your website and spoke on the live chat. I explained the situation and was told I could take it to the nearest branch to be looked at. I rang the Chester branch, and they point blank told me to take it back to Leeds, making me feel they didn't want to help. I explained where I lived and that I'd spoken to someone on the live chat, they then booked me in to have the car checked. During this time, I visited the website to make a complaint (ticket number 524094874) however, I've heard nothing back from this. I took my car in to Chester, they had fixed my fuel flap, handbrake issue and they told me they had fixed the tyre pressure warning light. I was told if there were any issues then to come back. On the drive home, the light came back up again! I thought maybe as its been adapted or worked on, I reset the pressure again. I spoke to someone again on the live chat, and arranged another appointment to take the car back to Chester. I took my car back to the Chester branch and they said it will take 2-3 days to fix my car and they will call me with an update on the same day. They never called me I had to chase and ask what is happening the lady said the next morning before 9:30am she will give me a ring as she needs to speak to a Volkswagen service. I have never been contacted again, called 8 times that day and finally around 3 pm I have managed to speak to someone. I have been told I can pick up my car that day or I can leave it there but it might take weeks until they will manage to make an appointment with VW as they are not specialised at VW cars. I went to pick up my car and been told shortly they will contact me to let me know which dates are available for VW. After waiting for 2 weeks I have called the Chester branch and asked if there is an update we have agreed a date and been told that I need to leave my car for 3 days at the service and I will get a loan car for that time. The whole process took 11 days to fix. During this time I have been updated 2 by the team, I had to keep chasing the branch for an update which was very difficult as no one was available and the lady who was dealing with my car was off sick and I have been told by her colleagues that they can't help me because they haven't got access to her system and they don't know where my car is. I also had to chase the Leeds office to accept the service costs for the Chester Ford branch to speed up the whole process which shouldn't really be my job. It was a very stressful time as I didn't know what happened to my car and wasn't sure if I can still use the loan car (if the insurance etc was sorted) as I needed for work every day. After nearly 2 weeks I have been called that I can pick my car up. When I got the keys I have asked if they have managed to fix it, the lady said she doesn't know but she will ask Emily (the lady who was dealing with my case) to email me with the details. I still had no updates. 1 day after I have picked up my car the Tyre pressure indicator came up again. I guess it has not been fixed for the 3rd time now. This is very frustrating and unprofessional. The amount of time I am wasting and money to travel to your branch is unreal.

Today my husband and I were looking at cars when our battery died a lovely man jack came out to help he’s my knight in shining armour thanks jack much appreciated Vera x

Reception Staff on the service department are extremely rude and and very unhelpful This is a real shame as the sales department are very good and helpful Will never buy a car or take one for a service there again

I have delayed writing a review for several weeks to give you a chance to contact me, but shame on you Evans Halshaw Chester. I paid £200 to RESERVE a car, viewed it, confirmed £200 acted as deposit and agreed collection day, which you extended (because you couldn’t provide things that had been promised, basics; like its service history). Outrageously I’m EMAILED late afternoon the day before collection day to advise you’ve mistakenly sold the car to someone else! Worse was to follow; so many broken promises made by the infuriating (that’s as polite as I can be) ‘Sales Leader’ to put things right. I made a complaint, all documented and following your guidelines, to be promised umpteen times that ‘Martin Marsh the Dealer Principle ‘would call me. Nobody has had the courtesy to call me. I am so glad I didn’t buy a car from you, if you think this is an acceptable way for a company to conduct their business, I feel so sorry for anyone who has an issue with a car they actually had the misfortune to purchase from you. An apology, made with some sincerity and by someone in authority would have gone a long way, as it is, I’m left assuming you haven’t bothered to look into, or even read my complaint. I guess one thing that Josh the Sales Leader got right was when he told me if I made a complaint, his response was something along the lines of: They’ll come to me, I’ll say it was a mistake and that will be it. And incidentally, if you’re a potential customer, you may be interested to know that Evans Halshaw does not subscribe to The Motor Ombudsman’s code of practice and is therefore not accredited by them.

Recently bought a car from Evans Halshaw Ford in Chester and was very happy with the professional service and Ben Jones who dealt with me was very good and helpful ,

Upon arrival at Evans Halshaw Ford in Chester, there no designated customer parking, indee nowhere to park. Vehicles that are for sale, mixed up with those waiting for service, customer vehicles, staff vehicles. Lack of clarity and organisation. Coffee machine not working Actual purchase of vehicle, relatively smooth, although Email went unanswered On two subsequent occasions the telephone went unanswered for a total time of 38 mins. A refusal to give out the email address of Dealer Principle A failure of the Principle to return my phone call. Their own customer care was unable to operate.

Have bought new and second hand cars, misqoted by £3000 on new and second hand was £1000 more than advertised on web site. Took 4 visits to fix recall fault on airbag, courtesy car wasn't available despite being booked on one occasion and first service on new car took 24 hours. Will certainly never purchase a vehicle from them again.