Volkswagen up! 2017 (67) - 1.0 Move Up 5dr

It's saddening when you put faith and trust into people and it's not repaid with goodwill. All I can tell you is what happened to me: I bought my dream vehicle in February from this dealership after scrimping and saving for over a year. On the way home, the crank seal went and it started leaking oil everywhere - luckily the following day it was raining so I saw the tell-tale oil rainbow flowing out from under the car. I'd hoped I'd caught it in time and prayed that no damage had been done. Paul organised for it to be picked up on a trailer and it was fixed under warranty which I appreciated. As the fix took a while they gave me an extra month's warranty. So far so good - if a bit unlucky - but it was just the start of the problems. In hindsight, I should have demanded more cover from them after such an incident but no more was offered. The following month, both front tyres failed - I guess that happens when the garage fits budget tyres. I took that on the chin too. The car also had an outstanding safety recall on the MOT so I took it the nearest main dealer who noticed the battery was in a critical condition and was going to give out at any moment. When I phoned the garage they laughed and said the main dealer would say that. Various electrical systems had stopped working but these were all supposedly 'auxiliary' according to the garage and not covered - again I was laughed at when I contacted them for advice and to see if they could help. I paid for a new battery for peace of mind and the systems started working again - I'd hoped I was through the worst of it. Little did I know... Three weeks after the end of the warranty period, I was driving home from work with my son when the engine suddenly cut-out without any warning - no warning lights or limp mode - and I had to fight the car to avoid a major crash and find a safe pull in: I'm thankful for that at least. The engine sounded like gravel and, after switching it off, I couldn't get the engine to start. My son and I needed rescuing from the side of the road and it went to my local garage for diagnostics. The following day, I had the news that the engine wouldn't turn over at all. Something deep in the bowels of the engine had malfunctioned. I phoned the garage begging for help. Again no help was forthcoming and I didn't get a return call - if I didn't know better it was as if they were avoiding me. The disappointing thing was I was asking for help and advice but none was offered: make of that what you will. I decided to cut my losses and sell the car for salvage with a loss of \xa36000. I learnt a lesson from all this and I suggest you reflect on my experience before it's too late.

Don't be taken in by their 'friendly' laid back attitude, it hides their deviousness. If you have a problem with one of their cars within the 3 month warranty period, they will delay fixing the real issue saying they're investigating the problem, meanwhile the warranty period is running out. They will find a temporary fix to remove the lights from the dash then when out of warranty the real issue emerges. In my case a new exhaust cam shaft, price tag \xa31200 followed by a vacuum pump \xa3300. Of course they knew that this was the issue from the start. Just to polish this extremely bad and expensive experience off, the oil pump gives out requiring a new or recon engine. Car now sold for repairs/spares just one year after buying it. Total cost, over \xa38000. DO NOT spend your hard earned money with these parasites.

Very good experience ! Bought a car in November and started noticing very bad water damage my carpets where soaked electricals wet . Took my car to the local garage and they tried to find the leak and was not convinced the car was fully fixed regarding the leak . Called Derek and Merson and they were happy to take the car in which they did to dry out the whole car and they had to remove the windscreen which then cracked so they replaced it for me . Happy with how the situations was handled didn’t take them long about a week and hopefully all is well and the water doesn’t come back . So I would recommend to get your car with them ! Thank you

A very friendly, easy going garage with absolutely no pressure selling and excellent after sales care. After five weeks of trouble free motoring the dash, on the car I'd bought, lit up like a Christmas tree. I returned the car under the three month warranty - no fuss, no quibble. After investigating the problem and changing several sensors, plus other work, they decided the car needed to go to the main dealer for repair, which they promptly did. We can't thank Paul and Charlie enough. Five star service! To top it off, when I bought the car I had an issue buying the car tax from my mobile, so Paul sorted it on his desktop and paid for it! Can't say fairer than that!

Recently did a deal on a used car for our daughter from Paul at Derek Merson, and the transaction was seamless. The car was as described in the advert and it was incredibly easy and relaxed when we rocked up for a test drive and check of the service history- all on hand without asking for it. After agreeing on a fresh MOT and cambelt change for the asking price it was a handshake, deposit and arranged collection for exactly a week after viewing. Very nice, genuine and honest people, no pressure sales or nonsense you might experience with franchise/chain dealers. Thoroughly recommend Merson’s from our experience, refreshingly “old school” and how buying a car should be!