Chloe
The worst customer experience I’ve had.
Disgusting behaviour on every step of the way. Please please please be careful of using this company, I found my car through Auto trader, originally when speaking with Rob he was very informative and couldn’t do more to help but was a bit pushy with the holding fee didn’t think much of it, went to see the car loved it, brought my car with me, was evaluated on site and an agreement was made for a part ex. On the day of coming to get my car, the manager Andy asked to look at my car again, he then called Rob outside leaving me sitting there pretty awkward and uncomfortable, he then took me to my car and said he wasn’t happy with it, now nothing had changed with my car from the point it was seen to start, there was a cigarette burnt on the chair I had inherited from the previous owner which I disclosed over the phone and was visible when Rob valued it, the alloys on 2 of the wheels scuffed, again all on there prior. I then sat there whilst the manager said it was Robs fault and he was promised a lovely car and wasn’t getting one (at this point management belittling their staff I should of ran a mile, my car I was trading in was a great running low miles, yes it wasn’t perfect but I had taken car of it and the words he was using wasn’t very nice.) I only got a new car as we want to turn the new one into a camper so the car was not in bad nick, after going backwards and forwards on a new price for the part ex I agreed that instead of have the £500 returned to me a combo of my holding fee and the extra of my settlement figure to just call it £250 to stop the awkwardness. I wish this is where it ended….. I bought the car in the 16th of July, the 6th of August my old finance comes out when I question with the garage the finance hadn’t been paid off and I was told it wouldn’t be paid off until the last day of the settlement quote…… and told on the phone that’s the way it always is, now this is my 5th financed car and everyone I’ve spoken to including both finance companies agree this is not correct, I was being papped off once again by Rob in a very passive tone. I had to wait nearly a month for my holding fee to be refunded I kept calling and was told give it 2 more days, give it 1 more day, anything to shut me up basically. Until my husband had to call 4 times in a day and would you believe it I got the payment back the same day…… Now if this wasn’t all bad enough, I’ve now been charged late payment fees from my old finance company because they paid the settlement quote late…… I’ve emailed them with the emails from Alphera asking to be compensated and a reason why and shock horror im being ignored, followed up again and would you believe it…. Nothing from them, so I now have to pay fees that were not my fault to avoid it going on my credit file, thank everything the car itself hasn’t failed me but I urge people to run a mile I have honestly never been treated this way and I will ensure no one I know will go near them, not out of spite but just for the sheer stress and lack of customer service. Cowboys! Before you reply to this review please reply to my emails many thanks.