Name: CarShop
Rating: 1.78

“unable to repair fault and advised to take it to main dealer”

Posted 4 years ago

“Absolute Nightmare Turns out @carshop Cardiff have sold me and my husband a unsafe to drive vehicle on 25/1/20. Clutch release bearing going - rob @ carshop Cardiff excuse “oh the clutch isn’t mechanical”. Just took the vehicle for a independent inspection and the faults on the vehicle ARE mechanical (clutch release bearing and loose handbrake) the handbrake should take 4 clicks to put fully on it’s taking 8 clicks and with the release bearing going the car will at some point just stop going into gear so therefore the vehicle is not safe to drive. So carshop Cardiff have had £7,000 for a car that is a total lemon and can’t be driven. Also the car passed a carshop Norwich mot with the handbrake loose (doesn’t say much for the mot testing) PLEASE PLEASE PLEASE DO NOT USE CARSHOP”

Helpful Report

Posted 4 years ago

“Rather than review... here is my letter to them Hi, I normally cannot be bothered to contact a business that performs customer service so badly, while trying to spend 11000 pounds, and being told it is not possible....I wish I had a business where I could turn money down. A few days again I saw a BMW Mini Clubman for sale on autotrader at your branch. We were looking for a second carat the time and this fitted the bill at your Northampton Branch. I sent an enquiry and the following day I received a call from your head office, where queries were answered and the gentleman convinced me it would be a good idea to pay the 99 pound refundable deposit and take off sale for 5 days. I was then today able to arrange a viewing of the car and test drive, so I called customer service and chatted to a polite lady that arranged a test drive for 5:30 and I stated how far we were travelling as we reside in Bournemouth, but knew if car was as described we could purchase and drive away with ease as your site explains and she confirmed. I received the email confirming that my test drive was at 5:30 and the showroom was open until 8pm. The traffic was heavy and we arrived at 5:55 and drove in and were greeted by a sales man, I explained I was there for a test drive and he looked confused, but took us to the showroom. We apologised for being late and explained again that we wanted to view and he confirmed all was ok and that he would be able to make this happen tonight. We waited until 6:25 whilst they found the car, then he came back and explained the car had a faulty key, but would get it running. I stated that I was confused why this was not ready and waiting and already attended to as I had called and booked as your website states is the process. He again went away for five minutes and came back and stated that I had booked it wrong and I had booked for Sunday. I asked him to not call me a liar and showed him the email from your team that had my booking confirmation. Test drive was OK but was surprised to hear that it is policy that you don’t valet the cars at all until they are sold, as it was so dirty I was worried my clothes may get muddy. He stated it was because you were a budget stack them high retailer, as if standards did not matter, thank goodness that Lidl and ALDI uphold basic retail standards, even though they are budget... but this is your process and your business, I just thought other car supermarkets pride them selves on higher standards, like car giant. It was now 6:45, we agreed to buy the car, I kindly declined, finance, mot, and the treatment and explained again I was a cash buyer and were ready to do the deal. He stated we must wait for a business manager,....... we waited.... and waited til 7:10 when he had finished with another customer. There was certainly an air of wanting to close even though you state you are open until 8pm. The car had been taken down to service to be prepped and we had agreed the 145 for the drive away and paperwork processing etc. Then it took a strange turn where the sales man came back and stated he could no longer sell the car as they were closing. I understand that we were 25 minutes late for the test drive they had not even prepared for, technically I was actually several days early. I explained how annoyed I was having now wasted, 4 hours driving to you and sat around for over an hour with no service and had only 15 minutes of attentive service from the sales man who looked like he was lost, but did a great job on the drive. I explained I wanted to see the manager and was introduced to Cohen, and immediately had to put up with his hostile, smarmy attitude. I explained the series of events and he immediately accused me of being an hour late for the test drive that was never organised. He then stated the reason we could not find the car was that it had been brought out for the test drive and then put away, I was surprised that it would not have been left there. I explained how far we had traveled and he said come back tomorrow if you want it. I said that is not what we were looking for and if there was anything he could do. He said he had to speak to his manager and disappeared. He returned saying it was what it was and that they were closing and deal could not be done now. I asked why you state you stay open to 8 and he said he finished at 7 and was already delayed. He then explained the woes that he was understaffed and that was the reason we should wait. At this point we still wanted to purchase the car. So ideally we were looking for some movement due to the misunderstandings and changes to your policies that you had not made us aware of. We had no choice but to book a hotel locally for 68 pounds in Stony Stratford. I stated that we would be happy to complete the deal in the morning if required, but would expect some movement in either the 145 fee or a small drop of 100 pounds to cover our inconvenience and costs, not mentioning time. He said it wasn’t his decision and he could not do anything. We asked who’s decision it was and were pointed towards a gentleman called Rashim, this is not the correct spelling I believe. I spoke to him and he stated that the booking was never made and hilariously routed through the bin and pulled out some paperwork with customer contact details on that included mine and those of other customers and was thrusting it in my face. He said he had printed this that morning and I had booked Sunday... this has never been the case and for the records I called around 2:15 pm. But I am disgusted that this is how you treat my personal data. We explained the issue a thrived time and it was now 7:30, rashim stated that he was not responsible and that Cohen was the decision maker. At this point I approached Cohens office and confronted him as to why he felt the need to lie and did he not care about customer service or even sales. I confronted him why he lied about who made any decisions and he state dit was a joint decision and that they were both managers.... as a group operations director for a hotel chain, I can actually confirm neither were managers in my eyes...excuse the inappropriate review of their capabilities. At this point I realised that I best leave as you were closing, did not want to sell cars, or even give a toss about your customer... luckily I was able to remain calm. As we left I rang customer services and spoke to a lovely lady who confirmed we were booked in and that they were in fact open til 8 and was also confused why they stated customer services did not communicate the booking to the store. She also confirmed that we had only booked one test drive, which was today at 5:30. I explained the above and she said she would call the store, I then received a call from a sales man asking if I wanted to make a complaint to him regarding the managers at the site. Is that the process I complain to junior team members about their manager. Needless to say I thought I would spare the awkwardness and decline to do this. What started as a great experience only confirmed why you get such strange reviews on trust pilot... great customer service is not hard you just have to care. You lost a sale tonight, but I am not sure you care as the two managers only cared about getting home. I am not sure I have ever experienced a moment where you can’t spend 11k, normally people would bite your arm off. Maybe it was the corona advice you have shared with the team... a strange welcome. “Sorry I would normally shake your hand, but we are not allowed because of the corona virus.” It would have just been acceptable to say hello without a hand shake, minus the explanation.”

