“Arnold Clark Complaint
24/11/21
Drove over 1 hour away to collect car from Northwich- to find out when I arrived the paperwork hadn't been followed up and the car wasn't ready
25/11/21
Purchase of car
16/12/21
Complaint made via email after serval attempts to contact via phone call - radio, clutch, brakes, seat belt, smell
16/3/22
Car was finally able to be seen from Arnold Clark Bolton
30/3/22
Car collected from Bolton- still not upto standards, felt unsafe and didn't feel the work had been carried out correctly (which is later confirmed by another AC branch) after having the car for 2 weeks
30/3/22
I made another complaint when I arrived home, unable to keep the car in gear and swerving over the motorway - extremely unsafe to drive
31/3/22
Emails back and forth with Northwich general manager, who was ignorant, inconsiderate and refused to answer my calls- demanding to take the car back for a diagnostic test- at my expense, vile emails with no regards that I have commitments, am a single parent with a disability. Even though I was assured after the car had been in at Bolton I had a right to reject - full of empty
1/4/22
Car collect, reassurance it would be back the same day
Car didn't arrive back, subsequently making me miss childcare opening times and I was unable to go to work- I had loss of earnings and still had to pay the childcare fee
COMFIRMED - Diagnostic came back that the clutched hadn't been drained after having a new clutch and tracking hadn't been done after having new brakes (poor workmanship from Bolton)
But because these are just "adjustments" and not faults I was unable to reject the car for a refund
I rang the general manager again, while waiting/on hold I was told:
He was with a customer
He was tied up on a call
He had to dash out of the office
Unfortunately he had left for the day
This left me extremely frustrated and I was on the call for over a hour
2/4/22
Car return... within one hour of the car arriving back I sold the car at a very big loss because of all the anxiety and stress this had caused me
2/4/22
I requested my money back for the £100 MOT service I had signed in to for next 3 years with Arnold clark as I didn't trust the work that had been carried out and would never return to Arnold Clark - DECLINED as it is nonrefundable
The childcare, the petrol, working arrangements and time have all been at my expense.
Arnold clark pride themselves on a hassle free warranty and this wasn't delivered and I was well within my 30day period of raising any issues
The Car was sold not upto standards with none of the appropriate checks being carried out, at time of purchase and also when in Bolton.
Causing a life threatening condition to flare up.
Discrimination towards myself.
The workmanship carried out didn't resolved issues yet made them worse.
The customer services has been the worst I have ever known from a company.
I have countless more where Mark has emailed separately to our thread and none of his colleagues in the emails. I also have countless emails going back and forth with Ryan the salesman.”
“My brother bought me a scoda 9th feb 2022,driving it 50miles home i couldnt get to 60 on the motorway.
Static Noise screaming from the dash board.
They refused to reject the car. I had a second opinion at a garage Yes elecrical fault needed fixed.
Said garage near me did scoda when it does not.
Store Mgr said no 30 day return they advertise a 60 day hastls free return?
They picked up the car19th march 23rd returned. Winscreen wiper reason for static fixed now I complained of heating broken They have not replied when they said maintenance would get in touch They have not tried to contact me.
Now I am getting legal advice as my consumer rites 2015 say they are breaking the law.
They were given 1 chance to fix this or I can indeed Reject this car.
They simply dont care!”
“Arnold Clark is a disgrace of a company.
They commit to bullying you into a sale. All was going well until I decided to back out of a sale at last minute. My right I’d say …the salesman didn’t agree. His polite voice turned to anger stating all the hard work he had done for nothing. I was left shaken and nervous. I complained and excuses were given. Something needs to be done about this company’s salesmen.”
“If there was a 0 star option, they'd be getting a 0 star. Cannot stress it enough: NEVER ever under any circumstances buy or repair your car at Arnold Clark.”
“Daughter bought a mini from Arnold Clark - after 1 week engine management light came on this has happened 3 times in the last 5 weeks - they have said they cant fix it or do anymore - but happy to buy the car back !!!!!!!!!!! - selling cars with faults they cant fix”
“I don’t think I’ve ever read so many bad reviews about a company of this size! I was on the look out for a dealer to buy a used car and after reading all the reviews it feels like I have dodged a bullet !! For everyone who’s been affected by the level of service or the lack of it at Arnold Clark, please register your concerns/complaints to the Financial Ombudsman for a fair review of the issues/problems you’ve had with the company.”
