“One phonecall and I will never set foot in the door. Called recently and spoke to a "lady" called Denise, she was rude, condescending and clearly places herself on a pedestal above anyone else. I'm assuming she works in the call centre as there was a fair amount of background noise. She made no effort to help my query and just wanted to sell me finance for a repair that she wasn't willing to listen about in the first place, I was constantly talked over and unable to explain that I just wanted a quotation for service and two tyres. It seems she only wants to help when it is benefit to her.
On another note when calling I don't appreciate hearing people passing wind or talking about their personal lives in the background as a potential customer it doesn't provide a professional touch and I would urge the management to rethink their clearly lacking standards.
Overall a very poor experience especially from Denise, people like this should not be in a customer service role when they do not know the meaning of the word.”
“Soon to take your money and keep you up to date but as soon as you’ve purchase the car you get radio silence. Set backs that make the hand over of the car longer. No updates at all. I had to call three times and write two emails to get any kind of response. Shocking”
“Fantastic experience and support in purchasing a new MG. Thank you to Zay and the team for their support: before, during and after, and and looking forward to many miles of blissful driving.”
“All I can say, I purchased my second Volvo say all cars have a 125 checklist certainly mine didn’t after two days doing 25 miles. I had a noisy turbo when starting also the tailgate wouldn’t shut. Took it back to them after three or four times. They are saying that it’s got to go to Volvo to be sorted out and in our policy they state that they can service any car and they also offer you a plan. I will not be heading back there again for another car have asked for somebody to call me high up but still waiting”
“Paid £300 for 12 months warranty, after 11 months dual mass flywheel started clattering, took car in for repair, charged £129 for diagnostics, told them it was a mechanical fault before hand, they replaced fly wheel and put new clutch in. Bill just over £1700, had my car for a week then got told I had to pay bill myself warranty not covered. I got a quote from my regular garage, just under £600 including labour, so total rip off!”
“Car salesmen stereotypically have a reputation that after shaking their hands, you should count your fingers to ensure you still have them all. So I thought I'd purchase from what I believed was a reputable garage and company. Little did I know when I was persuaded to part with £15,000 only 7 months ago, purchasing a car 2.5 years old with less than 10,000 miles, that Thurlow Nunn would be the worst culprit of all. They take your money in a flash, then when a problem arises, they wash their hands of it altogether.
The car I purchased for my son 7 months ago broke down; the AA were unable to fix it on the road. Obviously, after 7 months and £15,000, for the engine to stop working, I was upset. Who would not feel like they had just been robbed and conned by Thurlow Nunn? I phoned the Luton branch and was immediately told it's £120 to diagnose, then it's per hour and parts after that. Not even a raised eyebrow that a £15,000 car's engine had stopped working 7 months after purchasing a less than 3-year-old car. Perhaps Thurlow Nunn sells cars with an expectation that after such a short time, the engine stops working; I don't know why it seemed so normal to them.
I was told their phone calls were recorded – must have a huge number of problems, I thought to myself. So when I was told the fees and experienced the attitude that came with it, I was more than dismayed. I said, "Do you think it's shocking that a car purchased 7 months ago, less than 3 years old, for £15,000, has its engine go wrong and you wash your hands of it? If I put that on social media, people would surely be shocked."
It was arranged that my son would have AA tow the car to Thurlow Nunn. After 3 hours of waiting for AA and 10 minutes from arriving at Thurlow Nunn with the car being towed, I received a phone call saying Thurlow Nunn were refusing to take the car as they said stating to put a complaint on social media is "threatening."
I finished my day with my patients in my London hospital and drove to speak in person to Thurlow Nunn's service manager in Luton. When I arrived, I was met by Brian McKenna, the service manager. He took me into a back room, and upon getting a very uncomfortable feeling, I turned on my voice note app on my phone, in the event of anything being said – I wanted proof.
Mr. Brian McKenna (I'm not sure if this 5-foot-4 rotund man has little man syndrome, as you'll soon discover) told me in no uncertain terms that once Thurlow Nunn has your money and you've had the car over 3 months, basically it's tough luck! It's on me, down to me, and all Thurlow Nunn is interested in is taking your money. All their representatives, like Brian McKenna, are interested in is their commission from taking people's money. I did record the conversation, (Recording a conversation in secret is not a criminal offence and is not prohibited. As long as the recording is for personal use you don’t need to obtain consent or let the other person know.)
and perhaps Thurlow Nunn would be interested in listening to it. You can clearly hear me in a calm manner say THREE TIMES, "Please stop pointing at me." You can clearly hear Mr Brian McKenna make it extremly clear that once they had your money, that Thurlow Nunn did not care!!!!! The tone of voice and the messages conveyed of this snake oil salesman is extremely clear to hear.
As I read all the 1-star reviews, I really wish I'd have taken the time to see how many bad reviews have been written with Thurlow Nunn's classic response, which is written on every complaint: "We are sorry to hear of your recent feedback of our Luton Branch. Please rest assured this will be raised with the team and someone will be in touch with you shortly." Total standard lip service, same response on each complaint. You may just as well have written, "Once we have your money, we don't care."”
“Spent 16k for a car, payed for 3 services and mot to be carried out.the first was a major service, they did a full service as they said it wasn’t needed, changed a tyre and damaged my wheel and said I done it. Got it inspected by an independent garage and they said it was caused by them fitting the tyre. Hence cancelled all my services with Thurlow Nunn and there is no head office or anyone to complain to.”
“I took my VW Tiguan in to the Thurlow Nunn garage at Holt. I had a noise from the front near side wheel that could have been a brake or bearing issue. I collected the car with a £550 bill! However on driving home the noise was still apparent. I took the car back to complain about the remaining problem; the receptionist took exception to my complaint and I disagreed with my issue. (I don’t think he was a qualified technician). After further discussion all I received was tirade of abuse with rather choice language from the young man on reception. To be treated in this manner is not acceptable. Clearly I won’t be using Thurlow Nunn again.”
