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Written on: 20/07/2020 by rebeccashuttleworth (1 review written)

To cut a long story short. Motorpoint think it is acceptable to do illegal activity! They think it is acceptable to sell cars with problems and will not fix them. You'd think you would be able to go to the customer care team to get something like this resolved but they do not seem to care.

My first big problem with Motorpoint:
I traded in my vehicle with them on the 9th of June and due to covid-19, all documents were done prior to this via email & telephone calls.

Throughout the sales process, I had to constantly get in touch with them as they had added cost and imputed incorrect information. I accepted for them to apply for a finance of £3000 with Black Horse and at the time, the online advisor had asked if I was not accepted by them, would I be happy for alternative checks through other finance companies, I declined as I did not want this impact on my credit file.

All the information I have been given through email and all the phone calls I have had have stated that my credit agreement was accepted with Black Horse. The day after I get the vehicle, my partner receives a text with a reference number to a finance agreement with Motonovo!!

Firstly, they have done a hard credit check through a finance company that I did not give my permission to! Secondly, my personal details are being sent to a 'not so serious' boyfriend.

I have been asking for this to be resolved and the customer care team are not taking any responsibility and are not solving this!

My second problem with Motorpoint:
When I first contacted them to make my first complaint, I told them about all the paintwork, scuffs and ripped threading on the seats that I had found once I had cleaned it.

They did not valet the car which I personally think ruins the experience of you buying a new car regardless of having any other issues.

They said they would send me to Burnley Motorpoint for an inspection. Once at the inspection, I was really happy with the repairs they said they would do and I was excited to get it booked and resolved.

I then received emails that had completely ignored everything that was discussed at the inspection which I raised my concerns straight away.

When I took my car in to the workshop, I was told it would take a day and a half and that they would contact me when its ready. On the 3rd day, I had to contact them as I had heard nothing. I was told it was ready.

I went to inspect my vehicle and instantly I notice that most of the repairs had not been touched! The customer care manager was adamant that they had done everything. I attempted to show her some of the work that had been missed and her only response was "All the repairs have been done to the workshops best ability and that I think you should contact the head of customer care as there is no more we will do". As you can imagine how frustrated I am with this response as they had completely wasted my time and it was costing me money travelling back and forth there.

I was back in touch with the head of customer care and explained everything.

I am 6 weeks into this complaint and I have still not been correctly acknowledged. I have been told that I have until Friday the 24th to either give them the car back and pick an alternative or get my money back. If I don't do any of these, they are no longer going to deal with this complaint! They take over 6 weeks to make no progress and then threaten a short period of time to make a decision or they'll do nothing!

They are leaving me in a position that is not suitable for me. They are not offering a good vehicle in replacement of the one I have bought or a like for like of the vehicle I traded in.

If they refunded me, it would mean I would be left without a vehicle for a period of time. If I was to sell my old vehicle privately, I would of got more money for it. I did not choose that option as I did not want to be left without a vehicle.

I wish I never went to Motorpoint. I do not recommend. Save yourself the hassle and go to a better car company!

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