Helpful Report

Posted 4 years ago

“poor service, Sat nav failed in a high priced car mercedes, did not want to do anything about it, left the unit to be replaced or repaired, same unit came back in the post a week later after numerous phone calls , not working, manager stating they had tested in another car and was working ,but clearly still not working.They did not want to know about anymore.”

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Posted 4 years ago

“AVOID! Service is absolutely atrocious. My pregnant wife went agreed a cash sale for a car, it took them 4 HOURS to finalise the sale, during which they tried to hard sell her insurance. Being pregnant, and extremely hungry, and being left with no food and water for 4hours, they finally completed the sale and brought around a Ford Focus that was filthy - they hadn’t even valeted it. Don’t be tempted, avoid this place at all costs”

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Posted 4 years ago

“Checked the car I wanted to look at was in stock, e-mail from carshop at 9.20am to say it is in the Bristol showroom. I set off on the 75mile round trip to find no, it wasn't in stock and never had been. Hadn't reached the shop at all. Staff couldn't care less”

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Posted 4 years ago

“Extended warranty purchase, Before you purchase an extended warranty with this dealer be sure to go through every detail of what is covered, I purchased an extended warranty with my car, and was told that I could drive away with complete confidence and rest assured I would be covered against all non serviceable parts, This is not the case, when my manufacturers warranty ran out on January 5th I believed the extended warranty kicked in and I was covered, I took my car for a service on the 18th January and a fault was discovered with a crank shaft oil seal, my garage advised me to go through the warranty group as it was an expensive repair, the warranty group was contacted by car shop to authorise this repair and it was rejected by them, there reason was that it was a pre existing fault and I was not covered, After over a month of contesting this with car shop I am faced with a large repair bill, after paying hundreds of pounds for a so called drive away with complete confidence extended warranty, This is the second car I have purchased from car shop with purchase costs of over thirty thousand pounds, Excellent service and well satisfied with my purchases, but when something goes wrong, very disappointed to put it mildly, So yes drive away with complete confidence in your new car, but hope nothing goes wrong with it, because although you think your covered, YOUR NOT. Check trust pilot TWG warranty group reviews sold by car people https://uk.trustpilot.com/review/thewarrantygroup.com 93% of reviews are bad.”