“Very poor service from Arnold Clark on Royston road branch in Glasgow. They tried to charge me £700 more than was advertised and then said the “ system had the old price in” therefore they couldn’t give me a reduction in the warranty price either. But thankfully I never went through with the deal and got a brilliant deal from an Approved used dealer( not Arnold Clark!) elsewhere. The sales manager was being greedy and lost the deal. Oh and also, the mileage was advertised as being 5000 miles LESS than it was when I went to see the car! Avoid these guys! Go elsewhere!!!”
“It Is Fair To Say That They Only Want To Sell Used Car’s With Finance And Add Ons ? Do The Bare Essential Work Required To Get It Out The Door ASAP ! The Managers Do Not Want To Take Any Come Backs With The Car, One Key Supplied If They Can Get Away With It, Although Arnold’s Clark’s So Called Policy Is To Treat Customer’s Fairly And Supply Them With 2 Keys With There Car ? It Would Appear The GM’S In The Branches Dictate The Policy’s To Enhance There Pocket !”
“Home of the real steal more appropriate traded in kia soul said they couldn't match motorway price as they were selling it at £14498 and I have proof of that now sold to someone for £16498 so two people shafted me and new owner hope they read this they can stick the new puma where the sun doesn't shine won't be back near the place cheers guys lies lies lies you know who you are”
“My wife bought a car from Arnold Clark now on her 4th week of using public transport during this inclement weather, paid Arnold Clark 16k for car which included extended warranty, turns out wasn't worth the paper it was written on,please if you want your family to have reliable transportation do not use Arnold Clark”
“A went down on time at 8 booked my car in for a code 82 and brake clunk got told a few hours ,they put it threw a machine done full work up every time they charged me for top up of fluids normally free got got a call from them to pick it up at 3 50 in the afternoon was told £408 . 80 . Very over priced just not what I was expecting at all disappointed in the price won't go for a repair!”
“Took my car for repairs to Salford branch,having to wait for 3 weeks, it was dropped off on November 20th. And waited till 17th February 22 for it to be ready. Along the way every excuse for delays was given which were not consistent. Worryingly I was told the master technician wouldn't touch it cause he hadn't done that job before. I asked if they would give me a price for the car when the job was done , they made me an offer which they would not honour, and were trying to sell me another car. 3 months of nightmare, would not touch them with barge-pole .”
“Arnold Clark complaint
Bought new Renault master van from Arnold Clark Hillington in May 21.
25/11/21
1st fault reported 25/11/21 repair appointment 10/12/21. I was told save to drive with all the warning lights and loss of power. Repaired 10/12/21
28/1/22
Some faults return less than two hundred miles. I called 28/12/22 no one available at service department and was told they would call back, I waited all weekend, no returned call. Called again Monday 31/1/22 Was told no appointments for 2 weeks. I asked as it was the same faults that reoccurred can the fix my van sooner. Was told no. I asked for a replacement van as I couldn’t work with my van in this condition and was told no. Again appealed to them to repair my van sooner as the fault was going on for 25/11/21, but again was told no. I said that there customers service was disgraceful and that there was ether an ongoing faults with the van or the technician was incompetent and only reset warning lights and did no repair faults. At this point service assistant spoke to someone saying I’M GOING TO HANG UP ON THIS GUY. I asked to speak to manager. The service manager told me I was abusive and was not welcome at Arnold Clark.
1/2/22
I contacted Renault Uk and explained Arnold Clark refused to repair my van under warranty. They arranged for the RAC to assess my van. RAC technician assessed my van as Un-drivable and stated that Arnold Clark should not have told me to drive the van, they have placed me in danger due to lack of power and properly causing further damage to engine. RAC arranged for a recovery truck to take my van to Arnold Clark Renault in Hillington. 911 Recovery truck picked up my van but within 30 minutes returned van saying the Arnold Clark staff told to take van back to customer as he was abusive.
So on the 1/2/21 Arnold Clark Renault Hillington have branded me as an abusive person to Renault UK, RAC assist and to 911 Recovery service.
