“Absolutely shocking.
Bought the car (Showroom one as I liked it) November 2018 on finance snd three years later, paid the rest to buy it outright.
Serviced every year at Kimpton Road and MOT plus any work needed.
I have walked to my place of work for the last 5.5 years but my car has needed tyres… apparently, they perish if you don’t use your car much! 🤣🤣
When booking the service and MOT this year, slightly earlier than normal, I noticed that all the service charges from year 1 to 7 inc and from year 9 onwards were all in the £200s but 8th year (mine) was in the £300s. That’s quite spooky!
As I bought my car in November I have never needed the air con on until spring/summer. It has never worked properly but every time it got to November I’d forget to mention it.
Last year, I made a point of telling them that the air is not cold… and I don’t think it ever has been like I feel in friends’ cars and they looked at me like I was bonkers. I suppose it’s my fault for never mentioning it but they then said, in the patronising way that ‘experts’ do that I should get the gas refreshed every year. Well… that was in fact new to me but then wondered if it had a new gas ‘thing’ when I bought it. Paid the £20 and hoped for the best but feared the worst.
March was a little on the warm side… air con goes on, warm air comes out. My daughter got in and faffed around (she too has a Vauxhall) and stated that my air con is dog s**t.
Went through the summer with windows and sun roof open knowing that the hot weather wouldn’t last forever. And… here we are. I’m told that my bill for broken tracking rods, tyres and air con, service and mot (it failed) comes to just over£1200. I authorise this but get a phone call the next day saying that the price didn’t include the air compressor. So what was the £288 for? The labour! My bill is now over £1500…
Today. Car has been in 6 days. I ring them. Sales advisors are busy… I don’t want to buy one I need to speak to someone whose interest is in helping me get my car out of the workshop!
They ring back whilst I’m writing this. I can collect it but some pipe work needs doing!
I’ve given up. I’m collecting it and never taking my car anywhere near a Thurlow Nunn. Terrible service. I wouldn’t be surprised to find out they are all wfh!”
“Shocking and unprofessional!!
Vehicle was booked in for service and replacement/courtesy vehicle agreed weeks in advance.
Turned up in morning of service and no courtesy vehicle available?
Needed to go to work and so had no option but to cancel and keep my vehicle.”
“Disgusting. So, lights not working properly, went into Thurlow Nunn Kimpton Road in Luton.
Told, I would need to book it in for a 'diag' for £98. Just to diagnose the problem, not refundable, just to diagnose the problem. This doesn't include the work.
I used to be a mechanic MANY years ago, and it was my job, to diagnose and fix a problem.
We would not disgustingly, charge a customer for something they should be doing as part of their job to find and fix a problem.
I was going to purchase an electric Astra from Vauxhall. Now, absolutely no way, with this type of attitude toward its customers, it will be another brand of vehicle.
Didn't turn up for my appointment.
My advice, avoid Vauxhall.”
“I bought a new car 3 weeks ago and from the beginning there were problems. I reported it to Thurlownunn Luton also to Vauxhall customer services. Now Thurlownunn have turned their back telling me my contract is with Vauxhall and to deal directly with them not to ring Thurlownunn again.Great way to treat a customer that's just spent over £20,000 with them .The manager even threatened me with solicitors. Worse than having problems with the new car is with the way this man has treated me. He certainly needs more training in dealing with customers and needs to check his manners.I have reported him directly to Vauxhall.”
“PLEASE PLEASE DO NOT DEAL WITH THIS COMPANY . STAFF ARROGANT AND RUDE.WORST EXPERIENCE OF MY LIFE . WISH I HAD READ THE REVIEWS ON HERE BEFORE PARTING WITH MY HARD EARNED CASH”
“Thurlow Nunn Luton, service (mot department) I have a vehicle under the motability scheme, a lovely silver Astra estate. My car was due it's first mot in early August,I booked the car in July for collection and delivery on 5/7/22 only for the appointment being cancelled the day before because the driver was ill, a new appointment was then arranged for 29/7/22 again for collection and delivery between 8.00am and 12 ,rang on the 27/7/22 to verify appointment and was assured that the booking was viable. Come Fri 29/7/22 no sign of anyone coming to pickup car,contacted dealership at 11.50 to enquire when my car was being picked up, only to be told by the receptionist that the dealership had no Knowledge of the booking,and they would send a driver up soon, very vague. 2.00pm still no sign of driver contacted dealership again spoke to manager who said he would come personally up to our house and collect my car and get the mot required, which he duly did and returned to my drive vacuumed and car washed, thank you.”
