Staff from The Car Loan Centre in response to Fantastic service

Hi Jon Thanks for the glowing review, We really appreciate your feedback and have passed on your praise to Bradley and Charlie. We wish you many miles of happy motoring. 🚗

Staff from The Car Loan Centre in response to Great service

Thanks for the review Robert, We have passed on your praise to Thomas and the team.

Staff from The Car Loan Centre in response to 5 Star Service!

Thanks for the fantastic review Emily, we are always working to give the best customer service so this is great to hear!

Aaron Shovlar from The Car Loan Centre in response to Great centre

Thanks for the review Adrian, We really appreciate the kind words and Frank was over the moon with the feedback 👍

Staff from The Car Loan Centre in response to Don't

Sir, I am very disappointed to hear that you are unhappy with the service you have received, as I do not feel your experience as you relay it is representative of the experience we are able to give the vast majority of our customers. However, having read through your review I feel there are some points that I have to address, as I do not believe you have fairly represented the situation. First, I should clarify that you are not, and never have been, a customer of The Car Loan Centre, though I understand that you are writing as a representative of someone who was a potential customer. You say that you paid a £700 deposit “for nothing”. In doing so I am concerned that you are giving the impression that you somehow lost this money, when it was in fact refunded to you in full. It is true that the attempt to purchase a vehicle was spread out over an extended period of time, but you do not fairly reflect the process that caused this. The vehicle that was chosen was, as is our usual practice, sent to an independent garage to be checked and given a fresh MoT before being given to you. This is standard practice for us to ensure that our customers get a quality motor vehicle in a good condition for every purchase made. In this case the garage identified faults with the vehicle. As we will not sell a vehicle we know to be faulty you were placed in a courtesy car while the faults with your chosen vehicle were rectified. Unfortunately, after completing the work we were advised was necessary, the issues with the vehicle had not all been rectified. At this point the vehicle was taken to a second garage for a fresh diagnosis, and further work to rectify the issues that garage identified. Again, after the work was carried out, there were still issues persisting with the vehicle and it was still not of a suitable quality and condition for us to be happy to sell it. Ultimately the vehicle went to three separate, independent garages, all of which failed to rectify the issues with it. After this we brought in a specialist in the type of vehicle in question, but that specialist was also unable to rectify the issues with the vehicle. At this point we had to accept that the vehicle would never be ready for you within the timeframe you had specified that you required it. At this point we offered you two options: We could source you a similar vehicle to meet your requirements, though we were unable to guarantee how quickly we would be able to find a suitable vehicle, or we could cancel the contract, refund you all monies you had paid, and part ways. You are very critical of our Aftersales Manager, and in our view unfairly so. While we appreciate that the process was frustrating for you, we do not believe you have reasonably considered it from our perspective. Our Aftersales Manager received contradictory reports from different garages, all of which believed they would be able to get the vehicle ready for sale to you, but all of which ultimately were unable to do so. We will not sell a vehicle that we know has problems, as this may ultimately render a customer of ours unsafe while driving it. That is unacceptable to us, and we make no apology for this. At this stage I should like to point out that, throughout this process, you were in a courtesy car provided by us free of charge, for which we were also paying both the Road Tax and the insurance, so in no way were you left without transport while we made our best efforts to get the vehicle the customer you are representing had chosen ready for sale. You raise issues about an incident with our Sales Manager, who you say acted in an unprofessional manner towards you. I am aware that you also spoke to our Customer Services Director that day, who was very concerned with what you had to say about that incident, and asked you to send a complaint in to our Customer Care email address detailing in full what you said had occurred so the incident could be properly investigated by the Company Directors, and any appropriate action taken. We note that, despite this, you have never raised a complaint with us directly. We would like to offer our sincerest apologies to the customer that we were ultimately unable to help, and if you have any concerns you would like to raise with us directly please feel free, as we have previously advised you, to contact us on customercare@thecarloancentre.co.uk. Kind regards, Keith Barnes Customer Services Director