“I have just bought the new XF you can imagine my disappointment when I was putting cases in the boot I found it is not fully lined ,screws and other sharp edges exposed with the possibility of tearing any item placed in the boot.
When I went back to the salesman to raise my concerns he said he did know about it but failed to bring it to my attention.
For the purchase price you would expect the boot to be fully lined.
This makes you think twice about recommending this model of Jaguar.
I may add I was more than satisfied with my previous Jaguar I had for two years prior.”
“I was happy with my experience. I felt I was passed around salesman and didn't feel as I was a priority...probably because it was a lower price deal. I must say that Jamie my salesman at the end of the deal was very good and I was happy what he done for me.”
“I recently got a lease deal and found the sales staff friendly and helpful, although the mileage on the car was different from what was in the paperwork.
Also whilst attending my various appointments I observed several people getting keys to their cars and being presented with a bottle of bubbly, when I received my keys the salesman proceeded to search the cabin then sheepishly handed over the keys with a handshake.
I felt disappointed and annoyed when I checked the mileage”
“The salesman scott Martin did a very good job. When I picked up my new mokka on Monday there was a warning light on indicating incorrect tyre pressure. It took a further visit on Wednesday and then the following Monday to sort the problem which was a computer glitch within the car. This was due to the fact that your service department had misplaced a key and had to rely on the kwik fit garage having one next door. I do not feel it acceptable when I pick up a new car there is a fault with it. This should have been checked and sorted prior to me picking up the car”
“On the day of picking up my new car. I was not offered a test drive. Drove out of the garage less than 5 miles engine management light came on. Which was clear that the car had not been checked or test drove by Peter vardy. After the car was fixed I was told I would receive a phonecall of apology and never heard anything since.”
“At the start of buying our new car your sales staff were very attentive (we hadn't even got our son out the car when a memeber of the sales team had come over). Although he was trying to be very helpful he seemed a little to eager for our business. We only really wanted to have a look but persisted to show us around and when we never saw anything in the forecourt that met our budget he then proceeded to offer us other cars that weren't there. Anyway so we found one that met our criteria and started to haggle about monthly payments. As usual with these things a lot of added extras were just stuck on to our bill which were quickly removed after telling our sales rep that we didn't want or need them. Now it was down to monthly payments, which seemed like a merry go round and at this point my partner started to get rather frustrated. We told our sales rep our maximum to which he kept returning with amounts that we couldn't afford. Magically he, the finance department and the manager managed to get the payments to where we were comfortable (brilliant). So we went away and came back to sort the finance and to view the car. Finance was easy but the car was not. It would not drive!!! Why let a customer try a car that will not move?? So a very apologetic sales rep then said it would be fixed asap and I received a phone call the next day quoting 24-48 hours. The next day I recieve a phone call to say the car won't be ready as it was to go away”
“Bought a used vectra in November at kirkcaldy, staff were great and manager explained the 114 point check. Car drove fine in test drive and continues to do so. Unfortunately the check didn't extend to the gear knob which fell off the next day and the attempted repair of a scrape on the bonnet was poor and not given time to dry resulting in rain water penetrating the paintwork leaving a 'bubbly mess'. The advertised 66,173 miles turned out to be 69,730 miles which I hadn't noticed either. All in all mediocre service which is disappointing given the obvious enthusiasm of the sales team. Isn't that a common theme however.”
“The salesman was very able and informed. However the marketing department really lets the team down by having deals advertised that are not available, not achievable and not completely transparent.
I enjoyed the sales approach but it does take time nerve and ambition to get to the best deal.
However having said that if you are willing to put in the work there are fair deals at Vardy's”
“I initially left the store with a very positive impression and selling experience -
- The car had been MOT'd and the timing belt changed prior to going for sale
- Gordon Menzie had gone to the trouble of putting together some packs of brochures for both of our kids so they got something too (they were excited about the car).
- upon returning to service to have 3 items looked at, two of them were fixed with no issue at all, one of them transpiring to be more than we had initially thought (thought the air con gas needed recharging but transpired the condenser was gone).
- Darren in service was very proactive and helpful
However, one issue - that of the spare key - clouded things as the weeks went on.
- The key wouldn't work, so it was not checked during any pre-sale checks - maybe an opportunity for improvement there
- As a result, I was asked to "drop it in" the week after I bought it.
- Service couldn't cope with a car being dropped in, so it was a wasted round trip to Kirkaldy, entailing me having to return. Apparantly it is something that happens regularly - sales telling folk to drop in a car - as opposed to telling them to make an appointment, so there is room for improvement there.
- The key couldn't be coded so a new one had to be ordered. this was guided at 5 days to a week. I had to follow up 5 times over the phone about the key over the course of the next month, before initiating a complaint. Despite the promises over the phone of the sales manager, the key was not delivered the following week as he had committed to and I had to follow up again afterwards. - again, opportunity for improvement if an order or customer issue is on backorder, follow up with them if it has been delayed or follow up internally to find out what is happening. Why is a customer chasing you 5 times and then instigating a complaint before it (eventually - I had to follow up once more afterwards) gets actioned?
