Staff from Redgate Lodge in response to Focus st

Hi Scott. Unfortunately there seem to be a number of facts missing from your review. Despite our requests we are yet to be provided with any evidence from your “independent inspection” that the car has any significant accident damage other than superficial cosmetic repairs which we would expect from a car approaching 10 years old with many thousands of miles. We would of course be grateful if you could furnish us with that information. You declined our request to inspect the vehicle, telling us the car was in Leeds and unsafe to drive (we are in Newcastle). From the pictures you sent to us, it would suggest that there was nothing that would render the car unsafe to drive and to my knowledge. I can confirm that the tyres were absolutely not bald when you took delivery of the vehicle, and we have documented evidence to support this. As our service manager stated, if we had of been made aware that there was an issue with the tyres, we would have done everything in our power to rectify it. You made us aware of the issue AFTER you had purchased new tyres, and months after the event. I can also confirm that the MOT did not mention the presence or absence of a under-tray, nor was there an oil leak present at point of MOT or point of preparation. I would suggest that the oil leak started at some point after you had taken delivery of the vehicle, and as said earlier, this would not be uncommon for a vehicle of its age and mileage. Once again, or service department were more than willing to look at the leak and carry out any remedial work if necessary. These issues have come to light when you tried to sell or part exchange the vehicle to another dealer / car buying service. It is not uncommon for dealers and car buying services to find issues with a car and sometimes exaggerate them to enable them to offer a reduced price, often vastly reduced in some cases. Of course, this may not be the case in this particular instance but based on 15 year’s experience in the motor trade it is not uncommon. We have tried to work with you to seek a resolution but have been met with numerous threats and unreasonable demands from yourself via email to multiple members of our staff. We will of course work with your legal advisers and furnish them with any information and evidence required.

scott sibley from Redgate Lodge in response to Horrendous experience

Richard. I’m Scott the owner of Redgate Lodge. I would like to express how shocked and disappointed I am that you have decided to attack my company in this manner. You have given us a 1 star review on Facebook then have taken the time to copy and paste it onto two other platforms. James has already responded on your Facebook review confirming that the extra 9 miles was due to preparation ie service, mot and road test. He has also clarified that we refunded your payment immediately however held back £200 until you returned with the log book as the car was now in your name, we do this to ensure we get the log book back. As we purchased the Ford Focus from the previous owner we have been able to contact him and investigate further the two stone chips, he has confirmed both stone chips were on the car when he owned it and that he would be happy to send us an email confirming this. We were also aware of them when we bought the car in as all panels are checked. I’m disappointed that the two stone chips hadn’t been touched in by our valeters, they do this as it’s part of our normal process. It is my option that you missed the two tiny stone chips when you originally purchased the car. You asked us to respray the two panels which had the tiny stone chips, and Sam explained we wouldn’t be willing to do this due to the special paint colour as it would mean the full front end of the car would have to be painted along with the full side of the car. We both agreed that we would have our bodyshop touch them in for you. On your return you were not happy with the two touch ins, therefore to make you happy we decided to offer you a full refund, which is something we didn’t have to do, as you had paid for the car in full and you were the new registered owner. I personally would have thought this would be worthy of a 5 star review and not a 1 star on 3 separate platforms. I would be curious to know had we of resprayed 50% of your car for you, getting rid of the stone chip on the front, and on your way home you unfortunately got another stone chip, would you respray the full front end of the car, and continue to do this every time you had a fresh stone chip? Two months ago I personally purchased a new car from Bmw Chester. The car is 18 months old with 16,000 miles at a price of £49,000. The car came with at least 3 small stone chips on the bonnet. My point is there must be a limit as to when to respray a full panel due to stone chips. You are a “Firearms Police Officer” deemed a professional, someone I would like to think I could trust. I would have had no hesitation returning your full deposit and trusting you to return the logbook to us with the extra owner on it. You should have explained the importance of receiving the £200 refund more quickly due to your personal financial situation. James has also confirmed on your Facebook review why the car was re listed at £500 more and in fact sold the same day. The new owner thought the car was stunning and was extremely happy with it. It’s interesting after we gave you a full refund, along with your comments with reference to the awful service, why you would go back onto our website the next day? You clearly were not planning on buying another car from us, therefore it is of my opinion that maybe you had regretted your decision and possibly hoped the car was still available. As we were not willing to “knock” any money off the car due to the two small stone chips, and when you found the car had been resold, your frustration then lead you to attack my company. Managing Director Scott Sibley

scott sibley from Redgate Lodge in response to Left standing in the rain.

We are very sorry about this, we would have been unaware that you were standing in the rain. We don't like to pounce on customers as soon as they walk onto the forecourt and operate a much more relaxed approach. If you are looking for a new car in the future please do come and see us, if you would like to speak with a sales person first then call into the showroom and our team will be happy to help.