COMPLAINT REF - HEAD OFFICE 200917-003317 Purchased a car back in May 2019, second hand from Wilsons in Epsom. Since purchase we had to return the car on numerous occasions as the alarm had a fault. After eventually being fixed the car has driven well and had no further problems. Due to Covid-19 our service was delayed on the car. We also had the air con regassed and pressure tested prior to the service ( 7days), After collecting the car we have no experienced a huge number of problems which is now resulting in our car not being road safe and risking the lives of our 3 small children. We have returned the car 3 times for the main fault which causes the car to go in limp mode even when driving on the motorway. I collected the car on Thursday evening and low and behold Friday and Today the faults have come up. Now the car is in limp mode again. This car is not road worthy and is a danger. We took RAC Platinum cover to cover ourselves as we haven't had older cars. As a business owner with a husband working full time and long hours to try and recover from Covid 19 impacts and 3 small children we feel so let down, hurt, upset and scared. On top of the engine fault there is a hole in Air Con which was fine up until the service. The screen cuts out and needs an update, fine until the service we feel like we have been given a dangerous vehicle and shocked at how this is all sitting our shoulders and causing unnecessary stress and despair. Whenever we speak with the service advisors its lots of this and that and unfortunately but no actual results and no safety always a warranty wont cover or it will cost this much £££ which results in the entire cars value.

I am a local councillor and have also served as Mayor of London Borough of Sutton Twice. Very Very poor service. They are there to grab your money. Car was advertised in Auto Trader. I sent an email asking them about the price. Was asked to come to the warehouse to see the car and then talk about the price. When car was showed to me it was in a very bad state. Covered in filth and front bumper hanging off with a few other scratches. Was served by Sawan who like all sales persons was very pushy. I did not commit myself and came home. I received a phone call from Sawan and he started to tell me stories. I informed him that similar cars were being advertised for lesser money and that I was not interested because their car was in a bad state and over priced. After a while I received a call from his manger asking me that they would do all the repair work, service the car, with full valet before collection. I informed them that I was looking for a car pretty quickly. I was promised that the car would be ready by that Friday. When contacted was informed that car would be ready next Wednesday. Now I was informed car would only be ready the following Friday. Took a cab and went to Epsom, their showroom again. car was brought out and to my surprise car was in a worse position than I had seen it some two weeks ago. I refused to accept the car and demanded my money back. Now used car sales general manger ( I believe his name is spencer) was called who started by saying it was 2 year old car etc. I informed him to check all my emails to Swan in which I had explained the terms and condition of the car purchase. G Manger's approach was very unprofessional. I am surprised he is in that post. Now I was asked to wait and after more than three hours wait, was informed that the door would be repainted and all other scratches will also be dealt with and car would be ready by Monday 5 October or the latest Tuesday 6th October 2020. Telephoned yesterday 07/10/2020 followed by an email. Now I am informed by Sawan that he was not happy with the workmanship and it was being sorted out and that he would deliver the car himself in the afternoon. No phone call, no email and no car. They had my £10500 for the last two weeks. I have never ever dealt with such a poor car sales company. I am surprised that they have so many dealerships. They are cone merchants and my advice would be to try to avoid them at any cost. Once they have your money, their attitude will change and try to fob you off. I was also informed that the car had a service history and now I am being told sorry it missed one service. When asked for Vauxhall Pass I was informed there was not any. Right hand does not know what the left hand is doing. One says yes Vauxhall pass should be provided and the other says never heard of this pass. I could go on and on to tell you of my sufferings at their hands. I would not recommend this company even to my worse enemy. I have spoken to my legal advisers so will be taking legal action against this company. I hope their CEO David Wheatcroft will take some notice of this.

