Bad customer service!!!!

LTaylor248

I brought a Mini one in April 2012 from Motor Line Direct, Shepshed, the sales guys were really helpful and nice when I was looking round and when I was going in to sort out paperwork. I took the car out on finance, this was through Black Horse, I was then advised when i brought the car to take out a £300 12 month warranty for 'peace of mind', which I thought was a good idea as at least if anything went wrong I would be covered for the first year! I picked up the car around Easter and took it straight round to my dads so he could have a look at it, we noticed a big dent and scratch over the rear passenger side, this wasn't their when I went to view the car, on the rear wheel arch their was green paint in the scratch! I remembered when I went to view the car their was two other green minis either side of my car! The next day I rang motor line back up and say about this, they said that they didn't no how it had got their and told me to bring it back, I took it back and with a bit of a struggle I got them to sort it out! A month or so passed by and the car soon developed a rattle in the engine, I then rang motor line back up and I spoke to a man, he was very rude on the phone and told me to bring it back, I took it back to him and he said that was perfectly normal for a mini to sound like that! I explained that when I was viewing the car, it didn't rattle and make that noise! So he said he would send it off to a garage to be looked at, I got a phone call back after a hour of sending the car away to say that it had been to the garage and everything is fine, so I decided to leave it as it had been looked at by a car garage! Even though I had got another mechanic to look at it on the side who said they thought it was the pistons! But motor line said if it was the pistons I would have had to pay extra as this wasn't part of my warranty!! Febuary 2013 my car then started to make another noise, this was coming from the rear of the car and sounded like my exhaust was going to fall off, i rang motor line back up and explained the issue, but once again (without even looking at it) this wasnt covered in my warranty, i took the car to another garage where i payed someone to look at it, turns out it was my rear suspension bushes which had gone, so I payed someone to change this for me, as motor line direct said it wasn't covered!!! march 2013 I noticed my drivers side window wasn't going up into the car when I closed the door and it was dropping by at least 2 inches when I tried to lock my car, I took it back again to motor line direct who said they would ring me back the next day as it was to late on the day to sort something out! I waited for my phone call the next day, which never happened so I rang them and spoke to a guy who said well sorry windows are not covered under warranty!!! I asked what I was supposed to do, and he told me they could send it off to be looked at but it was cost me more money! I asked the sales rep what did my warranty cover as it seems that I spent £300 on a piece of worthless paper because every time I raise a issue it's never covered! He then said well I could get someone to ring you back, and put the phone down on me! An hour later I got a phone call from a man who said the same thing that it wasn't covered, nothing they can do, unless I pay more money! I explained to the man that I wasn't happy and I didn't appreciate having the phone put down in me, and I think that they have got bad customer service! The man argued with me over the phone and was very rude just like the others i had spoken to!I tried to have a look on the Internet at their complaint procedure but couldn't find anything to do with complaints or any head office number or names! So I asked the guy on the phone for the details of their managing director, and he said that he didn't have to disclose that information to me, and that in my line of work, would I disclose my managing directors name?! I told him I would as I have aright to go above him as he was rude and unprofessional towards me, and not helpful at all! I have recently read reviews on this company over the Internet and everyone has said the same, that they don't wont to no, and their not liable as soon as cars have left the forecourt! I want to no how I go about getting the information I need to make a complaint, and how to stop this from happening again and again to innocent people who trust car sales men to sell them a car! This company is a scam and incredibly un reliable! The sales team who work their are rude and so unprofessional, if I had done my research about them before hand, I would of never considered looking at their cars!!!

