Carcraft chertsey mis-sold NAC guarantee

MJGA

Hi there

Just wanted to share and warn you about the tactics used by Carcraft Chertsey. My daughter brought a car June 2010, after almost 8hours at the premises, arranging the finance, she was offered the NAC5year guarantee, for just under £11.00 per week. Eveything was covered should the car breakdown etc, except the brake pads, tyres, wiring (which hardly goes...he said) and the battery(this was how it was explained to us verbally, TWICE by sales rep. Seemed a good deal, was NOT told to read the booklet before signing!!! Since found out NAC guarantee only covers very specific parts etc. Have been in touch with the finance company to advise of the misrepresentation, and of course lovely helpful carcraft NOT!!!! They have responded with the expected, should of checked it yourself, it's customers responsibility, oh I see, so nothing to do with the salesman misadvisng/informing to seal the sale. Have been back in touch with consumer direct, need to send another letter asking for them to respond to my actual complaint!!! will keep you posted, have written to watchdog aswell, I STRONGLY SUGGEST that eveyone affected by this company report them to Consumer Direct and Watchdog, otherwise, they will just keep on getting away with it, where does it leave us the Consumer, lets use the people who can help and the more people who write/email/telephone wit their complaints, the more it will strengthen our case.
Thanx for reading.

MJGA

Thank you for responding to my concerns. However, it is all well and good replying in what appears to be a 'caring' way. It is just all so false, you would not believe the trouble, rudeness, and total lack of understanding i have already received from your customer service centre at your head office. Even to the extent that my original complaint and the issues raised have never been responded to, carcraft HO insist it is all down to me!!!!!!!! A manager NEVER responds inspite of my letters going directly to her, she has never responded, it has always been a customer service advisor, whom i must add is the most ignorant person i have EVER had a written response from. So my complaint has NEVER been answered, as in the disgraceful way this guarantee was mis sold to me, AND, I also notice on your website, that you issue a FREE 2year NAC Guarantee, so why are you charging me for a 5year!!!!!! It was NEVER mentioned to me about the free 2years, but then that doesnt surprise me. I am now also in discussions with the finance provider regarding some even MORE serious issues over the way Carcraft Chertsey have 'falsely' applied for my finance on the 17th June 2010, the finance company are now investigating this. Consumer Direct have handed all information on both disputes over to Trading Standards, so Carcraft, if this takes me two years or whatever, i will not give up on my principles, why dont you read all the other forums, and see EXACTLY what your company behaves like, how they manipulate people to get a SALE, how they act under handedly to sell the NAC Guarantee, and how they fix figures and deposit amounts, tell you that finance company wont approve the full amount required for the purchase price, WHEN THEY HAVENT EVEN REQUESTED IT IN THE BEGINNING, how i now have 3 DIFFERENCE PIECES OF PAPERWORK SHOWING 3 DIFFERENT PURCHASE PRICES!!!!!!! Carcraft - you are a joke!!!! So what is the point in calling the number you have provided.......THERE IS NO POINT, because you just DONT LISTEN OR CARE!!!

MJGA

I have just checked my paperwork, you really are a joke, as 0845 400 9718 is the customer service number i already have, so even if i call this, you cant speak to a manager, as they dont allow you to, and, you are only met with rudeness, and of course the customer service adviser, so you may think you are looking all helpful on here, you need to be a lot more genuine than that, dont you think??????

Carcraft_Customer_Service

Hi MJGA,

My name is Linzi, I am a customer service manager at Carcraft, I would like to see if i could help with your situation, my direct line is 01706 753569.
I hope to hear from you soon.

Regards
Linzi

MJGA

Thank you for responding Linzi, maybe somebody does have a degree of empathy after all at Carcraft. We shall wait and see??? I have left you a voicemail on Thursday 11th August @ 18:20 I look forward to hearing from you.

MJGA

Quentin

Carcraft wrote: »

We are sorry to hear that you are not happy with the NAC guarantee or the way you feel it was sold to you.....

You break a number of site rules.

Especially cynically using your sig to advertise your company here!

Quentin

Carcraft_Customer_Service wrote: »

My name is Linzi, I am a customer service manager ....

Now 2 reps in one thread!

You need permission from admin to use MSE like this.

Antispam

Carcraft spam the forums reported two reps

Poor show for a company

Quentin

Antispam wrote: »

Poor show for a company

Not only doing this rule breaking spam in this thread. They also seem to be abusing the pm system.

They attempted to set up a complaints thread (now deleted) elsewhere on MSE earlier today, were advised by many posters not to spam, not to pm etc, but just carried on till it was removed (even now they are attempting to pm me).

Quentin

lucy1973 wrote: »

I have been researching Carcraft as a friend of mine is looking for a car but does not have access to the Internet. ....

Shame your friend cannot get on the net and read the reviews of Carcraft to be found. As you are doing the research for her, perhaps you could print off some from here:

http://www.reviewcentre.com/Carcraft__60.htm

Recent ones include these words:

worst place to go/beware/rude/overpriced cars/total cowboys/advise people NOT to go there/joke/salesman lied/these guys lie and steal your money/terrible/worst company ever

Also you might like to point out to your friend that the carcraft rep is shown as being banned from posting on the MSE forums!

MJGA

I have now spoken to Linzi, she was extremely polite and seems very genuine. She has requested ALL relevant paperwork to do with the financial 'agreement', and all correspondence I have so far entered into with Carcraft/Blackhorse (the finance provider) and NAC. I shall update on here as to any progress, or indeed the final outcome with Linzi's assistance. I only hope that once she receives all my information the 'people that can' do take it seriously, and act on it with the appropriate measures that it so warrants. So I applaud her for being brave enough to put her details on here for me to make contact, for without this info, I would still be stumbling in the dark trying to get someone to listen.