Awful customer service and experience
Awful customer service and experience.
I had been looking for a Mini for a while and then the perfect spec came up at Sumter Mini in Coventry. The test drive and experience at first with Owen went well.
It all went downhill as soon as I bought the car. There were issues straight away, we had told Chris we were coming to get the car on a particular day which he had agreed to, but he did not inform anyone of this. So on the morning of collecting the car, I was told that it was not ready, there were no admins in to do the paperwork and the valeters were also not in. Meaning I had to drive away with a filthy car (I had no option due to selling my previous car after being told o could pick up my new one).
Upon getting home we noticed a dent and the black trim on the rear bumper was hanging off. We contacted Sytner stright away and were essentially fobbed off and told to try and fix the bumper ourselves as it was just a ‘clip’ in.
Further inspection at home, we noticed the reason why the bumper was hanging off - the car had clearly been in a bump. We asked Chris about this, who then lied to us and said no such thing has happened to the car (we later had confirmation in writing from the service guys that it did in fact happen).
The window washers were not working, so I am really unsure how this ever passed its MOT and service (which they assured us would happen before I got the car), meaning the car was then illegal to drive.
We expressed all of these concerns to Chris, whose response was basically ‘I can’t promise it will all be fixed’ then when asking about some sort of compensation, the answer was none. Chris then thought it was okay to argue back and forth with my dad, via email, which from a customer service POV is absolutely awful.
They later agreed to fix the dent and the windscreen washers, they have not fixed the rear bumper. We were told that the parts they ordered did not fit, however, they knew full well that the car had a body kit on it, meaning they didn’t bother ordering the correct parts, or even try to resolve this.
I was assured that my fuel for all of the back and forth would be paid for, due to it being a roughly 60 mile round trip at one time, I only had my fuel reimbursed once, dispute the multiple journeys that my car did.
When Chris had told me all had been fixed apart from the bumper, I asked a final question, no surprise, I was ignored. So my dad also asked some questions, to which the response was ‘in my opinion this is resolved’, even though, it was not resolved.
My whole experience with this company has been abysmal and I would never reccomend to anyone if they want a good customer journey.