Jacob Freshwater from Fresh Motors in response to Avoid

Thank you Paul for taking the time to leave a review, feedback good or bad provides an excellent opportunity to demonstrate to review readers how as a business we conduct ourselves in example scenarios. We are extremely disappointed to read your review but thank you for leaving a 5 star review on AutoTrader in December. Anything can be written online, but we often feel there is more value in casting judgment on a company by assessing how they react and deal with a negative review - we strive for complete customer satisfaction, but unfortunately we can’t please everyone. Paul purchased a Vauxhall Vivaro in December 2021 and in February 2022 raised concern of a peculiar noise at 51mph. Upon initial inspection we indeed managed to replicate the noise and after ruling out all obvious safety concerns and potential causes, the technician felt we needed to keep the vehicle for a longer period of time to complete a more involved investigation and testing. During our initial investigation time we replaced all 4 tyres and completed a brake fluid change all complementary, this didn’t cure the noise however, as a business we simply absorbed this cost as goodwill. Many dealerships would have attempted to recover this cost from the customer, however we simply did not. It was mutually agreed with Paul that we would book his vehicle back into the workshop at a more convenient time whereby we could complete a more involved investigation. To help support any inconvenience this may cause we provided a free of charge loan vehicle for the duration, Paul was happy with this compromise. As we all know vehicles are made up of hundreds of mechanical and electrical components, it is impossible to safeguard against every eventually and unfortunately an unforeseen event can occur. Often diagnosing and getting to the root of a complex issue can take time, during involved problem solving we always have you at the forefront of our mind to ensure the customer still has transportation and is inconvenienced in the smallest way possible. Paul dropped the vehicle off earlier than it was booked in for as it was more convenient for him, we were happy to accommodate but we made it clear at the time we wouldn’t be able to start the work on your vehicle until the booked in date. After further investigation and strip down, it was discovered the noise was coming from the gearbox, specifically the bearings, we kept Paul updated daily so he was aware of our progress on the vehicle. We were also more than happy for him to keep the loan car for the full period of time so he could remain mobile. Given the scope of the work we were reliant on a 3rd party to complete the job, it took 2 weeks from start to finish, however throughout we maintained regular contact with the Paul keeping him up to date. Furthermore during this time it was spotted Paul’s timing chain cover was starting to sweat with oil, we chose to process this claim on his behalf through the warranty provider to prevent this being an issue for him in the future. We replaced the timing chain cover and seal all free of charge whilst the vehicle was with us, some dealerships would simply ignore this level of thoroughness. We are very sorry you have felt let down by the way we handled this issue, but there is nothing further we could have done as all the repair and loan vehicle were free of charge to yourself. Unfortunately, we at Fresh Motors have a 0 tolerance for abuse towards our staff in particular the female staff on reception, so we do please politely ask you not to return to ourselves in the future.