Hello James, I certainly share in your disappointment however felt it fair to highlight the points which could definitely be improved on after being sent a text message requesting my feedback. I will clarify a few salient points that remain unclear to you and your team in regards to the sale/purchase of the car. When I originally saw the advert I contacted Talani and discussed the car with here along with the potential part exchange, during this time I was stoutly asked if my car had a main service history, we were non smokers, the car had 2 keys, and the car had not undergone any major mechanical or bodywork repairs which I reassured her was the case however I gave the car 9 out of 10 to reflect the fact the alloys were slightly scuffed which was an open and honest admission. On being asked such specific questions I as would anyone else firmly believed this was the criteria met for the cars that HCS bought and sold. With this in mind I arranged with Talani to purchase the car and left a £1000 deposit. At 09:20 hours on Monday 9thApril 2018 I travelled the three hours to Portsmouth with the intention of buying the car, on my arrival I was met by Scott then Talani who advised me the car was not ready and had not been MOT’d as a result of it being overlooked furthermore this was not the first time it had happened! This caused some frustration resulting in me having to contact work and tell them I would be late in! The car was then hurried through and I was able to test drive it which was satisfactory, on my return I wanted to look over the car in more detail as I had not done so due to the rain, within a matter of minutes Telani asked me to return to the office as she wanted me to complete the sale with Brad Turnbull, however this changed and instead was met by Scott who I thought was going to show me the service history of the car and answer any questions I had regarding previous owners etc, which was seemingly avoided and instead spent 45 minutes showing me a video on paint protection and discussing an additional vehicle warranty which is not what a customer wants when first sitting down resulting in me feeling rather uneasy about the car. I understand the need to offer products but ideally at the end of the vehicle discussion with the customer. At the time I Pointed out the fact the two front wheels were gouged and had damaged rims and asked if the price could be negotiated to reflect this where I was advised £50 would be knocked off the total price! I was then passed back to Telani to make the final card payment which I did and was handed the scant paperwork for the car at which point I noticed there was only one key for the vehicle which I pointed out to Telani who replied that’s how it came to us there is only one key with the car, which I could not believe after I had spent over 20K on the purchase! I then wholeheartedly believed this would be sorted out and a replacement key organised Telani then spoke with you whilst I waited and after the conversation I was approached by Brad who advised me there could be no other reduction in the car. You then spoke with me being the first interaction I had with you (presumably in charge) as there was no introduction? Where you reiterated what Brad had said in a clearly flustered manner then unbelievably said I didn’t ask if the car had 2 keys which left me totally bemused saying I didn’t ask if there was a spare wheel as it goes without saying there would be one the same as the car was manufactured with 2 keys it goes without saying there “Would Be 2 Keys” I tried to calm the situation suggesting we looked at the cost of a replacement key in a bid to resolve the matter which after contacting a VW dealer you said the key would cost £160 I then asked what you could do to which you repeated there was no money left in the car prior to slamming your laptop computer shut and walking out of the office asking Scott to refund me the card transaction for the car. As this was about to happen you approached me and asked the purpose of my finding out the cost of the replacement key which I replied I wanted to see what the cost was and reluctantly accept half of the cost of the key from you if agreed so the sale could go through and I would not have wasted a day and undue stress after offering me £80 you said when I get the log book to contact you so you could arrange the replacement key with a VW dealer in Bristol at the same trade price quoted This was not done! Since returning home with the car I noticed a ding in the rear boot, which was not visible in the rain. · Ding Repair £150 · 4 Wheels All Scratched And Need Refurbishing £400 · Replacement Key £160 Plus Programming To Car £72..Total £232 (Not £160) · Total Cost Of Car £21,002….No longer a competitively priced! Ford Fiesta Part Exchange Price £4,650 Four court Sale Price £6,299………£1,649 Profit so your sales patter there was no money in the car is clearly not the case as highlighted above, furthermore my car was professionally valeted so there were no preparation costs and ironically the car I note was advertised with “2 KEYS” As an Internet customer being asked to give feedback on my vehicle purchase at Hampshire Car Sales West Quay Road Southampton I would strongly suggest the following issues are addressed as the Internet captivates a wide audience and can result in the success and failure of a company When selling a car be open and honest from the outset and point out anything any reasonable person would question when buying a car…such as there only being one key and the alloy wheels in need of refurbishing along with any dents/dings! When a customer enters your showroom to collect their vehicle ensure you keep to the prearranged agreement regarding the vehicle being ready. When a customer is requested to finalise the sale and complete paperwork discuss their vehicle with them don’t bombard them with extended warranties, paint protection, and damage protection until the end of the conversation. Lastly when a customer is not happy in my case having only one key Please Pleasedon’t be confrontational, challenging, and abrupt instead be constructive and try to resolve the issue put yourself in their position even if you make less profit the long term rewards will far outweigh the cost of an unhappy customer such as me and the potential loss of future sales. I genuinely hope my comprehensive reply does not fall on deaf ears and is received with the intentions it was sent recognising the staff/company need to improve, to be honest with the customer, and most importantly honest with themselves In regards to you arranging the replacement key with my local VW dealer at a trade price…be advised I have since purchased the key it at the retail price as my instincts told me it wasn’t going to happen and considered having to pay more money less challenging than trying to battle it out with you! Mr Stephen Harding (Bristol)