2/2/22
I complained to Arnold Clark customer service who put me through to business manager Richard Kennedy. I explain my complaints and said that there was no way I was ever abusive to there staff. He said me would listen to the phone recordings and get back to me. He at this point said that if I was abusing his staff they would not deal with me.
I waited a week but no reply. I called again.
Richard Kennedy final responded to complaints on 9/2/22.
The first point he made was that I was NOT ABUSIVE but he said I called there customer service useless and disgraceful and I called a technician incompetent. I commented that
I did call there customer service useless and I did ask them to tell me either there is a fault in the van or is the fault with the technician. I don’t believe this to be abusive or agresive as I am trying to keep business going.
I also commented that I have bought a new Renault van every 3 years for the last 20 years and they have no customer loyalty.
Richard Kennedy has decided that I am NO WELCOME AT ARNOLD CLARK.
I now have an 8 month old van I can not get repaired
IN MY OPINION ARNOLD CLARK RENAULT HILLINGTON WILL DO ANYTHING TO GOT OUT OF REPAIRING VEHICLES UNDER WARRANTY.
IM NOW STRUGGLING TO KEEP MY BUSINESS RUNNING
THANKS TO ARNOLD CLARK.
Sent from my iPhone”
“I spoke to them to exchange my car they Valuing my car for £1750.
But when I visited their website I find car same as my car with 15000 miles more drive an same age same engine
They sales £5300..!!!!!
That is, they buy from me at a very free price for nothing and sell it to me as a buyer with 200% Unfair profit.”
“Terrible service. Take my reservation for a car they then take off sale as not fit for sale. Will only refund by cheque. Then forget to do refund and refund to my card anyway when I chase after 3 weeks. Why not do that in the first case? Salesman response - "not my problem". DO NOT BUY A CAR FROM THEM.”
“I bought a brand new Renault master from Hillington branch. Within 6 months faults displayed on dashboard check injection, Check anti pollution, engine and spanner icon and loss of power. Report faults and was told first appointment was 10 days away and it was safe to drive. Van was repaired 10 days later. Less than 200 miles later all the same faults reappeared on dashboard. Phone to report faults and again was told no appointments for two weeks. At this point I expressed my frustration as it was adversely affecting my business and commented that there customer service was shocking, I was told I was being abusive, I tried to explain that there was ether a faulty with the van or the technician didn’t repair it properly the first time. At that to my shock I was I was no longer welcome at Arnold Clark. I phone RAC as I still had all the warning lights. They advised me that Arnold Clark should have never have told me to drive with warning lights and power faults and commented that all Arnold Clark have do on the first visit to garage was turn off warning lights.
I have bought a new van every 3 years from Arnold Clark for the last 20 years, and to be treated like this is absolutely shocking. I’m struggling to keep my business going with the can problems and Arnold Clark just don’t care”
“Advice for new buyers which I will never let happen again
Check the air-conditioning of your car when you buy a car in the winter
Don't trust any manager when they say they will sort a repair keep questioning them , make sure they record every complaint you have n there system ,don't be trusting when they say something will be sorted double check with another garage if possible double check that it is recorded because they might be forbing you off . Never , Never take there word for it
When you pick up your car make sure you test everything the first few weeks
Don't but a car in the winter .
I have learnt my lesson and I am not a happy bunny. My error for trusting people . Never Again .”
“Well I dont know or can write review on other arnold clark but the one at wakefield I can after looking around for an hour or so found the car we wanted at there showroom we then learn it's in Scotland so you would think 48 to 72 hours only to come 250 mile we are still waiting 4weeks late if I could say one thing it would be I WISH I WOULD OF READ THE REVIEWS BEFORE I GO THERE”
“I bought a Car fro Arnold Clark which broke down within 3 months after some stress and time going to and frow they replaced the car with like for like. Great you may say however at they're suggestion I hired a car which cost over £900 as it took over 2 week of persistent complaints. I'm a blue badge holder so a car as essential. I was travelling to holiday when the car broke down so paid money for 2 accommodation I couldn't use never mind totally spoiling the holiday as insta of enjoying it I spent the entire time on the phone emailing Arnold Clark and trading standards. I'm ut of pocket over £1200 and they offered a good will gesture of just £500 which I felt is disgraceful for such a large company.”