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Posted 4 years ago

“Sophie and Dan are amazing members of the team! They have been so helpful! Thank you both so much!”

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Posted 4 years ago

“Jamie Conner was extremely patient and helpful an asset to the company. As I changed my mind several times as to the car he was patient and polite.”

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Posted 4 years ago

“I firstly went to Cargiant to see a car. their finance company said I could borrow up to £20000. before I got there the car I wanted was sold. as there was no other car I liked I visited your site. I found a car I liked and applied for finance. I was pre approved and phoned up to complete the finance. I was then told because I had applied before about two months ago the woman said she would not put me forward again. I told her I had been approved for finance at Cargiant and she said well go back there and get a car. I was shocked that your employees would turn away a customer and tell them to go to another dealer. the car I have at the moment came from your Norwich branch but I don't think I will be returning to you after such a rude employee.”

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Posted 4 years ago

“Would never, ever recommend. My husband purchased a car on finance for me just 4 weeks ago from Cardiff branch. The staff were very friendly and helpful on the day. But today a issue arose with the car and that’s when things have gone downhill fast. As***y at customer support bad attitude, unsympathetic, unhelpful rude and didn’t have a clue (apparently the underneath of a car is cosmetic???). R** at Cardiff branch granted was a little better but nowhere near like the branch was previously (apparently 24 years experience and he mis diagnosed a fault on photos when a mechanic at reception at a well know chain garage without looking just by going from my description took seconds) and less than 5 minutes up on ramps the car was diagnosed (reception spot on correct) and fixed. Worst part not ONCE did car shop apologise NOT ONCE even if it was insincere.”

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Posted 4 years ago

“Wasn't a good experience buying off the Bristol branch. The initial appointment to view the car was taken by someone who seemed to have no idea about the car and couldn't answer any sensible questions. I was then made to wait to speak to a Business Manager for some time after agreeing to proceed with the purchase. Altogether we were in there at least 2 hours just to look at and test drive a car (at no point was a drink offered and I had to ask in the end). There was also a hard sell on some vehicle paint protection which was irritating and OTT. After paying my deposit I returned the following week, again sat down with Business Manager to pay and be sold VAP (which is way overpriced if you compare online - don't buy it!) after I paid for it all, I was then dumped in a seating area for over a half hour, actually waiting to pick up my new car. I felt like they took my money and then couldn't care less. Not an enjoyable experience at all. Upon getting home, I realised there were no fitted mats (as advertised I might add). These are over £100 to buy/fit so I was disappointed. I got in touch and was told they don't advertise mats as included (which they had), but they luckily had some I could collect. As it is quite a distance from where I live, I asked to post them, which I was told would be too expensive. In the end, I have bought my own, but it shows a complete lack of ownership be denying any knowledge of the ad and then not even offering to be flexible to post them. I expect more when spending £28k on a car, they could at least stump up £10 delivery charge on the mats. Would not use again, and in fact wouldn't have carried on after the first appointment had they not had the exact car I wanted.”

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Posted 4 years ago

“Fantastic experience in Carshop in Filton, really friendly, not pushy great price for my part exchange and a quick easy process. Also a great cup of coffee”

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Posted 4 years ago

“My partner and I purchased a 2017 Kia Sportage GT Line from the Ashton under Lyne branch in January 2020. One of the main reasons we were attracted to the Sportage was the 7-year warranty which was promoted by their staff during the sales process. However, a few days after buying the car we noticed that the servicing, required to maintain the Kia warranty, had not been done. On further discussion with their branch it was confirmed that the ongoing servicing required by Kia, which includes servicing the car every year or 10,000 miles, whichever is the sooner, had not been done. The car had undergone one service at 23,000 miles. Before this service, the car should have had two services completed already but both were missed. As a result, the Car Shop confirmed the car no longer had a guaranteed Kia warranty. As a result, we requested a replacement car but it was found that all cars in the north-west fitting the specifications we requested had all been purchased with this same issue so we requested to return the car and a full refund. We arranged for a refund and returned the car which left my partner and new baby without a vehicle. As a result, I requested a fast transfer of the money so we could quickly buy another car which we had seen but this transfer was delayed and took five days to complete. When I spoke to the branch about the reasons for the delay they admitted that the Car Shop had sold us the car with finance still on the car which had been flagged by their finance team which resulted in them blocking the payment. This is illegal as per the Consumer Protection from Unfair Trading Regulations 2008 which stipulates the seller must not sell a car with outstanding finance. They also didn't tell us the car was ex rental which they are obliged to do under the same legislation. During the discussions with the Car Shop I repeatedly made them aware that the cars were still being advertised with full-service history which is what Kia describes as being required to ensure the 7-year warranty. They acknowledged this and said it was a processing error. A month after returning the car I notice that the car, and others, are still on their forecourt and on Autotrader being advertised with a full-service history. I also asked them to ensure all people who have purchased the cars are contacted and made aware of the issue. They assured me this would happen.”

