Anonymous

Terrible awful place

Don’t purchase a car from these people!! I had the worst experience buying a car from imperial! They don’t care about you once you’ve driven away.. be warned, below is my experience 17/06/19 I purchased a Volvo XC60 2015 registration number HY65 UBL, when we inspected the car we noticed it had been damaged by a member of staff in another vehicle.The lady who was looking after us apologised and said the damage will be fixed, we just need to arrange a time that best suits us and it should take a day so if we brought it first thing we could pick it up later. I would just like to address now that we live 45 minutes away, so even though the damage wasn't a fault of ours we were happy to drive there and back. My husband arrived at 8:30 am handed the car over and told it wouldn't be ready until Monday and heres a courtesy car, not a problem my husband would leave early from work and exchange vehicles. Monday came and my husband left work drove to imperial to be told it would be tomorrow, Tuesday came got a call to say car still not ready, Wednesday came my husband couldn't take anymore time off work as he's self employed and was fed up of being messed around so I heavily pregnant put my 2 young children in the car and drove half way to Southampton to be told by my husband to turn around as the car was once again not ready. I emailed and called customers services to express my frustration , I told them I would like the car to be returned to me in the morning, I was reassured that, that wouldn't be a problem. Thursday morning came I called to get a rough time as I had a hospital appointment they said it'll be back by 10 the driver had left , this never happened after countless calls until 2pm to see where he was, he when finally turned up. I had missed my hospital appointment , my son had missed a day at childcare. The gentleman turned up with 3 of his sons, one of which was sick getting out of my car at this point you can imagine how distressed and upset I was, the gentleman told me he had been called in on his day off hence why he had his sons, I couldn't believe how a big company like yourself could be this unprofessional. We booked the car in on the 09/09/19, I emailed before to say our service light was on and could we upgrade to a full service and pay the difference, this was not a problem. The car was ready in a few hours it flew through with no advisories which we were obviously relieved about, unfortunately we didn't have the service book in the car so it was unable to be stamped. We have tried a few times to get the book stamped but no service team have been available or closed. In a matter of weeks the service light came on again, frustrated I took it to our local garage as I couldn't drive all the way to Southampton. I explained that it had just been through a full service and it came back that there was no issues or work needed for the car. The garage called me while they had the car to ask me when exactly I had a service so I got all the paperwork from imperial and went down to the garage , where I was told the oil was sludgy and had not been cleaned despite an invoice stating that you had changed and done the oil. Another major fault which wasnt picked up was the break pads were worn down by 2/3mm which according to motor policy anywhere between 2-5 mm should be an advisory. I had driven less than 1500 miles since the mot how could they've worn down this much. Looking through the paperwork from imperial again they were ticked green and there was no written evidence of there level of brake pads. I paid the invoice from the garage for the work and I was told the reason the light keeps coming on is the EGR valve another problem that should've been picked up not just reset which is obviously what was done. I have 3 young children, if I hadn't of taken the car in for this light I wouldn't have known about the brakes so you've put mine and there safety on the line and this is something that I cannot forgive or will let you get away with. The stress, upset and safety of my children hasn’t been a concern of imperial when dealing with my complaint