“Thurlow Nunn staff are very roude and rough. I booked my car for leaky valve to investigate. They called me back and said you got got leaking valve and cost is £190 for just replacing valve stem or £100 for just saying leaking valve.
Went back to collect car and report. No mention of valve leaking on diagnostic report. When asked the guy was very rude and rough. Charged me £100 for nothing.
I will never go back to Thurlow Nunn Luton and don't recommend.”
“No parking at all. Total mess.
I asked on the reception for assistance on Motability advisor. The receptionist told me to wait. After a long while I asked if anyone can show me the model Vivaro ah the receptionist said yes he is coming. Next around 10-15 min no one came and I could see a few gentlemen chatting and having a great time arond the sales area.
I had to leave my wife in the car at the middle of the parking blocking several other customers cars. She called me to maneuver my car to make way for some one to leave.
I will never return to this place ever again.
Extremely bad service!!!”
“*******WORST EXPEREINCE EVER*******
*******WORST EXPEREINCE EVER*******
Never Buy a car from this firm.
I Bought a Corsa In January 2021(Dunstable Branch) , And from day one it has been beset by Problems.
1) Steering wheel was misaligned and the vehicle kept pulling to the right
2) The suspension Mounts were busted, this is despite them claiming it had just passed an mot before sale
3) Wires protruding form dashboard, No proper explanation to date
4) Engine Management Light is Constantly on
5) Tyre Service light is Constantly on
They claim to have fixed these problems but they just persist, I am now in the process of Obtaining a CCJ Against Thurlow Nunn Dunstable under the Consumer Protection Act 2015.
The staff are very ignorant and their best effort to add insult to injury is to offer me a replacement vehicle of which I have to pay them extra for.
I will keep this post updated with the CCJ against Thurlow Nunn”
“Very Misleading at Great Yarmouth
Public need to be aware that the sales team will waste your time, I used their own web site to obtain a valuation for my vehicle, I then arranged to take my vehicle for them to assess, the salesman who viewed it agreed it was in tip top show room condition. This is where it all went wrong, I was asked to take a seat and he would go and obtain a price, when he returned it was the same price that (We Buy Any Car) would offer, and nowhere near what their website valuation was, even though the vehicle I was selling was in show room condition, so sellers beware you could possibly have a wasted journey like I did”
““Excellent service” at my local branch in Dereham, very friendly staff.
Got the repair to my car done properly. I have used them before and will continue to use them again.
Highly Recommended.”
“Recently travelled 80 miles down the m1 from Leicester to Luton to view a audi q2 edition 1.when I viewed the car the bodywork had lots of marks and the alloys were in a terrible state. All 4 needing work. After trying to get the business manager to repair the wheels and bodywork I went back home.
Next day I got a follow up call from a salesman saying the bodywork was going to be sorted and after agreeing a trade in price for mine that was the deal. I've been after one of these cars with the extras that has for some time so was still very curious.
Next day another salesman rang to say somebody else was interested and I should put a holding deposit on to stop him seeing the car. He told me if I changed my mind the deposit was fully refundable and I can get the deposit back straight away so I give him my card number over the phone.
A few days later I decided to not go down Luton and asked for my deposit back. You guessed it, rubbish. I've emailed and rang repeatedly and just get fobbed off.ive even had a saleswoman laugh which I replied it's not funny.
DO NOT DEAL WITH THIS COMPANY.”
“I am writing concerning a car purchase I was involved in through the Wisbech Branch
A Ford Mondeo I arranged on the 7th of February with the salesman to come and see it on the 10th and up to then the communication had been excellent.
I arrived on the 10th after a 75 mile drive to find the rep wasn’t in that day ( this had not been mentioned to me ) but took the car for a test drive.
I had been told that the car was an excellent drive before hand , but within 10 minutes of the test drive I had a warning light appear about the engine coolant .
