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Arnold Clark Dumfries BMW / Mini / Geely
York House, Annan Road, Dumfries, DG1 3AW
Arnold Clark Dumfries BMW / Mini / Geely
York House, Annan Road, Dumfries, DG1 3AW
(View 22,334 vehicles in group)
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Awful customer service from start to finish. During my first contact with Arnold Clark Chertsey, I booked a date and time to collect my new car and paid a holding fee. This was then followed up with a different collection date a few days later. After much chasing via text and phonecall, I was then told there was an outstanding recall on the vehicle which I totally understand, however the car wasn't even booked in with Vauxhall until almost a week later. The Sales Associated even admitted he was shocked to come back from a few days off to find that the car still hadn't been sent back to Vauxhall. We were then told Vauxhall were 'waiting for parts' which was a blatant lie considering the recall was for a software update. During this time I was constantly given new collection dates, given the promise of some type of compensation and passed between three members of staff. When the day of collection finally arrived, 2 weeks after my initial contact, there was further misinformation. I'd already left to travel 2 hours to the showroom when I was told I wasn't allowed to collect the car until Arnold Clark had received a 'request for invoice' from my bank. We then turned round and went home while I tried to sort this out. After further calls and incorrect information, it turns out the Sales Manager 'got confused' and they didn't actually need any further information from the bank so I could collect the car after all. We then set off again and travelled the 2 hours to the showroom only to be extremely disappointed to see that the car needed new brake pads and discs. The Sales Manager knocked this off the price, however I am shocked that this wasn't flagged during the MOT or any other inspection of the vehicle. These are safety issues that should not be overlooked. As for the 'compensation' I received for 2 weeks without a vehicle, being told multiple lies and misinformation and palmed off on different people every few days - I was given an insincere apology and 3/4 of a tank of petrol. This is not the level of service I would expect from a company as large as Arnold Clark and I would definitely not use them again.
Spoke to Adam at the Huddersfield branch and arranged to test drive a car. On the way, (30 minutes into the journey from home to Arnold Clark) I was told the keys were locked in the service cupboard so we couldn't test drive the car. Re-arranged to test drive the car 2 days later, again I checked before I set off to the appointment only to be told that the car had been sold, yet I wasn't even informed. What a joke... never again. Amatures at car selling...
We booked in for a test drive of a Santa Fe at Oldbury. Drove the family for an hour with everything in place waiting to test drive and potentially purchase. Got there to be told it had been reserved the day before. Oh wow. What a waste of our time. Could have mentioned that?! Pretty arrogant and the customer service communication when asked for feedback speaks volumes! I’d avoid if I were you. Hi Ian, it's Charlene from Arnold Clark's Customer Experience Team, following up on your recent enquiry. If you're still looking for your next car, I'd love to help! I've access to 25,000 cars across the UK. Reply here and I can get started. Hi Charlene. Unfortunately, the experience was not positive. We had a walkthrough video the day before then all 5 of us traveled 50 minute to see / test drive the car only to be told it had ready been reserved the day before. This conversation is now closed, but if you need any more help, feel free to contact your local Arnold Clark branch - they'll be happy to assist you.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
