AvailableCar Reviews - www.availablecar.com

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★★☆☆☆
2.0 / 5
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Latest Reviews

★☆☆☆☆

“keep away”

Written on: 21/08/2017 by Payton338 (1 review written)

polite staff but i was pretty offended when they offered me £500 for a car that i brought from them 3 years before. i went to other garages and companys that offered me 1000. They do not budge on there overpriced cars. i dont think they care about there customers or keeping people coming back i think they care more about the money they make… Read Full Review

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Available Car's Comment

Written on: 25/08/2017

Dear Payton338 – Thank you for your kind comments about the Available Car team, they are appreciated. Sorry to read that you were not happy with the price we offered for your current vehicle, which you purchased from us.

Unfortunately your comment doesn’t tell us what vehicle we valued for you, when, what age the vehicle is now, the mileage or the current condition. Also it is unclear if we have visually appraised the vehicle or if the ‘price’ was offered subject to viewing (telephone/email guide price)? We have attempted to find your enquiry/valuation but we have been unsuccessful matching your name and a £500 valuation to any recent enquiry.

Customer satisfaction is important to us and we would be more than happy to appraise your vehicle and given the opportunity, supply you with another ‘Available Car’. Please feel free to contact us if we can be of any assistance. Regards the Available Car team.

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Mobiledisco's Comment

Written on: 30/08/2017

Agree with you 100%, I was offered £2200 for my part exchange, for which I was previously offered £2700 the day before against a similar car by a well known car supermarket in the same price bracket, this was later "improved" to £2400. If they had offered me the full £2700 value that the competitor had offered, the deal would have been done and Available car would have sold the car there and then. As it sits, they lost a deal on a car with a screen price above £15k all for the sake of £300, sucks to be them!. The ironic thing is that the car I was looking at, turns 4 years old in a few months, so they can wave bye bye to another chunk of value, so I can see it being reduced in price in order to shift it, and probably by more than £300. However having seen how the 1 star reviews significantly outnumber the positive ones, I think perhaps that I had a very narrow escape.

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★★☆☆☆

“Leeds- messed around”

Written on: 07/08/2017 by Rmh88 (1 review written)

I went into the Leeds branch last Monday to test a seat Leon on which I paid a £100 deposit to reserve. I was looking to trade in my current car which had negative equity which I was told wouldn't be a problem. I agreed for them to go ahead with the finance application and then drove 90 miles back home waiting for a call. A few a hours after getting home I was told that I would need to pay a large deposit to cover the negative equity, I said that I would have a think about it and ring back the… Read Full Review

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★☆☆☆☆

“buying a car”

Written on: 27/07/2017 by mollysh (1 review written)

Thought we had bought a car we liked got to the payment part to be told we had to pay 25 pounds to pay by debit card rang my bank to be told no charge for debit payment salesman would not budge so we cancelled sale they lost a 13000 sale for 25 pounds would not touch this place with a bargepole again bought another car with no debit charge and on another note why do the sales team and management need to know kind of employment I have!… Read Full Review

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Available Car's Response to mollysh's Review

Written on: 01/08/2017

Dear mollysh – Sorry to read that you are unhappy with the charge applied for Debit Card transactions. The transaction fee is currently set at 0.22% (£2.20 per £1000), the charge is not set by us, nor do we benefit from it, the fee is charged by the transaction handler.

It is shame that you cancelled your order because of this, you could have pay us directly, by Bank Transfer, which is what most of our customers do, had you have done this it would not have incurred any charge or fee.

Available Car Ltd are regulated by the Financial Conduct Authority, for this reason we are obliged to ‘know our customer’, we adhere to the guidelines set by the FCA. This does require us to ask questions of our customers and for them to accept we have offered adequate explanations.

We are sorry to have lost your business, we hope you will consider us in the future. Regards the Available Car team.

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★☆☆☆☆

“Misold warranty - Car isn't fit for purpose”

Written on: 07/07/2017 by ClaireDan (1 review written)

We bought our car Mercedes B class in September 2015. We were sold an extended warranty as the car was only four years old. I broke down on Friday and after taking the car to the garage have been told its a crankshaft pulley that needs replacing. We phoned our warranty who advised this is seen as wear and tear and will not be covered. We have a policy booklet that was given to use when we bought the car and in this it clearly states it would be covered. Available car have now turned around and… Read Full Review

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Available Car's Response to ClaireDan's Review

Written on: 11/07/2017

Dear ClaireDan – We are sorry to hear that your Mercedes B Class you purchased from us in September 2015 has needed a repair.

