Border Cars Workington: A Customer's Account

In the competitive world of automotive sales, customer service and satisfaction are paramount. When investing a significant sum, such as over £20,000 on a vehicle like a VW Touareg, buyers expect a certain level of professionalism and transparency. This review delves into a particularly concerning customer experience with Border Cars in Workington, as recounted by a customer in May 2018. The reviewer, Scott A, awarded the dealership a mere 2 out of 5 stars, highlighting significant shortcomings in customer service and issue resolution.

The Initial Purchase and an Advisory Note

Scott A purchased a VW Touareg for over £20,000 from Border Cars Workington. During the pre-purchase inspection, an MOT advisory noted an 'oil leak from engine/gearbox'. The dealership reportedly explained this as 'residual oil from a turbo change'. While this explanation may have been satisfactory at the time of sale, it foreshadowed future issues.

Concerns Arise: The Oil Leak Suspicions

Less than a week after taking possession of the vehicle, Scott A began to suspect the oil leak was still present. This prompted them to contact Border Cars and request the car be collected for inspection. The dealership provided a courtesy car, with the understanding that Scott A's vehicle would be returned with the same fuel level as when it was collected – approximately half a tank, estimated at £50.

Conflicting Information and a Lengthy Wait

Initially, Border Cars informed Scott A that there was no oil leak and that the suspected issue could have originated from the air conditioning system. Scott A accepted this explanation. However, a couple of days later, a call was received stating that the car would not be returned for another 4 to 5 days. This delay was particularly inconvenient as Scott A was due to go away the following day.

A Long Journey and a Disappointing Reality

Faced with this extended delay, Scott A decided to travel over 150 miles to collect their car and return the courtesy vehicle. Upon arrival, Scott A discovered their VW Touareg was dirty. More alarmingly, when the car was started, the fuel gauge indicated only enough fuel for approximately 25 miles. This was a stark contrast to the promise of returning the car with over half a tank of fuel.

The Confrontation and the Dealership's Response

Scott A requested to speak with a manager. An 'office guy' eventually came out and informed Scott A that because no fault had been found with the car, they would not be replenishing the fuel. This stance was met with considerable dismay by Scott A, who pointed out the potential danger of being left stranded miles from home with their daughter.

Customer Service: Before and After the Sale

Scott A’s review starkly contrasts the service received before and after the sale. While acknowledging that the salesman, Craig, and some other staff members were great, the service manager and the garage staff who were reportedly 'laughing at us' were described as 'shocking'. The sentiment expressed was that the dealership is 'fantastic when selling you a car but once you have it the customer service is crap'.

What is a Verified Review?

The review provided by Scott A is flagged as a 'verified review'. This means that the reviewer has successfully provided either proof of identity or proof of purchase to the review platform. This verification process aims to increase the credibility and trustworthiness of the review, giving potential customers more confidence in the feedback they are reading. It suggests that the individual has a genuine connection to the transaction being reviewed.

Analysis of Key Issues

Several key issues emerge from this review:

• Communication Breakdown: The conflicting information regarding the oil leak and the subsequent delay in returning the vehicle highlight a significant communication failure.
• Fuel Policy Discrepancy: The dealership's failure to adhere to its own stated policy regarding the fuel level in the courtesy car, and its refusal to rectify the situation for the returned vehicle, is a major point of contention. This reflects poorly on their integrity.
• Customer Treatment: The alleged unprofessional behaviour of the service manager and garage staff, including laughing at the customer, is unacceptable and indicative of poor management and a lack of respect for customers.
• Vehicle Condition Upon Return: The car being returned dirty and with a critically low fuel level further compounds the negative experience.

Could This Be an Isolated Incident?

While one negative review does not necessarily condemn an entire business, the severity of the issues raised is concerning. It is possible that this was an isolated incident, perhaps due to staffing issues or a particular oversight. However, the reviewer's strong statement, "I wouldn't recommend Border Cars Workington to my worst enemy," suggests a deeply unsatisfactory experience that goes beyond a minor inconvenience.

What to Look for in a Dealership

This review serves as a cautionary tale for prospective car buyers. When choosing a dealership, consider the following:

• Reputation: Look for reviews from multiple sources and pay attention to recurring themes.
• Transparency: A good dealership will be open and honest about vehicle condition and any potential issues.
• Customer Service Standards: Observe how staff interact with you. Are they helpful, professional, and respectful?
• Policies: Understand their policies on courtesy cars, fuel, and after-sales support.

Conclusion

The experience described by Scott A with Border Cars Workington paints a picture of a dealership that may excel at the point of sale but struggles significantly with after-sales service and customer care. The discrepancies in communication, the failure to uphold promises regarding the courtesy car's fuel, and the perceived disrespect from staff are serious allegations. For anyone considering purchasing a vehicle from Border Cars Workington, it would be prudent to conduct thorough research and perhaps seek out further, more positive, customer testimonials to counterbalance this deeply negative account. The value for money can only be truly assessed when coupled with reliable after-sales support, which appears to be lacking in this instance.