Vulcan Motor Company Ltd from Vulcan Motor Company Ltd in response to Nissan Juke

Dear Melanie We are bitterly disappointed to have received your two star Car Dealer review. In response and with further details we would like to add the following. You purchased a 2012 Nissan Juke automatic from us in August 2019, there was approximately 48,093 miles on the clock, Before you took ownership the Juke was fully serviced, issued with a full 12 month advisory free mot test, and a pre delivery inspection was carried out, confirming that vehicle was without fault at the point of collection. You were then offered two warranty options on hand over 1st : The motor industry standard six months statutory rights warranty 2nd : A twelve month comprehensive insurance backed warranty with Auto protect, unlimited claims, unlimited miles, with a £2,000 claim limit per claim. You opted for the 12 month Auto protect cover, the terms and conditions were then fully explained to you, including how to make a claim, and the £2,000 per claim warranty limit, you then signed the documentation and you were given a copy, we also keep a signed copy for our records. You then enjoyed nine months of ownership, and travelled circa 6,000 miles until the automatic transmission developed an internal fault, you did contact the office via an e mail in may 2020 asking for help, which unfortunately due to the covid - 19 pandemic went un replied, and we apologise for not replying at that time, you also sent a text message to a member of staff, who promptly and clearly replied and explained that we were unfortunately closed until we were advised by the government that we could safely re open on the 1st June, when we did re opened for business we were contacted by a third party garage that undertook the warranty claim, and repair on your behalf. they asked us for your service book, which we clearly told them that it wasn't in our possession, and that it is always handed over to the new keeper on collection, they informed us that the gearbox repair was authorised by Auto protect, and that they were paying their full liability, which was £2,000 towards the cost of the repair, this then unfortunately left you with the excess £1,000 to pay. This is where our initial advise on hand over comes in to effect, if you had opted for the industry standard six month warranty, it would have expired in February 2020, and the full cost of the repair would have been your responsibility. It is always unfortunate when cars develop mechanical and electrical failure, but it is to be expected at some point within normal ownership. When Nissan UK made the product they gave it a limited warranty until 2015, and the automatic gearbox on your Nissan Juke lasted a further five years before its internal mechanical failure. we do appreciate and understand a customers up set and frustration when presented with an expensive repair bill, but on this occasion our advise for you to opt for the 12 month warranty saved you £2,000. As you would know you have also been called on numerous occasions, with voice mails and text messages left with no response back from your self. we are really sorry that due to circumstances beyond our control, you feel that you have not had the best service from us, and given the opportunity we would like to make a gesture of goodwill towards the situation. If you would like to discuss this further you are more than welcome to call us in the office where we would gladly want to assist you further. Kind Regards Vulcan Motor Company Ltd Edit