“I would never buy a vehicle from Thurlow Nunn again. Their communication is appalling. On 3 occasions they changed the date i could collect the new vehicle but i only found out as i phoned their office. it was agreed on purchasing the vehicle they would fit a reversing camera, and a few bits that were missing. another 4 phone calls before the camera was booked in and now they are ignoring me about the rest... i dont even have a service book for the car! i have already written a review on Google and the manager said to get in touch and he would deal with the issues, but his communication has been worse than the sales guy. Im at a loss what to do next.”
“I was told I would have to pay £290 for a part to fix my car .. I thought this was a lot for the part .. I asked for part number I made enquiries and discovered it was the wrong part for the job .. it turned out the part I needed was £62.00 I was quoted £130 labour for the original wrong part yet I STILL paid £130 for the part which took less time”
“I have nothing but praise for stan McDonald at vauxhall Kimpton Road Luton, choosing our first disability car was daunting . Nothing was to much for him . He was polite , helpful and went out of his way to make sure I was happy with what I chose, eagerly await our new car 🙂keep up the excellent service . Would highly reccomend.”
“Thurlow Nunn - Wisbech branch - purchased a Ford Transit van for £12,000 just over 3 months ago - at first staff seemed fine - after three days of ownership I found the heater fan was faulty so left the van there - picked it up not fixed ( there was a 3 month warrantee given to me !!) being told at the time when the part is in they will call -had no call !! so two weeks later I called in to the branch - still waiting for parts will call you - been nice if they at least called with info ?? weeks go by again nothing no call - so in I go again no one can give me info so again checked they had my phone number - weeks go by my wife calls them they promise to look into it and phone - 3 months warrantee gone NUNN aftersales - no backup -”
“Be very very careful in dealing with TN Kings Lynn, I complained about an issue with the lights on a Peugeot 2008e that I had through motablity.
I brought it to their notice within 4 days of getting the car, only that long because I hadn't driven it at night before then.
They booked it in for an inspection, I took it to them, the service manager said he had driven an identical model at night without that issue and that they would contact Peugeot to see what could be done, but most importantly, he said it was not right!
I waited and waited, and got to the point where I sought to change the vehicle through Motability. I was told this would incur a charge as there was nothing wrong with the car.
I explained the issue with the lights and that TN were contacting Peugeot.
I contacted Peugeot UK and surprise surprise TN had never mentioned this to them, in fact TN said they had never even seen the vehicle since collection, even though Peugeot UK had all the correspondence relating o the inspection appointment.
So I had to pay to change the vehicle and have placed this matter with the Financial Ombudsman, who have just replied and said I basically never told TN about the issues with the lights, and that I had never been back to see them with the vehicle.
In fairness the lady on the Motability desk was lovely, she kept us updated at every step, surprisingly she isnt there anymore. She deserves to do well anywhere she works, sadly I think the remaining bit of honesty left the building with her.
If you do go there, then make sure you keep copies of absolutely everything, take pictures when you visit, and follow everything up with an email.
I have spoken to other people and I am not the first to experience this.”
“Have tried MULTIPLE times to contact Thurlow Nunn Great Yarmouth over two days but NO ONE has answered the phone in the service department, even when "first in the queue" it just continues to ring. Did once get spares who attempted to transfer me but that was a waste of time we even booked a call back service, asap, on line but no response within a couple of hours . We feel thoroughly lets down by the personal service to us as customers”
“Thurlow Nunn LUTON !!!!
The latest issue is that the car has been making a knocking sound coming from the front, I drove to a local garage to get this checked out as I was worried about driving my children around with it happening, I was told that both anti roll bar links at the front needed replacing and although this is usually a wear and tear item a car of this age and mileage should not have this issue, they advised me to contact Vauxhall as it should be covered due to the age of the car. I also had a local mechanic just check it over not telling him what I had already been told by the garage, he said the exact same thing this car is too new to have this issue.
I then called Vauxhall to book this in for a check over, the lady I spoke with was lovely and booked me in for 02.08 I did say I did not want to pay any charges as its under warranty and my local garage said they could resolve it for around £100, I am in a predicament now as I have 2 options, pay to have it done locally for £100 or drive it over to Luton and potentially get it fixed for free as its less than two years old. The lady advised that there could be a charge but that she would add notes to the file to ask someone to call first if its not something that was covered? I never had a call.
I made my way over to Luton for the appointment and the man I spoke with at the desk when checking in told me that there could well be a charge if its not something covered under warranty, I explained that I didn’t want to pay that jus for it to be looked at as I could just pay the £100 locally for it to be fixed rathe than paying £99 for it to just be looked at!
I asked to speak to a manager and wished I hadn’t to be honest, the service manager Chris came out and within 30 seconds of him speaking I just felt upset and annoyed, his demeaner was just awful, he was arrogant and condescending, maybe because I was female, he spoke to me so rudely in front of about 5 members of staff. All I wanted was a tiny amount of compassion and understanding of my situation and I got none whatsoever. I felt myself getting so annoying and im upset that I felt that way as I work in a customer facing role and would never ever speak to a customer In the way he was speaking to me, he was thrashing his arms around telling me that he was going to listen to the original call recording which I actually would like someone to do!
He said I just wanted him to waver the fee and that’s not what I was asking I just wanted some honesty in the situation, I asked him what would he do if he was me. I totally get that the garage needs to make money and cover the costs of their time, but not from customers who pay hundreds of pounds a month for a car with warranty to be told you could potentially be charged for just looking! Its not right, a car with warranty should not be charged regardless unless the fault its intentional!!”
