Sarah in response to Frankee

I'll start by highlighting that I am not a customer at this garage & nor will I ever be. I've had no direct dealings with the dealer but was so astounded by what I witnessed today that I feel compelled to warn others. What I write is based on what I've personally seen & heard so I'd like to clarify that this review is completely factual & not based on heresay. An associate of mine purchased a car from this dealer last week (finance vehicle), she was asked to pay a £200 deposit to 'hold' the car until the dealer had received payment from the finance company. She was issued with a reciept, which I've physically seen, that outlines the deposit is refundable. Based on the dealers own estimation the deposit should have been refunded, in to the nominated account, last Friday (02/09/16). On finding that the monies had not been returned she made a call to the dealer. I did not witness this particular call so can only describe what she told me & that was that the Director of the company, Martin Downie, became verbally aggressive over the phone. He then followed that with text messages which I have seen. His wife (and fellow Director), Lyn Downie contacted my associate & displayed a better attitude. She made assurances that the deposit had been processed & would show in the account in due course. My associate then left a factual, honest, review on this site. The Director must regularly search the Internet for poor reviews (I wonder why???) because she seen it. She sent a text message to my associate last night informing her that there was a problem with the deposit & to give her a call. Numerous attempts were made to call her with no response so she made a call direct to the garage. I witnessed this call, she remained polite & spoke with a low voice at all times. She maintained that she was legally entitled to receive her deposit but whilst talking to the employee who answered the phone the Director, Martin Downie, cut in with a barrage abuse & terminated the call. Shortly afterwards Lyn Downie called her. I personally recorded this call for her. I couldn't believe my ears, a Director of a company speaking to a customer the way she was? Outrageous. She was rude, abrasive & accused my associate of verbally abusing her staff. That just didn't happen. She had read the (factual) review & stated that as a result, she was withholding the deposit. She was reminded that legally, she cannot do that. She admitted that but said she was doing it regardless. I couldn't, and still can't believe this woman's conduct on the phone. She then demanded that due to the apparent 'abuse' her & her staff had been subjected to by my associate that they wanted the car returned. ASAP. This was barely a back & forth conversation. She barely allowed my associate to get a word in. A text message followed this call. My associate contacted Citizens Advice & Trading Standards. It transpired that this company is already under investigation due to the frequent aggressive behaviour from the Directors & because they mislead people about the condition of the cars they sell. On the advice of the above agencies a formal complaint was submitted to the dealer via email. In their replies they continued to display irrational aggression however, they did acknowledge that they would return the deposit. They continue to demand that the car be returned to them. Legally, they cannot make such a demand however, I'm unsure at this time if she will decide to return it & sever ties with these people. I have never encountered customer service like this before. I was so shocked & outraged that I made the decision to post this review to warn others. Unfortunately, on searching the Internet I found that many many people have been in this same situation. The abuse & aggression seemed an all to familiar story. Ultimately finance companies will strike them from their approved list. This will be fought until the end. A small claims case will be lodged in court if this company do not comply with their legal responsibility. Their conduct is outrageous, I've yet to meet adults who behave that way let alone those who are in the customer services industry. I have searched for this company on Social Media. They aren't on any Social Media & I suspect the reason would be because of the constant poor reviews they receive. Avoid Drumgray Vehicles at all costs!