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Old 17-12-2006, 17:04
sugarbabe
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I have had the most awful experience in purchasing a brand new Citroen car from my local Arnold Clark dealership. Here is a copy of the letter I sent on 22nd November to Arnold Clark Head Office

Dear Sirs

During early October my husband contacted Arnold Clark XXXXXXXXXXXX, enquiring about a Citroen for myself. The salesman we were dealing with was *****who advised us that there were only 4 of these models in the UK and that it would be advisable for us secure the deal as soon as possible. We agreed on Tuesday 17th October to buy the car, colour, Poseidon Blue and he advised us that the car would be with us within one week to 10 days as the car was sitting at a Citroen dealer in Kent.

My previous Citroen C2 was purchased through the same garage and the salesman mis-spelled my surname so all correspondence I get from Citroen and Arnold Clark always shows my surname spelled incorrectly. Despite advising the garage when we get the car serviced, it still contains the error. I advised ***** of this and he said he would change it.

As I have a private plate on my car, ***** asked if we would take in my tax disc, my Insurance Certificate and DVLA form. This was agreed at 6pm on Monday 23rd October. **** advised he was in all day Tuesday 24th October and it was agreed that my husband would take in the documents. When my husband took in the documents the next day as agreed, we were astonished to discover ***** was on a day off!! Strange he didn’t realise that the night before. Not only that we were advised that my signature was required on the DVLA form. ***** did not advise us of this and when my husband advised the salesman this, he was advised to sign it himself! My husband was shocked at this suggestion to forge my signature on a legal document and quite rightly refused. So all in all a complete wasted journey.


That was the start of things going rapidly downhill. Trying to contact ***** was becoming very difficult as he was off sick everytime we phoned. Eventually the Sales Manager, **** took over our case due to the complete incompetence of *****. He assured us he would make sure that we would have the car as soon as possible. During one of my early conversations with **** I also stressed again about the spelling of my surname. No surprise that when the DVLA form came in for my new car with the SV56 *** plate, the spelling was still incorrect.

I was getting quite anxious as I was hearing nothing, and each week when I made a number of my many phone calls, I was told my car would be here, Thursday, my car would be here Tuesday etc.
On Thursday 9th November I spoke to **** and he advised he was expecting my car on Friday 10th November. By Tuesday 14th November I had still heard nothing so phoned ****. I was told he would phone me back in half an hour. The day finished and no phone call. I phoned Wednesday 10th November and **** was on a day off and nobody could help me. By 11am Thursday 16th November the return phone call from **** had not been made as promised so I phoned back and was told he would phone me back. By mid afternoon, still no phone call, and again same story I phone back and am told he will phone me back. Friday 17th November I still hadn’t heard anything so I phoned Citroen Customer Services to complain.

Eventually **** phoned me Friday morning 17th November and advised me my car was here and had been there for a couple of days, along with some lame excuse his salesman has misunderstood his instruction. He now said he would need to wait for DVLA. I was shocked to hear this as he had all the documentation for this since Monday 6th November.

It was agreed that I would pick up the car Saturday 18th November with the SV56 *** plate and **** would arrange the new plates once the DVLA had completed the transfer.

I could not believe my eyes when I drove into the forecourt on Saturday morning and saw my car. It was the wrong colour!! The colour sitting there was Oriental Blue and not Poseidon Blue as ordered. This was really just the icing on the cake as far as Arnold Clark are concerned. **** said admin would have ordered blue!!! Why would they just order blue when Citroen offer two shades of blue?

**** had an apology letter sitting waiting for me which also offered me 3 years free servicing. The letter was headed up with my name and address but the letter read “Dear Mr Adam” It would appear that nobody seems to be able to do anything correct in this garage.

I was offered free insurance for 7 days but when I left on Saturday I was told the written confirmation would be emailed to me that afternoon. Well no surprise it did not appear and took 2 more phone calls to the garage to obtain this which I received Sunday afternoon 5pm. I was also offered 12 months road tax and only 6 months was given to me. ****said when he gets the DVLA transfer through he will make sure I get 12 months. Well guess what?? Still only 6 months.