We have not ‘mis-sold’ the warranty policy, as you have claimed. The warranty policy purchased covers for ‘sudden mechanical failure’, not items that need to be replaced due to wear/end of mechanical life. We appreciate that an unexpected repair can be costly and unfortunate but we feel it is unfair to blame us for this.

The confusion regarding the policy booklet was explained but it remains unclear in your comments. Two warranty booklets were supplied at the time of collection, one was an ‘old’ booklet, supplied by the previous keeper, which contained service stamps for the vehicle, this booklet was supplied to you, by us, so you had a stamped service record. This was not a document relating to the warranty that you had purchased. If this caused confusion, we apologise but having looked at our records and what was supplied, it all makes perfect sense.

The warranty documentation for the policy you purchased was supplied at the time of sale and it is this policy that has declined the claim due to wear. Once again, we sorry that your claim was not covered by the policy (for reasons explained).

If we can provide any further assistance, please feel free to contact us directly. Regards the Available Car team.

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Clairedan's reply to Available Car's Comment

Written on: 11/07/2017

Hi Available car team,

As stated in our review we would not recommend available car. Mercedes Benz have been a great help during this process and have provided written evidence that the fault should have been covered.

Available car's after sales service appears to be non existent. When we were sold this policy we were not told it only covered 'sudden mechanical failure'. I would not recommend that anyone purchases an extended warranty with available car.

We have attempted to contact you directly to discuss further but unfortunately you appear to have limited availability to meet with us and discuss further.

We have provided this review as we feel it is only fair that others who are considering buying from Available car can make an informed decision.

Regards

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Raincop's reply to Available Car's Comment

Written on: 09/09/2017

Surly the car was still under its 90 day warranty you guys supply and is an item that should be considered as latent defect.

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★☆☆☆☆

“Do not buy from here disgraceful service!”

Written on: 22/06/2017 by Clarke12 (1 review written)

DO NOT buy a car from here! We have no logbook with our car when we have approached available car they said basically deal with it yourself. We have an ongoing complaint with a number of issues and even the manager doesn't return calls, we are now going to trading standards. They are a disgrace! UPDATE!!!! We are now taking available car through trading standards after they have forged my husbands signature on paperwork! It has taken us 4 months to receive our logbook, in march when we asked… Read Full Review

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Available Car's Response to Clarke12's Review

Written on: 27/06/2017

On the 19/03/17 you came down to our Cannock showroom and spoke to one of our Showroom Managers. You claimed that you had never been given a log book for the vehicle when you purchased it in November 2015.

When a customer collects a vehicle from AvailableCar, every customer signs a ‘V5 Log Book Release Form Document’ which confirms that a customer has taken the V5 log book and MOT for the vehicle. This was signed by yourself on 21/11/2015, when you paid the deposit for the car. This signature matches multiple other signatures made on the same day in the same ink. Available Car totally refutes your claim a member of staff has “forged” your husbands signature. We have offered to show you this paperwork but your husband declined.

On the 19/03/2017 you explained you had started the process of applying for a new V5 log book from the DVLA and you would keep us informed. Whilst you were on site you informed a Showroom Manager that you had now purchased a brand new car and you would be looking to sell your current vehicle, and enquired as to whether we would be willing to buy the vehicle back from you, using our ‘CashYourCar’ scheme. We offered £17000 on that day, which you were happy with, you explained to us that as soon as you had received the new V5 back from the DVLA you would then look to bring the vehicle in so we could buy it from you at the agreed price. He explained that we may have to re-value the car depending on how long it takes for the V5.

Over 3 months later you emailed to confirm the log book had arrived. During the last 3 months multiple phone calls and messages have taken place to see if you have received the log book. We also discussed the need to re-evaluate the car as over 3 months had passed since it was last seen and valued. We offered an up to valuation of £16000 subject to viewing the car. You and your husband were dissatisfied that the car had depreciated £1000 in the last three months.

