“PLEASE READ BEFORE PURCHASING YOUR VEHICLE AT ARNOLD CLARKE IN LEEDS:
Vehicle: Audi SQ7
Reg: FM18 TNK
My experience at this branch has definitely been my worst customer service experience to date. Our journey started off with a simple search on autotrader looking the ideal car for our family. After finding the most suitable vehicle we contacted Arnold Clarke in Leeds about an Audi SQ7 and spoke to a sales representative called Adam Abdennour. At first Adam was professional and continually contacted myself through the process to close the deal. After several calls from Adam an agreement was confirmed and the car was secured with a deposit.
We were advised that the car would be ready within a few working days as the vehicle was ready to go but would only need a valet. The next day I received a text message from Adam to contact him regarding the vehicle to which he advised me that the vehicle had presented itself with an engine fault displaying a light on the dashboard. He then advised us that the car would go to Audi for a diagnostic as the Arnold Clarke repair centre didn't have the tools/equipment to fix the issue however had diagnosed the problem. At this point he stated that the car was booked in at the end of the week for repair with Audi.
This went on for an average of 3 weeks and we were having to chase Adam and his branch for updates as they were not calling us with updates. On several occasions I spoke to the receptionist who advised me that Adam and the branch manager were busy and would receive a call back but this didn't happen every time. Even to a point that the receptionist advised me to call Audi myself for an update which I eventually did. After calling Audi, they told me that the car had 3 issues and the cost was an average of £7k repair and that Arnold Clarke had not signed the work off to be completed. From this point for weeks we didn't hear anything from Arnold Clarke with an update and we were calling every week at least 2/3 times for an update ourselves. At this stage we contacted the Customer Service at Arnold Clarke HQ who said it would take take up to 48 hours for them to get an update and allow the branch to contact us from the complaint they had added to the system. Again..no call from the branch.
We then contacted customer service again, this time they stayed on the phone whilst they got the branch manager to be added to the call. Finally got talking to the branch manager (George Ferebee) who clearly stated that it was not his responsibility to get involved in customer service complaints and that the car was now with an Audi specialist to be repaired. He also advised that he would get an update in a few days and call me with an update. 5 days went on an no call from anyone!
Luckily I had at this stage started to look at cars elsewhere and found the same make and model of vehicle at a different dealer. Within 2 days of the deal I had collected the new car and even then I didn't get a call from Arnold Clarke. Moving forward I had called customer service and requested for my deposit back which I am now waiting for.
My conclusion: Arnold Clarke in the past was in my eyes one of the best dealers from the experience of my last two cars, but I can honestly say I would never ever recommend them to anyone again. It may be that you get a good deal from Arnold Clarke but their aftercare is the worst within the used car industry. Even with them offering a 2 year warranty with my deal and not able to arrange a repair before I even collected the car shows how insufficient their warranty and aftercare is. This really needs to be reviewed by the senior operations manager to make them aware how pathetic the customer service is at the Arnold Clarke Leeds branch.
What's even strange is that within a day of requesting my deposit back, the car has gone back on sale as seen on their site which only reflects that the branch must have either made an error in the deal they offered us which due to their loss were just fobbing us off so we cancel the order or they have done a bodge job of the repair.”
“Everything that could go wrong went wrong.
1st - I will never even go to them again.
Example: quoted £200+ to change a rear light bulb that it costed me less than £20 and it took three minutes to change myself (I am not a mechanic)
Quoted £ 700+ to replace back brakes and discs. Found an honest mechanic (the one I used to go to before I was stupid enough to buy their extras) and spent £ 300.
They lie throught their teeth and try to rip us off at every turn with their policies (oh, this is not refundable, oh that is not covered) It's a given that most newer cars are too complex and difficult to repair compared to cars made before 2016, but Arnold Clark verges on criminality and I hope they will get their comeuppance one day. If you ask them a question in writing, they call you back so there is no record. I bought a new car and was clever enough at the time not to go back there for "services" because they check next to nothing. However I became stupid when I got their guaranteed used. I was supposed to be under warranty but they did not honour one single thing so far. Never again. conversely the only decent AC is the one in Auchinloch, and Springburn is kind of ok. But please avoid the one in Dennistoun as they are professional con men.”
“Took my deposit then sold my car didn’t tell me sorted the car finance out Monday agreed to collect Friday tried to call Thursday it was his day off ?
Called Friday they lied saying he was in a meeting
Called back then with a customer
Called back he finally came on the phone to say he sold my car my deposit would be refunded in 7 days
I asked to speak to the manager still waiting a call back after a day
Disgusting to treat customers this way stay away I was let down and left without a car stay away leeds branch”
“My Duster was in for a service and they changed a filter priced at nearly £29 I could purchase one for under £5 ,I know dealerships are dearer but thats over the top !!!”
“Warranty was a waste of money, wear and tear on after 15k miles on clutch… sold a lemon, paid extra for the warranty. Feel proper stitched up. Never mind the customer service which is bloody awful. Don’t go near this dealership!”
“Awful! Do not use AC 2 daughters and a friend bought cars from these cowboys all developed serious problems which AC would not repair! Also they use the same scamming Credit Company that own the Timeshare company says a lot!”
“Chasing a deposit paid for a car I cancelled buying due to the cyber attack. Arnold Clark have no right holding onto people's money.
