Once they have your money they could not care less about you

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gj3ch's review of The Car People www.thecarpeople.co.uk

★☆☆☆☆

“Once they have your money they could not care less...”

Written on: 28/08/2017 by gj3ch (1 review written)

We will never ever return to ANY Car People branches, because of the experience we had at The Sheffield branch, the experience we had following our purchase, and the experience we had when Head Office finally responded to us.
On our first visit to The Car People, Sheffield, We were told that - The Car People may not be the cheapest option around, but you will not receive customer service like this anywhere else. Well, if we paid extra for their 'customer service' we were robbed! Do not be seduced by the plentiful forecourt and swanky showroom .. you WILL pay for these 'extras' and if you have any issues The Car People will make it blatantly clear that they do not care. Once they have your money they could not care less about you.
- We were seen 40 minutes late for our Hand Over appointment, having already arrived 20 minutes early and thus waiting for an hour in total; at no point during our wait did anyone offer us a drink or the option to be seen by another Hand Over Executive, and at no point did our Hand Over Executive acknowledge us; despite being aware we were waiting for him, and despite walking past us (with no other customer present) three times.
- Once we were greeted by our Hand Over Executive we were apologised to in a very dismissive way, and then subjected to awkward and personal (to him) small talk instead of being properly shown the workings of our new car.
- The Manager failed to return my call, despite me making a clear request that he call me back. I thus resorted to emails in order to ensure that he received my messages. During these emails the Manager quickly became rude and was not helpful at all.
- On the evening of the 27th July our car failed to start, so we were forced to use a local taxi company instead. The morning of the 28th an onsite mechanic jump-started our car and took a reading on a voltage meter; the reading was low. Once the car was taken to a local garage it was found to have a 'duff' battery, only reading 39%, the mechanic at the VAT registered garage advised us that anything under a 75% reading is not a suitable battery and should not be used in a vehicle. My wife queried whether this 'duff' battery sold to us in our new car could be an oversight, bearing in mind the 'full' Level 2 service which was stated to have been carried out by yourselves, we were advised that it certainly should have been picked up in a service, and prior to selling on to a customer.
- As soon as the voltage meter reading was taken my wife immediately called The Car People to find out how we go about having an official diagnostic, and any necessary works, at a local VAT registered garage under the Warranty from The Car People - this is when we discovered that, unless you take out the extended warranty, the car usually has to be returned to the branch it was bought from. At our initial visit to The Car People we queried with them the 3 month warranty included in the price of the car, they advised us we would not have to return to Sheffield and that we could take the car to any VAT registered garage we were very clear in querying the warranty INCLUDED in the price of the car, and we were at NO point confused with the different warranty options; even going so far as to repeat back to them what we had heard, understandably so, as the distance from where we live to Sheffield is so great, and they agreed this was the case.
- On the day of the 28th July my wife called to speak to Customer Service a second time (as arranged) but was told the person we spoke to was unavailable, at this point she thought it pertinent to speak to the manager as he was fully aware of all our previous issues, but he was also unavailable. My wife asked (very clearly - I was present during the phone call) that customer service return her call, and the Manager also return her call, Customer Service returned her call within 30 minutes, the Manager failed to respond.
- On the 1st August I received an email from The Manager which was clearly sent to me in error .. I will quote it here: '{.. Head Office Name ..}, I don’t often say this but I think we offer this woman her money back! {.. Manager's Name ..}.'. I responded to this email so he was made aware of his error, and asked not to be referred to as 'this woman', he responded with no apology at all, and the offer for us to return our car for a full refund; a ridiculous and impractical 'resolution' to our issues - one that does not help us at all but inconveniences us further, and rather helps The Car People by getting us to go away!

  • Customer service

  • Value For Money

Adampeacock's Response to gj3ch's Review

Written on: 07/10/2017

They've sold me a car with a shady service history and told me four different service histories. I've waited three days for some sort of response.... nothing.

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