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My first experience with Evans Halshaw
Instead of giving you the whole story, here's the letter I just emailed to Evans Halshaw Customer Care (sorry about the poor formatting - I cut and pasted it from email)...
Dear Customer Care
Sadly I have had to resort to sending an email to you as it is obvious
that you do not respond very well to messages left on the Customer
Care answering machine.
I collected my car from Evans Halshaw on Sunday 15th May this year. I
bought an A-Class A140 Mercedes-Benz, Reg. No. ******. The car was
purchased from Evans Halshaw Citroen in Hartlepool.
It became apparent on the journey back to Scotland that the car had a
few problems.
• The rear passenger door window does not stay up but kept falling open.
• The heater doesn’t work. Occasionally, if driving on a motorway with
the heater full up you can just about feel some warmth from the vents.
Totally unacceptable.
• The washer jets on the front windscreen do not work.
• The driver seatbelt is frayed over several inches where it crosses your chest.
• The rear de-mister works but not well.
• There is a mechanical rumble when the car turns on full-lock.
• When the vehicle is started a warning light comes on telling me that
the car is now overdue for a service!!!! Surely this should have been
done prior to sale. Given the above faults, obviously not.
None of these faults were indicated on the car’s check sheet enclosed
with the Evans Halshaw customer pack which actually declared the car
in full working order. This is a gross misrepresentation of the
vehicle.
Evans Halshaw in Hartlepool informed me that any issues could be dealt
with by a local branch. My local branch is Evans Halshaw, Falkirk,
this is a Vauxhall dealer. After the Falkirk branch looked at my car
and consulted with the Hartlepool branch it was declared that they
were prepared to fix only the front wash/wipe and the rear passenger
window. I find this totally unacceptable.
I called Customer Care and left a message explaining my
dissatisfaction. My call was returned the next day and a gentleman
informed me that he had spoken to both garages and wanted to hear my
side of the story. After explaining my situation he informed he would
investigate further and get back to me. Two weeks have passed since
that call and I have not heard from him since. Seven days ago I
called Customer Care and left a message requesting some sort of
update. I left my contact details clearly at the end of the message.
I am still waiting for my call to be returned, hence this email. The
only contact I have had recently was from the Falkirk branch to inform
me that parts had arrived to fix the water jets and the rear window.
Much as I am happy for this to be done, and it is progress, I am not
prepared to move on this until the other issues are resolved to my
satisfaction.
I would like someone with some sort of authority to contact me and
explain fully why I have not been contacted and updated. I would like
an explanation as to why only two of my issues have been offered
resolution. I would like to discuss, with someone that has the power
to actually achieve something, how we can move forward and resolve the
outstanding problems with my car.
I would like to take this opportunity to express my utter frustration,
anger and disgust at the incredibly poor customer service I have
received from this company. This is the first vehicle I have
purchased from Evans Halshaw and it will certainly be my last. It
would appear that Customer Care doesn’t actually care and for me that
reflects perfectly the attitude of Evans Halshaw towards its
customers.
....Any advice where to take this if they don't respond????
Dear Customer Care
Sadly I have had to resort to sending an email to you as it is obvious
that you do not respond very well to messages left on the Customer
Care answering machine.
I collected my car from Evans Halshaw on Sunday 15th May this year. I
bought an A-Class A140 Mercedes-Benz, Reg. No. ******. The car was
purchased from Evans Halshaw Citroen in Hartlepool.
It became apparent on the journey back to Scotland that the car had a
few problems.
• The rear passenger door window does not stay up but kept falling open.
• The heater doesn’t work. Occasionally, if driving on a motorway with
the heater full up you can just about feel some warmth from the vents.
Totally unacceptable.
• The washer jets on the front windscreen do not work.
• The driver seatbelt is frayed over several inches where it crosses your chest.
• The rear de-mister works but not well.
• There is a mechanical rumble when the car turns on full-lock.
• When the vehicle is started a warning light comes on telling me that
the car is now overdue for a service!!!! Surely this should have been
done prior to sale. Given the above faults, obviously not.
None of these faults were indicated on the car’s check sheet enclosed
with the Evans Halshaw customer pack which actually declared the car
in full working order. This is a gross misrepresentation of the
vehicle.
Evans Halshaw in Hartlepool informed me that any issues could be dealt
with by a local branch. My local branch is Evans Halshaw, Falkirk,
this is a Vauxhall dealer. After the Falkirk branch looked at my car
and consulted with the Hartlepool branch it was declared that they
were prepared to fix only the front wash/wipe and the rear passenger
window. I find this totally unacceptable.
I called Customer Care and left a message explaining my
dissatisfaction. My call was returned the next day and a gentleman
informed me that he had spoken to both garages and wanted to hear my
side of the story. After explaining my situation he informed he would
investigate further and get back to me. Two weeks have passed since
that call and I have not heard from him since. Seven days ago I
called Customer Care and left a message requesting some sort of
update. I left my contact details clearly at the end of the message.
I am still waiting for my call to be returned, hence this email. The
only contact I have had recently was from the Falkirk branch to inform
me that parts had arrived to fix the water jets and the rear window.
