“I wrote the following to Customer Services on the 21st Feb and have had no reply. I'm pretty disgusted at the lack of customer service I've experienced.
Hi,
I’d like to inform Peter Vardy of the disappointing and stressful experience I have had buying my used vehicle from Peter Vardy Perth. During the week-long process of viewing and buying the car I have received poor customer service, disappointment and indescribable stress starting from just after viewing the car to picking the car up and not receiving it in the condition that Peter Vardy promise for their used cars.
I will start at the beginning. I went to view the car on Wednesday 14th Feb at 14:00. I had mentioned that I had already got finance for my budget and was happy with this. I arrived at the dealership and was introduced to Gary who was friendly and offered me a Tea or Coffee. We had a quick chat which I again mentioned I had car finance arranged. We then took the car for a test drive which I was very happy with and decided to purchase the car.
There was some damage to 3 of the alloy wheels on the car which I was told would be fixed before collection as they had someone inhouse who fixes wheels. I was happy with this (however when picking the car up a week later. The wheels were not fixed).
Gary then proceeded to go through the quote with me, added extras such as Matts, Gap insurance, VX protect, Fuel, Car Tax, Warranty, One Child, and finally an admin charge. As you can imagine this was considerably more than the asking price of the vehicle (£10500). I managed to get the price down at an almost acceptable level, feeling I had no choice with certain extras which were added on. At this point it appeared that they were trying to get finance for me in house, this I did not expect as I had already mentioned that I had finance in place. At no time was it mentioned a credit check was done on me and I’m still not sure if one was until I check my credit report next month. I was told I would get a phone call that afternoon to arrange everything. I left the dealership somewhat puzzled after shaking hands with Gary and Alan, However happy knowing that I may have bought this car as my own finance had been agreed and was due to pick the car up on Monday 19th as mentioned by Gary during our chat about the car etc.
I waited for the follow up call which was meant to happen on Wednesday afternoon, however this never happened. Gary then phoned me on Thursday 15th at 13:47, almost 24hours after viewing the car (whilst I appreciate people are busy and delays are unavoidable, these should be communicated rather than keeping the customer waiting) to advise that the finance the dealership were trying to sign me up for had been declined which I expected to happen hence arranging my own finance. Gary then advised me he had already spoken to my finance company and explained that car deal had been communicated to them. I then phoned my finance company to go ahead with the sale. They were not aware of Gary’s call however I told them about the car that I only wanted to purchase the at the price displayed and no extras. The finance company then called the dealership to organise this and again confirmed that no extras were to be added and we were only buying the car.
There was a slight further complication that the finance company needed the car to be priced at £700 more to cover the negative equity on my old car. This seemed to cause a lot of problems and basically started a stressful 3 days trying to get paper work sorted out.
Friday 16th my finance company hadn’t received the paperwork, this was promised to them. I spent some time phoning the dealership to try and chase up the paperwork and was promised it would be with the finance company by close of business that day. Whilst on the phone to Gary at the dealership I took the opportunity to confirm again that the wheels would be refurbished and he told me that the car was actually in the body shop getting the work done on the wheels as we speak. I was happy with this and assumed all was well until later that day my finance company messaged to confirm that they still had not received the paperwork. I called the dealership at 15:57 to advise that my finance company had not received the paperwork and again was assured It was in hand with the admin team and would be with the finance company by close of business.
Saturday 17th my finance company messaged at 10:40 to advise they had still not received the paperwork from the dealership. I called the dealership and spoke to Gary at 11:00. He advised that the finance company will have the paper work in the next hour.
Monday 19th I got a message from my Finance company at 10:40 saying they were still awaiting on paperwork from the dealership. I called the dealership at 10:45 and was told Gary was unavailable at the moment however he will call me back shortly. I was concerned at this point as I’d taken this off as holiday so I could pick up the car. I waited an hour but didn’t receive a call back so phoned the dealership again at 11:43 and was told Gary was not available, I asked to speak to a manager in that case as time was pressing on and the finance company still had not received the paperwork. I was put on hold and surprisingly Gary answered the call and said there had been some issues on Saturday that needed amending and that the admin department was closed so couldn’t send the paperwork. I questioned why this wasn’t done on Friday and these issues could have been resolved whilst the admin department was open. I was still assured I would be getting the car this day.
