Rach

Horrible, felt scammed.

Was told we had 24 month warranty. Given the document signed both by salesman and my partner. Van needed to be fixed so called and already I knew this was going to be a red flag whilst speaking on the phone. We are 18 months since purchase, so as far as we know, in warranty. We say we have the papers, she said is it handwritten or typed, it was typed... and signed when we were given the keys. They said to ring recovery to pick up the van. When we called recovery, they asked if our address was in Warrington, we said no. We were under the wrong name and address. However, it was still picked up, didn't think anything of it. My partner took the paper with the 24 months on, and they said yeah it's in black and white, we will carry out work under warranty. Then to be told, after the work was complete, you're going to have to pay, it was an admin error at the time of purchase (18 months ago) and a letter was sent to us to say we only had 12 months! We argued for a while and I asked why wasn't this checked and we never received any letters, no emails. Well, I think it clicked for her when she finally let us get our side of the story and told her the recovery nearly went to the wrong address, that the warranty was in the wrong address (not our fault) and so we actually did not receive the email. Was treated snotty the whole time, and told 'fine' you don't have to pay the money but you're not under warranty. We didn't care about warranty at that point. I'm not sure why we were still being made to pay up until that point, when it was an admin error and they didn't make sure we were contacted. She said she was bringing out a signed copy of a 12 month warranty that was signed by my partner, ha, the 2 minutes she said it'd take took 15 and it came out unsigned, and tried to say the printed signature on another piece of paper which didn't have a number on it was the signature. I tried to say how come we have the 24 month one in the car signed by both people then, but she wouldn't ever let us finish a sentence, yet when we first met her, and had barely gotten out a sentence she tried interrupting then had the nerve to say 'can you let me finish'. She had am attitude before we even spoke to her. Amazing customer service. Like others have pointed out, they are amazing at contacting you whilst selling to you. As soon as you've bought from them... you're on your own and it felt as though we were being scammed. Make your staff competent. Yes mistakes are fine but when you're being told we have proof and no emails and no letters, do some research on your side and maybe you'll figure out that you were in the wrong! Not one apology for the whole mess! It was their fault and caused stress for nothing. Surely if you made a mistake and gave the wrong warranty, that's not on the customer to then pay, and surely you would make sure they were contacted! Sending a letter doesn't guarantee it arrived to us! You have phone, and email. We also met 3 other people there that day having problems and bonded under the notion, we'd never use you again and will 100% directing people elsewhere.