steveneagell.co.uk

Complaint satisfactorily and finally dealt with

I had a dispute regarding the change of conditions relating to what had been a FOC collection and delivery service at annual servicing. The three year service agreement came up for renewal that was accepted on the basis that previous terms and conditions, apart from the increase in cost, remained the same. However within 8 days of signing the renewal agreement I was advised that a charge would be made for future for collection and delivery. Unhappy that the customer service element was being reduced, I decided not to continue with the service plan but was informed that although having only just renewed it, a charge of £30.00 would be made against cancellation. I telephoned their Aylesbury servicing manager for assistance but he was to say the least, disinterested and unhelpful. I then wrote to the company (on two separate occasions) as to why I was upset at their reduced servicing arranagement, detailing that the punitive agreement charge should be waived, but I received no response. After placing my complaint on TRUSTPILOT I received a response requesting me to forward all information. Following this, I received a call from their Centre Manager 'Mohammed Waqar' who politely and efficiently dealt with the issue. The initial written complaint should not have been ignored and perhaps the servicing manager could have been more helpful but their manager Mohammed recognised that making a small concession of waiving the punitive agreement cancellation charge was far better than losing both the servicing and maintenance of my current vehicle and opportunity of selling a new car as I plan to change within 12 months.At least one person showed professionalism and the correct attitude to good customer relations. Steven Eagell should review the client relations skills of their front line people as it costs far less to keep a customer than to obtain new ones.

Date of experience: Aug 11, 2023