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Had to get a new CV boot on my car which ended up taking them a week to do after endless phone calls of chasing them up. Was told when I first rang they didn’t have a trained mechanic but yet still were able to do the work. In the end, they charged the 4 times the amount other garages had quoted and acted like it was Cheep.
Reviewer has confirmed their email address
Do not hire a car from Drivalia at Border City Autos, Carlisle. When we arrived to collect our car, they unexpectedly demanded an additional £200. During our rental, a delivery van caused minor damage to the car, which we reported to Cumbria Police as a precaution. I immediately informed the Drivalia office at Border City Autos, who assured me it would be handled on return. The delivery company agreed in writing to cover up to £2,500 in damages and provided their insurance details for any excess. Upon returning the car, I was given the Drivalia Fleet Manager’s email and instructed to send all the relevant documentation, which I did in full. Despite this, a month later, Drivalia charged £1,575 to my credit card without warning. They now expect me to pursue a claim for reimbursement, and to make matters worse, a rude and sarcastic representative from Drivalia criticised MY attitude over the phone! Their behavior has been unprofessional, dishonest, and completely dismissive of customer concerns. I would never use them again.
Christopher mason in response to Do not hire a car from Drivalia at Borde
Iv had no issue with bordecity autos quite oppisite couldn’t be more helpful went out of there way to help me Sam went above and beyond customer service was excellent and understand when sorting finance and helping me get my van servicing it and mot van was clean like new can’t thank them enough
DO NOT BUY A CAR HERE, Bought a focus had a vacuum pump fault took back been fixed 3 times still not fixed. Rewound the finance. Swapped car for a Transit had it 5 mins got round corner and went into limp mode. Attitude of the staff is disgusting, total cowboy company. Stay clear
What does the phrase "dodgy used-car dealer" mean to you? • How about if your dealer took nearly 3 weeks to get the car ready? • And then gave you a date to collect the car, but didn’t honour it? • What if they kept you waiting all day and never told you that the date had slipped? • What if you complained, and they weren’t prepared to do anything tangible to put it right? • What if you took it to mediation, and still didn’t get anything tangible? Meet Border City Autos. Border City told us they’re affiliated with the AA. The AA have rules about how dealers should behave, and we felt re-assured by those rules. However Border City drove a coach and horses through the AA rules. We appealed to the AA, but they did nothing to stop them breaking those rules, before or during mediation. So the ‘rules’ are not worth the paper they’re written on! Fool me once!!!
Reviewer has confirmed their email address
Border city autos from Border City Autos in response to Are they a dodgy used-car dealer?
Unfortunately you don’t appear to be a customer of Border City Autos however your wording appears very similar to a customer who is trying to use reviews as blackmail to get an extended warranty free of charge. As it appears to be relating to the above we will state our situation on this for the wider public. You purchased your vehicle on the 12/08/2023 where you agreed to the following: 6 month free warranty Alloy wheel touch up Dent on O/S sill to rectify Full Valet Collection due 7-10 days estimate Saturday the 18/08/23 We sent the vehicle to paint on the 14/08/2023 for dent rectification and got informed on the 16/08/2023 you wanted a RAC inspection on the 17/08/2023 We collected car from body shop and had the RAC inspection carried out which was clear minus tyres and the dent which was to get rectified regardless. Our sales manager tried to contact you on the Friday as the sales executive you were dealing with was on holiday explaining there would be a delay and it would likely be day 10 not the 3 weeks you quoted in your review. (Anything relating to bodywork as a rule is 2 weeks) On the Sunday you emailed us quoting this the AA code of practice regarding poor communication. We contacted you back explaining the RAC inspection had held up the process and the sales executive you were dealing with is due back in the Tuesday. We managed to get your car to you on the 22/08/2023 We received numerous negative reviews in the coming days from you. You then contacted the AA to start mediation to get compensated for a 12 month warranty and letter of apology from the Owner to put our “relationship back in track” Stating reviews will come down when you get the free warranty. This is effectively Blackmail and something no business should accept. The AA have stated we as a dealership have gone above and beyond. We also have had no complaints regarding the vehicle in this time frame. If any potential customer would like further information on this case we will gladly discuss without breaching any GDPR rules.
David in response to Are they a dodgy used-car dealer?
Dear Reader, You see the problem; they didn’t tell me the date had slipped, so I was hanging around all day for a phone call to tell me when to go in and pick-up the car. I complained, and asked them to do something practical to put it right, and they magically transformed from “couldn’t do enough” to the type of behaviour you see detailed in this review. If that doesn’t concern you dear reader, then – by all means – buy your next car from Border City Autos. Dear Border City Autos, 1. Blackmail is a criminal offence, i.e. something you would need to prove beyond reasonable doubt. 2. However, you may be interested to know that libel (making a defamatory statement in writing, such as falsely accusing someone of blackmail) is a civil matter, i.e. something I would only need to prove on the balance of the evidence. There is no stipulated prescriptive period, so you are still transgressing the AA’s so-called Gold Standard customer service that are supposed to make sure, “...you get looked after both before and after sale” (not that the AA will do anything practical to make Border City adhere to the rules). 3. There is a factual inaccuracy in your statement above; we took posession of the vehicle on 30 August – which is nearly 3 weeks after we put the deposit down. Had the car been available for collection on the 22nd, we wouldn’t have been inconvenienced on the 26th in the first place. The reality is that the vehicle was in your posession for the MOT (on or about the 23rd) and the annual service (on or about the 28th). 4. It is self-evident that – had there been a problem with the car – Border City Autos would NOT be in my short-list of garages entrusted to perform repairs.