The vehicles depreciation, you not completing the registration document you signed for at point of sale and the subsequent delay with your DVLA application for a log book is clearly not Available Car’s responsibility.

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Clarke12's reply to Available Car's Comment

Written on: 28/06/2017

Once again still waiting for available car to give me details of their official complaints procedure for some reason not so forthcoming with this information! Trading standards are also now involved. I'm sure this problem has happened on numerous occasions the difference being we will not let the issue drop! Pure and utter incompetence from available car! If you read through your own comments which is clearly copied and pasted, you state 'every customer fills out a v5 logbook release form when collecting a vehicle' so why is our paperwork signed a week before handover? Do you usually give out logbooks for £25000 cars that haven't yet been paid for?! What utter rubbish a fine example of available car being in the wrong and not wanting to own up to their incompetent staffs mistakes so trying to pass the buck!

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★☆☆☆☆

“Rip off merchants!”

Written on: 10/06/2017 by Motrin (1 review written)

Went there two week ago. They tried to tell me that my car was in negative equity by £3000. Funny they had the same car as mine same year similar miles for £9000, offered me £6000. Do they think people are stupid. Will never set foot in their again. Be warned!… Read Full Review

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Available Car's Response to Motrin's Review

Written on: 13/06/2017

Dear Motrin – We are sorry you hear that you were unhappy with the valuation we offered for your current vehicle.

We cannot speculate regarding the figures you have quoted, as we do not know what vehicle we valued for you, at which Available Car branch or when exactly. However, when appraising a vehicle, we will take many factors into consideration, these include, age, mileage, conditions, owners, MOT (if applicable) and service history. We will then offer a fair price to part exchange or buy for cash. This is common practice for us and we can assure you, we do not treat our customers as “stupid”.

Should a vehicle we buy be eligible for retail, we will prepare that vehicle for sale, both mechanically and cosmetically, the cost of which is taken into consideration when we advertise the vehicle for sale.

When we agree a sale, with the ‘new owner’, we will then guarantee the vehicle and cover any repairs whilst under guarantee with us.

To call us “rip off merchants” is rude, offensive and unjustified. We are sorry to hear that you would not visit us again. Regards the Available Car team.

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★★★★★

“Fantastic ”

Written on: 05/06/2017 by BiancaFarley162 (1 review written)

I was amazed that we were not hassled once was a great experience staff were fantastic and very friendly and helpful love my new car thank you very much Will definitely recommend… Read Full Review

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Available Car's Comment

Written on: 20/06/2017

Hello BiancaFarley162,

Thank you for your lovely comments on the service you have received from us. All the team at Available Car wish you many happy miles in your new car.

Regards the Available Car team.

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★★★★★

“Highly recommended, our third car from them.”

Written on: 25/05/2017 by DavidOxborough (1 review written)

Totally stress free, very friendly and helpful staff from the reception through to the test drive guys and the guys who handle the buying process. It was because of the way the problems we experienced with our first car a few years ago were resolved that we've been back twice more. On that occasion, the car had a fault with the EGR valve which eventually had to go back to the dealer network for rectification. Each time it went back, we were given a courtesy car without even having to ask and… Read Full Review

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Available Car's Response to DavidOxborough's Review

Written on: 09/06/2017

Hi,

Thank you for your lovely comments on the service you have received from us. All the team at Available Car wish you many happy miles in your new car.

Regards the Available Car team.

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★★★★★

“Best service ever”

Written on: 25/05/2017 by Jamesb233 (1 review written)

I am picking my 62 astra vxr up tomorow and cant wait the reception team are so friendly and helpful at the store and on the phone i test drove the astra then proceeded to buy then changed my mind which they didnt mind at all i found another car from available car but at a different site they brought it to my local site test drove that one then decided on the astra would realy like to thank the sales person that helped me and the guy who took me on the test drives… Read Full Review

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Available Car's Response to Jamesb233's Review

Written on: 31/05/2017

Dear Jamesb233 – Thanks for your excellent comments, they really are appreciated. We are delighted that you enjoyed shopping with us and we hope you enjoy owning your “Available Car” Astra VXR!

Should you require any assistance in the future, please feel free to contact us and we hope to see you again… when it’s time to change!

Regards the Available Car team.

