If I could have given no stars, I would have!!! Posting on behalf of my parents I am absolutely appalled by the service I have received from your service department at the Stafford branch of Arnold Clark. I purchased a car from you last April. Mark Wesson was the sales assistant and I cannot fault his service. He was incredibly helpful and initially I was really pleased with the product I had purchased. In January 2023, I realised that the MOT had lapsed and so I booked the car in for its MOT and the service that was included in the package when I bought it. I took the car in on 27th January. I received a phone call later that day to say that the car had failed its MOT and that it needed a replacement catalytic convertor. Obviously this was not cheap and we were quoted £1000 to get the car sorted. I literally had no choice but to agree to have the work done. I rang again on 1st February and was told that it was not yet ready. Please bear in mind that each time I ring, I have to leave a message and wait for someone to call me back and I usually end up chasing a call back. This standard of service is incredibly frustrating We were then told that we could collect the car on the afternoon of 3rd February. We collected the car, paid the money required and left. After we had been driving for approx 30 minutes, the service light came on to say that there was a fault. It was too late to go back to the garage so I had to wait until Monday 6th February to call the service department. I called on 6th February. I eventually spoke to the service department & explained about the service. I was told that this would be because the Ad Blue needed topping up. Should this not have been as part of the service? Or should I have not at least been advised to check for it. I asked the assistant where the ad blue was on the car and the reply I received was 'I haven't got a clue!!. I know where it is on my car but not sure about yours. You can drop it back to us and I'll try and find it for you'. I certainly wasn't going to take a 45 minute journey for this sort of attitude. This didn't exactly fill me with confidence. In the end my son-in-law googled it and we managed to find out what we needed to do. This solved it for a week but the light then came on again. We arranged to return it on Feb 20th. The service engineer checked it and said that there was a leak on the ad blue pipe, which would need fixing but they would have to order in the part. Due to the distance we had travelled, Anna suggested that we took it to a local garage to get the work done and then if it was covered under the warranty, we could then make a claim afterwards. I called Arbury Motors in Lichfield and they told me that there was a recall on this vehicle and the catalytic convertor should have been replaced free of charge. I was given the phone number for Citroen customer service and they confirmed that there was an on-going recall on this model. They also indicated that I had a case to take legal action against Arnold Clark if I didn't get a refund. I'm afraid this is just not good enough. I'm sure you can understand why I am so frustrated. I am in my 80s and my husband is 86 and we bought this car thinking that it would be a reliable vehicle for us but it's proved to be nothing but trouble. And then to find that we have paid £1000 for something that should have been completed free of charge, literally just adds insult to injury. I would also like to point out that your service dept claim to have carried out a full service on the vehicle and yet they failed to complete the service book, so it looks like I will have to make yet another trip to your garage to get this stamped. Based on the current level of service I have received from your service department, I have to question whether the service was actually completed. I sent an email to Arnold Clark at the end of Feb complaining about the service i’d received. I have constantly had to chase for a response and the last conversation I had was on Friday 10th March when I was promised a call back on Monday 13th. It’s 10 days on and I’ve heard nothing. The standard of customer service has been appalling and I was obviously sold a vehicle that wasn’t safe. It has so far cost me £1600 for repairs and I’ve not even had it for a year yet. The sales department were amazing and so is the receptionist, Anna but the service dept lets you down and as a result I would never recommend or use again. I am STILL awaiting a response to my complaint so obviously customer service is not high on your priority list. I would appreciate a resolution and also to be compensated for this appalling service. I would also appreciate a full and proper service to be carried out and the book stamped accordingly