"As 1 star is the lowest rating I can give, otherwise ZERO or a negative rating will be given. Please stay away from CarShop (Doncaster) branch and never ever do business with them. They will do anything to sell you a car that has previous been returned by a customer and then sell it on at a even higher price with the fault not being fixed!!! Due to the data protection act, I cannot give the names off the staff, but I have been dealing with the same sales person throughout. This is my long story:
On 21/07/2018 (Sat), I decided to buy a car so me and my family went into CarShop (Doncaster) to take a look. After having spoken to the sales person, I was shown a car that matched my requirements, we was also told the car is quite dirty as it has only just come in. As the car was a bit over our budget we decided to leave but the sales was very pushy and kept on telling us to take a test drive. To be polite we did. After we told the sales we needed to go for lunch as my 5 year old son was getting impatient and hungry, The sales did not want us to leave and tried to make us sit down to discuss the finance options available. After 10 minutes of persuasion we managed to leave.
During lunch we googled information about the car and we did some research on the Mercedes website. We then looked at the advertisement placed on the CarShop website and the specs listed matched those of Mercedes. After some discussion, me and my husband decided we liked the car and decided to go back to see the types of finance options available. We noticed there wasn't one inside the car (which was listed in the specs) so we made note to ask the sales later.
When we went back, we took another look at the car and asked about the ignition push/start button and keyless entry, the sales told us he has NEVER heard of an ignition push/start button and the only way to start, open and lock the car was with the key.
We was shown the finance options available by sales team manager. They asked for my personal info and did a credit rating score, the result came back to be excellent. They then told me with my credit score, the lowest APR they can offer me was 13.9%!!! That was absolutely ridiculous I can get around 6.9% with my own bank, because of this we decided to leave. Then the sales joined us and both him and his manager both told us that 13.9% APR is a very good rate and we will definitely not be able to get an APR lower than that anywhere else!! As we was very firm, they then said they can the lower the APR to 12.9%, then to 10.9% and finally to 6.9%!!! So guys please be aware, the APR they give you must be negotiated, otherwise they will trick you and tell you that is the lowest APR they can offer with your credit rating.
We then told the sales we will come back on Monday as we wanted to do some research and sort out insurance first. The sales then told us, we do not need to worry about insurance as they can provide us with a 5 DAYS FREE CAR INSURANCE so we can drive away today after the financial side has been sorted. As this was quite tempting plus we have another car to P/X, we decided to go ahead with the purchase.
Before even the sales was completed the sales told me to write a 5 star review for him in trustpilot, mentioning his name and also the good job he has done. Luckily there was a problem with the network and my review wasn't uploaded otherwise I will be giving wrong review.
I was then taken to another room to sort out my finance. My finance and insurance was handled by the business manager. In the end, finance couldn't be completed on the same day as it was already 5pm on a Saturday so we was told to come back again tomorrow at 11am.
That night like all other people, we did more research on the car. We noticed the ignition push/start button and keyless entry was a standard spec for that car model and both these specs was listed on the car advertisement on CarShop website. Therefore my husband told me I must query on this point tomorrow as he was not coming with me to sort out the car.
On 22/07/2018 (Sun) at 11am, me and my son both arrived at CarShop to complete the purchase of the car. The finance side went smoothly but was then told the 5 days free car insurance cannot be given. The sales then said it was not their responsibility to sort out insurance and it was only subject to T&Cs and a matter of goodwill from CarShop that it may be given!!! They then told me I will have to take the car home and sort out insurance myself, in other words, take the car and bugger off!!! The sales NEVER mentioned the T&Cs to me and NEVER mention one word that car insurance may not be given!! The main reason why I decided to go ahead with the purchase was because the sales told me I can drive the car away on the same day without having to worry about insurance as CarShop with provide me with a free 5 day car insurance.
I told the sales I will not sign for the transfer of the car until the car insurance has been sorted. the business manager asked us to settle this matter outside her room as it was not in her area. I then asked the sales about the ignition push/start button and keyless entry function and again he told me the same thing. The sales then asked his team manager to come over as he too owns a Mercedes. It was then proven the car does have the keyless entry function but he also said he has NEVER heard of an ignition push/start button AND HE OWNS A MERCEDES HIMSELF. I then asked him then why is the spec listed on the CarShop website? His reply was the people who write up the specs made a mistake and it should not be there!!!! I then showed him a video on youtube showing the existence of the button but he just didn't want to know. After 20 minutes of arguments, I told them I did not want the car until the insurance and button has been sorted. I was then told they cannot make a decision and was told to come back tomorrow. They then told me it was their day off and they will pass my details to the member of staff who will deal with my case and I should expect a call before noon.
Off course, no calls was received and I had to call CarShop myself. My details was never passed on and no messages was left to for the staff to contact me. Again on 23/07/2018 (Mon), we made our way back to CarShop and spoke to the staff in charge. He then arranged our 5 days free car insurance and gave us the ignition push/start button. On 23/07/2018 we drove the car away.
The nightmare hasn't finished!!! On 29/07/2018 (Sun), my husband was cleaning the car and to our horror when looked at the car under direct sunlight, we can see the passenger side doors has both been repaired. The passenger roof rails were full of micro bubbles, there is a large amount of primer inside the passenger side door shuts, an over spray on the black gloss panels between the passenger doors, excessive amount of fillers in the passenger doors and bad smart repair made to the rear offside bumper corner. You can imagine how we felt, as we just paid over £20,000 for a car. We sent an email to CarShop immediately asking them to either rectify this fault or give us a full refund. This was done within the 7 days and 30 days period. I spoke to the customer service consultant and was advised she has received my complaint within the stated period and my case will be forwarded to the Customer Service Manager (CSM). A message will be sent to her and I should expect a call from her on Monday.
That night, my husband was speaking to the people on Mercedes forum, with people who also owns a car like the one I purchased, to our horror we ended up speaking to a gentleman who had previously purchased the same car from Carshop (Doncaster) with the same issues!!! He informed us after many weeks of arguments he finally received a full refund for the car just a few weeks ago. The gentleman sent me over pictures of the faults (which is identical to mine) and also a receipt of purchase as proof. Therefore, CarShop (Doncaster) took the returned vehicle and continued to sell it on without rectifying the problems!! They even sold the car to me at a higher price!!!
On 30/07/2018 (Mon) morning, I took the car to Mercedes and another body repair specialist for them to inspect the paintwork, both had advised me the job done was not acceptable. Too many fillers has been used and has not been sanded down properly. The micro bubbles in the paint will crack when the cold weather comes and the spray job is done unprofessionally. Later that afternoon, I had to call CarShop to speak to the CSM as again they did not contact me. I was advised to take the car in for her to inspect as the photos of the faults was unclear. The CSM advised us she will show the faults to the prep department and inform me of the outcome. A few days later, the CSM called to inform me a specialist will come over to inspect the car and will give a report to the prep department. On the arranged date, the specialist did not turn up and again another date was arranged. When the specialist came, again we was advised it was an unprofessional job.
On 14/08/2018, I received an email from the CSM informing me she will speak to the Head of Business today about my case and will let me know of the outcome. Of course no contact was made. I called CarShop (Doncaster) every week and left messages for her to return my calls NEVER did she once call me. On 21/09/2018, I called CarShop (Doncaster) and was told she was on holiday, therefore I emailed her asking her whether she has forgotten my case? I received an email back telling me she tried to call me on 01/09/2018 to inform me the they will not accept responsibility for the paintwork. I really would like to know, being a Customer Service Manager, is this the way to end your clients complaints via a phone call which I have never received?!!"