MR RICHARD P E TUSTAIN from Country Lodge Cars in response to Unprofessional and careless

So this was an enquiry on a Citroen ds3 we had in stock. Had multiple texts and enquiries from 2 different numbers on the same car which turned out to be for the same person/family. Wanted out of hours appointment that could not be achieved due to personal commitments. Wanted to come down Friday at our closing time of 5pm, but unfortunately Friday I had to leave at 4pm to deliver a car to a customer to Bristol, so booked a viewing for Saturday and customer was told to call before on Saturday to check availability which they did, it was never implied that the vehicle would be held. Unfortunately a customer walked in at 3pm on the Friday before I left and purchased the car. This news was broken to the customer on Saturday morning and we apologized that it had sold. We do not hold cars unless a deposit is given to reserve a vehicle, this is clear on our website. No deposit was offered. Its bad luck but unfortunately this does happen, and this is just a customer who is unhappy for missing out on a car. No messages were ignored, some messages from the different source were not responded to as it was the same family and had spoken to the father. If we were only interested in money I would have tried to get them to leave a deposit without seeing the car, we do not work like that, we only take deposits over the phone when customers offer them to reserve a car, we never force or pressurize people. Lack of pressurizing over the phone may be misinterpreted as lack of enthusiasm but this is not the case. If you want to read our reviews that we get check our website, all verified customers who have actually visited us, seen and purchased our cars. Unfortunately these sites are open to reviews by anybody, even people who have only made a phone call, people who have not even met us or seen our cars, and there is no way of us following up on them apart from leaving a truthful a response. We are in the business of selling cars and providing excellent customer service, it is not unprofessional or careless to sell a vehicle which has not been sold or reserved, its business.

Anonymous in response to Unprofessional and careless

Was not out of hours Friday. Asked to come down for 4pm. You claim to be open until 5pm. Then magically sold the car that day too. Saying we could go down Saturday morning and nobody else was interested in the car implies that it will be there Saturday and yes come down and view then. You didn’t even bother to inform us that it had sold. Nor did you know the 2 queries were related until the Friday - I messaged on the Monday and had no response, you then found out Friday (4 days later) I was related to the man who had also called during the week. You could have avoided all this by informing us Friday or Saturday that it had sold. It’s just rude and careless.

Richard Tustain from Country Lodge Cars in response to Poor

Bought a car for £1500 and complained from day one. Wanted to return it “because it was French” then invented problems to reject it. The car had a fresh mot with no advisories when purchased. She also lives on a farm, and we have a concrete forecourt on a main road. And accuses us of having rodents? Awful person and such a shame as we have had nothing but nice customers .

Phil in response to Poor

Hi, what make and model was this vehicle?

Richard Tustain from Country Lodge Cars in response to Poor

Woman was a nightmare from start to finish, wanted to change the car within a month as it was “French” then we fixed a couple of faults with her , then started complaining about a non existent fault which another garage happily took money of her to repair. Accused us of having rodents, she lives on a farm.