Very bad experience
In regards to the first visit it was smooth quiet but I expected it to be for a Friday Night.
Rayhaan was nice enough until the additional products then he was very pushy to the point I told him I was about to walk out. I don't mind haggling but I don't like being bullied into something.
My first impressions in the show room was it was well kept, Friday we agree on the costing for my car 11500K and agreed £23397 for the BMW, my finance on my car was to be settled as verbally agreed and Rayhaan Threw in the Gardex & Shine to say that this was indicated to be an added non-cost to me and given as an extra.
Saturday was much busier and despite booking in for an appointment Saturday at 1400. I was not seen until at least 1430. and then I don't think i was finished until 1600 hours. When we were finally seen we started going through the paperwork I asked about the reimbursement off the difference between my Part ex and the finance, I was informed that the addition of the products was not free and in fact been charged leaving no reimbursable value. To be honest I was not happy about this. I have actually lost sleep and considered returning to undo all of the exchange. I was a cash buyer so I could have paid for the BMW outright and I would have been GBP 1500.00 in credit which would have made the BMW 22600.00 GBP which is 800 quid less than what I paid.
Honestly I am not happy being that much out of pocket as that is a mortgage payment to me.
I had to go back in as well after almost driving off, this is where I draw the line I went back in as Rayhaan had pre-agreed to ensure a puncture repair kit was in the boot for me it was not. So I went back to Handouts and there was Lewis who did my car tax and transfer, A lady and Rayhaan's Manager. When I was speaking the Lady was most unwelcoming and looked as thought she despised Rayhaan for agreeing to a Puncture repair kit. When Rayhaan was present his Boss / Manager looked at him and said everything should be ready but the way he handled it could have been done out the sight of the customer.
As for Lewis he brought my car into trade gave me mine cant really fault him.
All in all As to the above delayed wait time, lack of transparency being closed off and rude to your employees and leaving me more out of pocket and considering other action I will not visit Big Motor World again to purchase a car. If you are on trust pilot I shall be leaving a copy of this review there also.
Reply from Big Motoring World
Hi Matt,
Thank you for bringing this matter to our attention and expressing your dissatisfaction with the service you've received from Big Motoring World. We apologise for any inconvenience or frustration caused by the issues you've encountered during your purchase.
Your experience with what you have detailed falls well below par with what we expect from the service here at Big Motoring World and is not what we would want any of our customers to experience.
I have passed this on to the relevant Management Teams so that this can be reviewed internally. Additional training will also be provided where necessary to ensure this does not happen again.
Once again, my sincere apologies, however, I can assure you that the necessary steps will be taken to ensure that the best possible service is offered moving forward.
Kindest Regards,
Big Motoring Word