We came yesterday to view a Renault for my partner. The car was priced high but looked clean and well looked after in the pictures so we arranged a viewing and came over. When we got there we were told a Nissan Micra was waiting for us to view & our car wasnt ready, we saw the one we originally wanted to in the end and took it for a test drive, it had an engine warning light and a service light on, condensation in the lights [seals have gone] and quite a bit of cosmetic damage inside and out. When we took it for a test drive the car had literally no power and the "check automatic gearbox" warning message came on. We spent half a day coming over to look at a car that was clearly not ready to be sold. Really disappointed as we had cash and were ready to buy if the car was good. After looking at it I'm convinced they get these from auctions & put them straight in the showroom without having them checked. Really upset and disappointed at what a huge waste of time that was.

We test drove a car and were interested in financing the purchase. After being led into a dirty, untidy office with a manager he repeatedly patronised us despite me telling him we were aware of how finance deals worked. Then was unable to actually present us with any numbers due to his own incompetence. I asked him to email me details to consider these, this never materialised, when I followed up it turned out he had lied to his peers stating that we weren’t interested in the car. I contacted the Wilsons customer service team but have never heard back. Bought the same model car from a different dealer in the end,

I am buying my first new car, and it’s very daunting as I want to test drive a few and decide what I like. I have been to Toyota Crawley and Renault Horley who were both very through and professional, and now Wilson’s. What a difference! Didn’t have the car ready and sanitised, guy looked like he had no clue and every question had a negative answer, I test drove the car and left feeling very disappointed. I will look into other dealers who are in interested in helping me find my new car and give me the customer service I expect. Won’t be returning!

Abig thank you to Marius in sales Alex the sales manager and Sharon in admin who pulled out all the stops in the last few days so that I could get my new Koleos shipped to N Ireland before the lockdown.I am at a loss to describe the way they rose to the occasion and pulled out all the stops to get it done, credit where credit is due and they deserve it.I only wish my local dealer was half as good as Wilsons. Marius,Alex and Sharon thank you all so much and hope you are all still there when I am looking for my next new car. Thanks George

Wilsons website falsely advertises offers to customers, and staff do not care! I booked my car in for a service at Wilsons Epsom with the assumption of splitting the cost over 3 months with 0% interest. This is stated on their website in bold letters on the Service Offers page. When discussing with a staff member, I was told this service is not available and had to pay the full amount on the spot or the service would not be carried out. After explaining my financial situation, I was told I had a couple of weeks' until my service was due, initiating I had "time to collect the money". Furthermore, prior to this service, I contacted Wilsons on two separate occasions to go ahead with this payment option. Twice I was told a member of staff would call me back but never did. On paying for the service, the same rude staff member thought it would be a kind gesture to deduct £30 off my total bill, which in fact was quite insulting and does not solve the mis-leading and false advertisement! Would not recommend.

Bought a 3 yr old used Hyundai i10 advertised as one owner. After delivery, we found the recent service Wilsons performed was not to manufacturers requirements (thereby invalidating the warranty), but much worse, the car had been used by a driving school. Such history is required to be declared according to consumer law and their own motor trade standards, but was not. Wilsons were aware (since they had removed the dual controls as we later found out). We estimated the true value with that history to be less than we paid, but they refused to compensate us and told us we had to ask about such history. So be aware, Wilsons will NOT tell you that a car has been used by a driving school, even if they do know, unless you ask. This is despite the law stating : "It is a breach of the CPRs to engage in an 'unfair commercial practice'. A practice is unfair if it is either: • a 'misleading action' (it contains false or misleading information and is therefore untruthful, or if it deceives or is likely to deceive a consumer) ... or • a 'misleading omission' (it omits information that an average consumer needs to make an informed transactional decision) ... and this causes or is likely to cause an average consumer to take a different transactional decision.” We are pursuing the matter with the ombudsman and will use the small claims court if necessary. I would personally never trust them again with any purchase or service. Their dealings with us have been dismissive, they still refuse to admit that they should have given us any information of this nature (without us having to ask every possible question). I have never had such poor treatment at the hands of a major dealer. They have offered to pay for the missing service work, but only if we drop our other claims so we have rejected that offer.

Avoid Wilsons Group like the plague