Imperial Cars Southampton

So after buying my car in April,the alarm is playing up.

It has got a gold warranty on it.

Which your overzealous salesman would not take no for an answer.

And I did say I did not want the warranty 3 times,he however told me if I had any trouble with the car it would be covered in this warranty.

He guaranteed it.

Now there is a fault and I have this £1500 warranty which the warranty company has basically told me that I have to pay for the diagnostic and that imperial ha e put a £40 cap on the labour charge.

I don't know any garage that charges £40 an hour.

And that is if the warranty company even agree to process the claim

I have zero faith in the warranty company and feel like I have been mis sold a £1500 warranty that I did not want in the first place.

I have emailed your CS and imperial basically said its between me and the warranty company.

So this all singing all dancing fix anything warranty that your sales rep in Southampton could be the most expensive piece of toilet paper I have ever owned.

If the warranty company won't process my claim then the fos will step in against imperial Southampton and the warranty company I had been forced basically into buying.

Imperial car supermarket Portsmouth - Do not believe a word any of there salesman tell you.Very dishonest high pressure sales techniques.

Deposit was taken on debit card befor any finance was arranged, after hours of listening to high pressure sales pitches also ended up purchasing a 3 year parts warrenty, they advised we had to return the following day to collect the car as we had to wait untill the finance went back the following day, had to listen to more high pressure sales techniques this time form a 'hand over manager' wanting to incraese the parts warrenty from up to £1000 ( not told this the day befor) to the value of the car and buy a further CAT and EPF warrenty. Service manual aws missing from the car, despite being told taht the car had a full service history, only given a print out with just 2 services on it not sure if genuine didi not include first service or the lats service the garage claim to have done. Advised car had been serviced and the record would be posted to us, but to buy a new service book on Ebay ??? When asked if the car could be service by the local guy I use without invalidateding the warrenty the so called handling manager advised it could be, and that we only needed to keep the reciepts to prove it had been serviced, subsequent scrutiny of the small print proved this to be false.

Happy with the car, although the rear speakers do not work, with regards to the warrenty, we have emailed asking for a refund no repsonse as yet, unlikly we will get one, as the cost of the warrently was added to the finanace loan,another point we were not made aware of untill we had already parted with our deposit.

The following is a chain of emails exchanged between ICS and me:

Sent: 09 February 2014 12:41

To: Customer Care

Subject: Customer Complaint for the attention of Company Director

Dear Sir/Madam,

You may have seen my original email, which contained the following letter that I sent to this email address on 29 January;

Dear Sir/Madam,

I wish to formally complain on the lack of professional service I have received from the Fleet ICS dealership.

Both my wife and I viewed 5 cars in the Fleet branch on Saturday 11 Jan and both fell in love with a Mazda 6, VRN FE60AOJ. We opted to have the car ceramic coated but noted that the car had slight damage under the rear left tail light and that the steering creaked when driving at low speed and steering from lock to lock. I asked for these to be rectified prior to the ceramic coat being applied as I would not buy the car with the steering in that condition. I was told that I could collect the car on Saturday 18 Jan at 1 PM (the original collection date was 16th). I opened a car insurance policy which started on 18 Jan.

At 10:30 on the 18th I was called and advised that a lack of communication had resulted in the valet power washing the painted area which required the car to go back to be resprayed. I was advised that I could collect the car on Wednesday 22nd at 6PM. As the car had no tax on it I asked for 6 months tax to be put on the car (at company expense) as slight compensation that I had been inconvenienced. This was agreed to. I emailed the car insurance policy through to the fleet branch.

I arrived on 22nd to find that the steering still had the same problem. I was advised that a lack of communication (again) had resulted in the person who took the car to the garage stating that there was something wrong with the gearbox (obviously no fault found). I was asked to allow your company to put the car back into the garage and I would be advised of when I could collect the car. I was advised the following day that I could collect the car on Friday 24th as the fault was the vehicle battery (highly unlikely as the car had no problem starting, but I thought I would give them the benefit of the doubt). (I am a vehicle electrician and vehicle mechanic by the way). I arrived on Friday to find the fault still there. Clearly no one had even bothered to check to see if the fault had been fixed.

