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Back communications, rude telephone staff, car always came out of their garage worse than it went in, damaged parts, scratches, services not as described and no interest when you complain. Deeply regret getting involved with them wasted alot of time and expense. Worse garage I have encountered defiantly avoid
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A Tale of Three Dealerships I visited the Darlington multi-site with my daughter who was interested in buying a Fiat and we were dealt with by Bryan. So impressed was I with his approach that in fact as well as buying my daughters car I also bought my wife a car on the same weekend. Two new car sales in the same weekend. I subsequently visited the site again to discuss the purchase of a new car myself, however this time it was a Kia. I explained my requirements to the salesman, who although stating the model I wanted was difficult to source he had located 20 such vehicles and as long as I didn’t have a particular colour requirement he would arrange delivery by the end of the month which would enable them to meet their sales target. At this stage I completed an order form and credit application and paid £80 retention fee to allow them to transfer my number plate. I was promised a phone call when the credit agreement had been approved and also to confirm the delivery date. Sadly neither of these phone calls materialised and after much chasing I managed to speak to the salesman who admitted he could not supply a vehicle. The next day we attended to collect my wife’s car and I explained the situation to Bryan. He personally took me across to meet a salesman in the Hyundai dealership. During the two hours I spent with him I explained the issue I had with the Kia dealership and proceeded to order a Tucson again completing all the required paperwork, and although they couldn’t guarantee a colour I was assured a car before the end of November or early December at the latest (with a loan car if necessary). Sadly the options I was offered several days later were a car which had undergone significant repair, a car with unacceptable upholstery (if they could persuade the dealer which had it to swap) or to choose a lower grade model. None of which I found acceptable so once again the dealership had promised me a car which they could not deliver. I was naturally a little disappointed with this service and so emailed Mr Petch directly asking for his comments. Despite making a big play of being a family business Mr Petch did not have the courtesy to reply and instead asked his site manager a Mr Sedgwick to respond. He confessed to being embarrassed by the situation and invited me to meet with him. I duly did so and again he was very apologetic and said both the salesman involved had been spoken to sharply and that he was very keen to retain my custom and offered me an alternative Hyundai model even though the dealership would lose in excess of £2,500. I asked for some time to consider this offer, but stressed I wasn’t keen because the alternative was a bigger car and my purpose in changing vehicles was to downsize. Accepting Mr Sedgwick’s offer to keep my custom as genuine I countered his suggestion by saying I would await delivery of my original choice until perhaps March next year, retaining my current vehicle, but would expect his offer of basically a £2,500 reduction on this new vehicle. Not only was this offer rejected out of hand I was informed that they “would happily review the price of your vehicle at that time with the hope your car had not reduced in price based on the market value at that time” and that this offer was directly approved by Mr Petch. So not only had they reneged on the offer made by Mr Sedgwick they would not now even guarantee the original terms of the offer. Patently this leads one to believe that in fact the offer made by Mr Sedgwick was more about getting rid of a car rather than a genuine effort to retain my custom. I understand that the finance arrangements I made when buying the two Fiats tie me to a dealership which frankly I have no confidence in and am in correspondence with Fiat to try and brake this arrangement. I am in addition in correspondence with both Kia UK and Hyundai UK to ask for their comments in the treatment I have received. Sadly despite the exemplary service provided at the Fiat dealership subsequent actions would not allow me to recommend this dealership at all.
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Deals in: Cars
Manufacturers: Fiat, Hyundai, Kia, Mazda, Peugeot
SG Petch Darlington
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