The final bit of incompetence came today. My private plates, *** offered that I could have my name on the bottom instead of Arnold Clark. In a conversation last week **** advised my plates are ready with my name on, just waiting the DVLA. I even joked to make sure my name was spelled correctly. The man appeared today at 11.00am, to put on my plates and when I looked they did not have my name on but had Arnold Clark. The man took them back and I phoned the garage at 12.30 and spoke to *****. He said he would arrange for the man to come back to my house at 1pm as I was home for lunch between 1pm and 1.45pm. Well you can probably guess he did not appear. He did appear at my work at 3pm so finally my plates are on.

*** was unable to give me a receipt for the transaction on Saturday and said he would send one out. As of today I still have not received this. He also said he would provide me with mats for the car which he did (cloth ones) but as I was leaving he said he would provide me with rubber mats. Again I am still waiting.

This whole episode from the very start of attempting to buy this car has been a complete nightmare and very stressful for both myself and husband. I am a customer of the company and basically I have been lied to, had promises undelivered, phone calls not returned, simple instructions not followed and wasted journeys. My friends and work colleagues cannot believe this carry on and no doubt will not be calling into Arnold Clark when they want to change their own cars.

I now feel I should be compensated for all the problems I have encountered, the phone calls I have made, the wated journey, the fact I have only been given 6 months tax instead of 12 and most of all the fact the car I now have is NOT the one I ordered.

I look forward to hearing from you

Cc Arnold Clark Head Office and Citroen Customer Services

Added note
Since I wrote the above complaint two further developments.

1. My front number plate which was put on yesterday has now fallen off. It wasn’t even screwed on and was found in the road near where I work.
2. I have today received the DVLA documentation for my new car. I could not believe to read that my name was still spelled incorrectly. **** advised the reason for the DVLA taking so long was due to them having to change my name. Obviously more lies.


I have now received my paperwork in respect of the purchase, a cheque for the remaining 6 mths tax and mats, they took over 2 weeks to arrive.

Arnold Clark Head Office have apologised, and said as I have now received the outstanding items they are closing their files. I have advised my complaint is much more than the outstanding items. My question is for advice what to do next eg I would love for a Senior member of their company to read and review my complaint. Does anyone have any contact details? Should I just cut my losses?

Last edited by sugarbabe : 17-12-2006 at 17:12.
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Old 17-12-2006, 17:45
fat controller
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I don't know of there's an awful lot you can do now, as by driving away and keeping the car you have accepted it. When you arrived at the dealer and saw that the car was the wrong colour, that was your opportunity to reject the vehicle and take your money elsewhere.
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Old 17-12-2006, 18:14
Kev_Akas
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I'd of walked away. I think you can only blame youself if you continued even after seeing the incompetance of the sales folk.
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Old 17-12-2006, 18:25
sugarbabe
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Thanks but I must add that I wanted this particular make of car. The other Citroen dealers all seem to be Arnold Clark too!
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Old 17-12-2006, 19:48
montescalion
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If you're expecting an apology or any sort of customer service from Arnold Clark, you will be waiting till hell freezes over. This company is staffed by the biggest load of incompotent, lying, arrogant sales people I have ever come across. No need to say I have had several bad experiences with them and would NEVER buy a card from an Arnold Clark dealership again. The issues with your DVLA documentation sounds all too familiar!

Only problem is nearly every dealership in my area is Arnold Clark irrespecdtive of what make of car you're after. I often think they should be in line for investigation for running a monopoly on car dealerships (I am in Scotland also).
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Old 17-12-2006, 20:08
Crafty
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agreed, you should of walked away when the car turned up in the wrong colour.

They have tried to make up for it with the 3 years free servicing thing, you are unlikely to get more.

You could take it up with citroen, most manufacturers have quite extensive contracts with their dealers, so it wont go in their favour. On the other hand arnold clark aren't a small concern, so again I wouldn't of held out much hope.
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Old 17-12-2006, 20:29
AubreyStevens
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I've heard some pretty awful stories about customer service from AC and cars not being serviced properly etc. Mind you I think a lot of the big dealerships throughout the UK not just AC are just as bad.

Once they have the deal they couldn't care less.

I know someone who worked for them and he told me never to buy a car from them and a friend of mine did by a car from them once and said never again.

At one time companies tried to give good service as they wanted you to come back again and again but now all they care about is getting one deal, they only think about the short term not a customer for life.


Their motto is the customer is alway wrong.

Last edited by AubreyStevens : 17-12-2006 at 20:38.
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Old 17-12-2006, 20:39
agentz
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I've had a few problems with Arnold Clark in the past but to be fair to them it seemed to be very specific to the particular franchise and (some) of the staff employed by them at the time.

