Stuart S

⚠️Avoid at All Costs

I purchased a 2019 Ford Transit Connect in June 2024 from Arrow Auto Services. It seemed reasonably priced and suitable as a run around for one of my employees. Unfortunately, it turned into a complete disaster. On delivery to the north of Scotland, red flags appeared immediately. The van came with only one key despite being advertised with two, and the back was filthy — littered with dirty gloves and rubbish. I let this slide, thinking the 500-mile delivery journey proved the van’s roadworthiness and was not worth rejecting it over this. Just over 3 weeks later, the van suffered a complete mechanical failure. A local garage refused repairs due to the engine’s dreadful condition. I contacted Arrow for a refund, but because I bought the van through my company, I wasn’t protected by the Consumer Rights Act — only the older Sale of Goods Act applied. I hadn’t paid too much attention to the engine upon purchasing the van for two reasons; 1. I am not overly mechanically minded & 2. I would expect a garage selling a van, which they claim had just been MOT’d & serviced, to be roadworthy to a certain extent and to last considerably more than 3 weeks. Perhaps that is overly trusting on my part. Arrow claimed the van was of "satisfactory quality" and offered a warranty repair. Given the van’s shocking initial condition, I had no confidence they would do it properly second time round. I suggested an independent inspection or local repair — both were refused. I eventually agreed to return the van for repairs. They then rejected this too and handed me off to a so-called lawyer, who wasn’t legally qualified but did convince them to arrange a proper independent inspection. The independent inspection revealed 23 faults, all noted as present or developing at the time of sale. Still, somehow, Arrow denied any wrongdoing and refused a refund. I had no choice but to start legal action. They ignored all reasonable proposals, so I issued court proceedings — not financially logical for a low-cost van, but morally necessary. Finally, after months of silence and delay, we arranged collection, at their expense, in Feb 2025. On the day, Arrow backed out again despite the fact they’d paid for a 3rd party courier to travel to the North of Scotland. Another hearing was then scheduled for June. Just before it, Arrow dropped their lawyer, represented themselves, and eventually settled on my terms: they collected the van in June 2025 (again at their expense) and issued a refund — nearly a year after the van broke down. The van was returned with more mileage, another registered keeper, and still broken — and they paid more for it than I originally did. Their delay and denial cost them thousands. In my opinion, Arrow Auto Services are dishonest traders who refuse accountability. They knowingly sold a faulty van, rejected every opportunity to resolve things fairly, and only acted when forced by the courts. They are clearly happy to sell vehicles in any condition, hope they limp through their warranty period, then wipe their hands of it. Anything to make some easy money, regardless of who it inconveniences. I spent thousands in legal fees, but for me that is money well spent I would rather spend some money to cost them more. I’m sure their tactic of attempting to ignore everything until it goes away, due to the high costs of a legal case, has worked for them plenty of times in the past. ⚠️ Avoid Arrow Auto Services. It’s not worth the hassle.