“To whom it may concern
After purchasing my car from your Perth store, I am writing to advise how shocked I am with the service received.
I bought my previous car from the same store and received excellent customer care from the salesman -Scott, therefore when I decided to buy a new car, there was no doubt in my mind as to where to go.
The experience started well, I worked with Jay (a recent rookie academy graduate) to gain a deal I was satisfied with.
I arrived (as arranged) on Friday 12/5/17, to be met by Jay saying there was a problem, thus starting a catalogue of issues and the first of six visits to the store within 1.5 weeks! The timeline is as follows -
12/5/17 - arrived to pick up the car...when they had removed the stickers that morning, the lacquer on the bonnet had been damaged. No advance notification received that this had happened. Jay advised that he would organise for this to be re-painted, however the girl who was doing the handover realised that I was unhappy at the situation and arranged for Sean the sales manager to come over. He agreed that picking up a new car should be a positive experience and arranged for me to get a courtesy car until my car was repaired.
Later on that evening, I took my daughter to see the car and we noticed some scratches on the car.
15/5/17 - I phoned the store to advise of the scratches and ask for them to be repaired along with the bonnet. The lady who took my call stated that if there was any issues with this, she would get Jay to call me back.
17/5/15 - received phone message to say my car was ready.
18/5/17 - I phoned the store and arranged to pick up the car on 19/5/17.
19/5/17 - (2nd visit) arrived at the store to pick up my car and noticed the scratches were still there, I asked Jay why they hadn't been fixed as I had received no phone call to say anything to the contrary. He advised that he thought I had phoned about scratches on the courtesy car!! After a further conversation, he went and spoke to Scott (now a sales manager) who agreed to book the car in to be repaired on Tuesday 23/5/17. You can only imagine my disappointment and frustration at having to come back again. Sean assured me that they had fuelled the car as a gesture....there was 3 bars!
On way home, the sun shine through the windscreen and I was horrified that I couldn't see out of it as it looked like the window had been washed on the inside with a dirty rag!! I stopped the car and had a more thorough look round and saw that all the windows were exactly the same, the dash was covered in dust, the gloss on the dash looked like it had been smeared with grease and there were marks on the upholstery! I immediately phoned the store and asked for the sales manager, Sean took up the call. I explained my complaint and disgust at having a 'new' car that looked filthy. I also advised him that there was a socket of sorts rolling about in the passenger door. He admitted that the store had 'dropped the ball' this time and gave me his assurance that the car would be fully valeted when I brought it back in on Tuesday and that he would ensure he checked it personally.
20/5/17 - when out in the car, my 12 year old tried to get out of the passenger door and was unable to. I also noticed a squeaking noise coming from the clutch and my daughter heard a noise from the passenger footwell.
I asked my husband to check the door for child locks...there is none, the door was broken! Again, you can imagine my horror with regards to the SAFETY of not only myself, but my daughter and grandson (also in the car). All sorts of scenarios entered my head as to what might have happened had there been an accident and us not being able to get out!
22/5/17 - I arrived at the store (3rd visit) and spoke with both Scott and Sean and advised that the car was either fixed or I was returning it. I explained the whole thing to Scott and he took the car to the workshop and after some wait, they fixed the door, and he gave me his assurance that they would look at the clutch and other noise when the car was I the next day to get the scratches repaired. I gave him the socket stating that my husband had said it was a locking wheel nut, but not from my car! He also commented on the filthy state of the car and also gave a personal assurance that it would be valeted fully and filled with fuel.
23/5/17 -arrived at store (4th visit) and Scott arranged for me to get a lift to work and agreed that someone would pick me up when I finished. I phoned as my lift had not arrived and spoke with Scott, who arranged for the same person to pick me up.
Arrived at the store (5th visit), to be asked to have a seat, again after waiting for some time, the person who had picked me up, came and said he had my car outside. I went with him and checked that the scratches had been repaired..they were. I asked if they had checked/found anything with the clutch and other noises, to which he said he didn't know and offered to go for a drive with me!! I asked why he couldn't just find out, which he then went and done, telling me that they had greased the parts. I also enquiries as to why the marks in the upholstery were still there, he got in the car, inspected the marks and said they would brush off...did I want it sorted? I said yes so he took the car away again, when he came back, the marks had been removed. I got in he car and pulled away, noticing again, no fuel as promised twice! I got to the road end and as I was looking round the car, noticed there was further muck in the corner of the dash, to which I drove straight back (6th time) and confronted Scott, he came out and looked at the car and took it back round to the workshop and when he brought it back, the dirt had been removed. I challenged Scott wi regards to the fuel and he said 'just come in when you're passing and I'll get someone to do it'. To which I said that I didn't really want to come back a 7th time!!
As you can see, the customer care I have received has been appalling, and the time I have wasted running back and forward/phoning and waiting about in your store, not to mention the SAFETY worry, has made this transaction a very arduous task rather than an enjoyable/exciting experience.
