Paddy R

Stay well away.

Avoid at all costs — utterly shambolic experience I bought a 2020 car with 29,000 miles from this dealership. Within 20 miles of leaving, the engine lost power, a warning light appeared, and it went into limp mode. I called the dealership straight away — they told me to “get it sorted through the warranty.” I took the car to Eden Vauxhall, where diagnostics revealed a severe engine fault. Their team warned me that driving it any further could cause irreversible damage, requiring a full engine replacement. I phoned the dealership again. They said I should return the car but refused to cover transport costs. I asked if they’d take responsibility if the car broke down en route — they said, “if it breaks down, it’s on you.” I asked them to collect the car. They refused, saying “the customer has to return it.” They wouldn’t reimburse a transporter either, so I paid out of pocket to get it back to them. Three days passed with no contact. When I chased for an update, they said “it’s with accounts.” No follow-up, no explanation. Two weeks later, I got an email asking me to return “documents,” with no clarification. I assumed they meant the service log and V5. On day 21, I finally got a call saying they’d refund the car price — but not the cost of the warranty i also bought. They told me I had to chase the warranty company, despite the fact that I'd paid both car and warranty costs directly to them (Motorplus). It then took four more days while they supposedly “checked with a boss.” Eventually, they agreed to refund the full amount and asked for my bank details, promising the money by the end of the day. Three days later — still nothing. I chased again, and was told the payment had been returned by the bank. What action did they take when they received it back? Nothing. Only after my call did they reprocess it, and it landed in my account an hour later. The fault wasn’t “new” — Eden Vauxhall said Motor Plus would have known about the fault and flagged before the sale. I followed advice from Citizens Advice and the Consumer Rights Act, but the dealership took liberties at every turn. Without question, the worst customer service I’ve experienced in all my years. Stay well away.