In February 2025, we bought our first family car from Arnold Clark in Hanley, Stoke-on-Trent. From the very beginning, the vehicle had constant issues. Despite repeatedly telling the dealership by phone and email that the car was unsafe and had even stopped mid-drive, we were continuously reassured that it was “in good and safe condition.” We trusted their word, but in August 2025, our trust was shattered. The car completely broke down on the A3 motorway in Germany while we were on our first family holiday to Romania, with two infants in the back seat. We were left stranded in dangerous conditions, on a busy motorway, in a foreign country where few people spoke English. It was terrifying. What makes this worse is that the car had been into the Arnold Clark Hanley branch for multiple checks during our six months of ownership, including just five days before our trip. Each time, we were told everything was fine. When we called the dealership from Germany in distress, their response was completely dismissive: “It’s not our fault.” We were left to find our own way home. Once back in the UK, we returned to the Hanley branch expecting support. Instead, we were met with rudeness, humiliation, and indifference. Staff stared at us, offered no help, and acted as if we were a burden. We felt unwelcome, humiliated, and as if we were the guilty ones. They left us without support or guidance, after our lives had been endangered by their negligence. I have serious concerns about the MOT process as well. I brought the car in at 8 a.m. for its check, later I received a notification saying the car was in the garage for repairs, but I was there the all time and watched and it wasn't on the premises for most of the day. At 4:50 p.m., they told me it was still "in progress," even though I could clearly see the car wasn't there. Then, at 5:40 p.m., they said it was ready. I was waiting outside the entire time and never saw the car in the garage. Following the breakdown, the vehicle was inspected by four separate, independent, and registered mechanics in Germany. Their collective diagnosis was consistent and alarming: the service your centre claimed to have performed was either superficial or not carried out at all. We were in shock!!! They found no recent signs of mechanical work. Specifically, they discovered: * Major damage to the timing belt, with at least 13 broken teeth—a condition that would have been obvious during a proper inspection. * A faulty water pump and leaking cooling liquid. * Significant rust under the car and degraded parts surrounding the water pump and timing belt, which indicates a complete lack of recent maintenance. * A severely degraded and nearly dry battery that tested at only 2 volts. Photographs and video evidence clearly document the rusty and broken state of these parts, proving they were not inspected or repaired as your service report claims. You "ticked green" on everything, despite these critical and pre-existing faults. You certified the vehicle as safe, putting my family and me in great danger. This experience has left us shocked and appalled. We trusted Arnold Clark with our family’s life, and were let down at every stage, they sold a faulty car, denied responsibility, and treated us with a complete lack of respect or empathy. I never expected such an immoral and careless approach from a company of this size. They put my family in a life-threatening situation and showed no accountability. Avoid this dealership at all costs. Your safety is not their priority—sales are.