Throughout my time dealing with your company, I have not been impressed with the level of customer service I have received. With exception of the rep, (name removed), who sold me the car, almost every promise of an answer or a call in a given timeframe has resulted in failure. I have been told that someone will call me in two minutes and I called them 3 hours later as I had received no response. I have been told to expect a call in ten minutes and I called back 7 hours later as, again, I had received no response. This has been a consistent trend. I did get a call update from (name removed) to say that the battery had been fitted but he would like to check the car before I drove there to collect it. I welcomed the call, but not the realisation that the car had not been checked when I arrived to pick it up. Almost every promise I have been given (with exception of the car tax) has not been met.

I was promised a call on 25th from a manager in the Fleet branch by lunchtime as he would personally deal with this issue. At 1:10PM I called as I had received no contact; yet another false promise.

I looked at your website and saw that you have another car, almost exactly the same but with lower mileage, in your Swanwick branch. I made enquiries into this car and the rep offered to transport the car to Fleet for me to look at. We arranged for me to see the car in Fleet at 4PM. The Fleet branch called to confirm but stated that as the rep had just left, and considering traffic, could I view the car at 4:30PM. I agree. I left at half three (I was driving). I received a voicemail from the Fleet branch (I was 9 minutes away from the Fleet branch) informing me that someone had put a deposit on that car. I was surprised that someone had left to collect the car (so both sites were aware that the car was going to be moved) and yet it was still shown to other people. To say I was fuming is a complete understatement.

On Sunday 25th, and being the cynic I am, I asked a friend to call and enquire on the Swanwick car. I was told it was it was available to view. On further questions the rep checked further and then confirmed that someone had put a deposit on the car. Note this is the day after the deposit was paid. However the rep stated that there was another higher spec car in the Fleet branch for sale at £8948 - my car!!! I had paid a deposit two weeks ago. How can this car still be for sale.

On Monday 27th (name removed) called to confirm that the fault with the car is related to the steering rack. He gave me the option to purchase the car and at my convenience put the car in for repair and your company would pay the bill. I opted for your company to repair the car prior to me purchasing it. I asked (name removed) if an original part would be put on the car and he said yes.(name removed) then advised that he would call me back on 28th to confirm when I could collect the car (taking into account the time required to order, receive and fit the new steering rack).

(name removed) called on 28th (as promised) to inform me that the car would cost in excess of £2000 to repair. Due to this the company was withdrawing the car from sale.

The only quality service I have received is from (name removed) . (name removed) has understood my problem and has been empathic towards my situation. He has done everything he can to convince me not to walk away. He has also called when he has said he would and has taken my interests at heart. I consider him to be a valuable member of your team.

Overall, the excitement of buying a replacement car was taken away and, frankly, the level of (or lack of) overall service has left a very nasty taste in my mouth. What is worse for me is the fuel used (and time wasted) to drive 240 miles (in multiple wasted journeys) for no reason and the £33 cancellation fee I have had to pay for the car insurance I now do not need. I have receipts available for your viewing if you require to see them.

Right now I am sad that I do not have my car, disappointed with the level of customer service and angry that your company has consistently failed to deliver what has been promised. I would greatly appreciate a call from a senior manager to discuss what you can do, in the form of some financial compensation, and through a gesture of goodwill, to recompense me for the expense and trouble I have been put through, to not now have the car because of a fault which, arguably, should have been picked up on the RAC inspection. I very much look forward to hearing from you at your earliest convenience. My order number was 506800/18582.

Thank you

(name removed)

A very unhappy customer

I did receive a voice message from (name removed) informing me that he was going to make some enquiries and call me back on the Friday. Sadly, he did not call. What was also disappointing was that he did not leave a phone number for me to call him back.

Following the incident in Fleet I continued to look for a replacement car and saw a Ford Mondeo Titanium X in your Swanwick branch. I had the opinion, at that time, that the service I received from the fleet branch was a one off, or only happened because of the staff in that branch. How wrong can a man be?

I visited the Swanwick branch on 1 February, which happened to coincide with your big open day. I asked to speak to (name removed) as he was in the building but was told that he was busy with the press (due to the opening day): which I understood. I asked to view a Mondeo and was happy with the car, with exception of the stone chip damage on the bonnet and front bumper. I did the deal and paid my deposit.

I could write another three paragraphs of details but will not bore you them. Suffice to say that both your company and I came to a mutual agreement on price; having negotiated my wish for the bonnet and bumper to be repaired and a second car key to be provided. I was advised that I would be called to be informed when to pick up the car; with initial planning to be on Wednesday 4 February.

