“I was really surprised at the lack of customer service at Luton branch. The team were extremely rude and arrogant. I have previously purchased 3 cars from this dealership and my partner has purchased 2. I wonder perhaps if the management may have changed since my last purchase 4 years ago. After my recent visit it’s clear to say myself, partner or any family will not be using this dealership in future. They also give Vauxhall Uk in general a bad reputation.”
“Or do you mean unhappy.
I was recently interested in a car at Thurlow Nunn at Gt Yarmouth. The actions of their sales team,mainly not knowing how their own systems work that lost the sale of the car to me. Then they tried covering it up. Incompetent leadership and extremely poor customer service.”
“Bought a car 1 year ago ,it was 5 years old ,was persuaded to take out extended warranty and the service plan,both turned out to be useless and the health check reveals that it will cost just over two thousand to put issues right,I said that couple of faults must have been there when it was sold to me, leaking air con that's going to cost me about 1200 and an oil leak ,can't prove it though but will never buy a car from them again or take it there for repairs”
“Unfortunately I can't recommend Thrulow Nunn for servicing or repairs.
I sent my car in recently after experiencing some electrical issues. They charged me £260 for 2 hours of running diagnostics to find nothing. In the pre-service description I mentioned I believed it may be a battery issue.
They told me if the issue persisted in the next 3 months to get in touch and they would look at it again free of charge. The issue did crop up again, my partner took the car to another garage to get the battery tested and low and behold I simply need a new one.
When calling Thurlow Nunn to see if any of this would be covered by them the man I spoke to was incredibly defensive and rude. I would suggest you go elsewhere if you're experiencing issues with your car or you run the risk of spending hundreds of pounds to simply sort the issue yourself!”
“One phonecall and I will never set foot in the door. Called recently and spoke to a "lady" called Denise, she was rude, condescending and clearly places herself on a pedestal above anyone else. I'm assuming she works in the call centre as there was a fair amount of background noise. She made no effort to help my query and just wanted to sell me finance for a repair that she wasn't willing to listen about in the first place, I was constantly talked over and unable to explain that I just wanted a quotation for service and two tyres. It seems she only wants to help when it is benefit to her.
On another note when calling I don't appreciate hearing people passing wind or talking about their personal lives in the background as a potential customer it doesn't provide a professional touch and I would urge the management to rethink their clearly lacking standards.
Overall a very poor experience especially from Denise, people like this should not be in a customer service role when they do not know the meaning of the word.”
“Soon to take your money and keep you up to date but as soon as you’ve purchase the car you get radio silence. Set backs that make the hand over of the car longer. No updates at all. I had to call three times and write two emails to get any kind of response. Shocking”
“Fantastic experience and support in purchasing a new MG. Thank you to Zay and the team for their support: before, during and after, and and looking forward to many miles of blissful driving.”
“All I can say, I purchased my second Volvo say all cars have a 125 checklist certainly mine didn’t after two days doing 25 miles. I had a noisy turbo when starting also the tailgate wouldn’t shut. Took it back to them after three or four times. They are saying that it’s got to go to Volvo to be sorted out and in our policy they state that they can service any car and they also offer you a plan. I will not be heading back there again for another car have asked for somebody to call me high up but still waiting”
“Paid £300 for 12 months warranty, after 11 months dual mass flywheel started clattering, took car in for repair, charged £129 for diagnostics, told them it was a mechanical fault before hand, they replaced fly wheel and put new clutch in. Bill just over £1700, had my car for a week then got told I had to pay bill myself warranty not covered. I got a quote from my regular garage, just under £600 including labour, so total rip off!”
“Car salesmen stereotypically have a reputation that after shaking their hands, you should count your fingers to ensure you still have them all. So I thought I'd purchase from what I believed was a reputable garage and company. Little did I know when I was persuaded to part with £15,000 only 7 months ago, purchasing a car 2.5 years old with less than 10,000 miles, that Thurlow Nunn would be the worst culprit of all. They take your money in a flash, then when a problem arises, they wash their hands of it altogether.
The car I purchased for my son 7 months ago broke down; the AA were unable to fix it on the road. Obviously, after 7 months and £15,000, for the engine to stop working, I was upset. Who would not feel like they had just been robbed and conned by Thurlow Nunn? I phoned the Luton branch and was immediately told it's £120 to diagnose, then it's per hour and parts after that. Not even a raised eyebrow that a £15,000 car's engine had stopped working 7 months after purchasing a less than 3-year-old car. Perhaps Thurlow Nunn sells cars with an expectation that after such a short time, the engine stops working; I don't know why it seemed so normal to them.
