Our initial experience was okay. The lady that greeted us on the front desk was really informative and friendly. We test drove 2 cars, paid the deposit on the one that we liked and went ahead.

The day of collection could have been better. The valeting on the car was poor, I mentioned this a few times to the handover team and the response was ‘we turn around a lot of cars’.

When going through the handover documents nothing was mentioned about the MOT until I asked. There was an advisory, but that hasn’t been sorted. In my opinion, it should have been, regardless of whether it’s safe to drive. Again, I questioned this but the manager was happy to leave it as it was. The mileage on our MOT certificate is 5000 more than what the car has actually done.

Some observations:

If you work in customer service, smile. Don’t stand around huddled together chatting, whilst people are waiting to be served.

Clean cars to a better standard, mud marks should be wiped off the interior regardless of how many cars you turn around.

Handover team needs more autonomy, know about the car you’re handing over rather than having to check with lots of different people for answers.

Give customers the option on whether they want the advisories on the MOT sorted.