Ronnie

: 🚫 Avoid Multipoint Burnley – Awful

We recently had a terrible experience buying a car from Multipoint Burnley. From the moment we received our valuation to the day of collection, the whole process was frustrating and disappointing. On the day we were due to collect the car, we were told it had an engine warning light, which turned out to be completely inaccurate — it was actually just the tyre sensor light. We had the car fully checked the next day, and there were no engine faults whatsoever. I raised a formal complaint about the way we were treated, but it was handled appallingly. Despite being told I’d get a responds within 3 days on the website , no one contacted us with that time frame. My husband was called eventually, and requested they called me, this call never materialised . I had to chase them and raise another complaint. Even after I specifically asked to be contacted in writing, they continued to call instead. When I was finally called, it was obvious they hadn’t reviewed any of the evidence I’d submitted — including diagnostics and written proof. They seemed to rely entirely on the site manager’s version of events, completely ignoring our side of the story. And today’s interaction just shows the level of “customer service” they provide. I was actually asked, “Were you there at the purchase?” — I asked again for them to look at the evidence I’d sent instead of just taking one person’s word over another. When I asked for reason for this call, as all the evidence is in writing, the sarcastic response I got was, “You’ve asked for that to be summarised in writing.” This is the level of aftercare and service you can expect — absolutely shocking. I wasn’t originally going to post any reviews — I wanted to give them a fair chance to resolve my complaint. But after how this has been handled, you can see exactly why I’m posting this now. We’ve since purchased a new car elsewhere with the exact same valuation, and you’ll be surprised to hear — no engine light this time! When handling a complaint where both parties were not present, it is only fair and reasonable that the evidence provided is fully reviewed before reaching any conclusion. In this case, I submitted clear evidence as part of my complaint — including written correspondence and diagnostic reports — yet it appears this has been completely overlooked. Instead of conducting a balanced and thorough investigation, it seems the outcome has been based solely on the site manager’s version of events. This approach is unacceptable and shows that the complaint has not been properly or independently investigated. A fair complaint process should not come down to one person’s word against another’s, relying solely on internal opinion or assumption. Honestly, we’ve had a lucky escape. If anything had gone wrong with that car, I wouldn’t want to deal with a company that handles complaints like this. Stay away from Multipoint Burnley.