AVOID AVOID AVOID

UPDATE - still having problems associated with motorpoint. AVOID AT ALL COSTS.

Purchased my car at the beginning of December during lockdown, so everything was done over the phone. Motorpoint seemed to lose interest in giving any help or support as soon as the sale had gone through. Emails ignored and ended up calling customer service for support, minutes before my car was due to be delivered. The car was delivered to my house - dark and cold but still had to stand outside while the delivery driver made several calls to try and get someone in the office to apparently just push a button to confirm everything had gone through. 20 minutes later it was finally sorted.

The next day I noticed how stiff and clunky the handbrake was to pull up. A few days later I parked in a space on a slight hill and my car rolled back and hit the curb. I thought I must have just not pulled the lever up high enough. Then my partner drove the car and said there was definitely something wrong with the handbrake so I called motorpoint and they booked me in for the the following Monday, which was 2 weeks after the car was first delivered to me. According to the checklist, the handbrake had been tested shortly before the car was delivered to me.
They said I would have to go to the Derby branch as that is where my car was delivered from. I had to put in one of my last days of annual leave as they could only get me in at 12 and it was a 60 mile round trip.

At the branch, an ‘expert’ took the car and came back to me shortly afterwards saying he had parked it on a hill and it was fine. I asked if it felt normal to him and he said no but he drives a Ford so doesn’t really know. Before visiting motorpoint, we also read online that there had been a recall on my car’s handbrake. When I asked if they knew anything about this, they said the letter must have gone back to the previous owner and I need to check with Volkswagen. I was sent away disappointed and relatively upset with how nobody seemed interested in helping me. I felt like I couldn’t trust motorpoint, how could they sell a car that has a possible recall and not even know about it? Surely this is something that is checked? Why was I as a customer left to waste time making calls, sitting on hold, constantly relaying the same information over and over again when the problem was not caused by myself, but no one at motorpoint could be bothered to look into this for me.

I called Volkswagen and they confirmed the work had previously been done on the car to rectify the recall. I called motorpoint back and asked what I could do next as there was obviously something wrong. They told me to go back to Volkswagen. I booked in for a diagnostic test with Volkswagen shortly after Christmas, using yet another day off, and they confirmed the car needed a new handbrake cable. They had to order this part in, so I had to return on another day for work to be completed. Why should I be going to such trouble and inconvenience when motorpoint should have sorted all of this?

I am absolutely disgusted that I have had the car just over a month and have spent all my time chasing up what’s wrong with the car when someone from motorpoint supposedly checked it prior to me receiving it. I paid for extended warranty so was hoping for a stress-free sale, from a supposedly reputable dealer who claims to do extensive checks on the vehicle before selling it. Motorpoint have shown absolutely no interest in my case and have allowed me to drive a potentially dangerous vehicle. I would never go back to motorpoint in the future to purchase a car and I would not recommend them either.

UPDATE: July 2021 - I thought my aircon needed regassing but this wasn’t on my list of priorities to sort/pay out for so when I could afford to, I booked in at Volkswagen to have the aircon cleaned/regassed etc at a cost of £99. They called me at work to inform me that my aircon wire had been physically CUT. They advised that motorpoint had done this when they did the ‘checks’ prior to receiving the car, and that there is no possibility of it being done accidentally.

Volkswagen charged me £60 for this diagnostic, and then sent an invoice for £147.82 for the wire to be replaced. When this work has been completed, I would then have to pay the £99 fee for the regas/clean Etc. I emailed motorpoint about this on 8th July and they informed me they could only cover half of the bill. This is upsetting seen as though none of this was my own fault. But here I am yet again paying out for motorpoints mistakes and shoddy work.

We are now a month down the line, and after countless emails chasing up the money they promised me, I am now being ignored. I informed them I had booked in for the work to be done, so really needed their contribution or I wouldn’t be able to afford it, but they didn’t acknowledge this so I had to cancel the appointment and the work still hasn’t been completed.