Owner from Hill Brook Motors in response to Faulty lemon car

Dear Mr Khan We welcome reviews from everyone of our customers as the reviews allow us to assess what we are getting right and also what we can do to improve upon our services. We feel your review is unfair, and will briefly outline some facts below, and without going into matters in great detail, we trust our letter will have now reached you by now to bring the matter to a satisfactory conclusion through no fault of our own. - You purchased the Ford Galaxy 09 reg some 4 months ago ( mid-April 2018) - You have done approximately 6000 miles in the vehicle following your purchase - We did agree to replace a timing belt kit, which you refer to as a dry belt, as a goodwill gesture, Ford’s own recommendations are that the timing belt is replaced at 125,000 miles or 10 years, however the vehicle had 81,200 miles at the time of purchase - As a further gesture of goodwill, we also paid £40 diesel contribution, and suggested you fill the tank up as you previously drove a petrol vehicle, however you declined, and later that evening you filled the vehicle up with petrol when you were in London, contacted us to say that you were unable to drive it, and had arranged for the Fuel Doctor to attend, who were not sure if all the fuel was removed, and if a new fuel filter was also replaced? - At the beginning of May you called to say there was a slight diesel leak, and we referred you to WarrantyWise for which you have a 24 month Gold Warranty, partially paid by ourselves, and you texted the following day to say ‘it was just fuel pipes that I tightened myself to the injector and fuel regulator’. We would like to add, having seen your recent feedback, that you appear to have painted a bleak picture about our business, but have not stated the true facts as outlined above, which we are sorry to see, and would like to remind you that we do highly pride ourselves on providing the best possible service, which is critical for our small business, but are unable to help a very small minority of customers who are not willing to compromise or find a fair and amicable resolution. Finally, we trust you will take on board the above, and the recommended conclusions to move forward as outlined in our detailed letter, and suggest you contact the recommended garage local to yourself as your over a 100 miles/3 hour journey away, or alternatively any other recommended/approved garage who will be more than happy to book the vehicle in, diagnose the problem, fix it, and get you back on the road, but understand that you still haven’t done this despite trying to find a resolution so it would now appear your not really helping yourself? Kind regards The Manager