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★☆☆☆☆

“Do not buy a car from this dealership”

Written on: 19/05/2017 by VanDalton (1 review written)

I bought a car for £8000.00 in October, it has now developed a fault -EGR valve. They've looked at it and refused to do it as I've had it over 6 months , 7 months to be precise. I've only done 2,800 miles in it. It's disgraceful service I would NOT recommend this place to anyone, and I will make sure I tell everyone not to use this company… Read Full Review

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Available Car's Comment

Written on: 26/05/2017

Dear VanDalton – We are sorry to hear you have experienced an issue with the EGR valve on the vehicle you purchased from Available Car. Unfortunately, from time to time, maintenance and repairs are necessary. After such a period of time, it is the responsibility of the owner/driver, not the supplier to cover the cost of the repair. Regards the Available Car team.

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★★★★★

“Great service”

Written on: 15/05/2017 by Mahoney64 (1 review written)

Great customer service. Not yet picked up the car as there are a few bits to do so hopefully all will be well. I never felt pressured and had full control over buying what I wanted.The staff at reception are wonderful. It says I cannot name staff which is a shame. Lovely fun service thank you… Read Full Review

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Available Car's Comment

Written on: 24/05/2017

Hi Mahoney64 – Thank you so much for taking the time to write such fantastic comments about your recent visit to Available Car. “No Pressure”, “Wonderful”, “Lovely Staff” and “Fun Service”, we couldn’t ask for anymore! We are delighted that you enjoyed shopping with us and hope you will enjoy your “Available Car”.

Should you want to share your praise for the Reception Team, please feel free to ‘name’ the Available Car branch you shopped with (and add your comments to our Facebook page).

Thanks again, kind regards the Available Car team.

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★☆☆☆☆

“Castle Donnington - what a joke ”

Written on: 29/04/2017 by whare (2 reviews written)

I went to testdrive a Citreon C4 Grand Picasso it is a 11 plate When I went to test the car it had only just arrived on site so still had work to be done (I can understand that) I liked the car and so I went home to sleep on it the following day I agreed to buy the car (really wish I had not bothered now) I was due to collect the car on the 3/4/17 but got a phone call from a Mr Brooks (I understand he may be a manager in the sales team) on the Friday before collection (31/3/17) saying there… Read Full Review

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Available Car's Response to whare's Review

Written on: 03/05/2017

Dear whare – We are sorry to read that you have been unhappy with your recent experience with Available Car – Castle Donington. We apologise that you had to return your 2011 registered Citroen C4 Picasso to us whilst under guarantee.

Thank you for your kind words about the person you dealt with, they really are appreciated, our team will always strive to help our customers and we appreciate you taking the time to praise him.

Following your previous complaint, we arranged a visit to resolve any issues. The A Pillar that we worked on during preparation, required the securing clips to be replaced, we also replaced a car key that was showing signs of wear. The work was completed by us, under our guarantee at no additional charge to you.

Whilst your car was with us, as a goodwill gesture, we completed a full interior and exterior valet and improved a scuff on the O/S/F wing mirror. We did hope this work would have been appreciated, unfortunately, it appears it was not.

We are happy that we resolved your issue during your visit to us, should you require any further assistance, please feel free to contact us. Regards the Available Car team.

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Whare's reply to Available Car's Comment

Written on: 04/05/2017

Improved a scuff..... wipe it with a cloth and jet wash / hover

Sorry the service I have e got over all I still rate very poor and very little has been done to correct the issue

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Whare's reply to Available Car's Comment

Written on: 04/05/2017

Improved a scuff..... wipe it with a cloth and jet wash / hover

Sorry the service I have e got over all I still rate very poor and very little has been done to correct the issue

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Whare's reply to Available Car's Comment

Written on: 04/05/2017

Improved a scuff..... wipe it with a cloth and jet wash / hover

Sorry the service I have e got over all I still rate very poor and very little has been done to correct the issue

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★☆☆☆☆

“Messed around, awful”

Written on: 30/03/2017

Initially the customer service was great, I decided to buy an Audi A4, everything was going well until I got a phone call saying that they had performed a check and realised the timing belt had not been replaced, and rescheduled me for the next day at 5pm, to travel to the particular venue it takes me around 1.25-1.5 hours to get there traffic allowing, so I set off a littleness earlier to ensure I was there on time. As I entered the building I received a voicemail from a call around 45 minutes… Read Full Review

