29/04/2018
Kent Motoring Company: A Deep Dive into Customer Experiences
Navigating the used car market can often feel like a minefield. With numerous dealerships vying for your business, understanding a company's reputation is paramount. This article delves into the customer feedback surrounding Kent Motoring Company, based on publicly available reviews. We aim to provide a balanced perspective, examining both positive and negative experiences to help potential buyers make an informed decision.
Understanding Verified Reviews
Before we dissect the feedback, it's important to understand what constitutes a 'verified review'. In the context of car sales, a verified review typically means that the reviewer has provided proof of identity or proof of purchase. This verification process adds a layer of credibility, suggesting that the feedback comes from genuine customers who have actually transacted with the company. The reviews we've analysed often include a note stating "Reviewer has successfully provided either proof of ID or proof of purchase," indicating their verified status.
The Good: Positive Customer Interactions
While a significant portion of the feedback leans negative, there are instances where Kent Motoring Company has received positive commendations. These reviews often highlight specific aspects of the service that customers appreciated:
- Professionalism and Helpfulness: Some customers found the staff to be very professional and helpful. Gary, in September 2019, described his experience as "Very Professional and Helpful," stating that he was allowed an unaccompanied test drive and that the staff "did not push at all." He also noted that the transfer of the car was handled professionally, with assistance provided for tax and insurance.
- Excellent Service and Car Quality: Chris, in August 2019, echoed these sentiments, rating his experience as 5 stars. He purchased a Ford Fiesta which he described as "brilliant." The salesman was described as "excellent, friendly and very helpful," with no pressure to buy.
- Good Presentation and Time Spent: Another 5-star review from November 2018 praised the company for presenting the purchased car well and spending a significant amount of time with the customer to ensure they chose the right vehicle. The reviewer found the staff to be "very friendly and knowledgeable."
- Prompt Issue Resolution: Mrs. A, in March 2019, reported a positive experience with a Nissan Micra. She found the company "very helpful, obliging, and nice." When an issue arose with the radio and windscreen wipers shortly after purchase, she reported that the company "sorted it out on the same day."
These positive reviews suggest that when Kent Motoring Company delivers on its promises, customers can have a satisfactory car-buying experience. However, it's crucial to balance these with the numerous negative accounts.
The Bad: Recurring Customer Complaints
A substantial number of reviews paint a starkly different picture, detailing significant issues with vehicles and customer service. The recurring themes in these negative reviews are concerning and warrant close attention:
| Issue Category | Common Complaints | Impact on Customer |
|---|---|---|
| Vehicle Faults | Cars sold with pre-existing faults (e.g., missing parts, dead batteries, collapsed wheel bearings, faulty gear selectors, airbag lights, clutch issues). | Immediate breakdowns, unexpected repair costs, vehicles becoming undrivable. |
| Warranty Issues | Refusal to honour warranties, claims that faults are "wear and tear" (which are not covered), providing incorrect parts for repairs, using "bypass emulators" for critical safety systems like airbags. | Financial burden for repairs, safety concerns, feeling deceived. |
| Customer Service & Communication | Lack of response to emails and calls after purchase, denial of previous conversations, misleading information about repairs, refusal to take responsibility for faults. | Frustration, feeling ignored and disrespected, prolonged disputes. |
| Test Drives & Transparency | Short, restrictive test drives that don't allow for proper vehicle assessment, "barely readable" legal documents. | Inability to identify faults before purchase, potential for being rushed into a bad deal. |
| Legal & Administrative Issues | Failure to provide log books (V5C), potentially illegal MOT practices, court disputes and CCJs issued against the company. | Inconvenience, financial penalties, legal battles, loss of faith in the company. |
Case Studies of Negative Experiences:
- Anonymous, November 2023: "Avoid This Company." This reviewer reported buying a car and discovering a missing part shortly after. Despite being under warranty, Kent Motoring Company allegedly denied responsibility after the customer provided proof. The reviewer described the company's response to faults as "tough your problem," leading to a 1.6-star rating.
- Buster B, December 2021: "AVOID AT ALL COSTS." This highly critical review details a litany of issues with a BMW 116I purchased in September 2019. The reviewer claims the company is an AA approved dealer but avoids fixing faults. Problems included an airbag light, non-functioning windscreen washers, sticking door handles, and an engine ticking noise. The associated repair garage, Maidstone M.O.T & Repair Centre, allegedly failed to fix the issues, even suggesting illegal MOT practices. The reviewer further recounts discovering a faulty "bypass emulator" for the airbag system and a subsequent court battle that resulted in a CCJ against Kent Motoring Company. This review highlights a severe lack of aftersales support and potential safety compromises.
