reece adam from North West Autos Blackburn in response to Very unpleasant experience

Good morning and thank you for your feedback, we are sorry to hear of your experience and have carried out a full investigation into your claims. You rang on Saturday morning making a provisional inquiry regarding a Nissan that we have in stock, you informed us that you would be there at approximately 1pm for viewing and would like to take the vehicle for a test drive. The salesman kindly invited you to the garage, a message was displayed on our internal messaging board stating that you would be arriving and if anyone else walked in to view the car they would be informed of this. You and your partner arrived and were greeted by our Workshop Controller, as all the salesmen were with customers. He got you the keys and requested for you to view the car, he left you alone and advised that if you like the car then we would organise to get it out for you to test drive. A few minutes later you came into the sales office and asked him if you could test drive the car, at this point all our member of staff were with customers and there were two customers outside the office waiting patiently to be served. You were kindly advised you that as soon as we were free that your requested for a test drive would be met. You were not happy with the response and began to raise your voice, were rude and demanded an instant test drive as you had rung in this morning. We respected the fact that you had rang in the morning however, we were all busy with other customers and were unable to get the car out there and then. We cannot predict our footfall therefore could not predict that we would have been busy when you arrived. Your persistent rude and aggressive behaviour was witnessed by other customers and staff members. We kindly requested for you to wait next to the car whilst we were free, instead you decided to stand outside the sales office and vocalise to other customers how poor a service we offer. As a business we do not tolerate any kind of aggressive or abusive behaviour, and we were left with no choice but to ask you and your partner to leave the premises. We apologised to your partner for this as he did not say a word throughout. This was carried out in a professional manner and was again witnessed by staff members and other customers. As you were leaving you decided to start recording on your phone and asked why we would not sell you a car. At this point our Workshop Controller did not want to enter in to any more of your theatrical moments so asked you kindly to leave again. Strange how the camera comes out to record as you are asked to leave the premises. We have 24-hour security surveillance, and the full incident has been captured on our CCTV. You claim that our staff member was sexist, racist and prejudice in his conduct. We categorically refute this claim, fortunate for us the whole incident was witnessed by other customers and staff members. In fact, one customer advised the Workshop Controller that he was handling the situation well and not to let the Lady “push his buttons”. We are a professional run business with 20 years’ experience in the industry. We employ 20 members of staff of all gender and ethnic backgrounds and our customer’s come from all backgrounds. Today, we live in a diverse multicultural society and are proud to say we embrace this beauty of difference; this is what makes us. It is a shame your visit to NWA turned into the experience that it did, it was however through no faults of ours. We hope you found the car of your dreams elsewhere and wish you the best for the future.

reece adam from North West Autos Blackburn in response to After sales

Good morning, Thank You for your feedback, we are sorry to hear of your concern, you were aware, at the point of sale, that the vehicle had a minor oil leak and were happy to go ahead with the sale, you advised us that you were going to get the timing chain replaecd as soon as you collected the vehicle therefor we were of the understanding that the seal would be done by your mechanic in line with the chain replacement hence Management didn't offer any good will. We are a Trade Price Centre, the vehicle you purchased was over £1000 cheaper than the Autotrader Valuation Price, we have no room to wiggle on our prices, all the negotiations were done at the point of sale hence your request was refused, we can still offer you an external AA warranty that will help you in the future and allow for you to get any repairs done at your local garage instead of traveling to us from the North East, we wish you all the best for the future and please don't hesitate to contact us should you need us in the future.

Keith in response to Great service

It had a leak we noticed when we picked it up u took it back to ur ramps u said u took oil pan off and cleaned it u said u saw no problems prob just oil on pan . I got it home next day there was oil on drive sent u photos off proff. Yes I got chain done but was told buy garage that the leak was oil housing seals I got it done at a cost off just under 200 u could not even offer to pay for seals spoke to ur aftersale girl she said she would c what she could do . Not one reply to my emails was.nt asking for much it was the principle if I lived around corner from u u would off had to do it ..