Gary called back at 12:46 to query the figures again, I explained them to him again as well as my finance company explaining them. My existing car had the outstanding finance of £2908.92. It had be agreed that my old car had a trade in Value of £1000.00, I would pay £1208.92 and that the new car would be sold at £11200 instead of £10500 thus making up the £700 shortfall. Gary seemed to understand this and said that’s fine and that he’d call me back in 5 minutes. I never received that phone call back. My finance company messaged again at 15:16 to say they still had not received the funds. At this point my frustration was beyond mild and I was extremely annoyed at the situation so far. My partner spoke to Megan at customer service to try and get this resolved once and for all.
A manager called Alan phoned Susie back to try resolve this issue and they went through the figures again. At this point its looks as though the original Salesman was still trying to add extras onto the car, ie gap insurance, matts, fuel extra. Susie explained that there were to be no extras added to the car. Alan understood this, apologised and said he would amend the invoice.
My finance company then messaged back to say they have spoken to the garage again and went through the figures with them again and that no extras were to be added to the car. At this point it appeared that Alan understood the figures and that would amend the system to show this and that the invoice would be sent to the finance company.
Alan advised he would be on Holiday on Tuesday 20th and that a salesman called Paul would be dealing with the invoice and finance company.
Tuesday 20th my finance company messaged at 10.21 to advise that they still had not received the invoice and that they needed it by 11:00 to process the funds the same day. Paul called my partner Susie to advise that the finance company will have the invoice by 11:00. At 11:10 my finance company messaged to advise that they still had not received the invoice and a lady from admin had called and was confused over the paperwork. Once again, my finance company explained the figures.
We heard nothing for several hours until once again my partner Susie stepped in and called Megan at customer services again. This time a gentleman called Eddie Hamilton called her back and ensured her he would get everything sorted. True to his word, at 14:10 my finance company messaged to say that they had got the invoice and will be paying out today! This was welcome news after the several stressful days trying to buy this car.
Eddie Hamilton confirmed to myself and my Partner Susie that the car would be ready to collect that evening as the funds should be cleared by 18:00. We took a drive to the dealership (40miles away) to collect the car and dealt with another gentleman called Alex. We were introduced to Eddie, offered a tea or coffee and then sat down with Alex to go through the paperwork, everything looked in order finally. Eddie made a great offer to us by not taking the standard £99 admin fee and taxed the car for 6months. This was very welcomed pleasant surprise after the experience we had had thus far.
Unfortunately when we were led out to the car the alloys wheels had not been repaired as previously advised they would be. Alex was very apologetic and said that someone would call me back today (Wednesday 21th) to organise getting them repaired. As it was dark when picking the car up I was unable to inspect the paintwork, however now I’ve seen the car in the daylight it has a lot of scratches on it, 1 scratch goes over both the drivers and passenger door. I have phoned the dealership to advise of this and was unable to get in touch with anyone, therefore have left a message.
At the time of writing this email 14:00 on Wednesday 21st Feb I have still not had a callback about organising the refurb of the wheels or to ask for further details of the paintwork scratches issue.
I’m concerned that the car doesn’t meet the “Used car Promise” that Peter Vardy offer. Has the car actually had the 114 point health check, as it appears to have missed the No dents or scratches on the bodywork check, the damage free alloy wheels check?
I wish to keep the car as I am relativity happy with it however I would like the wheels and paintwork fixed as per the Used Car Promise Peter Vardy and confirmation that it has gone through the 114point check. Am I able to take the car to another Peter Vardy dealership to inspect the car and rectify the issues please, Dalgety Bay branch would be preferential?
To say this has been a disappointing and stressful experience is a huge understatement. The enjoyment of owning a “new to me” car has been tarnished with what we have experienced so far. I’d have hoped once I got the car to enjoy it, however as it doesn’t appear to have been prepared in the standard in which Peter Vardy promise I’ve not been able to relax and enjoy it.
With the exception of Megan, Eddie, Alex who I dealt with last night everyone else seems to have fallen short of even basic customer service. I look forward to your reply and hope we can come to a mutually acceptable conclusion and make things right.
Kindest regards
Garrie Day
07843258889”
“Having picked the car up on Wednesday 31st January lots has gone wrong. I got in the car- no parcel shelf. Turned on the car-no fuel. Drove car home- pulled to left the whole way. Husband drove to work the next morning- loss of power and 2 engine lights came on. Car back in and turns out there is a lot that needs fixed. That was a week ago and still haven’t got it back. So we are paying Insurance and finance on a car we have t and travel for my husband to get work. Not happy.”
