Ford Kuga 2022 - 2.5 PHEV ST-Line X 5dr CVT

A Catalogue of Failures: Negligence, Data Breaches, and Utter Contempt for Customers Let this review serve as an explicit warning to anyone considering using CarSa, particularly the Durham branch. My experience was not just poor; it was a deeply concerning journey through staggering incompetence, questionable sales tactics, and what I can only describe as a flagrant disregard for customer security and basic professional standards. It began simply enough: I paid a deposit online to have a car moved to my local branch. This is where CarSa's service ended and the void began. My money was taken, and then, complete and utter silence. No email, no confirmation, no call, no updates. My deposit had vanished into a black hole of corporate indifference, forcing me to take all the initiative. Arriving at the Durham branch was like walking into a case study of how not to run a business. The term 'shambles' is an understatement. The showroom was in chaos, with the front desk completely abandoned. Worse, car keys were strewn across surfaces, an open invitation for theft. But the most shocking discovery was the pile of documents left in plain sight, displaying sensitive, personal customer data for anyone to see. This is not just unprofessional; it is a serious and potentially illegal breach of data protection. It immediately made me question the security of my own information with this company. When a salesperson finally appeared, his goal was not to resolve the company's failure but to extract more money from me. My valid, pre-paid deposit was casually dismissed. Instead of taking ownership of their error, he demanded another \xa349 payment and cynically passed the responsibility onto me, telling me to chase down the head office for the original amount. Pressured and wanting to see the car, I complied, trusting his promise of a follow-up call to arrange a viewing for Saturday. Unsurprisingly, that call never came, confirming a consistent pattern of broken promises. Days later, a call from the head office gave a fleeting moment of hope, which was quickly extinguished. This was not a customer service call; it was a thinly disguised and predatory sales pitch. The agent's only interest was whether I would be taking out their finance. The moment I confirmed I was a cash buyer, the mask slipped. Their feigned interest evaporated, and the call was abruptly terminated. It laid bare a cynical corporate culture: customers are not valued people, but simply opportunities for high-margin financial products. The source of this unprofessional culture seems to stem from the top of the branch. The manager, when he eventually appeared, was the epitome of carelessness—his shirt untucked and his appearance unkempt. It was a visual representation of the entire branch's attitude: a complete and utter lack of pride or respect for the business, its standards, or its customers. As for retrieving the \xa349 I was wrongly charged, the company has erected a bureaucratic fortress. My attempt to correct their error was met with an intentionally obstructive process, a list of hoops to jump through seemingly designed to make any reasonable person give up in frustration. They made the mistake, yet I am the one being punished for it. This is beyond a one-star experience. From the shocking data security failures to the contemptuous sales tactics and systemic incompetence, the CarSa Durham branch is a liability. Do not entrust them with your money, your personal data, or your time. My advice is to avoid this operation at all costs.

AVOID THIS CORRUPT DEALERSHIP!!! I put a deposit down on a 2016 Mercedes a class that was meant to be on transport and some how missed the transport which they told me 1 hour before I was going to collect the car, I took a day off work to collect the car I think it’s an absolute joke on how a car can miss transport and to tell me on the day of collection is very unprofessional. So I decided to go to the dealership anyways to see what other cars they had since I was off work. Service is awful they hardly even tell you any details about the car of interest. Anyways being young I ended up driving out the dealership in 2019 Mercedes a class. They told me I had to pay a \xa31000 deposit which went straight into their pockets. They offered me warranty which they said covered everything, I noticed a chip on my windscreen so I drove to the dealership which they told me it’s an insurance job. Then they also told me I had 5 free tyres my tyre had a puncture and guess what? No free tyres, the warranty added like \xa33000 onto my finance and it covers absolutely nothing. Avoid Carsa Limited at all costs!!!

Goes to collect a car, hangs about for an hour before being seen was supposed to be an appointment, car was supposed to be fully charged which it was only about 20% charged takes the car out a road test as we already reserved it ,cuts that short due to being next to no brakes, garage not interested staff attitudes to be desired, tried to tell me nothing wrong with it kept stating passed inspection (which was at a different branch as car was brought to this 1) so how would they know if they didnt inspect it, ended up having to make the 200mile journey home without purchasing, they didnt even offer to pay to have the car repaired or even repair it and deliver it. Absolute waste of time, manager couldn't run a tap nevermind the branch, car had some damage to the wing which didnt show in photos either, they need better quality control

AVOID THIS CORRUPT DEALERSHIP!!! I put a deposit down on a 2016 Mercedes a class that was meant to be on transport and some how missed the transport which they told me 1 hour before I was going to collect the car, I took a day off work to collect the car I think it’s an absolute joke on how a car can miss transport and to tell me on the day of collection is very unprofessional. So I decided to go to the dealership anyways to see what other cars they had since I was off work. Service is awful they hardly even tell you any details about the car of interest. Anyways being young I ended up driving out the dealership in 2019 Mercedes a class. They told me I had to pay a \xa31000 deposit which went straight into their pockets. They offered me warranty which they said covered everything, I noticed a chip on my windscreen so I drove to the dealership which they told me it’s an insurance job. Then they also told me I had 5 free tyres my tyre had a puncture and guess what? No free tyres, the warranty added like \xa33000 onto my finance and it covers absolutely nothing. Not to mention the manager Scott, seen him constantly in and out of the toilets rubbing his nose constantly sniffing up I’ll leave that for you to figure out what he was doing. Avoid Carsa Limited at all costs!!!