Unknown from Pavillion Remarketing in response to Cezar review for Pavillion Remarketing

This Gentleman contacted us a day after buying the car to complain he had picked up a puncture. Now I am sure anyone would agree that him picking up a puncture is not a reflection of our stock or the service we provide? I offered him to use our local guy for a discounted price but he refused and also said he wanted a matching pair and would use his friend. Cezary asked us for money towards tyres but we was not prepared to offer money for a puncture he picked up after buying the car from us. He was quite aggressive in his approach and seemed dissatisfied with the car. Therefore I offered him a full refund to return the car. This was a full refund with no penalties or fees, he was offered his money in full and to be frank, I wish he accepted that offer. I pointed out to him that the tyres on the car were the same tyres on the car when he test drove and inspected it before leaving his deposit. Therefore to complain about them a day after buying his car seemed peculiar to us. In rgards to the service being due, this is true and we offered to service his car before sale and that service was offered all included in the advertised price. However, Cezary explained his friend is a mechanic and he wanted this friend to perform the service on his car in return for a discount on the advertised price. To his request we discounted the price of the car by £150, this can be supported with a copy of his invoice and advertisement verified by the Autotrader. Concerning the Cambelt change and his unfair accusations regarding our integrity. This work was carried out by E.G Engineering and I provided unquestionable proof of this to the moderator of this review site. I did not provide an Invoice to Cezary for this as the fact I paid for the work to be carried out before the final sale makes the charge, and invoice my property to be used in my own tax return. Cezary was offered to see a copy of the parts order and also was offered to have the work documented in his service book. For him to say that E.G engineering would lie on my behalf when he has never had any contact with them is unfair and quite possibly a slanderous accusation to which I strongly feel has no substance or place on the forum. In regards to the air con clutch. cezary contacted us with this problem and we readily offered to have the issue investigated and repaired at his leisure. Cezary explained his friend, who is the afore mentioned mechanic, could do the job if we were to pay for the part which was £55. We paid the requested £55 and I feel this shows we were willing to deal with the problem and passed the money to the customer to minimise any inconvenience. We did this on his own diagnosis when many other traders would insist on inspecting the problem for themselves. Some time after, Cezary contacted us to say he had taken his car to the Audi main agent for a full inspection. He said that the inspection report suggested 2 issues. Firstly, he stated that they felt the egr valve was not working efficiently and a vague issue regarding the ARB link arm. Now although any issue is of a concern to us, please be aware this was a car that had done over 169,000 miles and so I feel that if this is all the main agent found it indicates what a good car it was. Also, a less than efficient egr valve is not something we were or realistically could have been aware of so his suggestion we did is poppycock. Cezary is a person with obvious mechanic knowledge and he inspected the car and paper work closely before the sale was agreed. There was no indication of any problem with this car otherwise we would have addressed it before advertising it. Cezary asked for another £100 so his friend could change the valve but at this point we began to feel Cezary was constantly contacting us with demands for money without allowing us to inspect his car. We were confident in the car being fit for purpose and on this occasion gave him 2 options. To accept a full and final settlement from that point, or to bring his car to E.G engineering to investigate and, if needed, carry out any repairs. cezary became extremely aggressive towards us in his mails and threatened us with amongst other things, damaging our reputation on the forum. He is full of contradiction and unfounded accusation, although he has stated here that his car is ok. The reported issues are actually an egr valve and an ARB Link arm which although genuine issues, do not indicate a bad car and remember its done over 169000 miles so the egr may well need changing. To recap , Cezary was always offered a full refund on more than one occasion, he was offered any mechanical problem to be addressed, he was paid money and he reports his car is actually not bad. He slanders a fully qualified and respected engineer in his suggestion that they would lie on our behalf. He slanders us in saying we would ask E.G engineering to make up a lie on our behalf. There is only accusation and innuendo without substance. We do always try to give good service to our customers, therefore I put my faith in the public to come to their own conclusion. Regards. John .

Unknown from Pavillion Remarketing in response to Duncan Jobson

To Duncan Jobson. Thank you for the business and allowing me the time to prepare the car for you. Thank you for the comments left, I hope your son enjoys his new car. John, Pavillion Remarketing.

Unknown from Pavillion Remarketing in response to Andrew B

To Andrew B. Thank you for leaving your comment Andrew, you were a great customer and we are grateful you took the time to promote us on the review site. John, Pavillion Remarketing.

Unknown from Pavillion Remarketing in response to Jamson

To Jamson. We thank you for your positive feedback Jamson, we do market our cars at a low price and movement is sometimes difficult. we focus on value rather than price and we are glad you felt you had good value. Thank you. John, Pavillion Remarketing.

Unknown from Pavillion Remarketing in response to Drive time

This gentleman negotiated a discount on his vehicle which still included a parts warranty. He was offered a parts and labour included in the advertised priced but negotiated a deal with a parts only cover. After two months of owning his car he called us to say that he had a problem with his gear box. He explained that he had driven the car for a month with a minor problem that had now become a major problem. I explained to him that he was supposed to mitigate his losses by addressing the problem when he first became aware of it and was wrong to have driven the car for a month knowing there was a problem. However, I did still honour my agreement of the parts warranty. I directed him to a very well respected engineer who reported the problem and clearly documented the charges breaking down the bill itemising both parts and labour. The cost of the parts was £435 plus VAT which I still paid regardless of the exacerbation of the problem. The customer was asked to pay £180 plus VAT for the labour charge which is exactly what was agreed and clearly written in the contract we both signed. He was always spoken to respectfully. He was given time to speak with the legal team of his insurers after which he paid and the matter was concluded. Unfortunately cars do go wrong, we provide a warranty included in our advertised price with no hidden extras or admin charges. This warranty can be upgraded to two years but we do not try to up sale, we just make information available.

Unknown from Pavillion Remarketing in response to Alison

To Alison. Moving from a company car to a used vehicle is sometimes a shock for customers. We always try understand car buying from the customers point and I am glad you were satisfied enough to take the time to leave your comments. Thank you. John, Pavillion Remarketing.

Unknown from Pavillion Remarketing in response to Julia

To Julia. We are always transparent as we feel building trust with customers is an important part of any car purchase. Regardless of anyone's knowledge of cars, we try to build a personal bond to take the stress out of buying your new car. Thank you. John, Pavillion Remarketing.