Now it is reported millions of customers details have been stolen and at threat of being released into the dark web. They have put society at risk. No one contacts customers to update them on this. Disgraceful”
“Never would I use Arnold Clark, there corrupt liars only thing there interested in is a sale, traded/bought a car on 12th January the car I got wasn’t right kept losing power and gaining again, so handed car back on 16th January, which Arnold Clark none his mechanics could find fault, so they asked me to take car a test drive with 1 of there mechanics, right away car done Excatly what I said, so mechanic swapped seat with me, says yes I know what it is, but these cars are made to be like that. So he tested another car same make/model while I was in passenger side which same happened, so told them didn’t want car, they have given me 7 days to pick another car (which I can’t see, I feel bullied pressurised into buyin another car) which I haven’t don’t and don’t want to, I honestly thought u where in ur rights u could cancel within 7 days which Arnold Clark say if if car is faulty and no fault, on finance agreement says 14 days, called finance company they says only Arnold Clark can cancel as it’s not went live yet, so Arnold Clark still asking me pick another car, and says no matter what wether I have car or not finance company comes getting it from me in full in 28 days?? I’m not willing pay for something I’ve not got, or happy with…”
“Bought a car in October. Car was delivered 2 days late due to faults. Had the car 2 weeks and it broke down, garage changed a sensor. 3 weeks later the same thing again but this time the engine had no oil in it. The car was supposedly serviced before collection. We told them at this point if it happened again we would be rejecting the car. It broke down again and sat at our house for 3 weeks as they couldn't arrange an uplift as their computer system was down. They eventually lifted the car a week ago and said they would refund our deposit and finance. This still hasn't been done and we are getting sent from pillar to post trying to get an answer. An absolute shambles of a company who don't care as long as they have your money.”
“I have bought at least 6 cars in the past from Arnold Clark but after this experience I won’t be going back.
My 3 year old £21k car I bought from Arnold Clark on 23rd December has no heating, alarm going off constantly, EV battery only holding half charge, false tyre pressure warnings, dodgy key, not FSH as told.
Originally told they couldn’t order parts as the system was down. Then the parts aren’t available from the supplier. Today I was told nobody could talk to me as the systems are still down.
The only people who have responded are customer service. Nobody in sales or management will even return my call. Customer Service have not even managed to get anyone to call me.
3 weeks in and I have an undriveable car and Arnold Clark Linwood won’t even call me back.”
“What went wrong I'll tell u what went wrong I got a car of u the price was 11499 pounds two months later I went to see I could trade in for another car has I did not like the one I got was told my car was only worth 7250 a drop of 2249 pounds which dam right v scandals so that's what wrong .”
“Paid for auto care warranty and both contact numbers don’t work leaving me to pay for repairs and unable to check if they’re covered. Arnold Clark taking no responsibility for checking”
“BOUGHT A Puegeot 2008 had two services done by Arnold Clark Kilmarnock took the car to an independant garage in Fenwick Kilmarnock and told me that the oil and oil filter had never been changed. I spoke to the sales person Johnie Walker at the time i bought the 3008 and he said if i had any issues to go and speak to him but he has moved to another garage as a manager.
Now bought and have a Peuegeot 3008 had two services done by Arnold Clark Kilmarnock. I took the car to an independant garage Today 28th December and was told that the oil and oil filter had never been changed on this car as well.
The garage is next door to Arnold Clark Peugeot Kilmarnock called Drivers and i went in to see the Manager about this coincidence. Got a sales person and then the manager.
Called both other Garage mechanics liars and said he had every faith in his work shop which seems unbelievable as he is the sales manager.”
“My partner purchased a car from Arnold Clark last year, along with an MOT and service plan for 2 years. A year later and they didn’t contact her to arrange the MOT, so she had book it in last minute at a local garage, as the Arnold Clark garage didn’t have any availability whatsoever. They advised that they would add an extra year to the service plan. Since then there has been no confirmation of this at all. In addition to this the local Arnold Clark is being closed down and they’ve advised the only option is to take it to the Lookers dealership. We have since sent a complaint email to customer services advising that we want to cancel the plan as it’s not what we agreed to when we took it out (the lookers garage is not convenient at all) but they’ve refused. The customer service has been shocking up until now and wouldn’t recommend taking out any service plan with them. They’ve agreed to fix an issue with the parking mechanism before their dealership closes, but the fact they won’t cancel the service plan since we can’t even get it done at their garage anymore is incredibly frustrating! Unless they magically turn around and say they’d refund the plan, I’d say AVOID!”
“I purchased a car in September 2020 from the Preston branch. As we were driving from two hours away we asked for a video of the car showing any details of scratches on it, the video looked brill so we went ahead. We did a part-exchange for my car, which was 6 months older and in PERFECT condition. When we arrived, the car had multiple scratches and damaged to the plastic centre console, it was annoying we were lied to after traveling so far. After expressing my views, we exchanged anyway, I had been looking for the perfect car for months and luckily my brother-in-law could get me work discounted for body work repair. After around 6 months I took my car to a body work specialist due to some damage to my boot, after it was cleaned I was informed that the paint from my alloys had started to ware off. Not wanting to accuse the cleaner or Arnold Clark, I took it to an alloy specialist who informed my that the alloys had been touched up and they had done a really bodge job. My car had previously been a pool car owned by Arnold Clark, so after making a phone call I was in conversation with an extremely rude man, who basically told me, my car, my fault, shouldn't of had it cleaned. So the repair job for my alloys cost me hundred's to fix. They are absolute cowboys and I would never trust them again. They really are liars and useless and I'm the idiot who has paid them 17k for a car!!”
“Not The Staff’s Fault Here, They Are Under Pressure To Get The Boxes Ticked? Result Mean’s Typically Service Book Not Stamped? Wheel Nut Covers Not Put Back On, Still On Mechanics Bench? Any Out Standing Work Advised Ridiculous Over Priced, Rushed In The Conversation With Keys At The End! Labour Rate For A Normal Run Of The Mill Garage £120.00 An Hour. This Could Be Real Dearest Rate In The UK Guaranteed.!!!”
