James J

Slimey Stoneacre

Dear Stoneacre Wrexham Customer Service Team, ​I am writing to file a formal complaint regarding the recent diagnostic service performed on my vehicle, a Jeep Avenger EV, registration number W073YFM. The quality of service received and the current condition of my vehicle are wholly unacceptable and pose a significant breach of service standards. ​1. Original Issue & Initial Service Timeline ​The vehicle was initially booked in for diagnostics due to a serious and intermittent fault: random traction faults that would cause the car to break down and completely stop, including at high speed (e.g., 70 mph on a motorway). This is a severe and dangerous safety issue. ​Vehicle Booking Date: October 30th ​Action Taken: Diagnostics performed. I was provided with a courtesy car. ​Collection Instruction: On November 1st, I was instructed to collect the vehicle as it was deemed "driveable" while awaiting a specific part, and was required to return the courtesy vehicle. ​2. Introduction of New Faults & Service Failure ​Upon collecting the vehicle on November 1st, I immediately discovered that the car had been returned in a demonstrably worse condition than when it arrived. The vehicle was returned with critical systems failing that were fully functional prior to the diagnostic appointment: ​Charging Failure: The vehicle is now unable to charge. As an EV, this renders the car completely unusable. ​Driver Assistance Systems Failure: The cruise control, assisted cruise control, and speed limiter systems are all non-functional. ​When the car was handed over to Stoneacre, it was driveable, fully functional aside from the intermittent traction issue, and crucially, it was able to charge. It has been returned to me in a non-chargeable state, meaning I have been left without a usable vehicle. ​3. Failure to Rectify & Proposed Resolution ​When I contacted your branch regarding these new faults, I was informed that no immediate recovery or readmittance was possible. I was offered a rebooking date of November 28th (without a courtesy car) or late December (with a courtesy car). This proposal is unacceptable, as the faults (especially the inability to charge) were introduced during your service and render the vehicle unusable. ​I request the following immediate actions to resolve this matter: ​Immediate Recovery: I require the vehicle, W073YFM, to be recovered by Stoneacre immediately to prevent further loss of use. ​Priority Repair: The vehicle must be prioritized for repair to fix all issues: the original traction fault AND the new faults (charging failure and driver assistance systems failure) introduced during the diagnostic process. ​Suitable Courtesy Vehicle: I require a suitable EV or equivalent courtesy vehicle for the entire duration of the repair, starting from the moment my car is recovered.