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| Terry | Oct 24 2006, 12:30 PM |
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Unregistered
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xxxxxxxxxxxxxxxx@hotmail.com> Add to Address Book To: Feedback@saynotoyes.co.uk Subject: Diabolical Service Date: Tue, 24 Oct 2006 11:09:59 +0000 Dear Sirs, please find attached a letter of complaint I sent to Carcraft 6 weeks ago. To date I have had no reply. They were quite happy to dump on me a car that I will not be able to use if I have a puncture, the battery in the electronic access fob runs out, tyres need replacing or if the car's battery has to be disconnected for any reason. Can you give me any advice on how I can resolve this situation ? Kind regards Carcraft P.O. Box 1821 Newport South Wales ST19 5AD NP19 4 YJ 4-09-06 FAO :- Michel Dunn - Manager, Customer Services Dear Michel Ref :- Rover 25 xxxxxxxx Almost a year ago I purchased a Rover 25 from your Darlaston branch for my eldest daughter. We were less than impressed with your salesman who was arrogant and not very helpful. Personally I wanted to leave but my daughter had set her heart on a specific car and persuaded me to go through with the purchase. Within a few days and having covered less than 50 miles the exhaust back box fell off. We called the number given but could get no answer, presumably because it was out of normal working hours. As the car was fully loaded with items for my daughters flat in London and she had to travel that night because she had an interview first thing the next morning I was forced to find an alternative solution. Luckily I was able to find a local supplier who could fit a box that evening and my daughter was able to proceed to London as planned. When I submitted a claim for the cost of the repair I was told that I would be re-imbursed to the tune of £16.09, that being the trade price to your company for the box. When I queried this, I was unbelievably told by Mathew that, had I been able to contact your company in the first place, a lorry would have been sent out to collect the car, take it back to Darlaston, mend it and returned it to me. When I said that that would not have been of any use, because of the time scales previously explained, I was told my daughter could have caught a train, presumably carrying the content of her fully loaded car ! When I pointed out that the recovery procedure would have cost more than the simple expedience that I was forced to carry out I was told that as you have the facilities they were not costed on individual jobs ( not even fuel ? ). At this point it was obvious that I was getting no where and therefore decided to waste no more time on the issue but decided that, with this level of after sales service this would definitely be the last time I dealt with your company. However things don’t always work out that simple. This summer we were looking for another car for my other daughter to use and we had spent some time going round all the local dealers without any success. My wife then saw one of your advertisements which had just the car she wanted, so once again I was persuaded, against my better judgement, to visit your Darlaston site again. It turned out to be just what she wanted and, I must admit that we were treated very well by your salesman (Mathew Bape). We were in a hurry to get back home so we said we would come back the next day to collect it as there were a number of things to be done. Your salesman offered to have it delivered that night explaining that would insure that it could then be listed on that days site sales. That evening the salesman arrived with the car. When checking it over I discovered that none of the promised work had been done. Please find below the list of problems:- 1. The car had not been valeted. It had been washed but not dried properly and was covered with water marks. Windows still had all your stickers and white writing on them. The inside had not been vacuumed properly. The obvious scratch marks had not been touch in. 2. The security card was missing which meant we had none of the following :- A) Key security number B) Radio code C) Emergency access code. D) Locking nut code. You should not need me to tell you how impossible this makes it for us to use this car. 3. On opening the back it was obvious a complete hash up as the back compartment floor would not lay down. The main problems are:- 1. No spare wheel 2. No locking wheel nut removal tool 3. No Wheel nut cover removal tool 4. No metal key socket At this stage I refused to accept the car and told your salesman to take it back. He said he could not do that, mainly because of the daily sales count. Instead he said he would sign a note to say that all outstanding work would be done and that he would ring me the next day to confirm this. He also put a note on the vehicle acceptance document to this affect before I would sign it. To date I still await this promised call. Last week I had a courtesy call from Emma to ask how I rated your service. When I tried to explain to her why I thought your service was diabolical she passed me over to Jo. She was most unfriendly and unhelpful. Her only suggestions were that I should bring the car back to site and they would see what they could do. She was unable to tell me what they would do and therefore whether my journey would be wasted. With regard to the essential details on the security card she said that you were not prepared to do anything about this and that I should go to a dealer. She did not seem to appreciate that as the car is a Rover that this might prove a little difficult. You claim to be a professional company and that you carry out innumerable checks before you release a vehicle. Two experiences of your inept service would indicate that you are breaking the trades descriptions act and on this second car you have broken your contract. I am sure that watchdog would love to hear from us. When I complained to Jo that she was not giving me “customer service” and I wanted to talk to someone who had the sense and authority to get these problems resolved, she said she could only give me your name and address in order for me to write a letter of complaint. Having done this I trust that you will now urgently sort out this mess to our satisfaction. Yours Sincerely |
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| Carcraft · Carcraft - Ucan Car Credit | |
1:07 AM Nov 26