- Yasmin H, September 2021: "Sold me faulty car." This customer experienced immediate issues, with the car breaking down on the day of collection due to a dead battery. Within weeks, both rear wheel bearings collapsed, followed by a gear selector failure. The company reportedly refused responsibility, leaving the customer with an unusable vehicle and significant repair bills.
- Roman, July 2021: "🤮" This reviewer faced issues with not receiving the vehicle's log book (V5C) for two months. Repeated calls were met with excuses, and eventually, the company directed the customer to the DVLA to resolve the problem independently.
- Anonymous V, August 2019: "Ripped off avoid Avoid." This customer reported a clutch failure and gearbox issues within two days of purchase. The AA warranty provided was deemed "worthless" as the garage classified the faults as "wear and tear." The reviewer felt "absolutely ripped off" due to the lack of aftersales support and the company's insistence that the warranty was the customer's only recourse.
Specific Concerns Raised:
- The AA Approval: Buster B's review specifically questions the value of being an "AA approved dealer" if the company allegedly avoids fixing faults. This raises questions about the vetting process and the assurances such accreditations provide.
- Warranty Validity: Multiple reviews suggest that the warranties offered by Kent Motoring Company may be ineffective, with a tendency to classify common faults as "wear and tear" to avoid covering them.
- Associated Businesses: Buster B also mentions association with "west kent quality car sales," suggesting a potential network of businesses where similar issues might arise.
- Response to Negative Reviews: In one instance, Kent Motoring Company responded to a negative review (Anonymous V, August 2019) by stating the review was for the wrong dealership ("Kent Motoring World" instead of "Kent Motoring Company"). This indicates a need for customers to be precise when leaving feedback.
What Kent Motoring Company Offers:
Kent Motoring Company presents itself as a provider of quality used cars at affordable prices. Their stated services include:
- Vehicle Preparation: Meticulously prepared vehicles to high standards.
- Customer Service: Stress-free car buying experience with a dedicated team.
- Finance Packages: Competitive finance options.
- Documentation: Full HPI certificates provided.
- Inspections & Valets: Full PDI inspection and retail valet included.
- Warranties: Comprehensive warranties available up to 24 months.
- Payment: All major debit & credit cards accepted (credit cards up to £1000 subject to a 3% charge).
- Fees: A buyer's fee of £49.99 and an admin fee of £299.00 for finance vehicles are applicable.
- Operating Hours: Open seven days a week, with flexibility for viewings.
The company emphasizes its convenient location in Maidstone town centre and invites potential customers to visit or call.
Frequently Asked Questions:
Q1: Is Kent Motoring Company a reputable dealer?
A1: Based on customer reviews, the reputation appears mixed. While some customers have had positive experiences, a significant number report serious issues with vehicles and aftersales service. It is advisable to approach with caution and conduct thorough due diligence.
Q2: What should I do if I encounter a problem with a car bought from Kent Motoring Company?
A2: If you experience issues, document everything immediately. Contact the company in writing, referencing your purchase and any warranty agreements. If the company is unresponsive or refuses to acknowledge the problem, consider seeking advice from consumer protection agencies like Citizens Advice or Trading Standards. For severe issues, legal action or pursuing a claim through the small claims court might be necessary, as demonstrated by some of the reviews.
Q3: Are the warranties offered by Kent Motoring Company reliable?
A3: Several reviews suggest that the warranties may not be as comprehensive as advertised, with a tendency to classify common faults as "wear and tear" to avoid coverage. It is essential to read the warranty terms and conditions very carefully before purchasing and to understand what is explicitly covered and what is excluded.
Q4: What is the significance of "verified reviews"?
A4: Verified reviews are typically from customers who have provided proof of purchase or ID, lending them greater credibility. The presence of such reviews, both positive and negative, provides a more reliable snapshot of customer experiences.
Conclusion:
The feedback for Kent Motoring Company presents a clear dichotomy. On one hand, there are customers who experienced professional service and were satisfied with their purchases. On the other hand, a considerable number of reviews detail significant problems with vehicle quality, warranty fulfillment, and customer support, some escalating to legal disputes. Potential buyers should weigh the positive accounts against the numerous warnings and consider the potential risks involved. Thoroughly inspecting any vehicle, understanding the warranty terms, and perhaps seeking independent mechanical advice before purchase are strongly recommended when dealing with any used car dealership, and particularly so when considering Kent Motoring Company.
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