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Paulandroxy's Comment

Written on: 27/04/2017

i had ham egg and chips for diner, it was fantastic, bungalow

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Available Car's Comment

Written on: 11/05/2017

Hello,
Thank you for taking the time to share your experience at Available Car. We were delighted to read that during the purchase process the customer service you received was great. However we would like to apologise for the fact that you were unable to collect your vehicle on the agreed date. We would like to assure you that all of our cars are fully inspected and prepared prior to becoming available stock. Unfortunately faults can occur after this process is complete. At Available Car we will change a timing belt if it is due or due within a certain time period. When your vehicle first came into stock, the timing belt was not due and was outside of our parameters to change it. However when you purchased the Audi, the due date for changing the belt fell within our guidelines for changing, hence why the work needed to be carried out prior to collection.
We understand that our Handover Manager has dealt with you personally to remedy the problems you had with the vehicle and these matters have now been resolved to your satisfaction.
If we can offer any further assistance please do not hesitate to contact us.
Regards the Available Car team.

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★★★☆☆

“Was going to visit but the official responses are shocking”

Written on: 16/03/2017 by 29Shoemaker (1 review written)

I called into my local dealer this weekend. The prices were very fair and I was considering going back in with my partner. This, despite the fact that the salesman repeatedly called me by the wrong name and assumed I was buying a car for my sister (I don't have a sister). However, reading these reviews and the official responses has convinced me to keep away. When people take time to buy a car and leave a review, it is incumbent upon any company to treat the complaint with respect. I see… Read Full Review

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Available Car's Comment

Written on: 23/03/2017

Dear 29Shoemaker – Thank you for your comments. Should you wish to read comments that are written by customers who have enquired, visited or purchased from Available Car ltd, please look at our website, you will find “thousands” of customer comments. This “site” contains 300 comments, most of which we do not know if they are genuine or fictional?

The problem with “reviews” written online is that they can be written by anyone, about anything, and can very easily be manipulated by unscrupulous individuals. Most comments written on “review sites” do not contain all the facts and often offer a tainted version of events. As with your comment, we do not know who you are, which site you visited, when or what assistance we were able to offer?

We absolutely agree that Customer Service is important for any organisation, especially ours. The reason we respond to online comments is because should an Available Car customer, have a genuine issue/problem, we will always help.
We are very sorry if your recent visit was not a success, we apologise that our team member got it so wrong. We would never intentionally offend a customer, call them by the wrong name or refer to their partner as there Sister! I can assure you, if our team member was aware that they had got all of this so wrong, they would be very embarrassed and sorry.

Should anyone wish to speak to us, we are always happy to help, so please don’t judge us on the strength of a few comments written on this page, all complaints are dealt with respectfully but please bear in mind, we do not know who has written the vast majority of these comments, nor do we know how many are genuine.

If you are looking to buy a good, used car, from an organisation with a proven track record – Available Car Ltd is a fantastic place to shop. If you would be happy to speak to us, we’d value the opportunity to discuss your visit. Please contact your local branch, regards the Available Car Team.

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★☆☆☆☆

“Thanks for nothing ”

Written on: 10/03/2017 by Andyvicks (1 review written)

12pm booked a test drive for 4pm 2pm started out from Leicester to Leeds. 15:50 voice mail left saying that someone else had taken the car out. 16:00 arrived at available car Leeds to a snivelling salesman making excuses. 16:30 informed by the snivelling salesman who was now full of apologies that the car was now sold. Back down the M1. Despite the negative reviews on here I was giving available car company the benefit of the doubt, but if they are as unprofessional dealing with other… Read Full Review

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Available Car's Response to Andyvicks's Review

Written on: 06/04/2017

Hi AndyVicks

Firstly we would like to offer our sincerest apologies for your wasted trip and we can appreciate your disappointment. At Available Car we book hundreds of test drives each week and it would be impossible to reserve every vehicle based on a test drive booking that a customer may or may not attend. We do however have a process in place that if someone else expresses an interest in a vehicle that has a test drive booking, we will endeavour to let customer know straightaway the situation to avoid wasted trips or try to find an alternative vehicle if the vehicle sells. This process was followed unfortunately you were nearly at Leeds when another customer expressed an interest in this particular vehicle. The apology you received from our team member was genuine, but the situation was beyond his control. If you wish to discuss this further please do not hesitate to contact our Showroom Manager at Leeds quoting the review centre.