I got my Toyota from here and the gentleman were brilliant from start to finish! They kept me informed of everything they where doing with the car. Would definitely go back and get another car from here
Reviewer has confirmed their email address
Recently bought a Nissan Qashqai from this garage , we dealt with Dave for out purchase and nothing was to much trouble , everything explained well , test drive was a pleasure and no pressure to buy at all , we needed the car quick due to ours failing it’s mot and they did not let us down , 72 hours later by hard work from all staff involved we collected our immaculately presented car , big thanks to Dave and the whole team for a stress free car purchase , 10/10 from myself and frank , will be recommending to friends and family and will be back in the future , hope you all enjoyed the sticky toffee pudding 😊
Over all we experienced very poor customer care from this company. They determined a date we could collect the car, and didn't let us know when they changed it. This meant a wasted day for us and also meant rearranging car hire at very short notice. They delayed the collection date further and again we only found this out by accident. There was zero interest in putting it right in any way. Not a proper explanation, no offer of a courtesy car and no form of compensation. They were defensive and their emailed response appeared to both criticise us for complaining and blame us for the car not being ready ON THE DATE THAT THEY HAD DETERMINED. They managed to turn what should have been a happy, cheerful experience (shopping for a car) into a stressful, joyless experience. Judging on their performance thus far. I'm not holding my breath on the free warranty. For the above reasons would not recommend to Friends, Family or Neighbours.
Reviewer has confirmed their email address
Andi in response to Would not come here again!
To be fair to this company, we have been in contact and negotiated a fair resolution. And so I'd give them 3 stars now.
Andi in response to Would not come here again!
Sadly this company did not follow through with a resolution. They appear to have double downed on poor customer service. Would not use again
Would not reccomend this place, reviews seemed awesome when we looked, got my first car from here, spent over half the cars worth on repairs in the first 6-8 months. Not long after driving away car was faulty, ended up losing a good chunk of money, buyer beware is all il say.. not everythings as good as it seems
Got a Jaguar XF of these cowboys and I’ve been told it’s been crash damaged and poorly repaired! Central locking didn’t work and it took them 3 months for them to repair it but now there’s a problem with the turbo the car is in limp mode ! I honestly would say DONT use these ! Use a main dealer you will get better customer care ! Appalling backstreet dodgy dealer
Reviewer has confirmed their email address
Worst car sales experience ever! Vehicle not fit for purpose, BCA not trustworthy and a waste of time. This garage was willing for me drive and purchase a car that was unsafe and unfit for purpose: Handbrake not holding, loss of brake pedal pressure and a clutch that was shot. Despite it having 12months MOT put on it 2 days before, a service done and undergone their own safety checks before my arrival. Skoda Fabia 1.2TDI Reg MK11 TLZ Context: The vehicle was reserved, waited 11 days while it was prepared including putting it through its MOT and undertaking anything required for the MOT. Communication was good, they understood I was travelling from Edinburgh to collect the car and reassured me that they wouldn't let me drive away in a car that wasn't sound. Brakes and EGR vale was done for MOT. Travelled on the train from Edinburgh to collect the car at the agreed time on Saturday. The car was still being valeted. It was clear on the test drive that the vehicle was unfit for purpose and unsafe as the clutch had no biting point, the pedal was right at the top and wouldn't stall easily. The handbrake wouldn't hold on a hill or on the flat to test the biting point. Then the brake pedal lost pressure several times. I was really disappointed as this was the vehicle I wanted, I had travelled down from Edinburgh and was reassured by BCA that it would be thoroughly checked over and ready for me. The mechanic available confirmed that the clutch was shot and that the brakes needed bleeding within minutes. Why wasn't this picked up before with all their promised checks? They couldn't tell me when a new clutch could be fitted and a manager wasn't available to speak to. After test driving a dangerous vehicle I had to pay a premium to return to Edinburgh on the train with no car. A waste of a day's travelling, £50 train ticket firs and no compensation No one from BCA contacted me to apologise or discuss the situation and options available. When I phoned late on Tuesday the manager, Chris, wasn't available. They wanted to give me a refund so they could sell the vehicle on quickly without discussing it with me or responding to my concerns of how I was allowed to test drive a dangerous vehicle and that their own checks were clearly failing. There is no clear complaint procedure. The manager wasn't made aware of my compliant until Wednesday! Finally, the vehicle was up for sale for £400 more than originally advertised before we had an agreement to return my deposit. So they are passing on the cost to new buyer, if they do actually properly investigate the issues and repair them. Instead of a refund, they accidently charged me the deposit again which came out of my account immediately and I am still waiting for the refunds.
Reviewer has confirmed their email address
Border City Autos is an Independent dealership that is based in Carlisle. If you’re the owner or employee of this business, please send us a little bit of information about your dealership and why customers should come and visit.
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Manufacturers: Sells a variety of makes and models
Independent Dealership
Border City Autos
Crown Street
Carlisle
Cumbria
CA2 5AB
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