I look forward to hearing back from you with regards to compensation for the inconvenience and poor service I have encountered.”
Hi Pamela, I'm very sorry to hear of the issues you experienced at our Vauxhall Perth branch. I know the Management team have been in touch now and assured that all issues have been resolved. Should you require any further assistance please don't hesitate to contact us at customerservice@petervardy.com
“Brilliant deals and everyone there was very friendly wouldn't fault anything. When only needing advice, I got all the answers I needed from them. Highly recommend.”
“Excellent deals& I had only went for advice and come out there with a brand new car and one very happy driver. Everyone at peter vardy are very helpful and friendly. I would highly reccomended thanks guys.”
“When I was looking for the car I told my requirements to sales person. Main one was automatic gearbox also, I have mentioned things like automatic windows, at least basic air con and reversing parking sensor. I was told this car has it all, unfortunately there is no reversing parking sensor in my car.
Now sales person says he never said that. I guess it my word against his.
Side mirror has a black scratch on it. Sales person have mentioned that Vauxhall is proud about quality of its cars and all paint work and alloy wheel cracks are fixed if visible from mid-range distance. I have pointed this mirror thing when we I test drove and I was told it will be fixed, It wasn’t!
Also I was told every car is fully valeted however there were marks on the back seat which I have pointed out when we had a test drive. There are some sort of white marks/stains beside front windscreen on the arches and they were not there when I test drove.
Water in windscreen tank was rotten, when I was using it the smell was disgusting. It was green color! I had to flush tank several times to remove the smell! Side windows where not even cleaned after advert stickers where taken off and there are rectangular glue marks on them
One more thing which I guess there is not much we can do and about is fuel intake. Your manager said it’s a brilliant engine and very fuel efficient. He said it will do about 50+mpg. After a week of driving from Aberdeen to Westhill I’m sitting at 30mpg! I knew 50 can be dream come true but I didn’t expect itw ill be as low as 30, this is much more than my Mazda CX-5 used to take and its bigger car with bigger engine.
I have sent few emails and visit the branch and talked to one of the managers Scott Clark and there is no answer from so but they promised they will be in touch.
Really bad customer service! I think Vauxhall trade works that way: Tell the custoemr what he want's to hear, sell the car forget and pretend nothing is wrong!”
Good Morning Maciej, Thank you for your review. I believe all is in hand now with our Vauxhall Aberdeen Management team. I'm sorry you were given reason to complaint. If you require any further assistance please don't hesitate to contact the team.
“Went really well, but first day of having new car smoke started coming from under the bonnet, owned car for 3 days before I had to take back in to the Garage
Apart from this, the service was good and staff were friendly
Just a pity the car had an issue when I got it”
“Great customer service from start to finish. Our salesman was brilliant. Couldn't do enough for us. Fantastic service. This was our second purchase from Kirkcaldy store and we will definitely be back in the future”
“From start to finish I had a great experience with Peter Vardy finding a new used car. I was looked after very well by the sales team. David and Jonathan were great. When I collected my car it was like collecting a brand new car and it was spotless both inside and out. A special mention to Harry who helped put a great deal together for me and also to Sam who did a great handover of the car going through everything with me. What a fantastic advert for Vauxhall and Network Q”
“My experience at Peter vardy was great it would have been perfect if it were not for the last stages which I will cover. However the lead up to signing for the car was brilliant, myself and my partner felt very at ease with Tony, didn't feel pressured into anything, Tony's attitude and professionalism was top class and really gave value to Peter vardys motto of its about customer experience not selling cars. He took us through everything and made sure we understood the process and really went out of his way to give us the best chance to get our much needed new car. The bad point for us was when we came back to sign for the car, the person who took was horrendous his attitude stank. He took 45 minutes to print off the paperwork didn't talk through anything with us he kept leaving us to wander off somewhere. We were so stressed out we were literally a hairs breadths away from cancelling buying. We just wanted out of there. Cant see why someone with that attitude can work there compared to everyone elses attitude and optimism. My score would have been 5 if it were not for him and when I tell people about our experience I tell them that it was a nightmare at the end to sign for our car.”
“Felt at ease as soon as we walked through the door, nice welcome and no pressurised sales. Knowledgeable friendly staff "Ross Couttie" was exceptionally helpful and any questions he couldn't answer he took the time to find out in a professional manner. Overall a very good experience.”
“They ordered wrong specification of car and wont admit their fault. Wont help in sorting their mess out and now I have to go to hassle, time, effort and expense to fix their error. They have now lost a loyal customer. Shocking aftersales serviceservice.”
“There was no hard sell like your competitors! From the minute I went in to look at cars, until the handover, your staff were excellent!! have been telling everyone about Peter vardy! Fantastic! Thanks for everything”