I got home to realise that the salesman had not written that the bumper needed to be repaired (only the bonnet had been noted) so I called and asked for this to be done. This was acknowledged. I called on Tuesday and asked if 6 months tax could be put on the car (and added to the bill) as I would probably be picking up the car in the evening. This was agreed by (name removed), one of the managers. On Tuesday 3rd February (name removed) called to advise me that the car had been repaired and the second key was available. (name removed) added that the car would be taxed and F1'd on Wednesday and I could collect it Wednesday PM. I told (name removed) that I would arrive between 5:45 and 6:00.

At 5:45 on 6th February I arrived to collect the car. I was introduced to (name removed), who advised me that he was not expecting me. He also advised me that the car had not been taxed as I had asked. Apologising, (name removed) offered to deliver the car to me the following day, I declined as I would not pass my card details over the phone, and would not pay until I had received the car. (name removed) offered to pay my out of pocket expenses as I had to drive back to Andover and return the following day. However, having looked at the car I found that the stone chips to the bonnet and front bumper had not been repaired and at that point I decided not to continue to deal with a company that simply does not deliver what it promises.

To be messed around during one transaction can be considered as a one-off, but for this to happen twice (at two different sites) is, simply, unforgivable. Throughout both of these instances I have been put out of pocket. I have paid out for fuel to drive to both sites multiple times and have cancelled car insurance (twice); all totalling £118. (Please note that the £33 insurance cancellation charge actually transpired to be £43 when I received the cancellation notice). My family has also been affected. My daughter’s partner has had to drive me multiple times to and from sites. My wife has had the excitement of receiving a car taken away multiple times (as have I). I would like to know what you will do to compensate me for my out of pocket expenses and inconvenience to my whole family due to the thoroughly poor and inefficient service given to me by staff whose sole interest appears to be making sales, whose communication skills appear to be non-existent, and whose customer service skills leave a lot to be desired.

I am that disgusted with the way I have been treated that I am very tempted to share my experience on line through multiple social media and car forum sites. However, I thought that I would allow you 14 days to respond to this email prior to me making my final decision.

I look forward to your response.

Yours faithfully

(name removed)

REPLY FROM IMPERIAL CARS

Dear (name removed)

I am sorry to learn of your experience whilst attempting to purchase a vehicle through us, it would appear that we have to some degree let you down and have not delivered our normal high levels of customer satisfaction.

I did indeed leave you a message explaining that I would look in to your original concerns and I did just that speaking to the Fleet manager the very next day who explained that the vehicle had a level of noise coming from the steering however it had been checked internally within our preparation department and had been found to be within reasonable tolerance and therefore we would not replace parts pertaining to this noise. The Fleet manager did tell me that it was his intention to call you to discuss this with you. I apologise if this did not happen and can once again assure you that this is not how we normally do business.

I was indeed at our open day however it is correct that I was extremely busy that day not only with our opening day but also closing our month end off and various salary related issues that accompany that.

With regards to being told that vehicles were sold whilst you were ether due to visit or were on your way we do in fact sell the majority of our stock very quickly due to our aggressive pricing policy and we unfortunately due to this fact operate a first come first serve basis.

Having said all of this I have to accept that we could have and should have offered you a better service than this and have to admit that we have perhaps failed on this occasion to deliver a high standard of customer satisfaction.

In lieu of this I would like the opportunity to perhaps look after you myself, if you would like to contact me to discuss this I can be reached via this email address and would be happy to deal directly with you myself and would hold off sale any vehicle you might like to come and view and will guarantee you a favourable transaction. Furthermore I will ensure that a manager only looks after you to ensure the highest level of customer care is achieved.

Once again please accept my apologies and do not hesitate to contact me to discuss this matter further.

(name removed)

MY RESPONSE TO IMPERIAL CAR SUPERMARKETS

Dear (name removed),

Thank you for the very prompt response to my email.

Sadly, you seem to have ignored the issue of compensating me for the financial impact of being let down multiple times by two Imperial Car Sales sites. I also think that " it would appear that we have to 'some degree' let you down" is quite a weak apology and did not even mention or acknowledge your own failure to call me back. Instead you want me to come back for a third time! In your shoes I would have thought that if you had let someone down badly three times, the priority would be to minimise the damage and make a good will payment to cover expenses. In all honesty (name removed) , your response is almost laughable! Do you honestly expect me to return to a company that has treated me in the way your company has?

Your offer to deal with me directly, with only a manager giving me the highest level of service is simply too late. I visited a number of sites this weekend and have bought a car from a company that delivered the service I expected, did not quibble about rectifying some minor items that need rectifying, have reduced the price by £500 and have thrown in a full dealer service and new MOT: all with a guaranteed collection date, and six months warranty.

