Staff from Westwood Motor Group in response to Numerous issues

The review left by Paul Eccles above, while being from a genuine customer, is in parts embellished and in other parts entirely untrue, ostensibly to besmirch the reputation of our great company by misrepresenting the truth. At Westwood, we always go above and beyond in order to provide our customers with the best experience and with the best will in the world things do go wrong from time to time. When this happens, our commitment to service really comes into its own and we do our very best to put things right as quickly and amicably as possible. The number of repeat customers we have, numbering over 10,000, including small local businesses to brand name multinationals. The overwhelming majority of the five star customer reviews we’ve received are a testament to this. Sadly, our good faith is not always returned and only once in a while we encounter someone who even we cannot satisfy. In this case, Paul Eccles purchased a van from us in which a fault was claimed in the radio. We cannot confirm this as we were not approached to rectify the issue or inspect the vehicle. We first became aware when we received an invoice for approximately £700 out of the blue and sought to establish what it was for. The customer was threatening and abusive to our staff accepting nothing less than being paid the sum demanded. Westwood attempted to resolve the issue, but when the customer did not get exactly what he wanted, threats were made, first to the girls on our team, including screaming down the phone at our female finance Director when she intervened and attempted to resolve the issue. All the ladies, despite their best efforts found him impossible to deal with. Our Managing Director Chris Melling called Paul Eccles Personally to try and resolve matters, but he too received threats and abuse when it was explained that the 'invoice' was unreasonable. “There's more than one way to do you, I’ll come and find you!” is a direct quote from Paul Eccles. It is a matter of great pride that we have never refused a genuine warranty claim, indeed we have rectified issues up to two years after a vehicle sale irrespective of warranty terms. Had we been made aware of a fault in a vehicle we had sold, we would have offered to inspect, diagnose and rectify the issue, as we have always done in the past. Something we can do quickly and efficiently in our onsite workshop. Unfortunately the customer was not interested in anything other than being paid the extortionate amount on a spurious invoice and despite our attempts to resolve matters reasonably, even in the face of threats and abuse, the customer refused to engage with us, choosing instead to take us to court. While it’s true, Chris Melling did not attend, Managing Directors of large businesses cannot do everything themselves and it is normal for certain tasks to be delegated to specialists. In this case, we engaged the services of a legal Barrister to represent Westwood, not Mr Freer as is claimed. Paul Eccles was awarded a mere £60 by the court, substantially less than the entirely unreasonable amount he was attempting to claim and also much less than the amount we had initially offered as a gesture of goodwill in an attempt to placate him. This ultimately left him worse off than if he had simply behaved in a more reasonable manner.

Chris Ellison from Westwood Motor Group in response to Numerous issues

The review left by Paul Eccles above, while being from a genuine customer, is in parts embellished and in other parts entirely untrue, ostensibly to besmirch the reputation of our great company by misrepresenting the truth. At Westwood, we always go above and beyond in order to provide our customers with the best experience and with the best will in the world things do go wrong from time to time. When this happens, our commitment to service really comes into its own and we do our very best to put things right as quickly and amicably as possible. The number of repeat customers we have, numbering over 10,000, including small local businesses to brand name multinationals. The overwhelming majority of the five star customer reviews we’ve received are a testament to this. Sadly, our good faith is not always returned and only once in a while we encounter someone who even we cannot satisfy. In this case, Paul Eccles purchased a van from us in which a fault was claimed in the radio. We cannot confirm this as we were not approached to rectify the issue or inspect the vehicle. We first became aware when we received an invoice for approximately £700 out of the blue and sought to establish what it was for. The customer was threatening and abusive to our staff accepting nothing less than being paid the sum demanded. Westwood attempted to resolve the issue, but when the customer did not get exactly what he wanted, threats were made, first to the girls on our team, including screaming down the phone at our female finance Director when she intervened and attempted to resolve the issue. All the ladies, despite their best efforts found him impossible to deal with. Our Managing Director Chris Melling called Paul Eccles Personally to try and resolve matters, but he too received threats and abuse when it was explained that the 'invoice' was unreasonable. “There's more than one way to do you, I’ll come and find you!” is a direct quote from Paul Eccles. It is a matter of great pride that we have never refused a genuine warranty claim, indeed we have rectified issues up to two years after a vehicle sale irrespective of warranty terms. Had we been made aware of a fault in a vehicle we had sold, we would have offered to inspect, diagnose and rectify the issue, as we have always done in the past. Something we can do quickly and efficiently in our onsite workshop. Unfortunately the customer was not interested in anything other than being paid the extortionate amount on a spurious invoice and despite our attempts to resolve matters reasonably, even in the face of threats and abuse, the customer refused to engage with us, choosing instead to take us to court. While it’s true, Chris Melling did not attend, Managing Directors of large businesses cannot do everything themselves and it is normal for certain tasks to be delegated to specialists. In this case, we engaged the services of a legal Barrister to represent Westwood, not Mr Freer as is claimed. Paul Eccles was awarded a mere £60 by the court, substantially less than the entirely unreasonable amount he was attempting to claim and also much less than the amount we had initially offered as a gesture of goodwill in an attempt to placate him. This ultimately left him worse off than if he had simply behaved in a more reasonable manner.