I was told their phone calls were recorded – must have a huge number of problems, I thought to myself. So when I was told the fees and experienced the attitude that came with it, I was more than dismayed. I said, "Do you think it's shocking that a car purchased 7 months ago, less than 3 years old, for £15,000, has its engine go wrong and you wash your hands of it? If I put that on social media, people would surely be shocked."
It was arranged that my son would have AA tow the car to Thurlow Nunn. After 3 hours of waiting for AA and 10 minutes from arriving at Thurlow Nunn with the car being towed, I received a phone call saying Thurlow Nunn were refusing to take the car as they said stating to put a complaint on social media is "threatening."
I finished my day with my patients in my London hospital and drove to speak in person to Thurlow Nunn's service manager in Luton. When I arrived, I was met by Brian McKenna, the service manager. He took me into a back room, and upon getting a very uncomfortable feeling, I turned on my voice note app on my phone, in the event of anything being said – I wanted proof.
Mr. Brian McKenna (I'm not sure if this 5-foot-4 rotund man has little man syndrome, as you'll soon discover) told me in no uncertain terms that once Thurlow Nunn has your money and you've had the car over 3 months, basically it's tough luck! It's on me, down to me, and all Thurlow Nunn is interested in is taking your money. All their representatives, like Brian McKenna, are interested in is their commission from taking people's money. I did record the conversation, (Recording a conversation in secret is not a criminal offence and is not prohibited. As long as the recording is for personal use you don’t need to obtain consent or let the other person know.)
and perhaps Thurlow Nunn would be interested in listening to it. You can clearly hear me in a calm manner say THREE TIMES, "Please stop pointing at me." You can clearly hear Mr Brian McKenna make it extremly clear that once they had your money, that Thurlow Nunn did not care!!!!! The tone of voice and the messages conveyed of this snake oil salesman is extremely clear to hear.
As I read all the 1-star reviews, I really wish I'd have taken the time to see how many bad reviews have been written with Thurlow Nunn's classic response, which is written on every complaint: "We are sorry to hear of your recent feedback of our Luton Branch. Please rest assured this will be raised with the team and someone will be in touch with you shortly." Total standard lip service, same response on each complaint. You may just as well have written, "Once we have your money, we don't care."”
“Spent 16k for a car, payed for 3 services and mot to be carried out.the first was a major service, they did a full service as they said it wasn’t needed, changed a tyre and damaged my wheel and said I done it. Got it inspected by an independent garage and they said it was caused by them fitting the tyre. Hence cancelled all my services with Thurlow Nunn and there is no head office or anyone to complain to.”
“I took my VW Tiguan in to the Thurlow Nunn garage at Holt. I had a noise from the front near side wheel that could have been a brake or bearing issue. I collected the car with a £550 bill! However on driving home the noise was still apparent. I took the car back to complain about the remaining problem; the receptionist took exception to my complaint and I disagreed with my issue. (I don’t think he was a qualified technician). After further discussion all I received was tirade of abuse with rather choice language from the young man on reception. To be treated in this manner is not acceptable. Clearly I won’t be using Thurlow Nunn again.”
“I would never buy a vehicle from Thurlow Nunn again. Their communication is appalling. On 3 occasions they changed the date i could collect the new vehicle but i only found out as i phoned their office. it was agreed on purchasing the vehicle they would fit a reversing camera, and a few bits that were missing. another 4 phone calls before the camera was booked in and now they are ignoring me about the rest... i dont even have a service book for the car! i have already written a review on Google and the manager said to get in touch and he would deal with the issues, but his communication has been worse than the sales guy. Im at a loss what to do next.”
“I was told I would have to pay £290 for a part to fix my car .. I thought this was a lot for the part .. I asked for part number I made enquiries and discovered it was the wrong part for the job .. it turned out the part I needed was £62.00 I was quoted £130 labour for the original wrong part yet I STILL paid £130 for the part which took less time”
“I have nothing but praise for stan McDonald at vauxhall Kimpton Road Luton, choosing our first disability car was daunting . Nothing was to much for him . He was polite , helpful and went out of his way to make sure I was happy with what I chose, eagerly await our new car 🙂keep up the excellent service . Would highly reccomend.”
