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This is a copy of my 'Complaint Letter' from last week to Wilsons Group. And to date, I still have not had an apology. Two weeks ago, I booked my car into Wilsons Vauxhall service department, Kiln Lane, Epsom, United Kingdom, KT17 1DH to have some Product Safety Recall work on the Electronic Climate Control ECC SYSTEM. I specifically stated when I booked that the car needed to be ready at 12:00pm noon. As requested, I got the car in at 08:15 am for these works. I reiterated when booking the car and again when handing the keys over to the service administrator that I needed the car back at 12:00pm noon.. He said that they would try their best. I went to Sainsbury’s and did some shopping... had a coffee etc. I came back to the service centre at 11:50am only to be told that they haven’t even started on the car. These works are scheduled to take 3 hours which would mean that I would still be at the garage past 3:00pm. This is ridiculous... I had appointments to keep and so I tried to take my car away without the works completed. Except, that my keys had gone missing and it took them a further 10 minutes to find my keys. They are bloody useless. This is totally unacceptable. I very disappointed and angry that Wilsons Vauxhall Service thinks that it is acceptable to waste my time. I live in Redhill, and it takes about 30mins to drive to Epsom. That is 5 hours of my time totally wasted. I brought the car from them ... you would have thought ... They obviously don't value me of my future custom. Guess what, to date, they haven't even managed to respond to my complaint e-mail which is just plain rude, hence why I thought I share my displeasure on this site. If it was possible to give them Zero Stars, I would have done. If you can go elsewhere then please do. Ed Farmer
Wilsons Group in my opinion have very untrustworthy management. They took a deposit off me but sold the car to the first cash buyer anyway. Big dealership so behave like they don't care. No respect for customer care at all. Showroom was open but they didn't have any staff to help customers. Lots of management bods standing around looking smart but no salesmen to actually sell the cars to you. Wouldn't recommend them to anyone in future.
Bought an Astra GTC a couple of years ago, no probs apart from when I last had it serviced it became apparent that on Wilsons servicing the car before I bought it they hadn't changed the oil. It appears that a Wilson service is just cosmetic, getting the car looking good to get it off the forecourt. Also a set of 'Sunny ' tyres put on the car by Wislons, cheap.
When I brought my car from Wilson they couldn't have been more helpful but when I took it for repair they couldn't have been less helpful the man who booked it in was rude and not helpful and if he's have smiled he would have cracked his face will never return
Wouldn’t discuss finance unless we committed to buying the car we went to look at! Call me old fashioned, but I like to know how I’m going to pay for things before I make commitments, and they’re far too pushy. I know salesmen generally are, but it doesn’t make me want to buy from them. End result - went somewhere else! Need to learn decent customer service, but you’ve got driving customers away down to a tee!
I have spoken to Lewis in Peugeot, several times about buying different cars. I am very indecisive and have been pestering Wilsons for a while. He is very friendly and did not make me feel like i had to rush a decision but was keen to help me find cars that fitted my needs. I always dread buying a car because of the stories you hear about car sales men. However I would like to specifically mention Lewis for how he deals with every situation and always seems to find a solution to problems I have. He is an asset to Wilsons.
The two cars were bought from Wilsons Group in 2016, they were helpful & friendly. The staff have been helpful and efficient car always comes back clean a nice touch.
I found Wilsons group extremely helpful and efficient when I traded in my old car and bought another from them. Also their back up has been excellent.
Reviewer has confirmed their email address
Wilsons Group tried to add a £175 'admin fee' on the quiet when handing me the card machine, after agreeing the price upfront. Did not post on the items promised, including a second set of keys. Not interested in sorting my car issues out within a week of purchase, despite providing warranty themselves. Once sale was made, communication virtually ceased. A regrettable decision to buy from them. I will never buy from them again.
Reviewer has confirmed their email address
I have paid full advertised price, and an £129 admin fee. Four times they said it would be ready, they had not bothered to order the part they needed to sell the car. They sold the car to me and then get it ready. I feel they messed me around and I am paying an extra £129 tip for bad service!!!!!
Wilsons Group is an Independent dealership that is based in Epsom. If you’re the owner or employee of this business, please send us a little bit of information about your dealership and why customers should come and visit.
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Deals in: Cars, Vans
Manufacturers: Alfa Romeo, Citroen, Fiat, Nissan, Peugeot, Renault, Vauxhall
Nonsuch Business Park Kiln Lane
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