“So I seen a car that suits my need, email a question over and get a call to say best thing to do is put down a deposit of £99 to secure the car as I'm working at the weekend.
All good do so then get emails to ask about trade in and usual stuff, agree a delivery day then they send me a presentation video of car badly jacked up, missing a wheel as it was getting refurbished and other trim is missing. Advised all will be good for Monday though !
Monday rolls round and indeed not ready will be Wednesday, so I decided to look around as had a bad feeling. Surprising the home of the best deal guaranteed is not - found a lower mileage better condition and better spec car a few hours away and for £500 less oh and here is the kicker offered me £££'s more in trade in as well as lunch for taking the time to drive there and back.
A company who are stuck in the 80's selling timeshares or double glazing with an attitude that sucks massively - I asked for my deposit back and was told we can't until you give us back the V5 we've taxed the car in your name. So eagerly awaiting the V5 now will never use these gimps again and they are an embarrassment to the term car dealer, no wonder they are losing franchises hand over fist and the sooner they're gone the better their greedy backwards inbred money grabbing thinking has demolished the used car and new car sector.”
“Purchased an 18 plate fiesta in March 24 from the branch in Wolverhampton with 21,000 miles on the clock for £10,500. In September the car started jumping out of 3rd gear. It was on 27,000 miles so took it to my local garage who said this mark fiesta is known for the gearbox going and Ford have changed them now. They told me to go back to Arnold Clark. I emailed the salesman Ryan Liggins to ask very kindly if they would repair the car for me. Ryan who is lovely, spoke to his general manager Steven Lelli and service manager Stuart Edward’s to explain the situation and they wouldn’t even engage in conversation with me. I have now contacted head office and I’m borrowing the £1,854 to get it repaired! We’ve purchased as a family probably a dozen cars from Arnold Clark over the years and this is the first time we’ve had a problem and I’m not impressed with how they’ve handled it. We’ll never buy from them again!”
“False allegations and only one camera working ? You decide
Broxburn branch West Lothian.
Went to above branch to see a Jacqueline Graham Service Adviser regarding broken air vent clip , rather than sending loads of pics , where she stated " It has been snapped off " . I was there roughly 15 to 20 mins then left . Over the next couple of days I had emailed her asking her to clarify what she meant by " snapped off " but never received a reply buy what I did get was an email from Customer Srrvices with a false allegation that when I was there I was " Loud and Aggressive " . I puy in Subject Access Request for cctv footage as there was a camera directly above Jacquelune Graham Service Advisers desk but was I received was a 4 minute clip of which I eas in roughly for 20 to 30 seconds , which had been edited as the camera that did film me was watching the front door but , for whatever reason , it didn't actually film me walking in the front door and it didn't film me parking my car which I parked right outside the door where the camera can see so , according to them , out of all the cameras in and around the whole place only one was working , can only come to that conclusion as they claim that was the only camera that filmed me , and fortunately , for them, the one that would have proved the allegations were lies wasn't " working " , again an assumption as there was only one camera that partly filmed me so come to you own conclusion. They are liars and buried the footage that would have proven their lies or only one camera was kinda working because it didn't film me entering their showroom but did show me inside it . I dont believe for one second that only one camera was working and only one camera filmed me .”
“I attended Arnold Clark Liverpool today for a mot. When I arrived to pay the bill and collect the car key, I was informed by a male staff member he couldn’t help me and I had to wait for the staff member who checked the car in who was away from her desk. I asked after 5 minutes why I couldn’t pay another staff member, I was informed the colleague who checked me in was aware of the cars “journey”. At this point another colleague offered to take my payment. Each year I visit this branch and wonder why!!!”
“I bought a Vauxhall Crossland x from Arnold Clark on the 19th September 24. The sale went very smoothly. The sales person, (Paul) was amazingly good & very Professional. He did not put any pressure on me to buy. He explained everything thoroughly to my satisfaction. I'm pleased with his help & support.”
“Unfortunately Arnold Clark didn't make me happy. I decided not to purchase a car from the MG dealership in Kirkcaldy. The customer service had been good however when I decided not to go ahead with the purchase the sales man told me he would cancel the order and hung up the phone.
It would have been a bit better if the conversation ended better. Clearly just out for the commission and zero interest in my reasons for not going ahead. Training in this area might be beneficial I think.”
“Bought a new car at Arnold Clark Liverpool, sale all went great. After service is awful. Within a few days I had a light on my dashboard which AA came out and sorted. 3 weeks later sensor on wheels went off, took me over 2 hours after being sent from one department to another before I actually got to the department I needed. Then I was told I had to drive my car on a 40 mile per hour road for 15 minutes & my car would automatically reset. This has happened twice now & the light is still on my car and hasn’t reset. Finally got an appointment to get it looked at in 3 weeks time, then I was told it may cost me £99 as it may not be under warranty!”
“Arnold Clark have been diabolical from purchasing a vehicle to trying to get it Mot’d on the service plan I paid extra for. Constant mistakes and having to chase them to get things sorted. Never again!”
“I'm not a happy customer. It started great with my car. But when it came to a warranty claim on my Kia , it took 6 weeks to even just get them to process my claim. A litany of excuses , passed about like a dirty rag , failure to take responsibility, and even openly telling lies , I cannot forgive this appalling dreadful experience. I definitely would not recommend purchasing a car from Arnold Clark, with Hillside road Aberdeen, being particularly atrocious.”
“we purchased a new Kia sportage from Arnold clark Kia in Kirkcaldy on Thursday. The salesman that dealt with us was Mr Callum Smart. He was very helpful from start to finish. He helped us with all the filling of forms online making sure that they were completed correctly. He was very polite when speaking to us and giving us all the information that we required about our new purchase. He is a credit to your company and due to the service that he gave us we will definitely return in the future. We would give him more than 5 stars if it was possible. Thank you.”