Overall I feel let down by your company. Suffice to say my feet will never cross the threshold of an Imperial Car Supermarket again.

Yours sincerely

(name removed)

Make up your own mind!

In over 25 years of being a car owner this is without a doubt the worst car buying experience I have ever had. They really do pressure you into a buying a warranty that you don't want or need and offer absolutely no flexibility whatsoever if you want to change your mind. The car wasn't even provided with an MOT and was told by their "experienced" finance manager that I didn't actually need one....really????

The car I bought had to go into their service centre to get a fault fixed. They provided me with a courtesy car that they charge you £10 a day plus VAT for "insurance tax", that is the first time I have ever been charged for a courtesy car, even main dealers have never done that to me. I asked for a breakdown of the work they did and was told I would get it in the post in a week. Nearly a month later I'm still waiting for it. They never ring you back and I was frequently cut off whilst on hold.

The whole experience has been a very unpleasant one and I would not recommend this company to my worst enemy!

Bought a new car and traded in my Corsa. The salesman wasn't overly pushy at this stage, and we test drove the vehicle with no problems and were left to sit in the car, check everything over with no time or pressure applied. When we came to part exchange our car was when it became a big waste of time and effort, with the salesman (I'm sure) pretending he didn't have the ability to sign off/negotiate the costs. Instead he kept scurrying off to the boss to try to negotiate the deal with him on our behalf. It was like a boring game of Deal or No Deal with the salesman as Noel Edmonds and the boss as the banker. We felt we were dealing with the wrong person and would have saved hours just talking direct to the boss or cutting through the nonsense. We then had to pay in two parts for the car - why? We then endured another sales pitch for warranty, in which thankfully the gentleman involved soon picked up that we'd had quite enough and just wanted to drive away with our new car. All in all it was a positive experience as we did buy the car, but it sure was long, drawn out and with a lot of nonsensical time wasting to try to get us to reduce the cost of our trade in. Time spent was just over 3 hours. Yawn! Speed it up guys and make the process less convoluted please.

I don't normally do these feedback reports but I have to say that the team at Imperial really impressed me!

We wanted a particular car - Mazda 5 - and saw it advertised online and within an hour of going to the showroom I was driving away a great new car. Perfect.

The salesman who took me for a spin then agreed a fair part-ex price on my car - no pushy pitch or pressure to buy just facts about the car including the RAC report and service history.

Once I'd committed to buy I met another person who whipped through the paperwork and was superb from start to finish - he talked me through warranty and finance options - and I took 3 year cover at an excellent price.

Finally, a shout out to Jill who looks after post-sale service as she helped us sort a minor issue with a cheery smile!

Well done Imperial Southampton - look forward to seeing you again when we need our next car!

Steer well clear especially if you are female... Popped in on the off chance whilst passing. The salesmen literally flock to you, they are ever so pushy... I stated the car I wanted which they didn't have so they tried to convince me to buy something else... I explained I had wanted the car for over a year and had done a lot of research this didn't stop them trying over and over and over to change my mind... Showing me cars I had no intrest in at all. Eventually I managed to leave after trying to several times and I felt relived when I got back into my car... I wish I had never gone in there, It put me off looking for cars alone.

deceitful lying sales reps

DONT BELIEVE THEM WHEN YOUR TOLD ITS LEGAL TO DRIVE YOUR NEW CAR WITHOUT TAX!!!!!! ITS NOT!!!!!!!!!!

Asked for a few minor defects to be repaired prior to collection NOT DONE!!!!!!!!!!!!!

Was assured by sales manager that it would have more than vapours in the fuel tank THIS DIDNT HAPPEN!!!!!!!!!!!!!!

WASTED HOURS LISTENING TO SALES PITCH TO SELL WARRENTY IF THEY HAS JUST ASKED THEY WOULD HAVE KNOWN I DIDNT HAVE ANY MONEY LEFT!!!!!!!!!!!!!!!

The staff were friendly and helpful from the moment I entered the forecourt. There was no hard sell and I was allowed to inspect all the vehicles on my own with any queries being quickly dealt with by staff members. After choosing the car I wanted the test drive was organised quickly. The whole process from choosing to purchasing was handled swiftly and professionally. I will be back for my next car.

Having bought my new car from imperial I did not hesitate to buy my partners the following month the team at Southampton were fantastic very helpful both cars were in great condition and great value for money I would recommend any body to buy from them and even stick my neck I would not buy from anybody else thanks