A few years ago I bought a six-month old Seat Leon from one of their local dealers who held a Seat franchise at the time. When I first saw the car and spoke to the salesman about it he mis-typed the reg number on the enquiry form (Y519 *** instead of Y516) and subsequently every piece of correspondence I had from them about the car had the wrong reg number. The DVLA documents were correct, but it seems that once your details are onto their system and they include a mistake, they stay wrong no matter what.

That car had a couple of very minor issues that I spotted - a small scratch right in the middle of the back bumper and another one on the rear three quarter. As part of the deal the garage agreed to repair these, fit mud flaps, upgrade to a cd-player, supply model-specific floor mats and perform the service that was due.

When I went to pick the car up, the mud flaps and CD player had been done, but the paintwork hadn't been touched, there were no floor mats and worst of all the service hadn't been carried out. The sales manager apologised about the service and got it booked in for the next day, which was fine with me and would get the paintwork touched up at the same time. I dropped the car in the next morning, went and did some shopping, went back to pick it up just in time to see it coming out of the workshop. The paintwork hadn't been done.

We arranged to have the car back in the following week to get the wee job done. Took the car in and left it with them for the day. Went to pick it up and it still hadn't been done! Made a new arrangement for a few days later.

I got a phonecall from the service manager telling me that it was done and I could go and pick it up. I walked into their compound to look at the car before I went to pick up the keys and guess what? Still not done! Eventually it got done on the fourth attempt and when it was finally done it was a very good job.

A few months later I discovered that the car was missing a small ancillary door-seal on the drivers side. Went in to the garage, showed the service manager what was missing and watched as he looked up the appropriate part on the computer and placed an order for it. He arranged for me to have the car in the following week. Guess what? It wasn't done. And a second time. And a third time, although that time they did actually replace a door seal, just the wrong one!

The final straw was when I noticed that there was water getting in to the passenger footwell. I researched it online and found that it was a common problem with that model of Leon and that there was a revised rubber seal available from Seat to resolve it. I booked the car in to have it looked at, and took the stuff I'd found online in with me. The garage agreed that this was the most likely problem and they'd replace the door seal with the revised part but that they'd want my car for two days so they could test it to make sure the problem was resolved.

In it goes, the seal gets replaced, they phone the next day and say the car is ready. I pick it up and take it home. The first time it pours with rain, guess what? Water in the passenger footwell. You could actually see it running over the top of the sill when you turned a left-hand corner. I complained to the garage again and they booked the car in for more investigation, again asking if they could have it overnight.

Now, I know that water leaks can be a nightmare to track down, but that overnight turned into three days, then four, then five, then seven, eight, nine before I eventually got my car back. During this time they phoned me up and asked if I could take my courtesy car back in as it had been sold and they'd give me another one! I took it in only to find that there wasn't another courtesy car available and that my car was sitting in their workshop with absolutely no interior in it whatsoever. No carpets, seats, dashboard, door panels, nothing! They eventually sorted me out with a hire car and off I went.

When the car was eventually ready it was a bit rainy. So off I goes and collects it. Drive the car back to work and leave it parked for the rest of the afternoon. Get in the car and drive out of our car park which includes turning left at a junction. Three guesses what happened - yup, water pouring over the passenger door sill into the footwell!

Cue a total hissyfit at the dealer principal the next morning, in front of a showroom full of customers during which I told several customers not to buy a car from that showroom! I'd had several run-ins with the dealer principal during the various fiascos and he just came across as a complete tosser. Unsurprisingly, I didn't keep that car for too long. I changed it for another Leon and never had a single problem with it!

Just a couple of months ago my boyfriend was looking at changing his car and had seen an Astra that he was interested in at a small garage in Edinburgh. He was really quite keen on it and they weren't offering too bad a deal in trade on his car. He took me along to see the car just before he did the deal. I was waiting outside while he went to get the keys to this Astra and out he walks with the owner of the garage and who is it? None other than the guy who used to be the dealer principal at the Arnold Clark Seat branch I had all the grief with. I somewhat pointedly told my boyf that there would be no way in hell I'd buy a car from there and that I was leaving. The guys face was a total picture. My boyfriend then said "oh I thought his face looked familiar!"
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Old 17-12-2006, 22:18
sugarbabe
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I see I am not alone with my feelings on AC then!! Just read some reviews on "the review centre". Like to other Scottish poster has said, they have the monopoly around Scotland so it is very difficult if you want a specific make of car which I did.

