Arnold Clark www.arnoldclark.com

Terrible Experience

I recently purchased a car from Arnold Clark, and on the drive home, it was immediately clear that there was a fault. The next day, they picked up the car to investigate and later claimed to have fixed it. However, given the nature of the fault, I had no confidence in putting myself or my young daughter back in the car.

Despite my clear concerns, Arnold Clark has refused to honor my right to reject the vehicle under the Consumer Rights Act 2015. As a result, I am now without a car and out of thousands of pounds. Their handling of the situation has been appalling.

I would strongly advise against buying from this dealership. If anything goes wrong, don't expect fair treatment or accountability. Avoid at all costs!

First Off This Can All Be Verifies With Emails and Lack Of CCTV Supplied .

False allegations and only one camera working ? You decide

Broxburn branch West Lothian.

Went to above branch to see a Service Adviser regarding broken air vent clip , rather than sending loads of pics , where she stated " It has been snapped off " . I was there roughly 15 to 20 mins then left . Over the next couple of days I had emailed her asking her to clarify what she meant by " snapped off " but never received a reply buy what I did get was an email from Customer Srrvices with a false allegation that when I was there I was " Loud and Aggressive " . I puy in Subject Access Request for cctv footage as there was a camera directly above Service Advisers desk but was I received was a 4 minute clip of which I eas in roughly for 20 to 30 seconds , which had been edited as the camera that did film me was watching the front door but , for whatever reason , it didn't actually film me walking in the front door and it didn't film me parking my car which I parked right outside the door where the camera can see so , according to them , out of all the cameras in and around the whole place only one was working , can only come to that conclusion as they claim that was the only camera that filmed me , and fortunately , for them, the one that would have proved the allegations were lies wasn't " working " , again an assumption as there was only one camera that partly filmed me so come to you own conclusion. They are liars and buried the footage that would have proven their lies or only one camera was kinda working because it didn't film me entering their showroom but did show me inside it . I dont believe for one second that only one camera was working and only one camera filmed me .

I was a 3-time customer of Arnold Clark; unfortunately, I will never be one again.

Should you have any major issues following purchase, please beware that their post-sales service is appalling. I lost hours of personal and work time in communication with them and travelling to and from branches, not to mention an undue amount of stress attempting to resolve the situation and in communications with an incompetent workforce.

8 days following purchase, I raised a fault with the vehicle to Arnold Clark. When given the opportunity to find the fault, the Salford branch advised me that the brake discs were pitted and needed replacing, and that this should have been noticed during the pre-sale preparation of the vehicle (a statement which head office have since contradicted).

The brake discs were replaced under the post-purchase warranty; however, they were unable to replicate the fault the vehicle had been booked in for at this time.

The fault recurred and the car was then booked in at the Bolton branch, which was the original purchase site. As I no longer felt safe with the vehicle due to the fault, coupled with what I had been advised regarding the brake discs, I employed my ‘Right to reject’ as per the Consumer Rights Act 2015.

Whilst awaiting confirmation of the fault to proceed with rejection, I asked the branch manager to investigate why the car had been sold with the brake discs in bad condition (which I had previously requested of more junior staff) and requested the return of the wiring for the dashcam which I had had installed, he assured me he would come back to me on these points. Alas, he did not. I sent a follow-up email confirming my intention to reject and raised these points again. They were subsequently ignored, and he then became abrupt and ceased communications.

I then wrote a formal complaint to Arnold Clark’s customer service department. I received a response to only one issue raised, with no actual explanation on this point and no response regarding the rest of my complaint, including the queries relating to the brake discs and wiring.

Following this unsatisfactory response, I requested that my complaint be escalated to a senior manager. Almost a week later, I received a response from a manager, this time responding to multiple points raised, although still missing some. I was advised that my comments regarding the service received from staff would be investigated internally and that I would receive no feedback on this and that this was Arnold Clark’s final response.

Arnold Clark clearly do not care about customer retention or customer satisfaction, if the points raised had been responded to accordingly in the first instance, I may have considered purchasing another car from them in the future, but I certainly will not now.

It is also worth noting that Arnold Clark do not offer any courtesy vehicles suitable for those with limitations due to physical ailments or those with an automatic-only driving licence.

In addition, I would encourage anyone looking to purchase a vehicle from Arnold Clark not to use their ADD500 part exchange promotion and to instead negotiate their part exchange value further. Should there be any reason to reject the vehicle, this value is non-refundable as per the T&Cs. No one expects to have to reject a vehicle; if I had any expectation of this, I would have negotiated myself as I would not have accepted the non-promotional value.

I have now suffered substantial loss due to this experience, losing at least 12 hours of work, paying for the fuel of family and friends and for taxis, the cost of dashcam installation, the cost of changing vehicle insurance and tax for a vehicle I barely used (due to safety concerns and faults being looked into at branch), and the part exchange value, with no way to recoup this.

Overall, I now have an extremely negative view of the Arnold Clark brand and the competence of their customer service department, a loyal customer lost

Failing to refund monies they agreed to. Will never use again. Awful company

poor service when you have to wait nearly 3 months to get a warranty repair and told to go elsewhere if you complain .

Got my car and a 3 years service/MOT package. In year 2 a suspension arm was replaced, in year 3 I was told the same part had snapped, they claimed it was 5 days beyond the warranty period. This is a part I've never had to replace before in all my time driving let alone twice in a year and 5 days. I raised a complaint about this and was initially fobbed off, only after leaving reviews was I contacted, but nothing was done or offered other than an apology and repeated excuses.

I wouldn't go near them again, even if you have a service/MOT package with them you may find yourself better off having them done somewhere else. I wish I had.

i was promised 2 years mot and service on my passat car. I have even have paperwork to prove it. I tried to book my mot service and they said no . I have contacted customer services with little response and a short email saying no. They are good at the sales patter but not good at aftercare and don't deliver their promises.

Well, I bought my ds3 April 2023 and its only January 2024. Since the day I had bought it. All it did was go into limp mode and light flashes saying " engine faulty! I got it home bare in mine I bought the car in Doncaster branch and I live in Hertfordshire. Since April I had a new exhaust in july which i had to fight for as it was sold wirh a hole ( have pic to prove), the engine and oil time belt went I'm September. Since then I complained to my fiance company and they are fighting my battle for arnold clark to pay for repairs. Warranty covers 4066 and my fiance has asked them to pay the rest as the car been faulty since bought only in the last 6 months if that.

I had customer service and the

Doncaster branch back and forth abd won't speak to me. I financially out of pocket as the garage that my car stored at want to charge for storage 600 pounds. It's not their fault because we all waiting Since Oct 2023 for a final say from arnold clark techinal team if pay the repairs. So yes it has not been a easy peasy bought. I have asked for courstey car nothing! I also still have to pay fiance for a car that I'm not using 160 pounds a month! I had to take transport and ask friends to help me get to work and hospitals appointments. So yes I am mighty angry. Who wouldn't be? When you been bummed off and lack of communication. So thanks ArnoldClark for your lack of help and good customer service!!

Purchased a nearly new car from AC a year ago, car lost power on fast lane of motorway on 27/11/23. Rang them only to be told, warranty runs out in 2 days and we can’t fit you in until mid January. Receptionist was curt and kept talking over the top of me, then my calls were ignored. What compounded the issue was not being supplied with owners manual, service history or warranty details. Paying for a car that has been off the road for over two weeks. No courtesy car or any other assistance. I vowed never to deal with AC again after a similar experience back in 1998, but was desperate after my last car was stolen.