Absolutely awful service. I don't know where to begin.
Two weeks ago me and my partner purchased a used 2016 KIA Sportage from this garage. We went for the KIA due to it having 4 years manufacturer warranty remaining. We were told the car had Full Service History (which is needed for the KIA warranty to be valid). We paid for the car, a protective paint coating and a 2 year service package. On Sunday 13th October, when looking through the cars manuals and paperwork, we noticed the service book didn't have any service stamps from 2017 (inspection) and 2018 (major service). We went back to the garage to query this and was assured it would just be a clerical error and to phone KIA who would have the details. We did this and they told us they had no service records other than one from 2019. We went back to the garage on the Monday and still had no joy. We received a phone call Tuesday and was told by the original salesperson that they would sort it and get back to us. One week had gone by and we still hadn't heard anything. My partner phoned the garage and was told nobody was available to assist and she would get a phone call back. An hour later and still no phone call, so she phoned back and still everybody was too busy. At this point, it was becoming clear that nobody cared as Arnold Clark now had our money. My partner made a final attempt and requested to speak to a manger, which she was told they were all busy. My son then phoned Arnold Clark customer services who reassured him that there was nothing to worry about and everything would get sorted. He was advised to get my partner to phone back the garage and let them know you are about to escalate it to Customer Services, which will prompt a manager to phone her back. My partner received a call from a manager called Garrett. Due to the stress caused by this situation, my partner passed the phone to my son so he could speak on our behalf. Garrett very rudely asked my son "whats your problem?", which he responded very calmly and explained all of the above. Garrett kept cutting him off and talking over him repeatedly saying "But your mum didn't buy the car, but your mum didn't buy the car". My son then said he was going to terminate the call and escalate the complaint to customers service. Garrett then threatened my son, saying "if you escalate this to head office, he will slow down the whole process making it difficult". My son was shocked and came off the phone very concerned. We then escalated the complaint with customer services. This was logged immediately and shortly after the dealership phoned us full of apologies and tried offering us a 2 year Arnold Clark warranty instead of the KIA one. This was refused. It was made clear to Arnold Clark that they had mis-sold the vehicle and a refund or suitable, like for like replacement is found. It was also requested, in light of the poor customer service from the manager and the fact the vehicle was mis-sold, the service plan is refunded but still honored. Arnold Clark refused this request but did find a similar replacement (had slightly higher miles and was a different colour). Several phone calls and 3 managers later me and my partner have lost faith with Arnold Clark's ability to resolve the issue and requested the vehicle is returned and a full refund is given, not only for the car, but for the service plan and protective layer. We have spoken to our solicitor (free 30 minutes consultation) and to Consumer Rights which have also advised us to request the refund, due to the car being mis-sold. Customer Services are now refusing to deal with the refund and have told us we need to speak to the General Manager (Kenneth) - however he has failed to phone us back and isn't available for us to talk to. Poor customer service. This whole fiasco has taken the joy out of us getting a new car and now Arnold Clark have our money and we are left with a car which invalid/void warranty.
!!!!AVOID ARNOLD CLARK at all costs!!!!
This won't be the end of this and we will be taking it further. read more