“During purchase negotiations on the car it was stated that the car would come with 5 day drive away insurance and would be ready to drive away after it had its MOT. I collected the car filled out the remaining paperwork and drove away thinking I was insured. It turns out that I was not insured, when I contacted the salesman he told me it was up to me to insure the car which I would have done if I knew I wasn't insured, we were never issued with any links by email or verbally or given any document to do this, and we were totally misled by the salesman to thinking we had insurance as we asked him several times about the drive away insurance to be told the car will be ready to drive away after the MOT.
We contacted the branch about the insurance only for the salesman to email a link 3 days after we had received the car, we then phoned the Aberdeen Vauxhaul branch and spoke to Ryan who said there were no managers available and would get one to call me back tonight Monday 15th after 19:00. We are still waiting for the call !!
Your promise it to be sold with 2 keys and we only have 1 so we are still waiting for that as well
There are more issues that I would like to speak to someone in management about as driving with no insurance is a criminal offence and I am not a criminal. Why was the car allowed out of the garage without insurance?
The upshot being my car was hit by a hit and run driver causing considerable damage and I wasn't insured !! Who is going to pay?
A prompt response will be appreciated”
“the new adam I bought has a bad mark on door.nowater in windscreenwash tyers painted I`ve been down to salesman he took it to workshop to sort door it came back worse tried to cover it with paint put wrong couler on it car now is worse off I`ve been back 3 times and still waiting for a satisfaction result”
“the sale of the car went perfect,it was before I bought the car upset me I took my car down for it to get a check as I had a problem with it,i was told to repair it it would cost £2000,then you charged me for the pleasure £108 I honestly thought you would withdraw this on the grounds I bought a car £11700 worth I believe I am a good customer I get my car serviced by your selves mot as well,surely you understand this hope to hear from you regards William cashmore”
Hi William, Our Sales Manager has tried to contact you regarding this and left voice mails. I will have him call you again to discuss. Thank you for getting in touch. TeamPV
“I bought a Astra last Thursday drove it home that night fumes inside the vehicle and exhaust was blowing, started to move car and there was anti-freeze fluid leaking all over my driveway. My spare key and my a/c wasn't working. Work got carried out under warranty on the Monday and I was told it would be finished for me by half 4 which was when I finished my work, it wasn't finished until 5 o'clock which I was waiting around for it. When I picked it up they agreed that the exhaust is blowing at the front but won't replace it!!!! This is shocking as I've had the car for only a couple of days. I had a two year old in the vehicle on the Tuesday but had to stop and swap to my fiancé car as there was too much gasses in the car. Service is shocking never had such bad dealings as I'm a technician myself I won't be back and my family will not be purchasing another vehicle at peter vardy this was Kirkcaldy branch.”
Hi Rory, Our customer service team have received your review and complaint email. We are dealing with your concerns as quickly as possible and our Management team will be in touch within 48 hours. Thanks, Team PV
“You have sent this to the wrong email address. I called your company telling them this is not Robert Maloney’s e mail. Please correct immediately as I shall be making a complaint.”
Hi Robert, I'm sorry to hear this. We will have remove the email address from all systems as a matter of urgency. I apologise again for any inconvenience this may have caused you. Thanks, Team PV.
“Agreed a deal for a car on Friday 10th November told it would be ready on the Monday or Tuesday at latest no on contacted me so I had to phone on the Tuesday to find out what was happening only then to be told the Work hadn’t been done on car and it would be ready the following Friday or Monday at very latest,Friday comes by once again no communication form garage was told on Saturday I’d get a phone call first thing Monday after there meeting to let me know what was happening. Monday came and guess what,no phone call! I again had to contact the dealer to find out where my car was to be told they didn’t know if it was in Dundee or Glasgow! Eventually it arrived on the Wednesday without the work being done on it so i has to wait another day before collecting. And now 1 week after collecting the car the vechicle sevice warning came on and the car went into limp mode meaning no acceleration or going above 40mph. This is me and my wife’s 6 car from peter vardy in last 5 year and we are sersiously considering never purchasing from you again.”