I did forward a copy of my complaint to Citroen as well as AC and I also spoke to a very nice lady at Citroen. Whilst she was very sympathetc she did say there was not alot they could do about it as the complaint is with the dealership. She did say that they note all complaints because they do look at this when reviewing the dealers franchise. She also said that NO new car should be sold with only 6 months road tax!!!

With regards to the 3 years free servicing this was offered when the Manager took over the case due to the poor service I had received up until then. I really didn't know what to do re the colour although I now quite like the blue I have but that is not the point, however the car had already been registered to me so I didn't know what my rights would be.

The lesson learned is no matter what I will NEVER buy from there again. What is really disappointing is even dealing with the Manager, he turned out to be the worse of the lot of them. We caught him out with a great one though, he told us that he personally had queued for ages in the local DVLA office to try and "rush" through my transfer but they kept quoting their "It can take up to 7 days". When we went in to pick up the car it was the Manager who saw us and although hubby was bursting with anger, he kept very calm and collected. We started talking about the procedures for changing to a private plate and hubby asked the Manager if he had ever actually been in to the local office to see what the procdure is and he was told "No I haven't actually been" Proof of more lies.
So he must have forgot he told me had had been queuing!!
I was also told by one of their staff off the record that they will tell you anything to get you off the phone!!

Last edited by sugarbabe : 17-12-2006 at 22:20.
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Old 17-12-2006, 22:25
cuppy cake
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Originally Posted by agentz
Just a couple of months ago my boyfriend was looking at changing his car and had seen an Astra that he was interested in at a small garage in Edinburgh. He was really quite keen on it and they weren't offering too bad a deal in trade on his car. He took me along to see the car just before he did the deal. I was waiting outside while he went to get the keys to this Astra and out he walks with the owner of the garage and who is it? None other than the guy who used to be the dealer principal at the Arnold Clark Seat branch I had all the grief with. I somewhat pointedly told my boyf that there would be no way in hell I'd buy a car from there and that I was leaving. The guys face was a total picture. My boyfriend then said "oh I thought his face looked familiar!"
Did he buy the car though?
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Old 17-12-2006, 22:41
Rebel MC
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Originally Posted by sugarbabe
I see I am not alone with my feelings on AC then!! Just read some reviews on "the review centre". Like to other Scottish poster has said, they have the monopoly around Scotland so it is very difficult if you want a specific make of car which I did.

I did forward a copy of my complaint to Citroen as well as AC and I also spoke to a very nice lady at Citroen. Whilst she was very sympathetc she did say there was not alot they could do about it as the complaint is with the dealership. She did say that they note all complaints because they do look at this when reviewing the dealers franchise. She also said that NO new car should be sold with only 6 months road tax!!!

With regards to the 3 years free servicing this was offered when the Manager took over the case due to the poor service I had received up until then. I really didn't know what to do re the colour although I now quite like the blue I have but that is not the point, however the car had already been registered to me so I didn't know what my rights would be.
The lesson learned is no matter what I will NEVER buy from there again. What is really disappointing is even dealing with the Manager, he turned out to be the worse of the lot of them. We caught him out with a great one though, he told us that he personally had queued for ages in the local DVLA office to try and "rush" through my transfer but they kept quoting their "It can take up to 7 days". When we went in to pick up the car it was the Manager who saw us and although hubby was bursting with anger, he kept very calm and collected. We started talking about the procedures for changing to a private plate and hubby asked the Manager if he had ever actually been in to the local office to see what the procdure is and he was told "No I haven't actually been" Proof of more lies.
So he must have forgot he told me had had been queuing!!
I was also told by one of their staff off the record that they will tell you anything to get you off the phone!!

Unless it's Citroen UK's policy to provide 12 months licence with every new car and they advertise that's so, it's down to the supplying dealer what they choose to do, but they should make it clear what you will be getting at the point of sale.

As for your second point, you entered into a contract with AC to supply you with a car in a specific colour, and you should have a signed order form to back that up (which should also detail an estimated delivery date).

