Shocking service from the top of the company to the bottom!

Below are the 2 emails i had to send to the MD and got no help from him! In the end i have ended up losing £3500 because Motorpoint damaged my car!

Senior management are at Motorpoint Burnley completely unprofessional.
Once they have your money the friendliness stops!!

I bought my Audi A3 07/09/14, when we looked at the car we noticed a 2 inch scratch on the bumper. We showed this to the sales person he agreed this would be repaired by the time we pick the car up.

We came back the week after to pick the car up and the scratch hadn't been fixed. We agreed after paying £19000 cash for the car that we would bring it back. I brought it back a week later and picked up a courtesy car. I got a call 3 days later to say the car was ready. I had to pick the car up at night and was told everything fine. The next day i had a look in the light and the paint was peeling off. I phoned and spoke to customer service person and he told me to bring it back and they would repair it again. I took the car back and picked up another courtesy car. Again, i had to pick it up at night and told me it was perfect. The next day i noticed the paint had bubbles in it so i phoned sale person and he told me to take it back and he would have another look. took the car to the body shop while i waited and when he returned the bumper looked ok. I asked sales person to put in writing if anything happens to the paint Motorpoint would repair it. I still have the original letter.

In October this year i notice the paint was chipping off around the wings. I phoned Motorpoint and spoke to a customer service person who asked me to send her pictures, she phoned me back and asked me to bring the car back. I took the car back to Motorpoint Burnley and showed them the damage. They agreed to repair the bumper once again, as the last time the bumper was repaired they didn't take the bumper off the car when they sprayed it, so this time they said they would remove it and spray it again.

I dropped the car off on a Sunday afternoon and picked up another courtesy car.I got a phone call 3 days later to say my car was ready.I picked the car back up when i finished work at 7:30pm and couldn't see the paint properly because it was dark and nobody came out with me to show me the repair. The next day i notice scratches all over my car, down each side and over the bonnet. Also the paint on the bumper didn't match the paint on the car. I phone Motorpoint straight away and spoke to someone in the customer service department and told them how disgusted i was with the damage on my car, which was done by someone washing the car with a cloth or sponge that had been on the floor and must have had stones on it. customer service person phone me back 3 days later after i had emailed her and tried phoning a couple of times. I sent her photos of the damage that had been done and she asked me to bring it in and see her. I brought the car back in again on Sunday and showed her the damaged and that the bumper didn't match. She took the car up to the bodyshop on site to show it to them and left me and my wife in the showroom for 30 minutes.When she came she told both of us the body shop guys agreed the damaged was caused when they washed it and the bonnet and the bumper now needed respraying. As you can imagine we were quite shocked this had happened. customer service person agreed that we had 3 courses of action 1, the car is repaired again 2, we exchange the car 3, we have our money back. I asked her to send me this in an email which she hasn't. We agreed that the branch manager would phone me on the next day. HE phoned me and told me i didn't need to explain what had gone on because he didn't need to hear it again, customer service person had told him. I told him how annoyed and angry i was. I also told him what we agreed with customer service person, he told me that customer service person can't agree that with me because she doesn't have that authority. He told me to bring it back again and have a look at what cars i would like to look at if i didn't want my car repairing again. We agreed i would bring it back the following Saturday and he would speak to us and sort out what we wanted. We again went to Motorpoint Burnley and when we arrived we were told that the branch manager wasn't there, he was off sick and we spoke to the branch managers second in command who was who knew nothing about our problems and told me he could only sort my car out after speaking to the person I dealt with . We agreed with him that he would get a price for my car and phone me with what they would give for it P/X for another car. I had no call from him on the Monday so phoned him, he told me he was going to phone but was busy.He told me how much they would give me for my car ( £15000 ) which wasn't enough in my mind so we agreed they would repair my car once again and that he would arrange for someone to pick my car up so i didn't need to do the 50 mile round trip again. The next day someone from customer service phone me to arrange picking my car up but didn't have anyone to do it. He told me he would phone Thursday or Friday if he could arrange for somebody get to pick it up. I told him to let me know and if not i would have to bring it because i wanted it sorted out. Nobody phoned so therefore i took the car back again on the Saturday and spoke to the guy, i had spoken to on the phone. I told him i was very angry that i have had to bring the car again. Neither him or the branch manager came out to see me. They kept my car for 6 days and phoned to say the car had been repaired and was ready to be collected. Both myself and my wife went to pick it up on Saturday, we met up with second in charge manager and went and look over the car.

The car looked great at first, the bumper now matches and the paint work looked ok from afar. He told me they had polished the whole car and the scratches had come out. At closer look none of scratches have come out and i pointed this out to him. He said that was the best they could do and they needed to get us out of our car!! We agreed he would speak to the branch manager and he would get him to phone us on Sunday. I waited until 4pm and phoned him myself who told me he had been busy and was very argumentative and said i was lucky because most companies wouldn't repair the car after the first time! After telling him again i wasn't happy he told me the repair was good enough for a car of the same age as mine. I tried to explain my car was in perfect condition apart from the bumper when i took it in to be repaired and it was Motorpoints issue because they damaged it. He told me again to take a look at the cars for sale on the internet and that he would phone me back on Monday morning after he had spoken to his directors. I have waited all day for his call and heard nothing. I tried to phone and speak to the branch manager at 4:30pm but was told that he was in a meeting and asked if he could call me back. I asked the lady on reception if he was there until 8pm, she said he was. Once again i have not received a call back.

I would like compensating for all of the journeys to get the car repair, each journey is a 50 mile round trip, i would also like for my car to be replaced with a like for like car. The service and the way i have been treated by senior management at Burnley is disgusting. They have acted in a very unprofessional manner.

I would not like to deal with these people again.

Please contact me regarding these issues asap.



Regards

Second email to the MD
Afternoon MD,

You emailed me after i sent my complaint message to say to contact you if i am not satified with the out come.

I have just picked up a new car, another Audi A3 6 months newer than the one i had to trade in. I had to pay £2199 and no one at Burnley wanted to deal with compensating me for all the stress this purchase has cause for both myself and my wife. I didn't agree that i had to pay so much for something Motorpoint has caused. I was never contemplating trading my car in until Motorpoint damaged it and now i am £2199 worse off because of Motorpoint incompetence. I felt like i had to pay it because it is causing so much stress.

The service i have just had picking the car up bordered the ridiculous... I have waited nearly a month to pick the car up and i had been told it is because they wanted to make sure it was perfect. I was told the car needed a full service and when i looked at the service book, it just said things had been checked. I asked what had been done and nobody could give me a straight answer. After an hour of waiting for an answer sales rep came and told it had an oil change only. Filters need changing and he said i would need to come back in again and book it again to have this done. I told him i wasn't coming back because i feel like ive spent to much of my time taking cars back to Motorpoint. I told him if they have only done half the service he needed to knock £125 off the price and i would get it done myself. sales rep went to speak to, i think branch manager and came back and said he wouldn't knock it off the price and that they would send the parts in the post and "could i fit them myself, its not difficult"! You could see on the face of the guy doing the hand over, he was shocked. I told him i wasnt a mechanic, just a ridiculous thing to say. Now they are telling they might ask a garage near me to do the work.

As you can imagine i wasn't very happy with this. At one point a lady came in and got the keys for my old car and then came back and said my old car is outside. I asked sales rep who was doing the hand over what was going on and he said he didn't know but would go and ask. How i didn't walk out then only god knows! He came back and that's when he said about have the parts fitted at a local garage.

We arrived at 10:50am for an 11am pick up and left at 1:30pm.