Available car Cannock, cocky, arrogant & negligent

Available Car's Response to thenewt7's Review

Written on: 31/01/2017

On behalf of the staff and management at Available Car Cannock we are very concerned to hear about the account of your experience. The Branch Manager has unsuccessfully attempted to contact your daughter via phone and email to discuss your experience in more detail, and would welcome you to contact him.

When customers enter the showroom we have our helpdesk at the entrance and one our helpdesk staff will greet the customer, explain the layout of the display and offer a stocklist. They also explain that if you would like any more help or information to please come back to the reception for help. Available Car believes that a customer should be left alone to look at the cars on display and not be approached. At Available Car we don’t actually sell cars, we help customers buy. That’s a big difference to ordinary car dealers and we’ve found that people like it that way. We are sorry if this approach or the staff came across as disinterested when you arrived.

When your daughter had decided on the car she wanted the sale was completed by one of our Customer Service Managers. Part of this process includes explaining and offering additional products which your daughter decided to purchase. A sold car work request form was completed and signed by your daughter detailing that no additional work was requested other than an MOT. When the Customer Service Manager was explaining and offering his reassurance about what would happen with the vehicle between then and collection, this may not have been clear or explained correctly. He also advised the next service due was in 13 months or approximately 16,000 miles. We have double checked this for you and confirmed it to be correct. On the last service carried out by VW Nottingham, long life oil was used. This meant the car does not require a service for 2 years or 20,000 miles. The previous owner opted for the indicator to be sent at a 12 month interval, hence why the light illuminated early. We apologise that the light was not corrected prior to you taking delivery of the car.

Prior to the sale a 76 point inspection was completed on the vehicle. During this inspection it was recorded that the remaining tread on both front tyres were 4mm and the rear tyres were at 6mm tread depth. We are the only retailer to advertise vehicles with a copy of our Inspection Report on our website for customers to view. New tyres have 8mm of tread and the legal limit is 1.6mm. Available Car’s Provenance and process is to change tyres at a minimum of 2.5mm tread remaining. These readings are also confirmed by a quality controller. The tyres condition and depth is also checked during the MOT by a VOSA approved tester. Available Car are confident the vehicle was not delivered with tyres that would require replacing after one week. We agree that a screw could appear in the tyre at any point.

During our handover process we supplied your daughter with the V5 registration document and explained the process for taxing and registering the vehicle. The declaration section has also be signed by her and ourselves stating “ hereby acknowledge receipt of the V5 Registration Document and my responsibility to notify the DVLA.” The V5 registration document states that when you sell or transfer ownership privately “the person selling the vehicle as current registered keeper” must inform the DVLA. When a vehicle is sold by the Motor Trade this does not apply, as the DVLA have been informed by ourselves the vehicle is under our custody but we do not become the registered keeper. We believe that our process to avoid such instances of customers not registering cars has been followed correctly.

Available Car would like the opportunity to discuss this further or view any supporting documentation you may have. We would also welcome a re-inspection of the vehicle for your peace of mind. Regards the Available Car team.