Regards

The AvailableCar team

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Paulandroxy's Response to Andyvicks's Review

Written on: 27/04/2017

sebby is a fluffy dog

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★☆☆☆☆

“Never again terrible experience castle Donington ”

Written on: 10/03/2017 by Prince279 (1 review written)

Paid deposit on ford focus...collection date put back three times over three weeks.I lost confidence after the first delay and what annoyed me most was that I had to make all the phone calls to check progress.i had to insist that the manager of the company (available car) go and check that the parts had arrived and to call me back with an update..I was spending 10k on the car so would of expected a decent level of customer care....the final straw was the call to say that it's back from ford's… Read Full Review

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Available Car's Comment

Written on: 16/03/2017

Dear Prince279 – We sincerely apologise that the Ford Focus you had ordered from us had to be delayed. At the time you ordered this vehicle, it had only recently arrived onsite with us at Castle Donington.

Unfortunately whilst carrying out our inspection on the Ford Focus (2014/64 registration, 30,000 miles), we discovered a fault with the water pump, which meant the car had to be returned to Ford, under their warranty. For this reason, it was necessary for us to delay your collection.

We are sorry if our updates were not quick enough, we will always do our best to keep customers informed but we do accept how disappointed you will have been because of the delay. Please accept our apologies, we would never intentionally upset a customer.

At your request, we cancelled the order for the Ford Focus, but we have reserved another vehicle for you. However, since ordering the replacement vehicle for you, we have been unsuccessful in contacting you and do not know if you wish to proceed with the order or not?

Should you require any further assistance or should you wish to discuss your experience, we would be happy to speak to you. Regards the Available Car team.

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★☆☆☆☆

“Don't buy from here available car Castle Donnington ”

Written on: 09/03/2017 by Saunders122 (1 review written)

The worst mistake I ever made was on 16.01.17 buying a car from here. The day I collected my new car it is was delayed and went back to the workshop with a knocking noise on the steering. I was allowed take the car having been told it was sorted. The following day the noise was back my first appointment was cancelled by nissan to have my car I took my car 2 weeks ago and since then it's been sat at Nissan waiting for parts from abroad to fix it they are refusing to let me take my car back as… Read Full Review

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Available Car's Comment

Written on: 14/03/2017

Dear Saunders122 – We are sorry it has been necessary to return your car to us shortly after collection. We were happy that we had resolved the noise prior to collection, had we not have been satisfied, we would have stopped the collection and rearranged for when the car was ready.

Unfortunately the Nissan dealer are unable to get the part required immediately, due to the part being “back order”, which means they have no exact “estimated time of arrival”.

We apologise and accept it is disappointing to be without your car but want to reassure you that the repair if being completed by Nissan, under their warranty. We know until the parts are available to them, supplied by the manufacturer and fitted to the car, it will cause a delay.

Please feel free to contact us directly should you wish to discuss your recent purchase and/or aftersales visit, we are happy to discuss, help or advise wherever possible. Regards the Available Car team.

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★☆☆☆☆

“Terrible service”

Written on: 04/03/2017 by 1989McGrath (1 review written)

Certain members of staff unhelpful and lose interest if you don't buy the first car you test drive!! Often don't call you back when you have a query… Read Full Review

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Available Car's Comment

Written on: 14/03/2017

Dear 1989McGrath – We really are disappointed to read such a negative review regarding your recent experience with Available Car Ltd.

Should this be a genuine customer comment, please feel free to contact us directly and ask to speak to a “Showroom Manager” so we can discuss your visit.

We would value the opportunity to deal with your enquiry thoroughly, efficiently and hopefully be able to supply you with an “Available Car” in the near future. Regards the Available Car team.

