I am absolutely appalled by the service I received from this dealership. I purchased a vehicle from them on 27 August 2024, and by 21 October 2024, a fault with the braking system appeared. I immediately contacted the dealership on 22 October, notifying them of the issue and requesting repair services and a replacement vehicle. However, the dealership insisted that I bring the car in myself, even though the car was unsafe to drive and would take over 30 minutes to get to their location. When I requested a courtesy car, they refused, claiming their cars had no tax or insurance.Stellantis&You Walton confirmed that the car was undriveable, and that it should never have been sold in its faulty condition. They also informed me that it was the dealership's responsibility to cover the repair and provide a courtesy car, as I had purchased a damaged vehicle. Instead of taking responsibility, the dealership told me they couldn’t provide a courtesy car, and when I rented one, they claimed I had done so without authorization and refused to cover the costs. They even suggested that if I had brought the car to them earlier, I could have saved on the rental car cost, which is completely irrelevant since the car was unsafe to drive.The repair process was another nightmare. Despite being told that the car would be fixed within a few days, the dealership failed to collect the vehicle on the agreed date of 14 November, and instead picked it up on 16 November. After a week of delays, they claimed the car would be ready by 23 or 24 November, but on 23 November, they told me it still wasn’t ready due to additional issues with the electrical system. When I called on 25 November, I was told the car still wasn’t ready because a part was missing from the braking system, and it would be ready by 28 or 29 November. I was then informed that I could not have the car delivered and would need to collect it myself.Finally, on 28 November, I was able to collect the car, but by that time, I had been left with no choice but to pay over £1700, including £1400 for the rental car and £348 for the diagnostic fees. The dealership refused to take responsibility for any of these costs, despite selling me a defective vehicle that required these additional expenses. Their refusal to provide a courtesy car and their constant delay in repairing the car were a clear indication of their disregard for basic consumer rights.This dealership’s actions are completely unscrupulous and unethical. Not only did they sell me a faulty car, but they also manipulated the situation, avoiding responsibility and leaving me to bear the costs for their negligence. Their lack of communication, constant delays, and refusal to accept any responsibility for their actions are inexcusable. I would strongly advise anyone considering purchasing from them to look elsewhere, as they clearly do not value their customers or their consumer rights. We would like to request compensation for the costs (£1700) incurred due to the faulty vehicle I purchased from your dealership. Please reply us as soon as possible.
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Phoenix Way Car Dealership Ltd is a used car dealer in Hounslow stocking a wide range of second hand cars at great prices. Visit us today for affordable used cars in Middlesex.
