Arnold Clark Sucks
READ HERE WHAT SOME PEOPLE HAVE TO SAY
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threats from the trading standards, however here is the story..
The Story
Thursday 20th March. seen the car and bought it, they said it would be ready for
Friday 28th
Friday 28th 13:00 arrive at the showroom to pick up car, salesman ask what
i was in for? to pick up my car i said, ohh? ill go and see if its ready. the
reply. not ready yet!!..but it should be available at 4pm
Friday 28th 16:00 Awaiting at home I call to confirm that the car is now ready,
sales are unavailable.
Friday 28th 16:15I called again and the car's confirmed to be ready.
Friday 28th 17:00 Arrive for collection of car. Sales confirm that the car had
been Mot'd but that the brake discs on the back which I had specifically asked
about during the sale had not been replaced because they had been determined to
be in good order.
£6483 paid
Friday 28th 17:30Drove car off and head south down the M74.
On entry to the motorway there seemed to be a slight lag in the car, at around
60/65 mph, the car lost any acceleration, and any movement of the accelerator
pedal had no affect on the cars performance. The car was in need of a valet as
well, there were still screen stickers in the glove compartment, and marks on
the windscreen.
Filled the car with Diesel £41.25
Friday 28th 18:00 Arrive at 3rd party garage for inspection, owner was amazed
and confused at the break discs, as the scoring would have most definitely
failed an MOT, I had a look for the certificate but it was not in any of the
documentation I had been given.
Saturday 29th 9:00 Arrive a Lomond Audi - Glasgow, express my concerns about
the power issue and ask for a check-up on the car. After a road test and
diagnostic inspection, the mechanic pointed out that
1.There was most definitely a fault with the manifold air intake/turbo system,
however a further inspection would be necessary before they would be able to pin
point it correctly,
2.The back brake discs were indeed in a considerably deteriorated state and he
also was amazed that the car had been given an MOT.
3.There was a knocking noise from the front suspension, and that this should
also be looked at.
There help and service was outstanding, and I was not charged for their time!
How often does this happen?
Saturday 29th 10:30 Arrive back at Arnolds Superstore with car, return keys,
and explain all above symptoms. I then left without the offer of replacement car
or transport home.
Sunday 30th 12:00 Since no contact had been made by the dealer I returned to
see what the status was, I spoke to the manager and went over the issues with
car, he was obviously unaware of the issues with the car, obviously a
communication issue internally, after all, I had already paid my money so I am
now way down on the priority list. After speaking to the manager he assured me
that the car would be fully inspected, but it would not be looked at till
Monday, he also assured me that a temporary vehicle would be made available for
me on Monday.
Monday 31st 17:45 I arrive to collect temporary car, Spoke to sales who new
nothing about it or about the current status of my car. Spoke to service who
said my cars brakes had been replaced and that the engine would be looked at
Tuesday at an other branch, as they didn’t have the appropriate
systems/diagnostic equipment here, he also seemed unaware of the front
suspension problem.
After some switching of cars and keys between sales men, I was finally given a
car, obviously this had not been arranged as agreed, I had to arrange insurance
myself and there was only enough petrol in the car to get me to the garage.
Insurance £15.75
Petrol £5
Tuesday 1st 16:00 I called to get an update on the current position of the car,
spoke to sales, I was informed that the cars engine trouble had been detected
and that the mass-airflow meter would be replaced to correct the problem, but
would not be arriving until Wednesday. Also both front ball joints were in need
of replacement, but the details had not been forwarded of which end
(top/bottom), therefore they would have to await this information before
ordering. I was assured the car would be available for a Thursday collection.
Petrol £5
Thursday 3rd 12:30I called to check that the car would be available for
pick-up, spoke to service dept. they are still awaiting the arrival of the
Air-Mass meter, and don’t expect the ball joints in for the next 3-5 days,
however an update would be provided by a returned call later today.
Thursday 3rd 16:30Called again, spoke to service, unfortunately the Air-Mass
meter did not correct the problem, they would be sending the car into Audi for
their inspection. They would call in the morning with any information they had.