“I arrived in plenty of time for an arranged 1pm handover and was left waiting for 35 minutes without any communication to what was happening. Then a substitute handover person arrived and basically all he wanted was signatures. The whole handover took 10 minutes and there was little or no information regarding the car itself. I went 200 yards and decided to take the roof off, but it didn't work so I returned the car and had to leave it for the afternoon to be fixed, getting it back at 5.30pm. Unfortunately it was back in the garage on Monday with more faults. Completely spoiled the excitement of getting a new car.”
“"Sales department were helpful, servicing and repairs however are an absolute joke. They are currently on their 5th attempt to repair my vehicle and i've only had the car 2 months. Actually repair the car before handing it back to me, I bought a full warranty so there should be no problem getting the car fixed, it's honestly the worst service i've ever experienced and i'll be making it known to everyone I know not to go near Peter Vardy. Genuinely awful service."”
“"On buying the car on the Saturday for my son (1st car so super excited) salesman told me the car would be ready on the Wednesday. This was even brought forward a few hours on the Tuesday as didnt want my son driving it home in rush hour. However got a call at 11am saying car wouldn't be ready until following day (not great as had totally rearranged work etc) but he would drop it off to me. To then get another call back to say I would still need to go in to do paperwork (no logic). So decided just to collect the car myself on the Thursday as my son couldnt get away early. Arrived and car totally not repaired or preped and also had to wait on petrol. Following day I drove to Bonnyrigg to get paint work fixed as was so unhappy as wanted car up to scratch asap (Jason took over and was mortified by the service I had received). This not only was a huge disappointment but my son was gutted as this should have been a very exciting occasion for him. Your only saving grace was Jason took over all the problems from the garage and has been fantastic but I can safely say I would never recommend your garage and highly recommend that new staff are trained to a much higher standard as salesman also forgot to mention another \u00a3100 that was payable and was clearly clueless to procedures. Very unhappy customer and if zero was an option I would select."”
“The sale was fine. I then had my car for 3 days and the battery went flat. I was told they could not provide a pick up service for my car. After being hung up on twice I came to the store. I was told they could not get my car. After about half an hour they then decided that 'the terms and conditions' had changed and they could infact pick my car up. My car has been gone for almost a week now and ive phoned every day to be told my car isn't ready even though all it needs is a new battery. I was also phoned a couple days ago and told I had to pay £400 for the new battery - even though my car is under warranty. I was told the woman would speak to the warranty people to see if this was right and she would get back to me, however she never phoned me back to tell me whether or not I had to pay. Total lack of communication here. I phoned again after two days of no contact about my car and was told is it still not ready and I would be phoned when to pick it up. Appalling customer service. Would not buy from here again.”
“Salesman just wanted the sale everything was rushed and all information given was not correct, was told that we was getting the new plate and could pick up at midnight at there special event at end of month, then we were getting to pick up the next week so it wasn't a new plate car, then we never actually got it for a further 2 weeks. Finance was not explained properly and my son ended up having to go in and speak to manager, to get all the correct information. Wasn't given the correct reg so could have insurance in place.”
“Everything. Rude manager who lied about the availability of another car. Car not ready when promised. Car not serviced or valeted properly. No fuel or screenwash in the car. Aerial and locking nuts for alloys missing. Phonecalls not returned. long waits at showroom before anything got done. Promised cheque for reimbursement of a hire car not received. etc...etc...etc”
“Myself and my partner placed order on a vw golf on the Saturday, when we placed £100 deposit on the car, we then returned to the dealership on he Monday to sign paper work for the finance and was told everything was fine and that we would be able to collect the car Wednesday. The following day we were called to say that we had to go over again to sign additional paper work due to having to take out additional finance agreement with another provider due to having negitve equity on our Astra which we purchased from
Peter vardy kirkcaldy on 28th January 2017. And we're giving scrapeage value of £2000 on this sale. We finally got the car on Thursday. But unfortunately we have had to return to the garage as the car has not been Valeted properly and there is paint missing from the bonnet which we did not see at time of collection as it was raining. We are also being charged for a courtesy car even though we are having to return the car to be checked over due to a handbreak issue. Feel this is a disgrace as we have had the car less than 14 days and there is a mechanical issue”
“Unfortunately right now I am fully regretting ever changing my car with yourselves. It was supposed to be in tomorrow for all faults to be repaired and now the guy dealing with it is on holiday and not a single soul knows anything about it. Utterly disappointed and totally regret given my car to u for the pittance I was given for it and to be given a complete heap of garbage.”
