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Evans Halshaw Renault Durham
Alma Place, Gilesgate Moore, Durham, DH1 2HN
durham
4.2 (104,577 reviews)
Evans Halshaw Renault Durham
Alma Place, Gilesgate Moore, Durham, DH1 2HN
Awful service! Absolutely awful! Made a formal complaint to the manager regarding the recent service received by the in store service team (one member in particular) & central reservations. I have been a customer of this company for years and years, recently they have been taken over by Evans Halshaw. My service & MOT on a plan that I have spent the last years paying for was booked in as normal. However, leading up to appointment I received a phone call from the central reservations team stating that the company was being taken over, and my appointment was being cancelled. No other explanation or advice of what to do. When I asked why, I was told that EH did not accept EMac service plans, and that I had to call EMac and discuss it with them. I was not happy with this information and from spending years dealing with the reservation team reading from a script & having zero customer service, I asked to be put through to the Newport branch. The call was answered by Talia. I explained why I had been put through, and explained I was not happy. Talia began to tell me they were being taken over & there wasn’t anything that could be done. I asked what I am supposed to do, to which I was told to find somewhere else. I said my MOT is booked in also & you are cancelling it with a small window before my MOT expires, I was told “this isn’t our problem”. Very nice! When I asked where I could go, I was told Redditch. With respect, we are in Newport!!! The conversation went around in circles, a lot of huffing from Talia along with a huge lack of respect & absolutely no clue in how to deal with a customer in distress and upset. I asked for a manager, I was told where wasn’t one, supervisor?, there wasn’t one, team leader?, you guessed it… there wasn’t one (apparently). I asked for the contact details for the store manager & her name so that I could make a complaint. I was given an email address & a name, however, what I was not told was that the email address Talia had given me would shortly expire due to the company change over! Very useful information right there! So, I emailed the email address provided and of course, no response. After speaking to EMac, they were unaware of this change & didn’t understand why my appointment was cancelled as they confirmed EH were a Citroen & Peugeot dealer. I then called several other places that EMac recommended however none of these were helpful. I then called EH once the change had taken place & spoke to a gentleman within the sales team who was the most helpful person that I have spoken to throughout this. The gentleman I spoke to liaised with the sales team, and confirmed that EH can honour my service & someone from the sales team will call me to book this in. Now, in between this time, I had to find a garage at very short notice to do my MOT before it expired. I also had to pay more for the MOT, as I normally have this discounted through the service plan. So, not only was I out of pocket, stressed from having to find an alternative at short notice, but now I understand it was all for nothing as my service plain IS accepted. The service was booked in, which took place yesterday. Upon dropping my car off I asked to speak to the manager as i had not had a response to my emails. I spoke with the manager however, he really didn’t seem bothered by what had happened. He did ask to speak to me again when I returned to collect my car. I left the store, and shortly received a call from Tom saying that my timing belt needed replacement as it is cracked. Tom provided me with a quote, however, I didn’t have the money that day to pay for it, so i refused the quote and I would take the car to a local garage. Tom confirmed they would carry on with the service as planned. Now, upon speaking to a local garage, I now understand that the oil & filters just changed within the service need to be taken back out & replaced again as part of the timing belt replacement. So, basically, the service I have just has done was a total wasn’t of my time & even more importantly my money. I am absolutely furious that I was not made aware my Tom that should I have the timing belt changed elsewhere they would have to undo everything that was done on the service & it would be a waste of time. I would have collected my car & requested a refund from EMac! At least I could have put this money towards the cost of replacing the belt. All in all, I can safely say that I WILL NOT return to this company & cannot recommend them. I honestly have not received service this bad in a longtime. Absolutely diabolical!
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
