Diabolical customer service! I am writing to express my absolute disappointment, disgust and frustration regarding the appalling service my daughter has received following the purchase of a vehicle from your East Malling site. Within just a few months of purchase, the vehicle developed serious mechanical issues. An independent, qualified mechanic confirmed a major gearbox failure and strongly advised that the car was unsafe to drive. This is completely unacceptable for a car purchased so recently, and certainly not what any customer should expect under the Consumer Rights Act 2015 — especially when a warranty is in place. What makes this situation even worse is the complete lack of communication and responsibility shown by your company. Despite being instructed to submit a written complaint (which we did), we have received no response in over two weeks. Multiple attempts to contact your head office in Gillingham have been met with excuses — we’ve been told that the person we need to speak with is always either "on the phone" or "at lunch." Numerous messages have been left, but not a single call back has been received. We are now genuinely wondering if Arun Basson even exists. To make matters worse, my daughter is heavily pregnant and lives in a rural area where public transport is unreliable. She relies on her car for essential travel, including medical appointments and hospital visits — the hospital is 40 minutes away by car. Selling her a faulty vehicle and then abandoning her at such a critical time is not just bad customer service — it’s a complete failure of your duty of care. Gearboxes can fail — yes — but a company with integrity would take responsibility when they do, particularly when it’s within the warranty period. Instead, your lack of accountability and failure to respond to a vulnerable customer is shameful. Big Motoring World needs to stop hiding behind poor communication and start taking accountability for the cars it sells. Your approach appears to be focused on profit at any cost, leaving customers with expensive and dangerous problems just months after purchase. This is not just poor service — it’s disgraceful. We are now considering escalating this matter formally to Trading Standards and other relevant consumer protection bodies if it is not resolved promptly. I strongly urge you to look into this matter seriously and respond without further delay.