ASJ Drummond Ltd from ASJ Drummond Ltd in response to Not Happy

I have just read the review that you have left our family Company and it has shocked and saddened me. Small family businesses like ours rely on the honesty and integrity of our customers when leaving a review as comments like this can have a negative impact on our business. We always strive to provide a good customer service and one thing we do not do is lie. We have cctv recording 24 hours a day on our compound, I have reviewed the footage which can be made available. The footage shows you screaming, swearing and shouting at Leigh then putting your mum on the phone who also verbally abused him. We have a zero tolerance for abusive behaviour towards our staff and the footage shows Leigh doing exactly the right thing by refusing to sell you the vehicle and removing himself from the situation. I would also ask that you do not contact our staff via their private social media to continue the abuse.

Claire Hilton in response to Not Happy

No swearing or yelling or abuse sorry Leigh ... Yet another porky it seems. Yes I spoke to you and asked why you lied and allowed my daughter to travel so far knowing the lacquer was peeling off the paintwork of an apparently immaculate car. My question was not answered and you gave the phone back to my daughter. I could only hear you shouting in the background and my daughter was in bits after being bitterly dissappointed by the condition of the car. You snatched the keys from her and drove off in temper .. not to remove yourself from any situation at all. You may release the videos if you want. You will find that you are in the wrong and your dealings here have been misleading. At the end of the day .. you knew how far my daughter was travelling and you were dishonest in the description. You sent a walk around video ... But you did not send close up images of the flaking lacquer and scratches. That would have been a better approach since you knew they were there and my daughter could have made a decision from home rather than have the disappointment that she has. Also now being £300 out of pocket and a day wasted.

Alistair drummond from ASJ Drummond Ltd in response to Mercedes. Lovely Car, Poor Service

Good Morning ASJ Drummond Ltd takes its responsibilities to its customers extremely seriously and strives to offer outstanding service every time, if our customers raise any concerns we are committed to resolving issues promptly and and in a fair and transparent way. We always work with our customers in a friendly and respectful manner and prefer not to resolve issues over public forums but will address the points you have raised. After receiving your email yesterday we were surprised to hear that the interior of your vehicle was not as expected as a full valet had been conducted as per standard procedure in our pre delivery check list and photographs and videos were taken. We have been in touch with the delivery Company and they have assured us that that you did not raise any concerns with them, not did you raise any concerns with us before funds were released for the vehicle 5 hours later. I hope you can see that we would not deliver a car 180 miles for a customer to view before purchase without making sure that the vehicle had passed our stringent pre delivery checks, however as a gesture of good will we did ask for a copy of the receipt for the valet, to date this has not been provided and our email was ignored. The car was not advertised with SatNav nor is this a expected standard feature of the vehicle you purchased, with all of these models the preparation for Garmin Map Pilot is included to make a cheap upgrade should a customer wish to do so. We will always hold our hands up to any mistakes so I would like to say that if the advert did say in any form that Sat Nav was a feature of the vehicle then we will of course supply you with the upgrade at no cost to yourself, we welcome your response on this platform so that other customers reading your review can see that we are true to our word. Any concerns that you have with missing MOT certificates we apologise for and of course can send you a copy today. We hope that this addresses all of your concerns, we are a small family run business and our reputation is everything to us especially during these difficult times. We responded to your email asking for compensation straight away and we now welcome your response to let us know how you wish to proceed with this matter.