I reported this to the salesman at work that day and said this wasn’t good – his response was “ok let the sales rep know what you want to do “
So I had had a 150 mile round trip for nothing costing me £40 in petrol
A couple of days later the rep phoned and told me the engine coolant fluid level was low and that was the problem and since it had been topped up the fault had cleared but the car would be covered by the 12 month warranty and Breakdown cover as well as being properly checked , I then bought the car and arranged delivery on the 17th and took the day off work, about 10 am I checked to see what time the car would be coming and got the reply that it wouldn’t because the fault had come back and would need work done to it.
This was after I was advised to tax it and insured it ready for delivery , which I did
I was then told that the work had been done but the fault was still showing so it would have to go to a ford garage for the “brain “ to be reset
A new date was arranged for delivery , the 24th of Feb - another day off work, on the 23rd I received an email from the rep telling me the engine had been condemned and he would refund me the money – I think I should have at least received a phone call.
I asked him about the tax I had paid – he said give the tax people the reference number and Id get a refund – this was not true, because I didnt have the log book I had to write to them explaining the situation , I don’t know if I will get a full refund of the £250 , and I will have to wait at least six weeks to see.
I also cancelled my car insurance to then start my new car insurance – I’ve had to reverse this so have been charged £20 admin fee.
I gave my credit card and bank details yesterday for my refunds, I checked today and had nothing in either so I contacted the rep saying this – his response was I should check my accounts because he’d done the CC refund, the bank transfer would be soon.
I would expect for how I had been treated over the car he could have at least said I’ll chase it up and get back to you - my bank transfer took minutes .
I then tried to get the head office details through your website yesterday to be able to contact them , the live chat ( olivia ) told me she did not have such an address or one for complaints – she then ended the chat.
Why the car hadn’t been prepped / checked before it was put up for sale
The loss of money through petrol, insurance , tax and time I spent waiting / arranging for delivery
The lack of phone calls
Delay in repayment
Olivias attitude on the live chat
I then contacted the store Manager and area manager and was told they'd investigate and reply .
Two weeks later I had to chase them up
This experience has made me decide to keep my old car and wouldnt go near this dealer in future”
“After several emails ( one of which I was told it was a fantastic drive and I would buy the car ) Had a round trip of 160 miles to look at a car.
10 mins into test drive had a warning light come on.
I was told after a couple of days low engine coolant so I bought it.
Waited for delivery, that morning got an email that light had come on again - replaced 2 engine components and 2nd delivery date arranged .
Evening before had an email warning light still on so going to a dealer garage
Following day - engine condemned.
Now waiting for refund.
Id taxed and insured the car for 1st delivery, have been told any money Im out of pocket will have to be looked at
Petrol, 3 days waisted , insurance, tax.
Not had a single phone call - all emails
Terrible service and why wasnt the car tested and made ready before being advertised
They kept pushing the years warranty - expect that was so once I had taken ownership of it I would have to take it to garrages”
“Spoke to a member from the sales team from the Kimpton Road thurlow nun in luton today and the man i spoke to was patronising, rude and so belittling. The phone call ended with me nearly in tears. I phoned up just for some advice and got made to feel like an idiot. Will never ever shop or contact Thurlow Nunn again.”
“Ordered new mobility car May have received no updates when it will be ready
Keep phoning branch nobody returns calls they just dont care very upset by it all”
“Thurlow nun in luton my advice stay away rude staff,unwilling to sort any problem I still have with a car I purchased from them just been lied to or ignored for a whole year now regret the day I walked in there the worst experience I ever had stay away from there people please they shouldn't be trading”
“I had to take my car in for M.O.T which was due and was helping and advise by a Thurlow nun employee Called (jason) I forget this surname as he get me an business card on . I never EVER write these reviews but feel I have to because not only was Jason very helpful and respectful and all help and with some other bits and pieces and paper with no trouble whatsoever, I have even checked Ming to Thurlow for man’s years so I have seen him there before so he is a familiar face - Thurlow Nunn what a great guy you have working there and and even better person, - well done Jason 10/10 for all your efforts, that’s what costumer service is all about!! OUTSTANDING”
