Anonymous

VERY POOR CUSTOMER SERVICE FROM ARYA

I purchased a car from Lennox in May through a remote sale, and while the car itself has been good so far, unfortunately, the overall customer service did not reflect the standard advertised by the business. Before delivery, I wasn’t given a proper delivery slot or time window. I was told the driver was around 10 minutes away, but he arrived considerably later, making it difficult to plan the day. Better communication would have made the process much smoother. We had also discussed the car being cleaned again before delivery, but when it arrived, there was still rubbish underneath and between the rear 7-seater seats, including a crushed Fanta can and bottle caps, suggesting the additional valet we discussed hadn’t actually been carried out. One of the two keys also had no battery fitted, meaning we initially had difficulty working out which key was actually functional. When a vehicle is advertised as coming with two keys, it’s reasonable to expect both to be usable. The fuel level was also extremely low on delivery, to the point we were concerned about reaching a petrol station. I don’t expect a full tank with a used car, but a little more fuel would have made for a much better handover. After delivery, I emailed Arya with this feedback in the hope it would be taken constructively, but I never received any response. The biggest issue, however, was with the V5C registration document. I was advised it should arrive within around four weeks, but it never did. When I contacted Lennox to chase this up, the communication was unhelpful, so I ended up contacting the DVLA myself. They informed me they couldn’t discuss the application because the address submitted by Lennox did not match my actual address. I then had to go back to Lennox to explain the issue before a V62 application was eventually completed and the fee paid to correct the mistake. I finally received the correct V5C on 10 July, over two months after purchasing the vehicle on 8 May. Overall, the car itself has met expectations, but the customer service throughout the purchase and after-sales process was disappointing. For customers buying remotely and paying in full before delivery, good communication, accurate paperwork and proper preparation are especially important. Unfortunately, that wasn’t my experience, and I don’t feel it reflected the company’s claims of providing complete customer satisfaction and remarkable quality of service. Based on my experience, I wouldn’t recommend working with Lennox.