paul osmond from Pro Cars Southampton in response to Be aware of this dealer

This gentleman reported 10 faults with his car in the first month of ownership. He was taken out on test drive by the owner of the company and mysteriously none of the reported 10 faults were present which he very reluctantly had to admit. 2 weeks later an engine management light did illuminate on his car and within 48 hours a EGR valve was replaced. That EGR valve failed some 3 weeks later but was replaced under suppliers warranty and at the same time the egr and dpf system was cleaned and checked. At no time did the car break down or fail to drive or go into limp home mode it only illuminated the engine management light. He took the car to a tyre and exhaust centre for a full examination. They found one tyre to be 3mm which they advised changing, despite the legal limit being 1.6mm, and the tracking was out on the front wheels. No mechanical faults or any other faults were found with the car. Since that time this gentleman has accused us of breaking the law and illegal conspiracy with outside repairers. The matter was passed to the Finance company, who own the vehicle, they found no fault in our actions and no reason to take action against us. He also complained to the warranty company who again found no fault in our actions. The car has now covered over 3000 miles with no further fault or faults but unfortunately this gentlemen did not like being told he was acting unreasonably and dictatorially hence his need to submit scathing feedback with no substance or fact. Unfortunately sometimes it is impossible to achieve someone's expectations no matter how hard we try.

Adam in response to Be aware of this dealer

Lets’ put some final few points from me: 1) I didn’t report 10 faults – only the important ones, sorry for having so many issue with the car you sold me. 2) yes they did replace EGR – by second hand Hyundai part, which did break after few days – of course they can do it because the warranty they offering won’t "allow you" to have new part fitted. 3) yes the front tire was out of tracking and had a massive crack, so I had to replace the tire – again I’m sorry…? ( ps. I never told them that the car had full inspection – this is not true ) 4) Their warranty in theory doesn’t exists and make sure you understand terms and conditions - anything go wrong with your car you will have to go to them first!, get their approval! ( which you most likely will won’t get and you have to use “their” garage) and in the end they will fit the second hand car part with no warranty etc… I can make longer list, but they will always find an replay, their answer… basically there is no point to prove anything because they always know better and they always need to have their final answer.. again something that other users find out too – just be aware. My warranty expired now, and I had full 3 months of problems, booking the mechanic appointments, hundreds minutes on phone calls between procars and warranty company – never again. In the end I received an “statement of intent” from Procars saing that I might potentially break a UK law etc…if I will continue this road – hopefully is that enough for potential buyers… If that how they dealing with the customers – be my guest and use them. Owner please answer ( as you usually do ) and make your customer feel bad again. Just remember that I’m not only one to make complain like that… there will be more for sure soon. I’m happy to talk more if you ( potential buyers ) have any questions.

Paul Osmond from Pro Cars Southampton in response to Be aware of this dealer

The 3 month warranty is national, any VAT registered garage can carry out a repair. The labour rate is fixed at £45 per hour and any part fitted will be paid at trade price. If a car is older than 5 years old the warranty company have the right to fit a second hand part so long as that part has a 3 month or more warranty. It is the responsibility of the warranty holder to pay the diagnosis fee for the fault and, if a new part is fitted, the first £30 of its cost. If a client lives locally we will pay the diagnosis fee and the cost of the part and labour submitting a bill to the warranty company after a the car is handed back, this is to assist with any financial problems paying a bill immediately might cause to a client. All warranties have terms and conditions, no warranty company will cover all parts ,new for old, on a second hand car and in fact it is our experience that most second hand car warranties cover very little using the fair wear and tear get out clause. Warranties 2000 are very fair and that is why we use them, they do refer to us for cost of parts in a successful claim as we have access to numerous parts throughout the UK and the mechanical knowledge to source the correct part. All we were trying to do was assist Adam.

Paul from Pro Cars Southampton in response to My fifth car

Dear Gill, thank you for your kind review, over the years I have lost count of your friends and family who have bought cars from us due to your recommendation. You will always be a valued client and even when I am retired I know Chris and Nikki will always do their best for you. Thanks again, Paul

Mr Chris Osmond from Pro Cars Southampton in response to Very unhelpful

This is Mr Osmond (M.D. PRO Cars Ltd). I am somewhat confused about this review as I have no idea who this client is, what vehicle they purchased and exactly what the issue is they claim to have reported to me. We supply a national 3 month warranty on all our vehicles which covers a whole host of components that can be repaired at any workshop of the clients choice. This warranty is administered by a company who are open 7 days a week and had this 'client' had a genuine claim the issue would have been sorted immediately and the garage would have been paid directly. I also offer clients the opportunity to return cars to me for repair as long as the issue is covered by our warranty. Should the anonymous person wish to contact me regarding their grievance I would be more than happy to help.

paul osmond from Pro Cars Southampton in response to Very unhelpful

We can clarify exactly what we tell every client about the warranty provided. It will pay £45 per hour plus vat for a repair, not a penny more. Part(s) required will be paid at trade cost only, no percentage mark up will be paid to repairing garage. The warranty company reserve the right to supply second hand parts which will be assessed bearing in mind the age and mileage of the vehicle that has to be repaired. The warranty company make us aware of any claim that is to be declined or reviewed because invariably the client will contact us to make a complaint. We will try to assist in resolving the issue but unfortunately some people seem have higher expectations of a second hand product warranty than others. The warranty company and PRO Cars Southampton Ltd always comply with the Consumer Rights Act 2015 and will continue to do so.

Paul from Pro Cars Southampton in response to Kal

This client phoned me 10 days after taking delivery stating his windscreen was chipped and it was my fault. I stated that there was no damage on the windscreen when the car was handed over to him on a dry sunny day! The client then threatened to contact the finance company and leave negative feedback on the net if I didn't pay for a new windscreen. Please make your own minds up.