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  • Customer service

  • Value For Money

daknightuk's review of Arnold Clark, Oldbury, West Midlands



Written on: 16/04/2022 by daknightuk (4 reviews written)

I’ve worked in a customer service delivery environment for over 20 years and understand the importance in good customer service; so I feel I’m in a good position to comment/feedback others. I’ve bought a number of used cars in the past before and appreciate that cars sometimes come with faults or develop soon after purchase – it’s how the cookie crumbles, so to speak.

I purchased a car in August 2019 from Arnold Clark– this was biggest mistake of my life! Not only was the vehicle not fit for purpose but I also encountered some of the most abysmal customer service ever! It has taken me 12 MONTHS to get the car to a point where it is safe to drive with no flashing warning lights…

The vehicle was loaded with a catalogue of issues, including:

• Arnold Clark did not carry out the FULL Service as per the manufacturer recommendations for over 40k miles.
• Purposely not disclosing the vehicle’s history to me.
• I faced significant delays in getting the car booked back in every time I had issues. I cannot help but think that they really lack experience in handling the brand of vehicle and their problems.
• The Service Advisor advised he had rescheduled my MOT for which I paid for in advance didn’t actually book my MOT in at all - I had to pay for it myself elsewhere.

The above has compounded the issues which the car probably attained during its life as a “rental vehicle” which consequently meant that I had nothing but problems with this car. The car has had to have a whole host of parts replaced, including:

1. Fan belt
2. Battery
3. EGR Valve
4. Turbo
5. Carbon Clean

Had I not bought a 3rd Party Warranty and been able to get the manufacturer to contribute upfront towards the repairs would have exceeded 50% of the sale price of the car!

I later discovered, by finding a “rental agreement” in the boot of the car, Arnold Clark had bought the vehicle from British Car Auctions of Peterborough which came from Hertz Car Rentals fleet in 2015. For anyone who has worked in the car rental industry or driven a lease car knows they are mistreated and often driven aggressively – at the end of the day, why should they, it’s not their car.

The one positive comment I have, and it is only the one, the Customer Service Advisor, had been very helpful over the last year. Given that I had third party evidence that Arnold Clark had failed in its duty and responsibilities in selling a used vehicle and I did eventually get reimbursed for some of my costs.

I would never purchase a vehicle from Arnold Clark as this experience has made me rethink the whole process and in future will only buy from a dealer who specialises in the brand of car I want.

***Avoid Arnold Clark like the plague/Covid-19!***

  • Customer service

  • Value For Money

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Celtictom1965's Response to daknightuk's Review

Written on: 25/05/2022

Good on you I worked there and the whole place from top to bottom are corrupt

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