Chris Bentley from Georgesons Car Sales in response to Poor Service, Badly prepared car

Dear Mr Hendy, our response to this negative review is the same as the response to the multiple reviews you have recently posted on Google, and previously on this platform. Originally we had flagged your multiple reviews with Trustpilot and Google, as we felt that the false content and your unreasonable actions may have some impact on our business, however we are confident that any reasonable person reading your reviews will see them for exactly what they are. We will not be blackmailed by the threat of you leaving persistent negative reviews unless we provide you with an upgraded 3 year warranty free of charge. In reference to some additional false claims made within this most recent review, we welcome the opportunity to clarify the following. All vehicles we supply will be serviced before handover if required within 3 months or 3,000 miles from the point of sale. The vehicle supplied in this instance was no different, we carried out a minor service and a gearbox oil service as per the documentation provided - this information was provided before any decision to purchase the vehicle was made. Within your original email to us you stated that your technician had suggested that the oil filter looked like the car had covered approximately 40,000 miles without having been replaced. This was a reasonable estimate by the technician as the fact of this matter is that you had actually covered well over 30,000 miles without having changed the oil and filter. It is a fact that you have failed to maintain the vehicle as was prescribed, and your attempts to cloud the issue does not alter the facts. You have been informed by your technician that the vehicle now has poor quality oil and that this can cause further issues. It would be entirely reasonable for anybody to conclude that your failure to maintain the vehicle is the cause of the poor oil quality, and it would not be reasonable for you to expect to pass on any burden for an issue caused as a direct result of your own neglect, The complaint which has prompted this review campaign occurred outside of the 12 month warranty term, and after the vehicle had covered over 30,000 miles in the vehicle without you having serviced it at all. This was the rationale applied when we refused your original request to upgrade your warranty to a 3 year term free of charge. You have stated within your previous reviews on public forums that you have escalated this matter to Mercedes Benz Uk, The AA and to the finance company you used in order to fund your purchase of the car. We are happy to fully co-operate with any enquires made by each of these organisations, and we look forward to the outcome of these enquiries, and we will be happy to update our responses to all of your reviews with the official conclusions. Georgesons have signed the AA dealer promise and are approved by the Chartered Institute Of Trading Standards. Businesses who are approved by the Chartered Institute of Trading Standards are regularly audited and monitored to ensure they comply with the high standards set by their approved code of practice. By using an approved trader, consumers will have protection above and beyond normal consumer law. We have provided you with a final written response to your complaint, and whilst we are happy to clarify our position in the public domain every time you leave a negative review, we have no obligation or inclination to respond to you any further.

Chris Hendy in response to Poor Service, Badly prepared car

Georgesons never ceases to amaze me to how low they will go to diminish the truth. And yes, thankfully Trading Standards will be looking into this, good or bad, I will share the outcome on line as that’s the kind of person I am and not the one Georgesons is portraying me to be as a threatening, lying, blackmailing person. Georgesons; they call this digital character assassination and in its own right is not acceptable. In response to Georgesons response below: Service History: Service 3: 29/09/2017 @ 38,659 last service before Georgesons took ownership. Service 4: 26/05/21 @ 70,947 Carried out by Georgesons prior to sale. This Service was for Oil & Filter!!!! And as you can see the car had covered 32,288 miles since the last service and also no Gearbox Oil was Changed by Georgesons. Service 5: 07/07/21 73,930 this service was carried out by the new owner at MB Wirral Mercedes Specialist and this Service included Dust Filter , Air Filter, Fuel Filter, GEARBOX OIL and Engine Oil. NOTE: I ask the QUESTION; why 7 weeks after the said Georgesons service; did the new owner need to do a an expensive full service and the Mercedes specialist felt the need to change the oil and Filter after only 7 weeks of Georgeson so said oil and filter change. Service 6: 06/12/21 85,738 Georgeson took the car back in and serviced the car car prior to my purchase. The service was for the so said Oil & Filter and now Georgeson are also claiming a GearBox Oil change and this is my problem, when I had the car serviced, the Garage made the point that they believed by the the state of the Oil and Filter the car wasn’t serviced at 85,738 miles So yes, with this chequered and rather strange history of servicing this vehicle alongside Gorgesons story of not having the right equipment to update the onboard computer system, I don’t feel I’m being unreasonably or deserve Georgesons slander or to have my emails ignored when I’m only asking for the purchase invoice for the Oil Filter which is an Unique Part for my vehicle and when they purchased the equipment to update onboard computer systems.

