Arnold Clark Issue

[Niblic3rd]

Hi there I am new here so bare with me as I write about the problems I have been having with Arnold Clark.

 

So where to start? I suppose at the beginning would help hehe.

 

I have been buying cars from Arnold Clark for the last 5 years and until the beginning of this year I was a satisfied customer. I went into their Motherwell store at the end of January to trade in my perfectly working Mondeo as I found it was costing me a lot to spend most of the time on my drive way and wanted something a little cheaper to maintain.

 

I spoke to the same sales guy I always do as he has sold me most of the cars I have bought from there and went about getting a new car sorted that would suit my needs a little better than the big Mondeo.

 

So I settled on a nice little 11 plate Astra as my new family run around for my wife and 2 kids. So the deal was done and because of the trust I had I neglected to take a test drive much to my regret. I drove the car home put it on my drive and it sat there for 9 days while I was working.

 

Took my family out for a spin in the new car on my next day off and immediately found that there was something not quite right with the car, so I thought it was probably just me and let it be. I few days later the car got really bad and started to judder when accelerating all the time. I decided to take the car back in and get it checked and they claimed it was the Mass Airflow Sensor and replaced it for me.

 

I took the car for a test drive and no more juddering and I thought great issue solved and onto happy motoring. Unfortunately not quite the ending I wanted a few days later the juddering started again so I took it back in and they told me there was a fault that needed the attention of a Vauxhall dealer as they didn't have the equipment to do the testing. So we arranged a date and I went on my way. I decided to go out to Glasgow in the car and as I was cruising down the motorway in 6th gear the car stalled and I lost all power. I was able to get it started and carried on but the car was not great running. On my way back the turbo in the car kept kicking in and I almost put it into the back of a bus with just a slight touch of the peddle. I decided enough is enough and went back to AC the next day and kicked up a fuss. The service dept. told me they recommend I don't drive the car and left it at that.

 

So by that time I thought to myself I do not want my children in that car any more and decided to try and get them to take the car back as by that time I had only had it a few weeks. The sales guy was more than happy to help and although they claimed they couldn't take the car back for the purchase price they would be willing to give me a good markup on it and keep my payments roughly the same. So I agreed as I thought at the time this seemed like the best way to get away from that death trap of a car.

 

So I bought a different car, they transferred my 2 years warranty package kept my payments the same and I thought great finally sorted. Alas it was not meant to be just yet. I finalised the finance and signed for it all last Tuesday and just as I was about to get the keys to my new car they dive in and say we've lost the V5 and can't tax the car in your name. They said a new one was ordered on the 20th Feb and would have one any day. As a way of an apology they gave me a stock car with no fuel and I had to insure it myself. Also promised me a full tank of fuel in my new car when it's ready which after a week of waiting is probably still going to be a while off.

 

I dunno how to feel about the whole thing as I think on one side they did help me well but the other makes me feel I have been had. Is there more I should be doing? Am I just being paranoid and they have done loads for me already or should I ask for more?

 

Sorry for the wall of text.

 

Thanks, Kev.

[Niblic3rd]

I may have posted this in the wrong sub forum I have just noticed right now. Any mod able to move it to the correct one?

 

Kev.

[i hate bailiffs]

They may of done loads for you already but they have still not done enough

The first car you could of rejected and got the full price paid back towards the new one

[Niblic3rd]

Is there anything more I could ask for to be done to ensure the same thing doesn't happen to me again?

 

I did take the new car for a full half hour test drive where I ran it up and down the M74 and half way around Motherwell to be on the safe side and apart from the basic interior I enjoyed the drive very much.

 

I will need to re-insure the Corsa they gave me which will be another admin fee onto my premium. It ran out last night.

 

Kev.

[stu007]

Hi

 

Sorry you havent had many replies but please be patient I am sure the caggers will pop in.

 

Should you go for anything else well YES you want compensated, why should you be out of pocket due to Arnold Clark.

 

They are the ones that arranged that collection date with you and failed to uphold on you collecting the car on that day at the branch as they failed to notice it had NO V5 due to Arnold Clarks maladministration.

 

Why should you be out of pocket due to the maladministration of that Arnold Clark Branch.

 

Formal Complaint in writing to Arnold Clark in writing (ensure to keep copies) stating what you put in post#1 and due to their maladministration you require to be reimbursed for the following:

 

1. Vehicles Insure costs. (I would not have these costs if not for Arnold Clarks Maladministration)

 

2. Fuel on day (as fuel tank empty). (No courtesy by Arnold Clark to put fuel in car due to their maladministration)

 

Important: Send your letter to the Arnold Clark Branch but also forward a copy to Arnold Clarks Head Office.

 

Remember you are probably dealing with the local branch so the head office will be unaware of whats happened and the local branch will be trying to keep it inhouse, so send your complaint letter to both and keep copies and get proof of posting.