AAAAA

LTaylor248 wrote: »

I brought a Mini one in April 2012 from Motor Line Direct, Shepshed, the sales guys were really helpful and nice when I was looking round and when I was going in to sort out paperwork. I took the car out on finance, this was through Black Horse, I was then advised when i brought the car to take out a £300 12 month warranty for 'peace of mind', which I thought was a good idea as at least if anything went wrong I would be covered for the first year! I picked up the car around Easter and took it straight round to my dads so he could have a look at it, we noticed a big dent and scratch over the rear passenger side, this wasn't their when I went to view the car, on the rear wheel arch their was green paint in the scratch! I remembered when I went to view the car their was two other green minis either side of my car! The next day I rang motor line back up and say about this, they said that they didn't no how it had got their and told me to bring it back, I took it back and with a bit of a struggle I got them to sort it out! A month or so passed by and the car soon developed a rattle in the engine, I then rang motor line back up and I spoke to a man, he was very rude on the phone and told me to bring it back, I took it back to him and he said that was perfectly normal for a mini to sound like that! I explained that when I was viewing the car, it didn't rattle and make that noise! So he said he would send it off to a garage to be looked at, I got a phone call back after a hour of sending the car away to say that it had been to the garage and everything is fine, so I decided to leave it as it had been looked at by a car garage! Even though I had got another mechanic to look at it on the side who said they thought it was the pistons! But motor line said if it was the pistons I would have had to pay extra as this wasn't part of my warranty!! Febuary 2013 my car then started to make another noise, this was coming from the rear of the car and sounded like my exhaust was going to fall off, i rang motor line back up and explained the issue, but once again (without even looking at it) this wasnt covered in my warranty, i took the car to another garage where i payed someone to look at it, turns out it was my rear suspension bushes which had gone, so I payed someone to change this for me, as motor line direct said it wasn't covered!!! march 2013 I noticed my drivers side window wasn't going up into the car when I closed the door and it was dropping by at least 2 inches when I tried to lock my car, I took it back again to motor line direct who said they would ring me back the next day as it was to late on the day to sort something out! I waited for my phone call the next day, which never happened so I rang them and spoke to a guy who said well sorry windows are not covered under warranty!!! I asked what I was supposed to do, and he told me they could send it off to be looked at but it was cost me more money! I asked the sales rep what did my warranty cover as it seems that I spent £300 on a piece of worthless paper because every time I raise a issue it's never covered! He then said well I could get someone to ring you back, and put the phone down on me! An hour later I got a phone call from a man who said the same thing that it wasn't covered, nothing they can do, unless I pay more money! I explained to the man that I wasn't happy and I didn't appreciate having the phone put down in me, and I think that they have got bad customer service! The man argued with me over the phone and was very rude just like the others i had spoken to!I tried to have a look on the Internet at their complaint procedure but couldn't find anything to do with complaints or any head office number or names! So I asked the guy on the phone for the details of their managing director, and he said that he didn't have to disclose that information to me, and that in my line of work, would I disclose my managing directors name?! I told him I would as I have aright to go above him as he was rude and unprofessional towards me, and not helpful at all! I have recently read reviews on this company over the Internet and everyone has said the same, that they don't wont to no, and their not liable as soon as cars have left the forecourt! I want to no how I go about getting the information I need to make a complaint, and how to stop this from happening again and again to innocent people who trust car sales men to sell them a car! This company is a scam and incredibly un reliable! The sales team who work their are rude and so unprofessional, if I had done my research about them before hand, I would of never considered looking at their cars!!!

Paragraphs ARE YOUR friend.

Slowhand

I stopped reading after the words 'I brought'.

Chickabiddybex

Did you ask what was specifically included in the warranty before you spent £300 on it?

arcon5

Well bushes are a wear and tear item. The paintwork appears to have been rectified. So really your only issue is the window?

Do you have a document saying what the warranty does cover? It should cover major components and faults and exclude wear and tear items. If not then ask for a copy.

What's the cars age and mileage?

LTaylor248

It's a 57 plate, and it's done about 37,000 miles! I didn't no that it was the bushes to start with, but they wouldn't even look at the car for me, to even find out what was wrong to even say well that's not covered under warranty!

MamaMoo_2

Again, did you check what was included in the warranty prior to purchasing it?
Do you have any warranty documents?

comeandgo

You say in your opening paragraph "at least if anything went wrong I would be covered for the first year! " Unfortunately warranty's do not do that - there are only a few things you can claim on which will be mentioned in the paperwork you got, though there is no excuse if they were rude to you.