“❌❌ PLEASE STAY CLEAR FROM THIS COMPANY ❌❌ I am one of many customers, who unfortunately has been sold a faulty car by Arnold Clark with so many problems. I faced issues with the car the minute I drove it away from their depot, and told them straight away within my warranty period, they booked me into an Audi garage who advised of a long list of issues such as corroded exhaust pipe, rear silencer corroded, excessive wear lip on discs, suspension issues, wiring issues with the lights and lots more. Since Audi advised of these issues, Arnold Clark have completely ignored me, they have not answered me and we’re not at all willing to help - almost as if they knew they were guilty of selling me a car that wasn’t at all safe to drive in or Road worthy! The car is not at all safe and I cannot use it. I am now still having issues with them not responding and they have been reported to The Financial Ombudsman, Resolver, raised the issue with my Finance Company and the FCA, and I am now taking legal action. This company is absolutely disgusting and I would advise you to steer clear of them!!! I am not the only one who has these issues, please please please research their reviews and others who are in the same position as I would hate anyone to go through the stress I am having to go through with them.”
“Kal at arnold clark liverpool was amazing made buying my new car really easy and hassle free, he took his time to find me the best car and deal would definitely recommend 👌”
“I would just like to say that the staff at Arnold Clark Seat and Skoda at Phoenix Retail Park in Linwood were absolutely brilliant to me. They were able to source a car, have it delivered to their showroom and in great condition all online and over the phone for me to simply walk in, do the paperwork and drive away.
They were brilliant and took all the hassle out of buying a used car.”
“Spoken down to, ripped off, arrogant staff and repairs you’re booked in for don’t have the necessary parts so another visit required. Faults not diagnosed multiple times until out of warranty then magically diagnosed with the attached fee of course. Was the diagnostic even run at all? Nothing seemed updated and as I said diagnosed.
Do people fall for this con game?
Will never set foot in another Arnold Clark’s
A waste of time and money for a lacklustre unprofessional service.”
“I was a 3-time customer of Arnold Clark; unfortunately, I will never be one again.
Should you have any major issues following purchase, please beware that their post-sales service is appalling. I lost hours of personal and work time in communication with them and travelling to and from branches, not to mention an undue amount of stress attempting to resolve the situation and in communications with an incompetent workforce.
8 days following purchase, I raised a fault with the vehicle to Arnold Clark. When given the opportunity to find the fault, the Salford branch advised me that the brake discs were pitted and needed replacing, and that this should have been noticed during the pre-sale preparation of the vehicle (a statement which head office have since contradicted).
The brake discs were replaced under the post-purchase warranty; however, they were unable to replicate the fault the vehicle had been booked in for at this time.
The fault recurred and the car was then booked in at the Bolton branch, which was the original purchase site. As I no longer felt safe with the vehicle due to the fault, coupled with what I had been advised regarding the brake discs, I employed my ‘Right to reject’ as per the Consumer Rights Act 2015.
Whilst awaiting confirmation of the fault to proceed with rejection, I asked the branch manager, Dan Edwards to investigate why the car had been sold with the brake discs in bad condition (which I had previously requested of more junior staff) and requested the return of the wiring for the dashcam which I had had installed, Dan assured me he would come back to me on these points. Alas, he did not. I sent a follow-up email confirming my intention to reject and raised these points again. They were subsequently ignored, and Dan then became abrupt and ceased communications.
I then wrote a formal complaint to Arnold Clark’s customer service department. I received a response to only one issue raised, with no actual explanation on this point and no response regarding the rest of my complaint, including the queries relating to the brake discs and wiring.
Following this unsatisfactory response, I requested that my complaint be escalated to a senior manager. Almost a week later, I received a response from a manager, this time responding to multiple points raised, although still missing some. I was advised that my comments regarding the service received from staff would be investigated internally and that I would receive no feedback on this and that this was Arnold Clark’s final response.
Arnold Clark clearly do not care about customer retention or customer satisfaction, if the points raised had been responded to accordingly in the first instance, I may have considered purchasing another car from them in the future, but I certainly will not now.
It is also worth noting that Arnold Clark do not offer any courtesy vehicles suitable for those with limitations due to physical ailments or those with an automatic-only driving licence.
In addition, I would encourage anyone looking to purchase a vehicle from Arnold Clark not to use their ADD500 part exchange promotion and to instead negotiate their part exchange value further. Should there be any reason to reject the vehicle, this value is non-refundable as per the T&Cs. No one expects to have to reject a vehicle; if I had any expectation of this, I would have negotiated myself as I would not have accepted the non-promotional value.
I have now suffered substantial loss due to this experience, losing at least 12 hours of work, paying for the fuel of family and friends and for taxis, the cost of dashcam installation, the cost of changing vehicle insurance and tax for a vehicle I barely used (due to safety concerns and faults being looked into at branch), and the part exchange value, with no way to recoup this.
Overall, I now have an extremely negative view of the Arnold Clark brand and the competence of their customer service department, a loyal customer lost”
“A.c have a 4 month wait list to have your car in for electric diagnostics faults £140 .OK so your asked to go 26 miles each way to a garage that only has a 2 week wait list.woopi doo.
Nearly£700 bucks to replace bpga unit .had my car 3 days.in Monday 9am out Wed .got my invoice for the diagnostics but you are forced to ask them for another invoice for the main bill repair detailed invoice it's not automatic that you receive this I discovered .why is that ??”
