Terrible experience.

4.5 / 5
91% of users recommend this
  • Value For Money

Guest's review of Solus www.solusarc.co.uk


“Terrible experience. ”

Written on: 27/07/2020

I am highly dissatisfied with the experience I have had with Solus. My car was supposed to be picked up on a morning slot but no driver arrived (this meant I was unable to take my daughter out for the day as we had booked a time slot to go to a National Trust property and therefore missed the time slot). The pick up had been incorrectly entered as an afternoon pickup despite me receiving a confirmation email for a morning slot.
I was contacted to be told that my car was ready and would be delivered back to me the following day and within 10 minutes I was called again to say that it was not ready and they did not know when it would be returned.
When my car was returned to me there were marks on the side of the car that I assumed were polish residue, however the following day when I tried to remove them they appear to be scratches. These scratches are on the new door that Solus fitted. The car had not been cleaned inside when it was returned.
I have found the whole experience of dealing with Solus to be terrible. The customer service and quality control are woeful. I sent pictures of the damage to my car on Saturday morning (25/7) and am awaiting a response.

  • Bolton


  • Value For Money

Solusarc's Comment

Written on: 28/07/2020

Good morning

Thank you for submitting a review, I am sorry about your experience with us. I understand it was human error on placing your booking in the afternoon when morning had been agreed therefore missing your slot with the National Trust.

I'm sorry about the messing about with regards to returning your vehicle. The team are reviewing why it was deemed ready then an additional part was required.

I understand you have heard from the team and they are coming to your home to polish out the marks.

The site are reviewing your whole experience to learn from your experience to prevent this happening again.

Many thanks
Solus Customer Care

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