 

I am sure others will be along to give there advice

Edited March 10, 2015 by stu007

[Conniff]

Thread moved to Vehicle retailers and manufacturers

[Conniff]

What was the difference in the buy back price of the first car ??

[DragonFly1967]

Hi

Remember you are probably dealing with the local branch so the head office will be unaware of whats happened and the local branch will be trying to keep it inhouse, so send your complaint letter to both and keep copies and get proof of posting.

 

Good advice. And if it helps at all. The CEO of Arnold Clark (might as well go straight to the top) is Eddie Hawthorne email eddie.hawthorne@arnoldclark.co.uk

 

Head Office address:

 

134 Nithsdale Drive,

Glasgow.

G41 2PP

[Niblic3rd]

What was the difference in the buy back price of the first car ??

 

It was around £1,000 or so loss on my part. At the time I thought I was getting looked after but after giving it some thought I have since realised maybes I am not so well off. Also the car I bought is newer but a petrol not a diesel so hence slightly cheaper price tag, so i guess that's how the payments have stayed the same.

 

Thanks for the advice so far I will write up a letter of complaint about my experience and see where it takes me.

 

The insurance on the Corsa has ran out and I have left it uninsured on my drive way as I was under the hope the car I bought would be ready but I now need the use of a car today so I will give them til 11am and phone again and see what the situation is. If still the same then I will just have to insure it again and add it to the admin cost I have already taken from the first period of temporary cover. The only good part in this is my insurer are helping me by just charging me their admin fee and no other costs, they also say that AC should reimburse me for the inconvenience.

 

Kev.

[Conniff]

It was around £1,000 or so loss on my part. At the time I thought I was getting looked after but after giving it some thought I have since realised maybes I am not so well off. Also the car I bought is newer but a petrol not a diesel so hence slightly cheaper price tag, so i guess that's how the payments have stayed the same.

 

Thanks for the advice so far I will write up a letter of complaint about my experience and see where it takes me.

 

The insurance on the Corsa has ran out and I have left it uninsured on my drive way as I was under the hope the car I bought would be ready but I now need the use of a car today so I will give them til 11am and phone again and see what the situation is. If still the same then I will just have to insure it again and add it to the admin cost I have already taken from the first period of temporary cover. The only good part in this is my insurer are helping me by just charging me their admin fee and no other costs, they also say that AC should reimburse me for the inconvenience.

 

Kev.

 

No, that isn't acceptable. They have sold you a duff car and then just part exchanged it for another with the salesman keeping his 'very' fat bonus, and remember he will have had a nice bonus on the second car as well.

 

Yes write the letter of complaint and send by recorded delivery, but in that letter demand the reimbursement of the difference. Tell them they have 7 working days to respond in your favour. After the seven days have expired if they have not reimbursed you, then you send the letter again but this time headed Letter Before Action and end it saying that if the funds aren't reimbursed within a further 7 working day, action will be taken without further notice.

 

Are you prepared to go to court, because if you aren't then there is no point in sending the above.

[Niblic3rd]

Are you prepared to go to court, because if you aren't then there is no point in sending the above.

 

If you had asked that a few years back when I was younger I wouldn't want the hassle but now I want some sort of compensation dealt to me as I do feel like I have been had.

 

Kev.

[Conniff]

You have been had, this is a real dirty trick to play on a trusting customer. Arnold Clark have deliberately gone out of their way to rip you off.

 

This is the sort of thing that brings the motor trade into such disrepute and why there are more complaints about car sales and garages than any other trade including banks and pay day lenders.

[Niblic3rd]

Well an update of sorts.

 

I got a call from my sales guy telling me they have received the V5 and have sent one of their guys to Glasgow to collect it from ACF (Arnold Clark Finance) to which where they keep such documents I am told.

 

My car will be taxed and delivered to me this afternoon (hopefully fully fueled as promised). I sent a email to the email provided above but it came back with a auto out of office reply saying the guy wouldn't be back until 23rd March. Should I wait until I get a response from him before doing the letters?

 

Kev.

 

Edit:

As of 17:52hrs still nothing back as to whether I will get this car today or not. I have lodged a complaint with their telephone customer service department doubt it will help much but here's hoping.

Edited March 10, 2015 by Niblic3rd

[scaniaman]

Complete waste of time writing head office---if you're very lucky you will get a patronising reply and that's about all.

You say car is on finance---well hope you're not done like me by a personal loan. HP finance is only way to buy from sharkie---that way if you have problems you report to HP company and let them sort it out.

As previously stated, you should have rejected the car and got a full refund---what they did to you is typical of this dire outfit.

If they won't refund you the full price of the car then report them to trading standards Glasgow and VIP tell TS that you know that they have received several complaints about clark in the past.

Your complaint is fully justified under the "Sale of Goods Act".

 

 

 

 

 

 

ARNOLD SHARK----NEVER AGAIN