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★★☆☆☆

“Poor service and rude staff! Cannock branch ”

Written on: 25/02/2017 by Shoddycompany (1 review written)

My 80 year old Father in law purchased a car on 18 th Feb .. salesman told him it had 9 moths mot. He went home and tried to tax the car as he was told he could collect on 23 rd Feb . He found the car had no mot! Rang Cannock and a very rude, sharp , obstructive sales manager told him it was an icersught and would get the mot done in plenty of time for 23 rd collection . On 22nd he was told the car had not been seen too and the collection date was now 27 th or 28th . This was unacceptable as… Read Full Review

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Available Car's Response to Shoddycompany's Review

Written on: 03/03/2017

The General Manager at Cannock was deeply concerned to read this account of your families recent experience and has personally investigated what happened and listened to all the phone call recordings. He has been in contact with both yourself and father in law to offer his apologies, discuss what happened and the points you raised whilst explaining his findings.

Your Father in law purchased a Seat Mi from ourselves on the 18th February. The customer service manager who dealt with the order mistakenly informed him the car had its first MOT 3 years after first registration when in fact we needed to complete its first MOT test prior to its delivery at 4.30pm on 23rd February.

As part of our provenance if a vehicle is due an MOT in less than 6 months, we complete a new MOT prior to delivery. Available Car Cannock employ two full time MOT testers and carry out all its MOT tests on site due to the size of the business. Due to a period of unprecedented demand and growth we had a large volume of cars requiring MOT tests so the car had to be booked for MOT the day prior to collection. The gas analyser used to check vehicles emissions as part of the MOT, developed a fault and the specialist engineer was unable to repair it on the day this car was due to have its MOT. At this point we were advised we would be unable to complete MOT test for several days meaning approximately 25 cars had to have their handovers delayed, whilst other cars were booked in at several local garages for MOT tests.

The customer service manager who originally completed the order with your father in law contacted him to explain what had happened.

On listening to the call your father in law was clearly annoyed and upset at the news as he had arranged to sell his old car to someone else rather than part exchange it and faced the prospect of being without a car. The member of staff did apologise multiple times but we agree that there was perhaps not enough empathy shown or thought to raise the points your father in law raised with a showroom manager.

Soon after we delivered this news, your husband contacted the showroom and our handover manager explained the unforeseen circumstances for delaying the handover and offered our apologies. The frustration and aggravation caused by us delivering this news was clearly apparent, which given the circumstances we understand. We were unable to meet the demands of lending your father in law a car in the meantime. When your husband asked to speak with somebody more senior, the handover manager tried to explain our position and deal with the issue which was appropriate for him to do so. Your husband insisted multiple times that we were wanting to cover each other’s backs but the handover manager did not want to get drawn into an argument. The handover manager finally offered on multiple occasions the name of the General Manager and offered a call back the following day, hoping to placate him, which your husband declined and hung up the phone. The handover manager immediately spoke with the showroom manager to explain your situation and that we needed to try further alternative garages in the morning to try and meet the original agreed 4.30pm delivery on the 23rd February. That evening we were not able to offer the guarantees or promises your husband was wanting.

You contacted our showroom manager later that evening with the suggestion of using a local Halfords for MOT in the morning. Having discussed this call with you subsequently, we agree the call was handled very well. Resorting to contacting more alternative garages in the morning was something the showroom and handover manager had already agreed to do following your husbands call. We did arrange this and the original delivery slot at 4.30pm on 23rd February was met.

We would like to offer our sincere apologies for the stress and annoyance caused during this. Clearly with hindsight and knowing the family circumstances we regret the solution to delivery wasn’t established sooner. Having the benefit of listening back to calls we disagree that the staff involved were rude and they were apologetic. At times they did get a little flustered during conversation and there is always room for improvement. We have taken steps to avoid such a reoccurrence with MOTs in the future. The General Manager has spoken to staff at the local Shell garage who so far have only given positive feedback about the staff.

Once again may we take this opportunity to wish your father in law many miles of trouble free motoring and should any issue arise the General Manager has offered to deal with his vehicle personally and at the minimum of inconvenience to himself.

Regards the Available Car team.