Much as I am happy for this to be done, and it is progress, I am not
prepared to move on this until the other issues are resolved to my
satisfaction.
I would like someone with some sort of authority to contact me and
explain fully why I have not been contacted and updated. I would like
an explanation as to why only two of my issues have been offered
resolution. I would like to discuss, with someone that has the power
to actually achieve something, how we can move forward and resolve the
outstanding problems with my car.
I would like to take this opportunity to express my utter frustration,
anger and disgust at the incredibly poor customer service I have
received from this company. This is the first vehicle I have
purchased from Evans Halshaw and it will certainly be my last. It
would appear that Customer Care doesn’t actually care and for me that
reflects perfectly the attitude of Evans Halshaw towards its
customers.
....Any advice where to take this if they don't respond????
0
Comments
-
I would tell them that under the sales of goods act you wish to reject the car,sounds like it'll be a lemon in the long run and they're hardly been keen to sort the problems out!!0
-
So how many of the problems were there when you viewed and test drove the car?0
-
Confirming my widely held beleif that the Merc A class was a crap car.
Bought a low miles ex motability one to sell on a few yrs ago, bag of crap at three yrs old, only just managed to get my mo.ey back on that pig.
A Merc bought by those who can't afford a Merc. Always full of isues like the above poster.0 -
A Merc bought by those who can't afford a Merc. Always full of isues like the above poster.
Kinda like people who buy a Porsche Boxter, they just can't afford a 911 :rotfl:“I may not agree with you, but I will defend to the death your right to make an a** of yourself.”
<><><><><><><><><<><><><><><><><><><><><><> Don't forget to like and subscribe \/ \/ \/0 -
Confirming my widely held beleif that the Merc A class was a crap car.
Bought a low miles ex motability one to sell on a few yrs ago, bag of crap at three yrs old, only just managed to get my mo.ey back on that pig.
A Merc bought by those who can't afford a Merc. Always full of isues like the above poster.
Just what is your problem?
Are your really the sort that hides behind your keyboard and has a pop at every things someone says that don't agree with you?
Since I started here you seem to think I am someone else you have an issued with.
I think your failure to be able to pay your council tax has lefty you with a complex.;)0 -
would the seat belt fail an mot?
is the heater working now?
is this an old A class because the steering is dire on them as standard
washers should work at POS
window issue easy to miss on a PDI
See what response your email brings
personally i would have sent it registered mail and left the last paragraph off
why not have an mot taken on the car to asses if steering is fit for purpose
hardly dealer fault service light came on but its reasonable to ask them to carry one out for the inconvenience you have suffered0 -
Wondering if service was done but they couldnt reset the service light as it requires a mercedes computer to do it. You dont list the reg but it sounds like you bought a PX they took in and took a punt on rather than putting on the auction wagon like they should have.0
-
Confirming my widely held beleif that the Merc A class was a crap car.
Bought a low miles ex motability one to sell on a few yrs ago, bag of crap at three yrs old, only just managed to get my mo.ey back on that pig.
A Merc bought by those who can't afford a Merc. Always full of isues like the above poster.
How does any of that help the OP?The greater danger, for most of us, lies not in setting our aim too high and falling short; but in setting our aim too low and achieving our mark0 -
Check the coolant level. A heater not working properly is a classic sign of this being low.
If it's been run for a long time on low coolant then there is a good chance further damage has been done and you should consider rejecting the car as this could get expensive.
Service light doesn't necessarily mean anything. Main dealers often forget to clear the light, and chances are since it was serviced by a Citroen dealer, they don't have the computer necessary to clear the light. Yes they should have cleared it, but it isn't necessarily an indication that the service wasn't done.
"Mechanical rumble" at full lock isn't necessarily a problem. If you stop applying pressure to the steering wheel does the sound go away? If so then this is normal, it's the power assisted steering attempting to turn the wheels further than they can go, something it does because you are telling it to do this, by pushing on the wheel.
The other problems are comparatively minor fixes and are, sadly, a result of the A-Class being a fairly crap, poorly built, car as stated in earlier posts.0 -
are, sadly, a result of the A-Class being a fairly crap, poorly built, car as stated in earlier posts.
I think it's slightly unfair to put this label on the A-class.
All Mercs built from around the turn of the century, suffer with build quality issues
It's just a case of the people who can afford to buy them new, they don't care about reliability, they just want a Merc, they probably won't keep them long enough to see any problems (sold on when the next reg numbers come out). So it doesn't really matter to Mercedes-Benz if they start to fall apart 3.5 years down the line....
This next part applies to almost all the large manufacturers.
In fact it's better if they do fall apart, as it's a boost to the dealership income on the servicing and repairs. Plus the parts are probably still under original supplier warranty, which means they can make money from the customer AND then charge the supplier for the same cost.
So in the case of the repairs needed on my mates 7 year old C320 at £1200, the dealership would be raking in a very cool £2400+.“I may not agree with you, but I will defend to the death your right to make an a** of yourself.”
<><><><><><><><><<><><><><><><><><><><><><> Don't forget to like and subscribe \/ \/ \/0
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