If there was a problem with supplying a car in that colour, AC should have told you before delivery, and certainly before registering it to you; at the point of delivery you were perfectly within your rights not to accept a wrongly supplied car, it would then be AC's problem.
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Old 17-12-2006, 22:44
Weeksy
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Originally Posted by sugarbabe
I have had the most awful experience in purchasing a brand new Citroen car from my local Arnold Clark dealership. Here is a copy of the letter I sent on 22nd November to Arnold Clark Head Office

Dear Sirs

During early October my husband contacted Arnold Clark XXXXXXXXXXXX, enquiring about a Citroen for myself. The

salesman we were dealing with was *****who advised us that there were only 4 of these models in the UK and that it would be advisable for us secure the deal as soon as possible. We agreed on Tuesday 17th October to buy the car, colour, Poseidon Blue and he advised us that the car would be with us within one week to 10 days as the car was sitting at a Citroen dealer in Kent.

My previous Citroen C2 was purchased through the same garage and the salesman mis-spelled my surname so all correspondence I get from Citroen and Arnold Clark always shows my surname spelled incorrectly. Despite advising the garage when we get the car serviced, it still contains the error. I advised ***** of this and he said he would change it.

As I have a private plate on my car, ***** asked if we would take in my tax disc, my Insurance Certificate and DVLA form. This was agreed at 6pm on Monday 23rd October. **** advised he was in all day Tuesday 24th October and it was agreed that my husband would take in the documents. When my husband took in the documents the next day as agreed, we were astonished to discover ***** was on a day off!! Strange he didn’t realise that the night before. Not only that we were advised that my signature was required on the DVLA form. ***** did not advise us of this and when my husband advised the salesman this, he was advised to sign it himself! My husband was shocked at this suggestion to forge my signature on a legal document and quite rightly refused. So all in all a complete wasted journey.


That was the start of things going rapidly downhill. Trying to contact ***** was becoming very difficult as he was off sick everytime we phoned. Eventually the Sales Manager, **** took over our case due to the complete incompetence of *****. He assured us he would make sure that we would have the car as soon as possible. During one of my early conversations with **** I also stressed again about the spelling of my surname. No surprise that when the DVLA form came in for my new car with the SV56 *** plate, the spelling was still incorrect.

I was getting quite anxious as I was hearing nothing, and each week when I made a number of my many phone calls, I was told my car would be here, Thursday, my car would be here Tuesday etc.
On Thursday 9th November I spoke to **** and he advised he was expecting my car on Friday 10th November. By Tuesday 14th November I had still heard nothing so phoned ****. I was told he would phone me back in half an hour. The day finished and no phone call. I phoned Wednesday 10th November and **** was on a day off and nobody could help me. By 11am Thursday 16th November the return phone call from **** had not been made as promised so I phoned back and was told he would phone me back. By mid afternoon, still no phone call, and again same story I phone back and am told he will phone me back. Friday 17th November I still hadn’t heard anything so I phoned Citroen Customer Services to complain.

Eventually **** phoned me Friday morning 17th November and advised me my car was here and had been there for a couple of days, along with some lame excuse his salesman has misunderstood his instruction. He now said he would need to wait for DVLA. I was shocked to hear this as he had all the documentation for this since Monday 6th November.

It was agreed that I would pick up the car Saturday 18th November with the SV56 *** plate and **** would arrange the new plates once the DVLA had completed the transfer.

I could not believe my eyes when I drove into the forecourt on Saturday morning and saw my car. It was the wrong colour!! The colour sitting there was Oriental Blue and not Poseidon Blue as ordered. This was really just the icing on the cake as far as Arnold Clark are concerned. **** said admin would have ordered blue!!! Why would they just order blue when Citroen offer two shades of blue?

**** had an apology letter sitting waiting for me which also offered me 3 years free servicing. The letter was headed up with my name and address but the letter read “Dear Mr Adam” It would appear that nobody seems to be able to do anything correct in this garage.

I was offered free insurance for 7 days but when I left on Saturday I was told the written confirmation would be emailed to me that afternoon. Well no surprise it did not appear and took 2 more phone calls to the garage to obtain this which I received Sunday afternoon 5pm. I was also offered 12 months road tax and only 6 months was given to me. ****said when he gets the DVLA transfer through he will make sure I get 12 months. Well guess what?? Still only 6 months.

