I really wanted to be able to give a positive review, as the car I bought, a VW Touareg, is, generally speaking, a great car, but feedback is on the service received.I agreed to buy the car on Ebay, sight unseen, at the full price, which was at the top of the value for such a car, due to the low mileage. The dealer information about multi award winning service gave me some comfort. Living a 90 min drive away, I took a chance.On the day, I took a train from home, just over two hours journey and was picked up from the station. Nice young man and a good start.Got to the dealership and I got a little worried. All a bit untidy and the office cramped and very scruffy, as were some of the sales staff.Looking around the car, it was outwardly clean, but was only ‘skin deep’. All door shuts were dirty, as were the internal storage areas of the car. I have had a £300 valet to get the car to how it should be.All four wheels were scuffed. All now as they should be, £320 later.The car also had a drivers door key cover which was not the right one for the car. I have subsequently found out it is for a Golf. I am still waiting for the right cover. If it does not arrive by post as promised, that is another £90 cost.I wanted to pay for the car half bank transfer, half credit card. The credit card seemed to be an issue, but after consultation was told ok, if I paid the 2.5% charge. I bit the bullet.Once I had paid for the car, I was given the paperwork, the AA cover information, warranty company booklet, on which I was tried to be upsold. I declined due to the low maximum pay out levels at either standard or higher level of cover. I was told someone would call me the following day to confirm my choice and the cover docs would follow. They didn’t and I had to subsequently chase them. Also in the ‘folder’ I was given was one key. I queried this and was told there was only one key. Again, I swallowed the fact at the time.Also not included was any vehicle registration document. I queried this and was told there was none, but one would be applied for. Worryingly, after a few weeks now I still haven’t got the car registered in my name.The last correspondence I have had with Browns was over the fact there was only one key. They said they would pay for a second key, but wanted me to do the three hour round trip. Initially I said I would do the journey and gave them dates I could do it. When chased, as they had not replied, they said I would have to potentially leave the car with them for the whole day. What would I do all day, so far away from home without a car?They said the key would cost them ‘£200 ‘ish’. Going to a VW dealer would cost over £600. I suggested a compromise. They refund me the £200 it would cost them to get a second key and I would bite the bullet, again, and pay the extra. Simple solution for both parties. They declined.Such a shame that sensible mutually agreeable solutions could be made, but Browns have declined, hence my potentially positive feedback has turned into negative.
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