We went to Newport yesterday to purchase a car for my son on finance, we were aware in advance that although he’s 18 and passed his testa. Few days ago he has zero credit this could be unsuccessful. The finance was declined - Michael was very blunt and quite frankly rude, he was going on annual leave from today so I just put this down to holiday mode, it happens to the best of us. I called this morning to see if my daughter could go guarantor ( unfortunately I’m at early stages of changing mortgages so it’s not an option for myself) I was advised siblings can’t, I asked could she buy the car instead and was told no as it’s illegal. Now My daughter has been looking for a car with you for a few months, way before my son passed his test there’s email exchanges to prove this, as she’s been emailing Michael. after showing her the car she decided that she would purchase the car for herself and pass her old car to mason where he could trade it in for another car and use the money to buy a run around until he builds his credit rating, I had no issues with siblings looking out for each other, she proceeded to reserve the car, pay the hold deposit and complete the finance forms, on checking the finance forms there was discrepancy on the price and checked this with George, yesterday there was no admin fee/transfer fee we were told by Michael they were removed and the quote was £236.17 including 2 years extended warranty or £220 without this and just the 3 months free warranty, after exchanging a few emails for clarification as this price was now over £240 with no warranty her hols payment was refunded and the car released as apparently her transaction is setting off alarm bells as her brother enquired yesterday - are you telling me that because my sons finance has been declined any attempt off sale from our family is going to be refused as suspicious? I’m absolutely disgusted by the way my family has been treated, there was no questions asked you’ve just totally disregarded her purchase. For context this is a branch we have used on many occasions over the years buying range rovers, Vauxhalls and other vehicles and always had a pleasant experience which is why we have always returned until now, I can safely say that you have lost any future business from myself and my family and I’ll ensure I share our experience, this is probably the worst customer service I’ve ever experienced.