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Happychapynot's reply to Available Car's Comment

Written on: 03/03/2017

I did speak at length to the G.M , who was very understanding of the situation and DID AGREE with me that on listening to the recordings of the telephone calls ,he DID find the way in which we were spoken too and treated unexceptionable! Some call it rude, cocky, or direct as he did and if I could name the handover manager I would as he was totally unable to handle the situation and came over as rude , cocky and obstructive! but at the end of the day your response that the G.M did not find the hand over manager in the wrong is a lie!!! He was obstructive and openly agreed you all cover each other's backs.. as for not wanting to get into an argument... he instigated it by this lack of empathy and total unwillingness to sort out the problem , his attitude fueled the fire, I think he needs re training on how to deal with unhappy customers so that complaints are not made!!
I gave a true account of the poor service received and only hope that along with the many other bad reviews your company have , people take notice. This response does not reflect the honesty and understanding shown to myself or Father in law during our private telephone calls we had with the G.M , who has , in way of apology offered to send some sort of gift to my father in law, and told him that if anything goes wrong with the car within 12 moths he must contact him direct!! He agreed things should have been dealt with in a more professional manner and he had spoken to staff concerned. He has also apologised for the petrol light being on when the car was collected and offered to cover the petrol cost as " it had been noted the tank was low but someone had not done their job correctly and put some petrol in"
The comments made by the neighbouring file station.... I can only tell you what was said to my father in law on filling up ! I can fully understand if the staff spoken too have not divulged what they said as they would fear what could happen to them !
There were points left out of the original review which I felt too small to mention but as this response does not really bare any resemblance to the pleasant conversation , so perhaps I should mention that my father in law was pressured a number of times to buy addition products .(£1500 worth).. paint protection, gap insurance,warranty & parking sensors ( even though the car has them as standard) he had to say NO many times! The car also comes as standard with a sat nav! He was told by the sales man that he might not get it ! When asked why he was told " well you won't use it much will you" he may be 80 but he can work out how to use a sat nav I'm sure!
My husband told the sales man that if it's with the car then we want it!
At this point the very polite young man who took my father in law out on a test drive slept in and told the sales man the sat nav is with the car! I'm pleased to say it was in the car on collection .
For anyone out there thinking of going to buy from here, can I suggest you stand your ground and if anyone becomes slightly obstructive, cocky, rude or pushy .. don't argue just ask for the show room manager or the GM . They don't have the " used car salesman attitude!!
I am sorry this review doesn't truly reflect the findings of the complaint .
We look forward to seeing just what good will gesture / apology surprise my father in law receives....

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Happychapynot's reply to Happychapynot's Comment

Written on: 12/03/2017

Just for any potential customers who have read this review and may be interested... it is now 12 th march and my Father in law has not received anything from Available car . as promised, as an apology for the upset and poor service !

It seems all staff tell you what you want to hear!

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★★☆☆☆

“Quick to sell slow to sort problems out!!”

Written on: 25/02/2017 by Sarah792 (1 review written)

Firstly have brilliant service buying the car no problems the but now they have my money it's a different story!! I have had the car 3 days and there is already a check engine light on well that's not right as it just had a full MOT before I took it, there should be nothing wrong with the car at all!! . So I rang available car based at Leeds and was put through to a woman to then told me there is nothing they can do until Tuesday which I think is quite unacceptable as I say I have had the car 3… Read Full Review

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Available Car's Response to Sarah792's Review

Written on: 03/03/2017

Dear Sarah792

We are very sorry that you experienced a problem with your vehicle so soon after your collection date. We fully appreciate how upsetting and inconvenient it can be when things go wrong and we will always endeavour to try and accommodate customers as soon as possible and provide a courtesy car if one is available.

After further discussions between you and our Showroom Manager you were able to get your vehicle into site on the Saturday you contacted us enabling us to work on your car on the Monday and we were able provide you with a courtesy car on the Saturday as well. Whilst the vehicle was with us the fault was diagnosed as a faulty coil pack and oxygen sensor that requires replacement. Unfortunately this was not evident when the vehicle was inspected, test driven or on day of collection. Had they been present we would have of course attended to them prior to collection. We would like to this opportunity to clarify that the AA did not solve the problem, they code read the vehicle identifying a fault and then cleared that fault code. The yellow warning light did indicate a fault that required attention however as the light was not red it did not represent a danger.

That said, after reviewing the situation we could have done more to put your mind at rest and explain the situation better and for that we would like to offer our apologies.

Kind regards

The Available Car team

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