Bristol Street Motors Avis 13

Customer service after purchase is non-existent. They are quick to sell but disappear the moment something goes wrong. I would strongly advise anyone to think twice before buying from Bristol Street Motors kings Norton, if you expect any level of aftercare or professionalism. Very disappointing experience.

I have a Dacia Sandera that has a fault on its drive system and is uncomfortable to drive. I took it to Bristol Street Motors because I got it from them after struggling for a year with it. I was happy to trade my PCP car in and buy a second hand one instead.
I was asked to get two minor bumps on my car fixed so that it would be classed as 'as new' £300+vat.
In three weeks my car went from +£1000 equity to -£130 equity.
If I buy a car from them they would write off the - equity.
They showed me a Duster with multiple scratches and a dent with an engine that was very ropy. Staying the damage will rub out and the engines sound like that!
I asked if I just handed my car back (now in mint condition), could I just walk away? Yes.
I said I'd have a think about.
I went back and said that's what I want to do, they then said because I have the car on PCP there will be a penalty to pay for early return. They also wanted me to pay for the service (£180).
I went to Motor City to look at comparisons with my daughter and they had an older car, in better condition. I explained what was going on next with neighbors and they freely offered me advice and support on how to try and resolve the above issue.
They had a chinwag and eventually offered to buy my car themselves as they could see how angry I was.
I'm a veteran and I have had a bypass in leg, hence needing a car that is more comfortable than the one I have.
They showed me respect and kindness where Bristol Street Motors showed how much there wallets mean to them.
Everyone has to make money, I understand that, but don't lose site respecting the hand that feeds you.

Below is a copy of my letter of complaint I sent to the area manager for Bristol Street Vauxhall, Stamfordham Rd, Newcastle upon Tyne. I did not receive a reply.
Model: Vauxhall Insignia 1.6 Cdti Ecoflex diesel
Reg: DV17NDX
Job no. 824379

Dear Mr Fenwick,

I am writing to you to complain about the service standard I received following a main service and fuel and air conditioning service on my Vauxhall Insignia. I collected the car on Monday 11th August. There were no issues reported. When I read the vehicle health check report the following day it was clear that the report had not been filled in. I returned on Tuesday and pointed this out to one of the service advisors. The advisor immediately commented that there had been a problem with the system the previous day. I commented that there had been no mention of this when I collected the car and asked what was the point of giving me a blank report. I did not get a reply. I then asked for the report to be completed so that I had a record of the condition of the car. The advisor then opened the service report on computer and advised me that there were no problems reported from the service and the car was fine. I replied that I would like the report to reflect this. The advisor said the car would have to brought back so that the health check could be done again. Given that the car had just been in the day before this seemed odd to me, however I returned the car on Friday 15th at 8am. I was advised it would only take half an hour to complete and so I waited. An hour later the car was still not ready. When I asked what the delay was I was told an estimate for the repairs needed was being compiled!! The report advised that urgent attention was needed to the anti-freeze and timing chain and tensioner. Had I not insisted on the report being completed I would have been unaware of these issues. I discussed the matter with the service manager, Arron Bainbridge, who apologised and agreed with me that this was an unacceptable standard of service from a main dealer. This experience has certainly had a negative affect on my confidence in trusting my car to Bristol Street in future. I would be interested to know your view on this matter.

Yours faithfully

Derek sales

UPDATE
I did eventually get a call from Mr Fenwick. It was nothing more than another apology. I noted that his reply only came after I had posted my experience on Trustpilot. He seemed surprised when I pointed out that I had emailed him over a month earlier. I received another apology for the oversight. Apologies are all well and good but don't excuse a failure to provide a service a customer has paid £400 for. I advised I would not be trusting future work to Bristol Street.

Was going to buy the White Dacia Duster £6999. Cambelt replaced but NOT water pump. Replacing the water pump with the cambelt is good practice, it's failure is catastrophic. Never had a mechanic replace one without the other. What else do this company not do??!!!!

Sarah at Carville, Durham. One word....AMAZING!!!!
Whats been a very stressful situation with our car has been made 100% easier with the help of Sarah. She honestly goes above and beyond and the communication is fantastic. Totally fabulous lady.

Thought I would look for another car, and after contacting about 6 different companies, I was given a part exchange price on my Nissan, of about £6500 to £7000. But I saw a nice car on Bristol Street Motors website. So asked them for a price on my Nissan. And was absolutely appalled when they offered me £3100. And came out with a feeble response of why it’s a VERY LOW price. My car sells for around £10000 on line. So they must be rubbing their hands together with the profit margins. My advice is never use this company, if you need to part exchange.

Last September I had to take my car in to the Northampton branch as there was a fault with the alarm sensor, the sensors under the bonnet were not connecting, therefore the alarm would go off everytime it was locked using the key fob.
The garage manager was rude and very unhelpful, when I was contacted to be advisedi would need a new part I accepted a they are the professionals.
Charged through the nose and also tried over charging me for something I had never agreed to!
Today my brother in law performed a service on the car, been in the trade for over 20 years but couldn't take it to him for the alarm as he was away on holiday at the time, after performing the service he decided to check my alarm as once again it was not working (even after being bent over at Bristol Street Motors for a "very expensive" part). My brother in law advised that no new parts had ever been fitted to the sensors as advised by BSM, they had however taped one of the sensors so it would connect with the other, must have been some expensive tape!

NEVER go to a main dealer unless you absoutley 100% have to! Rip off!

Top quality service Jane and sharon there to help got the job done got to love themx

Thought I’d bought an ex. demonstrator from the Redditch branch but found out they were still lending it out to anyone and everyone and wanted to compete a deal with me but continue to use the car as a demonstrator for another 14 days. Absolutely unbelievable! Used car sales manager Ellis got quite agitated when I didn’t accept this explanation.

Giving it a 1 as 0 not an option, do not buy a car from these people!!!!

My husband called into the Wigan branch of Bristol Street Motors as our key battery for our Ford Mondeo was showing up low on the car advisory screen. On arrival he waited 10 minutes to be seen, when the advisor did speak to him my husband advised he needed a new battery fitting in the key fob. The adviser took thd key into the rear room he came back roughly 5-10 minutes later and advised my husband the battery could not be changed as the fob was a sealed unit and advised him he would need to purchase a complete new unit to the cost of roughly £200. My husband then decided to visit our local @Chorley Nissan branch who proceeded to fit the new battery and charged my husband £7 for fitting 2 new batterys. If Chorley Nissan can do a simple job such as changing a key battery why can't Bristol Street Motors who should be experts in Fords!!!!

Two months ago I bought a car from them for 8k at the time they said that I have 3 month's warranty ,car broke down now I have bill over 1k and they said the warranty was only for gearbox, thing is they didn't put that in the invoice,just to make a sale they tell all sort of things,don't buy from them scammers