Dear Mr Frank Dace, I just wanted to start by sharing with you i am not normally a person who complains. I normally just shop with my feet and would normally choose not to shop with a company who provide poor service. So as a director of a multinational blue chip company and who has young family, the service must be poor for me to take the time out to contact you. In January i purchased a BMW 6 series from you at a cost of around £20,000. At the time of purchase i had no problems with the service, there was a little bit of “hard selling”but nothing more than i would expect in that environment from Frank (sales colleagues) and a colleague who deals with the finance. They were both really recommending your financial products heavily over my Bank and were overcoming all off my objections to getting credit from other cheaper outlets. None of which was bad service just a little full on, this is not my complaint as they did manage to discount the products and services to get my payments lower and close the sale. My complaint is from the service i have received when I contact your garage to explain a couple of faults with the car. I took the car to Halford’s Autocentre’s as I had a problem with the accelerator - The car had a lack of power when putting my foot down. I paid for a major service - They changed all the parts in a major service but this didn’t correct the issue. There engineer recommendation was to take it back to yourself. I explained that you only offered a 3 month warranty but there response was that any large good garage would fix a car of that age and price and the fact that I had only had it for 7 months. The other issue they found was that the back rear tyre nut were over tighten and they could not remove the wheel and were worried about damaging the wheel if they did. I rang up and spoke to Glynn the service manager who gave some of the worse service i have ever received - He was obnoxious and overly difficult. He told me as my 3 months has gone it was tough. So i said to him are you saying “outside of my three month warranty its tough shit?” He replied yes. At the time of the call you had a fire alarm and Glynn promised to call me back - This call didn’t happen so i had to ring up three more times that day and each time he was “busy” and the lady assured me he would ring me back. Again no call back. As you can imagine this is terrible service and one you would expect. This was on the Friday, I tried several more times on the Saturday but no answer at all, so i sent you an email though your online website. Not expecting much i did receive a call on Monday morning from Jason the branch manager. Finally someone who listen and was accommodating - Jason offered to fix the over tighten nuts and replace the nuts if needed and would supply me 2 rear wheel tires at cost price as they were low on tread and he would complete a free diagnosis of the faulty and would discuss any further action from there. I agreed to bring the car in over the weekend, Jason asked me to confirm the tyre sizes. I rang back on several occasions and could get through to anyone so i again i had to send an online request through but because no one answered i didn’t want a wasted journey so i didn’t bring the car up as i knew the tires were being brought by a garage down the road that wasn’t open on a Sunday but Jason said you would get the tires ready for me to come down. So an other week passed i finally got hold of the garage and agreed to bring it up on the Thursday, I took a paid day off and drove 60 miles to your garage where I meet Glynn in person who was he usual obnoxious, difficult self, to the point where he took my keys from me without taking any details like phone number and list of issues with the car. He just said “I know who you are”. It seem he really didn’t want to even look at my car. I went into town and within minutes Glynn rang me to tell me that the price Jason had quoted me for the tires was incorrect and would be 50% more plus VAT. Still a good overall price i did agreed. A couple of hours later i received a call from Glynn saying that they thought they knew what the problem of the car was, it was a common fault with the car but not common enough to trigger a recall. Glynn told me the part would cost £89 and £35 labour charge (so a relatively inexpensive repair). I informed Glynn i was unhappy to pay anything for the car to repair with a “common” fault after just 8 months. I have since spoke to BMW dealership garage Halliwell jones in Chester and they have told me what Glynn told me was a load of rubbish and it is not a common fault. Jason also seem annoyed that Glynn had shared that information with me. Again the attitude from Glynn was take it or leave it and very confrontational. After my experience with Glynn I asked to speak to Jason as he was the only to have provide any form of after sales so far. However this time Jason attitude had also changed and was very uninterested and goaded me take the matter further with trading standards, explaining that he deals with them everyday and that he ran this big turn over garage. He would not budge and when i said i would take this further he told me not to bother getting my tries done. I told him i couldn’t believe he is attitude. When i arrived and i saw Glynn he told me Jason had told him not to look at the car, so the tries hadn’t been changed, the wheel nut hadn’t been changed. I explained i had travel 60 miles and you had done nothing you had promise, reluctantly Glynn agreed to sort the wheel nut so i could at least get it off in an emergency. Unfortunately, the locking nut had been damaged when when Halford’s had tried to remove the nut and Glynn said he couldn’t even try. I said you must have a spare locking nut. Glynn very sarcastically said “what i would prefer the nut to tight or too loose and fall off?” My partner couldn’t believe the conversation we were having. I ask Glynn to look in the garage as BMW only have a selection of about 20 different styles and most big garages have these, you did have them and he arrived back 2 minutes later - Again he was just being difficult - He put zero effort into trying to get the nut off - The car was moving because the hand break wasn’t even on properly. Due to having to leave, we left with zero work done and out of pocket. Glynn still tried to argue you had given good service. I hope you can read this and understand the service level are pretty shocking and go about fixing this issue. Issues that i require you to put right; 1. Back locking rear nut over tighten and needs taking off and replacing 2. Fix the problem with the accelerator 3. 2 new rear wheel tires - Jason also agreed to give me an inflation kit as the new tires weren’t run flats 4. 2nd Car key (Not mention in the letter of complaint but Frank the sales colleague agreed to contact the previous garage and have it sent through to me, which he hasn’t. I have contact the garage before the fault with the car and have also complete an online email form) I hope we can get these fixed quickly and after my wasted journey feel these items need to be rectified with no cost to myself I didn’t want to have to escalate it further but I feel very aggrieved and will do so if I need to. I have spoken to trading standards and they have asked me to contact you direct in the hope that you can resolve it and give you 7 days to respond before opening an official complaint. They have also directed to a web page where this text applies to this situation and from the information i have shared with them (this email, they feel i have a good case). Second-hand car from a dealer When you buy a second-hand car from a dealer, you have the right under the Consumer Rights Act (which replaces the Sale of Goods Act from 01 October 2015), to expect the car to: * Be of satisfactory quality (taking into account its age and mileage) * meet any description given to you when you were buying it (whether in the advert or in discussions prior to sale) * Be fit for purpose (for example, to get you from A to B safely) For the overall age and mileage this car doesn’t satisfy point 1 or 3 If the second-hand car does not meet these requirements, you have the right to claim against the dealer for breach of contract. If something you buy is not 'as described', or if the seller is guilty of misrepresentation, you're entitled to: * Give the second-hand car back and get your money back * If you want to keep the car, ask for compensation (usually the cost of any repairs it needs But if you buy a second-hand car that was not described as being in excellent condition or good working order and it breaks soon after you buy it, you don't have any right to reject it or to claim compensation. Reading the last passage it says i would be in my rights to return the car, I am not asking for this but may look at this avenue if I don’t get the items fix in a responsible period of time. I do not want to escalate this further to trading standards or even the small claims court of which i have looked at and spoken to a colleague who deals in Law. Although the cost to me to raise the claim is only £105 and even if i were to loose I can not be charges for your time and cost, like you i am sure we could all do without the time and hassle Regards Matt

Great dealership. Christian took good care of me and gave me great tips. The process was quick and painless. I am now a proud new owner of a beautiful BMW 3 series. I would recommend this dealership to my entire family. Simply the best!!!