PLEASE READ BEFORE PURCHASING YOUR VEHICLE AT ARNOLD CLARKE IN LEEDS: Vehicle: Audi SQ7 Reg: FM18 TNK My experience at this branch has definitely been my worst customer service experience to date. Our journey started off with a simple search on autotrader looking the ideal car for our family. After finding the most suitable vehicle we contacted Arnold Clarke in Leeds about an Audi SQ7 and spoke to a sales representative called Adam Abdennour. At first Adam was professional and continually contacted myself through the process to close the deal. After several calls from Adam an agreement was confirmed and the car was secured with a deposit. We were advised that the car would be ready within a few working days as the vehicle was ready to go but would only need a valet. The next day I received a text message from Adam to contact him regarding the vehicle to which he advised me that the vehicle had presented itself with an engine fault displaying a light on the dashboard. He then advised us that the car would go to Audi for a diagnostic as the Arnold Clarke repair centre didn't have the tools/equipment to fix the issue however had diagnosed the problem. At this point he stated that the car was booked in at the end of the week for repair with Audi. This went on for an average of 3 weeks and we were having to chase Adam and his branch for updates as they were not calling us with updates. On several occasions I spoke to the receptionist who advised me that Adam and the branch manager were busy and would receive a call back but this didn't happen every time. Even to a point that the receptionist advised me to call Audi myself for an update which I eventually did. After calling Audi, they told me that the car had 3 issues and the cost was an average of £7k repair and that Arnold Clarke had not signed the work off to be completed. From this point for weeks we didn't hear anything from Arnold Clarke with an update and we were calling every week at least 2/3 times for an update ourselves. At this stage we contacted the Customer Service at Arnold Clarke HQ who said it would take take up to 48 hours for them to get an update and allow the branch to contact us from the complaint they had added to the system. Again..no call from the branch. We then contacted customer service again, this time they stayed on the phone whilst they got the branch manager to be added to the call. Finally got talking to the branch manager (George Ferebee) who clearly stated that it was not his responsibility to get involved in customer service complaints and that the car was now with an Audi specialist to be repaired. He also advised that he would get an update in a few days and call me with an update. 5 days went on an no call from anyone! Luckily I had at this stage started to look at cars elsewhere and found the same make and model of vehicle at a different dealer. Within 2 days of the deal I had collected the new car and even then I didn't get a call from Arnold Clarke. Moving forward I had called customer service and requested for my deposit back which I am now waiting for. My conclusion: Arnold Clarke in the past was in my eyes one of the best dealers from the experience of my last two cars, but I can honestly say I would never ever recommend them to anyone again. It may be that you get a good deal from Arnold Clarke but their aftercare is the worst within the used car industry. Even with them offering a 2 year warranty with my deal and not able to arrange a repair before I even collected the car shows how insufficient their warranty and aftercare is. This really needs to be reviewed by the senior operations manager to make them aware how pathetic the customer service is at the Arnold Clarke Leeds branch. What's even strange is that within a day of requesting my deposit back, the car has gone back on sale as seen on their site which only reflects that the branch must have either made an error in the deal they offered us which due to their loss were just fobbing us off so we cancel the order or they have done a bodge job of the repair.