It's issues like these - small things, let-downs and continued failures despite your commitments at the highest level locally - that tarnish your reputation as being dependable.
So, while a very positive experience was had at first, it was surpassed by the frustration and hassle of rectifying what was a simple and small issue.
I have to say that Service throughout (especially Darren) and the external support from head office following the complaint (Megan) was very good. Having the option to go externally to the local store was a great help.
For that reason, I am grading you Normal. I would have graded good or very good based on the initial selling experience from Gordon and the follow up service issues re: the air con and handbrake. However, the debacle over a simple key over an extended period of time brought this back. It's the failure to deliver time and time again that has done this - nothing else - I imagine that it's something that you really need to manage as customer confidence, even to just to make the initial step onto the lot, is very, very important. It's half the battle.
I would recommend Peter Vardy for a car. I believe we got a good vehicle at good value and it had been serviced well. I would not like to have spent significantly more on a car and have experienced the same or similar issues. Hence a 7 - I would recommend you as an option to be considered, but would caveat it with my experience.
Happy to discuss this if anybody wishes to chat to me.
gerry”
“The Edinburgh Seafield branch would have definately scored higher if the sales person who deal with me Colin (S?) had been more professional and demonstrated a better level of customer service. I must however highly commend the guy who was very professional, friendly who first offered us assistance, he was knowledgeable,informative and friendly who I understand was in fact a trainee Ben (dark hair Ben) he was an asset to your company and definitely merits our praise. I would have preferred to have had Ben deal with the complete transaction but was informed he was unable to complete this due to his position. Colin did not demonstrate and enthusiasm in our purchase, failed to return calls, failed to arrange the fitting of a tow bar and Additionally we had issues with the transfer of our cherrieshed plates, the car (pre registered) on collection was dirty, covered in sticky marks, had a small paint chip which was very disappointing especially when purchasing a new vehicle. Overall this was our second purchase from Peter Vardy and this one was disappointing from various points. We felt very let down by the service received. Happy to discuss our issues further should you wish to do so as email doesnt always allow full and frank explanations.”
“From a purely personal perspective, I found the showroom noisy and the large screens overbearing, almost to the point of claustrophobic.
With regards to the ritual surrounding the "Handover" of the car, which ,incidentally, I refused to participate in, I found that to be a little OTT but I'm sure some people enjoy that sort of thing.
As a rule, I'm suspicious of all sales people in particular Car Sales people, who can be too pushy, promise you the earth, blind you with irrelevant detail and be far too personal/familiar, so imagine my surprise and delight when I was introduced to Stephen Cumming.
Stephen was helpful, without being pushy. He explained the basics about the car of my choice and answered what questions I had and more importantly, he was friendly without making me feel like we were long lost family.
I had already decided upon the make and model of car that I intended buying before visiting Peter Vardy so, aside from a fairly good deal, in comparison to Arnold Clark, I would say it was the manner in which Stephen dealt with me that swayed me to Peter Vardy.
I would like to add that the others in your sales team I had dealings with during the whole experience, from first visit to handover, were friendly and efficient.”
“The first contact with Peter Vardy was very good, then when I made further appointments and travelled to Aberdeen from Edinburgh there was no one there to deal with me.
Things are not being done as promised and a lot of crossed wires are neading to be fixed.Yes I would come back to Peter Vardy and yes I hope all crossed wires are fixed before I do.
David McNeillie”
“Too many items requested eg driving licence, National insurance number etc were left to last minute emails. It would be far better if the salesman had a checklist to go over with the client. However I was pleased with the handover procedure where everything went like clockwork and the car properly prepared and presented.”
“I am not happy purchased a car from Vauxhall in perth firstly i phoned up about a car i saw on autotrader which i was told was still for sale.i phoned garage after coming off a night shift to be told car was there so i arrived to be told car was not at that branch and they didn't know where it was.we were looking for a car so we had a look and puchased a astra we had some issues with car which we told would be sorted.when we picked up car there was some chips and scrapes still not fixed.the salesman we were dealing with was no longer with company and had not filled in the list of our requests.New salesman said it would be fixed but assured us the door would be painted but they only touched up scratches look forward to your response.”
“Great service before buying the car. After buying the car and when waiting to pick up the car the service was much poorer. Waited close to two hours after arranged pick up time for my advisor to finally appear. I was constantly told 'two minutes' two minutes' but that never happened. After he arrived I felt like he was very rushed and it was obvious he had other things to do. This meant features of the car were not clearly explained. Car was picked up on 31st August - meaning I paid for road tax for the month of August that was never used. If the advisor had had the foresight to ask me to pick up on the 1st of September this wouldn't have happened. He told me he would call two days later to check how things were going but never did. I had to chase them up to receive my MOT certificate two weeks later.”
“The salesman was quite new in post and not very knowledgeable about the car we were purchasing, a lot of questions left unanswered. No service history with the car, is being chased up but I'm still waiting, bought the car 24th August. No problems so far with the car, hopefully that will continue.”
