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Carsa Gloucester
Barnwood Point, Corinium Ave, Gloucester, GL4 3HX
gloucester
4.3 (12,011 reviews)
Carsa Gloucester
Barnwood Point, Corinium Ave, Gloucester, GL4 3HX
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The high rating is in large part due to the salesman (Jonathon) who was helpful, communicated clearly and had a sense of humour! Carsa sales experience could be improved by being a little quicker with the 'paperwork' details, and telling customers in advance what technology they will need in event of a purchase (smart phone and email). Also, valeting the interior of the car could be a bit more thorough (crumbs in glove box and paper products in boot).
I’ve been meaning to leave this review for a while, purchased a vehicle in October from Bishop Auckland Carsa. The sales people were friendly and helpful, obviously keen to get additional covers added on at the end, which we didn’t take, and we felt a little stung with the admin fee charge, although upon checking it is in the adverts. Showroom was nice although the drinks facility wasn’t working, good job as there weren’t any clean cups but alas this was a minor issue! Within the first 30 days, it became clear that there was an intermittent fault with the car - it was a known software update fault on the Skoda Karoq - which set off the sos workshop error. Luckily, I managed to get multiple photos of the fault flashing up at different times to evidence the problem and was familiar with the Consumer Rights Act 2015. Contacted Carsa to flag the problem and the responses that came back initially were AI generated, they responded swiftly to contacts and each of the issues raised. We were advised of the process to follow and sent the relevant links to complete an online form. Carsa agreed to pay for the diagnostic providing the fault showed up on the diagnostic test. We booked the car in for the diagnostic test at the local Skoda garage, only Skoda can resolve this issue, and the diagnostic showed the software needed updating to end the fault. The car couldn’t be released until payment was received from Carsa. Initially the Skoda garage couldn’t get through on the number given so I emailed Carsa who attempted to contact the garage, as they couldn’t get through they then followed up with an email asking for the garage to contact them on a direct dial number. Payment was made and the car was released. Not knowing Carsa as a company and reading some of the negative reviews when we first looked back in October had made us question purchasing a car from them but I have to say the overall service was spot on, staff were professional, and their handling of the issue after sale was fantastic. A good example of the difference excellent customer service can make! Thank you!
2nd complaint on here in the hope customer service will make contact . Still no contact from customer service after multiple phone calls and emails, thankfully the branch staff have helped to sort a tyre issue, I had 2 illegal cut to cord tyres which should have not passed MOT that carsa had put on the car or passed there comprehensive mechanical inspection they claim to do!Plus the service which is also claimed they do, after an independent inspection and the car being looked over by an MOT inspector I now have an issue with the front brake pad being very close to the indicator and excessively low. There customer service department is non existent, I’m being advised to take for an inspection at there service centre which I’m not comfortable doing as this is also the service centre that have passed the car and done the previous checks but a different department. Trying to speak to customer service to arrange an alternative which currently I can’t do as they do not respond to emails or phone calls. Looking at some of the other reviews seems customer care issue is a recurring issue.
Honestly where do I start? I have already written a bad review once on here hoping that it would make them actually resolve my issue … still having the same issue 3 weeks later. It is literally IMPOSSIBLE to get hold of the customer service department, you are damned if you have an issue as there is no sense of urgency. I am still having problems with my EML, I went to their garage 2 weeks ago and all issues were ‘resolved’ only to find out whilst driving home 2 weeks later that it has come back on! My warranty is due to run out next month and there is no way I am paying for this issue out of my own pocket when this should have been fixed weeks ago. When I got though to customer service yesterday I spoke with a man who was going to chase my complaint up and speak with the garage about getting me a hire car, I was told I would get a call back later in the day and guess what… nothing. Today after several attempts to get through, I spoke with the same man whose customer service skills were absolutely dreadful. They want me to drive a faulty vehicle to their garage over 45 minutes away so the mechanic can look again at the engine. Bearing in mind that I made them away I have a baby, I did not feel confident driving in a vehicle that could potentially break down on the side of a motorway. If someone could actually call me back that would be a great start. AVOID AVOID AVOID!!
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
