Luke Davies from Coopers Car Sales Ltd in response to Mis sold vehicle

Thanks Louis for your review. Constructive feedback is always appreciated. However in this instance I feel that we at Coopers Car Sales have indeed not miss-sold you a vehicle at all and you have chosen to omit some rather major points, I will explain thusly. Firstly we prepped the vehicle to your standards, most certainly did valet it and then secondly delivered the vehicle to your door as you requested. All the while taking phone calls from you outside work hours to try and help as best we could. When you called to complain of a broken lock we sent you a replacement lock as you refused to bring the vehicle to us to fit it. The lock indeed is merely a £13 lock as that is what they are fitted with from the factory, it's a no nonsense design. If we were able to fit the lock ourselves, i'm confident that there would be no issue. You then complained of an intermittent problem with a parking sensor. You were sent a genuine Ford sensor, again because you refused to bring the vehicle back for us to fit it. Again this isn't a problem as these items can be fitted rather easily at home without any diagnostic equipment. You then phoned some 5 months later to complain of an AdBlue fault. We offered of course to investigate the fault and repair it free of charge for you under warranty, and supply you with a courtesy vehicle whilst the repair was being conducted. The reason for this is because we would need to conduct a diagnostic check on the vehicle prior to a repair. You refused this offer and quite blatantly (and rather aggressively) told us that you would leave a negative review if your demands were not met. This is an attitude that we have not seen from any of our over 10,000 customers. This we firmly believe this is an incredibly unfair and unrealistic approach to the matter. The telephone was never put down on you, this is simply false. To re-cap, at no point have we ever refused to repair your vehicle and at no point have you ever had to pay a penny to have any fault rectified no matter how small on your vehicle. We have sold over 20 vehicles to the Leicester area this year alone and this is the first time we have encountered any problem with a customer. You explained that the reason you bought this vehicle from ourselves in South Wales and not more locally was because the deal was favourable. I'm sorry that you feel upset that we aren't able to meet your demands in regards to the nature of the repair but we feel that we have done all we can to help. The offer of the repair is still available to you of course. The mileage discrepancy would simply be because we had to deliver the car miles away to you. Driving the vehicle will put miles on there. Best regards Luke Davies Manager