|
Beta
89
Evans Halshaw Renault Durham
Alma Place, Gilesgate Moore, Durham, DH1 2HN
durham
4.3 (104,000 reviews)
Evans Halshaw Renault Durham
Alma Place, Gilesgate Moore, Durham, DH1 2HN
Posting this as a follow‑up because the situation has actually become worse. I filed a complaint weeks ago and have chased it multiple times. Each time I was told someone would contact me “ASAP” or “within 48 hours,” but nobody ever did. Not once. This isn’t just slow service — it shows a complete lack of aftercare. The issues I raised were genuine and reported immediately after purchase, yet the response has been silence and empty promises. If you’re considering buying from Evans Halshaw, be prepared for the possibility that any problems you report afterwards may be ignored entirely. My experience has shown that getting a resolution, or even a simple phone call, is extremely unlikely.
We bought a Seat Ibiza, from Evans Halshaw ,Wessington Way ,Sunderland. It was registered in December, 23 and had a recorded mileage of 10,000. We paid close to £16k, which included part ex and an extended 2 year warranty. During the test drive we felt unhappy about the clutch; we reported this to EH, and they reassured us that they would check it out. On our second visit we were told that the car had been properly examined, and that all was well. They claimed that the problems we experienced on the test drive were the result of ‘new driver’s unfamiliarity with the clutch.’ Foolishly we believed them, big mistake. Twelve days of local driving later, the car completely broke down. EH picked up the car, gave us a courtesy car, which we thought was the least they could do , but EH gave us the impression that they thought they were doing us a massive favour……..need less to say on this, our third visit to the showroom, the smiling face of our salesman had completely disappeared, and his previous friendly demeanour was transformed into the cold shoulder treatment. He told us in no uncertain terms that his job was done , we were now Services problem.The subtext of this was your money is in EH’s account, my job is done, one your way. We were glad to leave the showroom as it was made very clear that we were persona non grata. Two days later we received a telephone call to say that the clutch on the car needed replacing, because in the twelve days we were in possession of the car, we had obviously been ‘riding the clutch’. We were incredulous as we have both driven for for well over 50 years. By this time we had been handed over to the Business Manager, and we exchanged several emails. He was adamant that he had photographic evidence of the clutch being burnt out, and as we had damaged it we would need to pay for the replacement. And no, we could not claim under warranty, it did not cover the clutch. As we are two elderly women , the stress began to effect us, and all advice was that we needed to eradicate this tension from our lives.EH were aware of this problem, their one word response was ‘understood’. We could have returned the car, taken back our part ex car, but a Trustpilot review , YG70 BHL, from another aggrieved customer, warned of EH causing him problems when he took this route. We were absolutely loth to give EH any more of our hard earned savings, so for the sake of our health we very reluctantly agreed to waive our extended two year warranty to settle the clutch bill. This resulted in EH owing us £110 which did not end up in our account for almost 3 weeks. So , in short, we were left £585 out of pocket. I have since pursued our case through EH’s grievance procedure channels via eu lithia and EH’s help line. All to no avail as, believe it or not, this decision not to return our warranty or £585 was made by the Business Manager at EH who had caused us all this grief, in the first place. EH mark their own homework. No sign of an independent adjudicator. Our case is now in the hands of the National Conciliation Service. So our advice to anyone thinking of buying a used car from EH in Sunderland is to tread very carefully indeed.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
Are these results helpful?
Help us improve
