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“Poor after sales service”

written by Johnny-rook on 26/02/2016

Bought a used Freelander costing £14,999 from the Cannock branch of Available Car. Also purchased their Platinum Warranty costing £759. Sales team very pleasant and efficient, car was lovely and the purchase was very easy.

Received paperwork through the post a few days later and this is where the problems begin. The purchase date for both the car and the warranty were incorrect meaning that I would lose a day on my warranty cover. I also traded in my old car and the date for this transaction was also incorrect. This paperwork was to be signed and sent back to them in the stamped addressed envelope provided, only there wasn't one provided so I have no idea where these documents should have been sent.

The warranty booklet that I had sent to me was only a summary and inside this booklet in a highlighted section it states that I should read their FULL TERMS AND CONDITIONS. This is exactly what I wanted to do - so I would know precisely what would and wouldn't be covered if I ever needed to make a claim and to see if it was worth the money I'd paid.

So I rang Available Car Cannock and spoke to the sales man that sold me the car and warranty. He apologised and assured me that I would receive a new copy of the paperwork with the dates amended and also a copy of the FULL TERMS AND CONDITIONS for the warranty.

10 days later and nothing had arrived. Rang Cannock again, the sales man was not there but I was assured that I would receive a call back from someone that could help that same evening. And guess what - no one rang.

Called them again today ( now 13 days into my cooling off period ). I had an assurance that someone would call me in the next hour. So I waited an hour and half before ringing them yet again. Each time having to explain what the issue was, again being assured someone would ring me back in five or ten minutes. After an hour and half I eventually spoke to someone from the sales team.

As I did not get to read the terms and conditions of the warranty I felt that I should cancel this agreement. The sales man thought I should re-consider but did not offer any apology or a way to rectify my concerns. Further more he said it could take up to two weeks to receive a refund

As it stands now, I am cancelling the warranty and still have paperwork with incorrect dates on. These documents should have been signed by myself and sent back to them. I am not willing to do this as the information is still incorrect.

I previously read some negative reviews about Available Car but thought I would give them a fair chance.

How wrong I was. I feel that they are great while taking your money but shockingly poor at resolving after sales issues.

Poor after sales service. I would not recommend them to anyone.