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Posted 4 years ago

“Very helpful andrus helped with everything amazing service Bristol”

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Posted 4 years ago

“When i first bought my car with them the sales person pushed me into a sale, Decided to get the service plan with them with that comes a mot included, get my mot and they tell me so many things is wrong with my car, went to my normal mechanics to get prices and a couple things done, for them to tell me that the car shop are trying to rip me off by saying things need work on my car when they dont. Will never ever trust this garage again”

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Posted 4 years ago

“Great experience. Nathan Rimmer was amazing with helping us get our prefect family car. Really friendly staff too. From first going over to swindon car shop, deciding we would like to look at and test drive a car from their Sheffield shop, they brought it down for us and drove away with it within 7 days! Very easy process. Extremely happy with our new car. Big thanks to Nathan Rimmer at car shop Swindon!”

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Posted 4 years ago

“I have had an absolutely traumatising experience with the car shop in Doncaster. Before I paid for the car in full, they couldn’t be more helpful; the customer service was fantastic. As soon as they had the money they completely changed. First of all they never mentioned an admin fee of £149 until I’d paid the £300 deposit and even then they didn’t explain what it was for. I was told I could pick up the car on Sunday and drove an hour to get it, however it then transpired that I wouldn’t be able to take the car because it didn’t have a log book and couldn’t be taxed - obviously post offices don’t open on Sundays. So a 2 hour wasted journey. Because I was not aware of what the admin fee entailed, I had changed my insurance to my new car and therefore had no insured car to get to work in on Monday, so I had to get a taxi to the train station and then a train (when I asked if any of my travel expenses would be refunded, I was told a definite no; they seemingly couldn’t care less). No one told me about the log book until I was on the m62 after work on Monday driving to Doncaster again when I got a phone call saying I needed to go into the post office now to get it sorted (because there’s lots of post offices on the m62), I explained this wasn’t possible so they said someone would take me when I arrived. They did and dumped me outside the post office in the middle of Doncaster: no idea where I was and what I was doing. Finally got all that sorted, I was then avoided like the plague and left to stand around for ages. I then queried the admin fee because they hadn’t actually told me what it is for, when they explained it it was quite obvious they hadn’t done any of it really so I asked for that to be refunded. After being passed around and having to make a fuss they finally agreed to refund that. I arrived at 5.10 and finally left at 7.00 even though everything on my part had been sorted by 10am! And when I did finally get my car there was absolutely no petrol in it (surprise surprise) but one lady did direct me to the nearest petrol station. How kind! So after all this stress, I got home at 8.30pm when I left for work at 6.45am! An awful, appalling service and experience. Never again! I would never, under any circumstance, recommend this company. My dad, who was a car salesman, would be spinning in his grave at the way these predatory salesman have treated a vulnerable young woman who was there in a strange town alone. But I suppose what should I have expected from a company thats finance department is managed by someone investigated for fraud and was happy to share this information with customers?”

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Posted 4 years ago

“Northampton car shop. Professionally organised. Everyone smart and in uniforms. The guy who showed us the car and gave us the test drive was great. Couldn't fault him. However, the paperwork was not easy to understand, and I had to point out a few errors.”

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Posted 4 years ago

“Carshop Doncaster we first reserved the car 3 weeks ago we left a deposit of £300 3 weeks later we went to collect the car it took that long to collect the car because they didnt have the log book . We made a appointment to collect the car then it took an hour and a half for them to hand me the keys. When it's a cash sale it shouldn't take this long. I had a 1 year old toddler with that was getting rather bored of waiting when I got the come home I noticed the car had been used after I left a deposit and put an extra 1000miles on the can alot of paint damage to the car. When I reported to the store they said they didn't know where the extra mileage had come and offered me a massive £25 refund for a 1000miles extra on the car. Yet if I was to return the car and put that much mileage on the car they would charge me £50 for 100miles and £2 every mile after that I advise you stay away from this shop and look else where if you want to be treated fairly.”

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Posted 4 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week

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