Sales and part-exchange were straightforward, but the after-sales service has been awful.Almost immediately I had problems. I was told my logbook with my private plates had been posted and registered, but when I notified my insurer they couldn’t find the plates. I later found out the car hadn’t been registered to me at all, meaning I was unknowingly driving with the wrong plates.I was also told the car would cost £20 a year in road tax — it’s actually £180.I was assured my part-exchange finance would be settled the day I collected the car. Instead, both I and my finance company had to chase them daily. They finally paid it on the last possible day, despite having my settlement details twice.Then came an oil spill on the day I got the car. I contacted them multiple times with no response, and when I finally got through I was told not to worry unless it happened again. It did — several times — until a larger spill triggered an oil warning light. Even then I was told they were too busy and to bring it in a week later. When I dropped it off at 10:30, by 2pm it still hadn’t been looked at. Another garage had checked it prior to me taking it and found an oil leak, brake issues, and poor wheel alignment and told me to take it back to the dealership. At one point they even told me that issues with used cars are normal, to which I had to explain that the car should have been fully checked before it was handed over to me.Citizens Advice informed me I was entitled to a refund under the Consumer Rights Act 2015. I requested this in writing and asked them not to repair the car. They ignored the email, told me their legal team would contact me (they didn’t), and then called only to say the issue had been fixed — even though I had explicitly requested a refund. Citizens Advice confirmed they shouldn’t have repaired it once the refund request was made.To make things worse, they told me I would owe them money if I proceeded with the refund for a faulty car and citizen advice didn’t know what they were talking about, neither did the garage that I had check my car who advised me it wasn’t fit for purpose.Their communication is terrible, their understanding of consumer rights seems nonexistent, and their customer care is shocking. The whole experience has been extremely disappointing.
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