The final bit of incompetence came today. My private plates, *** offered that I could have my name on the bottom instead of Arnold Clark. In a conversation last week **** advised my plates are ready with my name on, just waiting the DVLA. I even joked to make sure my name was spelled correctly. The man appeared today at 11.00am, to put on my plates and when I looked they did not have my name on but had Arnold Clark. The man took them back and I phoned the garage at 12.30 and spoke to *****. He said he would arrange for the man to come back to my house at 1pm as I was home for lunch between 1pm and 1.45pm. Well you can probably guess he did not appear. He did appear at my work at 3pm so finally my plates are on.

*** was unable to give me a receipt for the transaction on Saturday and said he would send one out. As of today I still have not received this. He also said he would provide me with mats for the car which he did (cloth ones) but as I was leaving he said he would provide me with rubber mats. Again I am still waiting.

This whole episode from the very start of attempting to buy this car has been a complete nightmare and very stressful for both myself and husband. I am a customer of the company and basically I have been lied to, had promises undelivered, phone calls not returned, simple instructions not followed and wasted journeys. My friends and work colleagues cannot believe this carry on and no doubt will not be calling into Arnold Clark when they want to change their own cars.

I now feel I should be compensated for all the problems I have encountered, the phone calls I have made, the wated journey, the fact I have only been given 6 months tax instead of 12 and most of all the fact the car I now have is NOT the one I ordered.

I look forward to hearing from you

Cc Arnold Clark Head Office and Citroen Customer Services

Added note
Since I wrote the above complaint two further developments.

1. My front number plate which was put on yesterday has now fallen off. It wasn’t even screwed on and was found in the road near where I work.
2. I have today received the DVLA documentation for my new car. I could not believe to read that my name was still spelled incorrectly. **** advised the reason for the DVLA taking so long was due to them having to change my name. Obviously more lies.


I have now received my paperwork in respect of the purchase, a cheque for the remaining 6 mths tax and mats, they took over 2 weeks to arrive.

Arnold Clark Head Office have apologised, and said as I have now received the outstanding items they are closing their files. I have advised my complaint is much more than the outstanding items. My question is for advice what to do next eg I would love for a Senior member of their company to read and review my complaint. Does anyone have any contact details? Should I just cut my losses?

Bloody hell, I thought that was a very long joke! Waiting for the punchline! ARGH!
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Old 17-12-2006, 22:47
russellelly
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On my last car purchase from Arnold Clark the salesperson forged a signature on a road tax document. Never took it further dince it wasn't a problem in this case, but of course it was wrong. The 14 month old car is now letting in water, and of course AC are wanting me to contact Ford - nope, Sale Of Goods act applies to retailer not manufacturer. It may be quite a battle. The servicemanager recognised m mother from her custom at another Ford dealership (before they all became AC near here) after it took 7 attempts for them to fix her car (from the same problem) some 9 or 10 years ago!
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Old 17-12-2006, 22:48
sugarbabe
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Originally Posted by Rebel MC
As for your second point, you entered into a contract with AC to supply you with a car in a specific colour, and you should have a signed order form to back that up (which should also detail an estimated delivery date).
I never received any written confirmation of any order. Up until this week the only thing I had paperwork wise (apart from DVLA) was the receipt for my Credit Card Payment.
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Old 17-12-2006, 23:04
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Originally Posted by sugarbabe
I never received any written confirmation of any order. Up until this week the only thing I had paperwork wise (apart from DVLA) was the receipt for my Credit Card Payment.
Then they were already in breech of contract (unless Scottish law differs on this point, I ran dealerships in England), you never should have left the showroom with out an order form authorised by both yourself and the dealership (the salesman's signature is considered authorisation as he is acting as the representative of the dealer).
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Old 17-12-2006, 23:11
5th Horseman
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Arnold Clark don't have the best of reputations :

Arnold Clark Suck

Having said that, I bought one of my cars from Arnold Clark, I have all my servicing done by them and I know the Sales Manager, Workshop Manager, Chief Mechanic, Parts Manager and most of the rest of the staff by their first name and they are all top guys and have always done a good job for me.
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Old 17-12-2006, 23:14
Rebel MC
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Originally Posted by russellelly
On my last car purchase from Arnold Clark the salesperson forged a signature on a road tax document. Never took it further dince it wasn't a problem in this case, but of course it was wrong. The 14 month old car is now letting in water, and of course AC are wanting me to contact Ford - nope, Sale Of Goods act applies to retailer not manufacturer. It may be quite a battle. The servicemanager recognised m mother from her custom at another Ford dealership (before they all became AC near here) after it took 7 attempts for them to fix her car (from the same problem) some 9 or 10 years ago!
Actually, you should contact Ford, because they may become your ally; if you complain enough, Ford will exert pressure on the dealer and may even require them to supply you with a replacement vehicle.

