Mirgen was amazing from start to finish, answered all my questions and manged to sort out some of some concerns I had regarding the vehicle.

We bought our car from Carbase in March 2023. From start to finish the experience was nothing but stressful. The only reason we didn’t go somewhere else is because Carbase had the only car in the country in the spec that we wanted at the time. Our first visit was very positive with the sales representative helping us figure out which car would be suitable for us. On this trip our favourite car was a Volvo XC60 and on inspection we noticed that it had a flat tyre. When requesting a test drive I mentioned that the car has a flat tyre and was assured it would be addressed in time for the test drive. During the test drive we had to turn around and go back to the dealer early as the low tyre pressure sensor went off for the same tyre. During the conversation with a different sales representative, Hannah, we questioned the price of the car and the additional £250 fee for the owners club. We were told that the price is fixed and set by head office, and the owners club is a MANDATORY extra that we would have to buy if we bought the car. Again, we mentioned the flat tyre and that the tyre pressure sensor went off. We were also given a laughably low price for our current car as a part exchange. My wife actually laughed. We ended up selling it through motorway.com to a lovely local dealer for nearly £2,000 more than the quote from Carbase. We decided that we wanted the car, but needed assurances that the tyre would be properly fixed and that they would perform the MOT that was due, fix the advisories and give the car a service. As soon as this line had been crossed and we were asking for basic issues to be fixed, no one at Carbase could care less about making the sale and I was endlessly chasing up to just try and buy the damn thing. I never thought I’d be chasing a car sales team to buy a car!!! After more than 30 phone calls, no call backs and 2 in person visits attempting to get these very basic requests sorted, it turned out that most of them had already been done by the Carbase garage but their communication was so bad that no one knew. During these many phone calls I asked multiple times if the owners club was an optional extra rather than mandatory. I was told by two phone representatives that it was actually optional. When I told the sales representative this in person I was met with a shocked tone of “who told you that?!”, as if someone has let the cat out of the bag and they deliberately lie to consumers to get them to buy their pointless owners club. If you actually look at the ‘perks’ of the owners club you will see how utterly pointless it is. Soon after driving the car home the tyre pressure sensor went off again and upon a FREE inspection by Halfords, the flat tyre actually had a slow puncture! So Carbase only pumped the tyre up to make it seem like it was fixed… twice! One redeeming point was that we were reimbursed by Carbase for the puncture repair and a replacement battery, as they sold the car to us with an incorrect battery fitted. I shouldn’t have had to do any of this myself, though. It would have been sorted by a competent dealer. Carbase buy their cars blind, ripping off their client and then do the bare minimum, including a piss poor valet, before flipping them for as much as they can. Avoid at all costs.

My experience at Carbase was poor. Sales team very friendly and responsive when selling but aftercare was shocking. I spent £25k on a vehicle which had corrosion on the bonnet and a poor accident repair to the drivers side doors. I bought this over the phone and was sent a video of the vehicle beforehand being assured of the condition. After delivery, I reported the issue within 24 hours and that’s when the Carbase team became difficult to get hold of. It took 10 days to agree for the vehicle to be returned (even though that’s within any consumers standard rights). On arrival at the branch to return the vehicle I was met by a sales team leader with a serious attitude, very dismissive and generally unhelpful, as if I was an inconvenience. I had to argue to get my deposit returned same day. I would recommend using another car dealer for your purchase and I’d certainly never use Carbase again.

What a waste of 6+ hours… We found a car online which we decided to enquire about - we are based in Essex. So we stressed from the start that we needed as much information as possible, and a video of the car before we travelled down to view the car..this was to make sure no time was wasted on both parts. We were sent a video of the car where some small stone chips were pointed out on the bonnet, the back and one on the drivers door. It was stated from one of the employees in that video that they were the only minor cosmetic issues to the car and there were no other things to report back to us with regards to the body work. This was important to us as we specifically asked for a body work review and video. We asked if the stone chips could be rectified before we travelled down and we were told that it would be sorted beforehand - so we arranged with the sales person to drive down, swap our car and pay for our new car on that day to prevent us from having to drive down twice. Today we drove down and was greeted by the sales person, they drove the car out for us to test drive and I couldn’t believe what I was seeing - this car surely wasn’t the one which we had been sent a video of? There were dents in the back, paint peeling on the front number, multiple scratches all over the body, the paint chips which we had been told had been repaired looked like they had been just drawn over with a black sharpie (it looked shocking), we opened the boot and diesel cap and you could also see where it had been re sprayed and there was overspray which had gone inside… If this had been pointed out to us when we asked for a honest video for them tell us about any damage to the body work we would not have wasted 3 hours driving down, and 3 hours driving back - not to mention the diesel which I have wasted. Instead the video was done in such a way you couldn’t see any of this, and none of this was pointed out on the video we were just told “there is nothing to report here”. We didn’t even waste our time further taking this car on a test drive - I might aswell have gone banger racing I would have seen cars in better condition there! The keys were given back and we walked away - we have lost money because of the dishonesty of this place, especially when they knew the terms on which we were travelling down. Yes they are used cars but when you specifically ask for a body work review and you get lied to it’s disgusting. While we were outside another customer returned with a car that they had just purchased and they said “we were driving down the road and it just fell off - I’ve only just left here with this how could this happen?” This told a whole story for us and the moral of the story is AVOID AT ALL COSTS!