Marcin H

they don't care about safety

To Whom It May Concern, I am writing to express my deep dissatisfaction with the service I have received from Stoneacre, covering the entire process from the initial vehicle purchase through subsequent repairs, complaints handling, and customer service interactions. My experience has been overwhelmingly negative and has caused significant inconvenience, financial burden, and stress for myself and my family. 1. Vehicle Purchase and Finance Agreement Issues On 11 March 2025, I visited Stoneacre Sheffield Honda to view a Volvo V90 in blue, intending to part-exchange my Audi A4 for a larger vehicle suitable for frequent motorway travel and trips across Europe. During discussions with Tony, the finance representative, we agreed on the following: Monthly payment would not include any additional services such as warranties or breakdown cover. Monthly payment would not exceed £440.00, which was presented as the lowest possible rate. However, upon reviewing the finance documentation, I discovered an additional £1,250.00 had been added for a five-year warranty and other services—items I had not agreed to. This felt misleading and unprofessional. After multiple calls to head office, the extras were removed, reducing my monthly payment to £411.90. While this was eventually resolved, the process was unnecessarily stressful and left me feeling deceived. 2. Delayed Vehicle Collection and Poor Communication After accepting the revised finance on 17 March, I expected prompt delivery of the vehicle. Instead, the car was not ready for collection until 26 March, requiring daily follow-ups from me. The delay was due to a rocker gasket replacement at Stoneacre Volvo, which was further delayed because Stoneacre Honda had not authorised the repair. I had to chase both sides repeatedly to expedite the process. 3. Persistent Mechanical Issues and Safety Concerns Shortly after collection, I noticed vibrations during motorway driving. Initially, I attributed this to the car’s design (R-Design suspension) and the condition of the alloys, which were visibly damaged at purchase. To eliminate potential causes, I: Paid for wheel refurbishment at my own expense. Later replaced the refurbished 20-inch wheels with brand-new 18-inch alloys and tyres, financed through Snap Finance due to escalating costs. Despite these efforts, the vibration persisted, particularly at speeds between 68–74 mph, raising serious safety concerns—especially as I frequently travel with my children. 4. Stoneacre Service Visits and Inadequate Repairs Visit 1 – 28 July 2025 (Stoneacre Volvo) I reported the issue and stressed the importance of safety before a planned trip to Poland. Despite my concerns, I was reassured the car was “all good.” No courtesy car was provided. Trip to Poland – 10 August 2025 The vibration worsened significantly during the journey, to the point where I feared for my family’s safety. Upon arrival, a diagnostic check revealed a damaged passenger-side driveshaft. Unable to source parts abroad and uncertain of my consumer rights, I arranged recovery of the vehicle to the UK and alternative transport for my family—incurring substantial additional costs. Visit 2 – 27 August 2025 Stoneacre replaced the passenger-side driveshaft. While this improved the issue, the vibration persisted. Again, no courtesy car was provided. Visit 3 – 29 August 2025 I was informed the wrong part had been fitted previously, necessitating another replacement. Even after this correction, the vibration continued at high speeds. Visit 4 – 03 September 2025 I was later contacted and asked to bring the original wheels, as testing with wheels from another vehicle reportedly stopped the vibration. I delivered the wheels on 03 September using my wife’s car. The vehicle remained at the garage without updates. On 08 September, I called and was told the workshop had not had a spare ramp to continue testing. After escalating to the Service Manager, the car was inspected that afternoon, and I was asked to collect it on 09 September with temporary wheels fitted. After motorway testing, the vibration persisted, now noticeable closer to 80 mph—likely due to downsizing of wheels during testing. Visit 5 – 10 September 2025 Returned temporary wheels to Stoneacre Volvo. The Service Manager escalated the issue to the Regional Service Manager. No resolution was provided, and I had to collect the car still faulty. 12 September 2025 After chasing Stoneacre Volvo, I was advised they would liaise with Stoneacre Honda (the selling branch). Later that day, Stoneacre Honda contacted me, stating they would consider what resolution to offer and promised a callback on 15 September. 15 September 2025 Stoneacre Honda proposed a “final attempt” to fix the vehicle, with no alternative options offered. I agreed to return the car on 29 September for two days of diagnostics, with a courtesy car provided. Visit 6 & 7 – 29 September to 22 October 2025 The car remained with Stoneacre until 22 October. During this time, I was asked to bring a spare set of tyres I had purchased to assist with testing—again at my own expense and inconvenience. After collecting the car on 22 October, the vibration persisted despite all efforts. At the last visit, the Service Manager assured me this was the final attempt and that if unresolved, the case would be escalated to the complaints team for a refund. After reporting that the issue remained, I was told I would receive a call within a few days. Instead, I received an email. 5. Escalation and Further Frustration I do not understand how, after eight separate visits, Stoneacre still required another booking for assessment. Following my reply on 29 October, I heard nothing back. Due to my work commitments and limited phone access, I asked my wife to chase Stoneacre for an update. During her call, she was: Diverted between complaints teams, told we had no right to reject as we were “out of terms.” Told by head office that we were not eligible for a refund. Finally transferred to the Service Manager at Honda Sheffield, who admitted he had spoken to Volvo Goole, identified the issue as a faulty bearing on the driver-side driveshaft, confirmed he had felt the vibration during a previous test drive, and stated the part had already been ordered—all within a five-minute call. This is unacceptable. After repeated assurances that the car would be repaired or refunded, the issue was diagnosed over a phone call with my wife—contradicting previous claims that “nothing was wrong.” Since then, I have spoken to the complaints team multiple times, only to be threatened to bring the car in and told that under no circumstances would I receive a refund. I was informed that Stoneacre now “does not believe anything is wrong” and that it is my responsibility to prove the vehicle is not fit for purpose. The car has been booked for yet another assessment on 22 November, but based on prior experience, I have little confidence in the outcome 6. Additional Costs and Repairs While attempting to resolve the vibration issue, I have incurred further expenses, including: Multiple wheel balances. Cambelt replacement. Rear shock absorbers replaced (mechanic confirmed this was not a recent failure). Brand-new set of wheels and tyres purchased. Original wheels refurbished. Despite these efforts and costs, the vehicle remains unsafe and unfit for purpose. Summary I entered this purchase with trust in Stoneacre’s professionalism and commitment to customer care. Instead, I have experienced: Misleading finance practices. Poor communication and delays. Inadequate repairs and repeated service visits. Lack of courtesy vehicles during prolonged investigations. A failure to ensure the safety and reliability of the vehicle. Escalation handled unprofessionally, with contradictory statements and threats.