Friday 4th 12:30Called Service, it was suspected that the brake pedal switch
was possibly causing the turbo to shut off, this has been replaced and again
showed no signs of improvement, they would be sending the car into their Crow
road site for further inspection on Monday.
Tuesday 8th 2:00Called to see how things had went, they could not get a
response from their Crow road facility but would call me back…no call.
Wednesday 9th 17:00It was advised by the specialist that the cars pressure
sensor may be at fault, this would be ordered and replaced, if this corrected
the problem the car would be available for Friday pickup.
Friday 11th 17:00Spoke to the service Manager, they had replaced the Pressure
sensor on the Turbo unit, this again has made no difference to the car. He was
then unable to advise me of there next step and suggested speaking to Frank
Kerr.
Saturday 12th 10:30Spoke to Frank Kerr, Manager. His initial response to seeing
myself in the building was to ask why I was there!. After spending £7k on a car
I would expect better service, and a concern for customer satisfaction. He said
that the law states he has 28 days to correct the problem with the car and would
not give me a refund.
As you can now imagine my patients are spent so I am now focusing my resources
on customer services
Monday 14th 9:30Called Arnold Clark customer services, explained my situation
to them, they will look into it and call me back.
Monday 14th 13:00Called customer services again, since there had been no call
back, advise that they are dealing with it but are awaiting a response from the
dealership. Assured a return call by the end of today or first thing in the
morning.
Tuesday 15th 11:00Called customer services again, the person I spoke to
yesterday is off, “can we help?” (I wish they would), I explained the situation,
they will deal with it and get back to me. I also faxed off a copy of the above
information.
Wednesday 16th 10:30 Called Trading Standards who advised me of my position,
Excellent.
Wednesday 16th 2:00Arrive at customer services, since they cannot call back,
ill visit them. advise that the situation is going to far and that I am entitled
to a full refund, issued them with a letter stating my requests, advised that
the customer services manager is dealing with my case and will contact me later.
Wednesday 16th 15:00 Customer services manager called, he is dealing with my
case but has nothing to report, unfortunately the dealer manager is off today.
But will call tomorrow with an update.
Thursday 17th 16:30 Called customer services manager, unfortunately a Mr
Webster (Dealership Director) is dealing with the situation, but he is off
today, will call back tomorrow with update.
Friday 18th 13:30called customer services manager, “the crow road site have
diagnosed the problem as the Turbo unit, if this corrects the problem would you
be willing to accept the vehicle”, “no”, after all this hassle they still think
they can nudge me off!,
Friday 18th 13:45they are accepting my “suggestion” of a refund, and advise me
to contact the dealer and arrange the drop off of the courtesy car, and a cheque
for the refund.
Friday 18th 15:30Call to arrange the above, the Manger is busy and will call
back.
Friday 18th 18:30Since I have had no return call I drop in to the garage, the
manager has left for the day, so I drop off the car.
Saturday 19th 12:30Call into Garage to get my refund, they state they are
unable to comply due to the holiday season, the accounts manager has the
validation card (or something) and the manager is unable to give me a refund at
this time, advised to call back Tuesday.
Tuesday 22nd 12:30they are not prepared to meet my statuary rights in repayment
of my funds along with any cost incurred. although they did give me the
following,,,
I see my outstanding debts as follows
£6200 for the car - Paid
£395 for the Warranty - Paid
£88 for TAX - Paid
£41.70 for the Diesel I didn’t get to use – Paid
£46.25 for the Insurance on the Corsa – NOT PAID
£80.08 for insurance for the Audi – NOT PAID
££££££ for the phone calls, travel, time wasted and general inconvenience – NOT
PAID
So generally their dealerships are mismanaged their mechanical service is
borderline fraud, and their Customer service is anything but, well apart from
“thanks for your Cash”.
So for anyone wanting to go and view a car at Arnold Clark, leave your wallet at
home, because it cost me 4 weeks of grief and over £120.
And of course thinking I had actually got a new car I obviously got rid of my
last one, so I am now car-less, and ripped off.
Thank you Mr. Clark 147.7.2003
Always remember to check service history's, and make sure you get the salesman to print on the order form EVERYTHING that has been agreed to be done and DO NOT sign anything until you have checked the car over on day of delivery.
Good luck........19.7.2003