You are quite correct though, you entered into a contract with the dealer and they should be putting it right.

The only question I need to ask is, is it still under warranty?
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Old 17-12-2006, 23:16
Rebel MC
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Originally Posted by 5th Horseman
Arnold Clark don't have the best of reputations :

Arnold Clark Suck

Having said that, I bought one of my cars from Arnold Clark, I have all my servicing done by them and I know the Sales Manager, Workshop Manager, Chief Mechanic, Parts Manager and most of the rest of the staff by their first name and they are all top guys and have always done a good job for me.

Do you mean you've spent so much time there that you've got to know them that well?

Doesn't say much about the car!
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Old 17-12-2006, 23:35
AubreyStevens
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I always think if you buy a car from a garage then they should sort out any problems not Ford,Vauxhall or any other manufacturer.
Same if you buy any electrical stuff I want the shop to sort it out not give me the number of the manufacturer.
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Old 17-12-2006, 23:45
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Originally Posted by AubreyStevens
I always think if you buy a car from a garage then they should sort out any problems not Ford,Vauxhall or any other manufacturer.
Same if you buy any electrical stuff I want the shop to sort it out not give me the number of the manufacturer.
If you buy a new car from a dealership, in the first instance it's down to them to fix any fault.

If, after what the law describes as 'reasonable attempts' (bit of a grey area this, we should've introduced the US 'lemon law' long ago) the fault still isn't rectified, the dealership can revert to the manufacturer for help and guidence.
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Old 17-12-2006, 23:51
AubreyStevens
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That's fair enough if it's the dealer that contacts the manufacturer and doesn't tell the buyer that they have to do it. When I buy a new car I want customer service from the dealer.
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Old 18-12-2006, 00:16
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There is a point when the dealer can do no more.

My philosophy would be to get the customer to contact the manufacturer at the first sign that there is a problem the dealership can't fix, that's why I'm an advocate of the lemon law, it places the ultimate onus on the manufacturer, not the dealer.
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Old 18-12-2006, 00:24
agentz
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Originally Posted by cuppy cake
Did he buy the car though?
Nope! We went and bought a Leon from a really nice dealerin Stirling instead
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Old 18-12-2006, 01:22
skp20040
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Quite a few othjers also seem to have problems with Arnold Clark

http://website.lineone.net/~arniecla...ls/page12.html

The Chairman and Chief Exec is still the man who founded the company Sir Arnold Clark. I would suggest you write to him directly care of the head office at :

Sir Arnold Clark
Arnold Clark Automobiles Ltd
134 Nithsdale Drive
Pollokshaws
Glasgow
G41 2PP

Rememebr send it Royal mail Signed for, it always seems that companies appear to reply wuicker when you have proof of delivery .

If you get a reply from a person other then the person you addressed it to and that refers you back to the garage concerned then write again and ask that the letter be passed to the person it was addressed to and asking for a reply with suggested solution to being sold the incorrect car and all the problems within 7 days or you will take legal action against them. I bet you get some sort of action then.

They were already in court alst year and fined £150,000.00 for HSE issues , I doubt they fancy any more bad publicity, especially when it is so clear they were in the wrong.

Last edited by skp20040 : 18-12-2006 at 01:23.
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Old 18-12-2006, 06:59
sugarbabe
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Thanks for that SKP. The laugh of it is, their reply which was basically a holding letter advised that they will refer the complaint to the Branch Manager. Thing was my complaint was about him.

After 10 days when I hadn't heard anything apart from an acknowledgement, I telephone their Head Office to be told they had closed their file. When I asked why as I hadn't heard anything, the girl was quite shocked and said so you haven't heard from the garage then? So obviously more lies from the garage as she read out from her notes that the garage had arranged for the outstanding items to be sent to me!!! I explained my complaint was far more than the outstanding items. L:ater that day I received the outstanding items by delivery to my house. Then I received a letter saying they are now closing their file.

So the latest is I have resurrected and asked for a senior member of staff to deal with. I think my next step will be to forward all of my correspondence to Mr AC himself and see what happens.
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