Chris Bentley from Georgesons Car Sales in response to Extremely Poor Quality

Dear Mr Hendy, our response to this negative review is the same as the response to the review you have recently posted on Google and Trustpilot Our tone remains consistent, in that whilst we would much prefer to deal with any customer concerns in private, we are also prepared to respond in the public arena when appropriate. We welcome the opportunity to demonstrate to any potential future customers that we are entirely reasonable people. Before agreeing to purchase the vehicle in question, we provided paperwork which clearly illustrates the date and mileage for all of the vehicle's previous 5 services - including the services we had carried out. We maintain that this information is accurate and that we have provided all appropriate documents required to demonstrate this, You have been provided the full report from the mechanical inspection which was carried out whilst the vehicle was serviced. This report is digitally time and date stamped and includes pictures of the vehicle taken at the time, including one of the odometer. It shows all of the items which have been checked and included a technicians narrative which clearly states the items replaced. You have clearly demonstrated, that when we do respond to your requests with evidence which contradicts your narrative you simply call us liars. The vehicle you purchased from us in Dec 2021 was a 2014 Mercedes Benz ML which had covered 85784 miles. You were provided a 12 months warranty, and you elected not to purchase the extended 3 year warranty you were offered at the time. The vehicle was delivered to you at your home address and it was agreed that if you did not like the car you could return it to us within 14 days - you did not choose to do this. You contacted us post sale on 3 occasions with issues, and contrary to your narrative these issues were all resolved at our expense. You signed a document prior to the vehicle handover which you have referred to within your review, however you have not clarified that the document clearly states that you have acknowledged that is your responsibility to ensure that the vehicle is serviced as prescribed once it was in you possession. Your recent complaint occurred when you were outside of the 12 month warranty term, and after you have covered over 30,000 miles in the vehicle without having the oil and filter changed. Within your original email you stated that your technician has suggested that the oil filter looked like the car had covered approximately 40,000 miles without having been replaced. This 40,000 mile mark was a reasonable estimate by the technician as the fact of this matter is that you had actually covered well over 30,000 miles without having changed the oil and filter. It is not a surprise that the original oil filter which was fitted to the car when we supplied it to you is now in the condition you have described, as you have failed to maintain the vehicle as was prescribed. You have been informed by your technician that the vehicle now has poor quality oil and that this can cause further issues. It would be entirely reasonable for anybody to conclude that your failure to maintain the vehicle is the cause of the poor oil quality, and it would not be reasonable for you to expect to pass on any burden for an issue caused as a direct result of your own neglect, This was the rationale applied when we refused your original request to upgrade your warranty to a 3 year term free of charge. You have stated within your previous reviews on public forums that you have escalated this matter to Mercedes Benz Uk, The AA and to the finance company you used in order to fund your purchase of the car. We are happy to fully co-operate with any enquires made by each of these organisations, and we look forward to the outcome of these enquiries. We have provided you with a final written response to your complaint, and we have no obligation or inclination to respond to you any further.

Chris Bentley from Georgesons Car Sales in response to Extremely Poor Quality

Dear Mr Hendy, our response to this negative review is the same as the response to the review you have recently posted on Google, and previously on this platform. Our tone remains consistent, in that whilst we would much prefer to deal with any customer concerns in private, we are also prepared to respond in the public arena when appropriate. We welcome the opportunity to demonstrate to any potential future customers that we are entirely reasonable people. Before agreeing to purchase the vehicle in question, we provided paperwork which clearly illustrates the date and mileage for all of the vehicle's previous 5 services - including the services we had carried out. We maintain that this information is accurate and that we have provided all appropriate documents required to demonstrate this, You have been provided the full report from the mechanical inspection which was carried out whilst the vehicle was serviced. This report is digitally time and date stamped and includes pictures of the vehicle taken at the time, including one of the odometer. It shows all of the items which have been checked and included a technicians narrative which clearly states the items replaced. You have clearly demonstrated, that when we do respond to your requests with evidence which contradicts your narrative you simply call us liars. The vehicle you purchased from us in Dec 2021 was a 2014 Mercedes Benz ML which had covered 85784 miles. You were provided a 12 months warranty, and you elected not to purchase the extended 3 year warranty you were offered at the time. The vehicle was delivered to you at your home address and it was agreed that if you did not like the car you could return it to us within 14 days - you did not choose to do this. You contacted us post sale on 3 occasions with issues, and contrary to your narrative these issues were all resolved at our expense. You signed a document prior to the vehicle handover which you have referred to within your review, however you have not clarified that the document clearly states that you have acknowledged that is your responsibility to ensure that the vehicle is serviced as prescribed once it was in you possession. Your recent complaint occurred when you were outside of the 12 month warranty term, and after you have covered over 30,000 miles in the vehicle without having the oil and filter changed. Within your original email you stated that your technician has suggested that the oil filter looked like the car had covered approximately 40,000 miles without having been replaced. This 40,000 mile mark was a reasonable estimate by the technician as the fact of this matter is that you had actually covered well over 30,000 miles without having changed the oil and filter. It is not a surprise that the original oil filter which was fitted to the car when we supplied it to you is now in the condition you have described, as you have failed to maintain the vehicle as was prescribed. You have been informed by your technician that the vehicle now has poor quality oil and that this can cause further issues. It would be entirely reasonable for anybody to conclude that your failure to maintain the vehicle is the cause of the poor oil quality, and it would not be reasonable for you to expect to pass on any burden for an issue caused as a direct result of your own neglect, This was the rationale applied when we refused your original request to upgrade your warranty to a 3 year term free of charge. You have stated within your previous reviews on public forums that you have escalated this matter to Mercedes Benz Uk, The AA and to the finance company you used in order to fund your purchase of the car. We are happy to fully co-operate with any enquires made by each of these organisations, and we look forward to the outcome of these enquiries. We have provided you with a final written response to your complaint, and we have no obligation or inclination to respond to you any further.