“Recently travelled 80 miles down the m1 from Leicester to Luton to view a audi q2 edition 1.when I viewed the car the bodywork had lots of marks and the alloys were in a terrible state. All 4 needing work. After trying to get the business manager to repair the wheels and bodywork I went back home.
Next day I got a follow up call from a salesman saying the bodywork was going to be sorted and after agreeing a trade in price for mine that was the deal. I've been after one of these cars with the extras that has for some time so was still very curious.
Next day another salesman rang to say somebody else was interested and I should put a holding deposit on to stop him seeing the car. He told me if I changed my mind the deposit was fully refundable and I can get the deposit back straight away so I give him my card number over the phone.
A few days later I decided to not go down Luton and asked for my deposit back. You guessed it, rubbish. I've emailed and rang repeatedly and just get fobbed off.ive even had a saleswoman laugh which I replied it's not funny.
DO NOT DEAL WITH THIS COMPANY.”
“I am writing concerning a car purchase I was involved in through the Wisbech Branch
A Ford Mondeo I arranged on the 7th of February with the salesman to come and see it on the 10th and up to then the communication had been excellent.
I arrived on the 10th after a 75 mile drive to find the rep wasn’t in that day ( this had not been mentioned to me ) but took the car for a test drive.
I had been told that the car was an excellent drive before hand , but within 10 minutes of the test drive I had a warning light appear about the engine coolant .
I reported this to the salesman at work that day and said this wasn’t good – his response was “ok let the sales rep know what you want to do “
So I had had a 150 mile round trip for nothing costing me £40 in petrol
A couple of days later the rep phoned and told me the engine coolant fluid level was low and that was the problem and since it had been topped up the fault had cleared but the car would be covered by the 12 month warranty and Breakdown cover as well as being properly checked , I then bought the car and arranged delivery on the 17th and took the day off work, about 10 am I checked to see what time the car would be coming and got the reply that it wouldn’t because the fault had come back and would need work done to it.
This was after I was advised to tax it and insured it ready for delivery , which I did
I was then told that the work had been done but the fault was still showing so it would have to go to a ford garage for the “brain “ to be reset
A new date was arranged for delivery , the 24th of Feb - another day off work, on the 23rd I received an email from the rep telling me the engine had been condemned and he would refund me the money – I think I should have at least received a phone call.
I asked him about the tax I had paid – he said give the tax people the reference number and Id get a refund – this was not true, because I didnt have the log book I had to write to them explaining the situation , I don’t know if I will get a full refund of the £250 , and I will have to wait at least six weeks to see.
I also cancelled my car insurance to then start my new car insurance – I’ve had to reverse this so have been charged £20 admin fee.
I gave my credit card and bank details yesterday for my refunds, I checked today and had nothing in either so I contacted the rep saying this – his response was I should check my accounts because he’d done the CC refund, the bank transfer would be soon.
I would expect for how I had been treated over the car he could have at least said I’ll chase it up and get back to you - my bank transfer took minutes .
I then tried to get the head office details through your website yesterday to be able to contact them , the live chat ( olivia ) told me she did not have such an address or one for complaints – she then ended the chat.
Why the car hadn’t been prepped / checked before it was put up for sale
The loss of money through petrol, insurance , tax and time I spent waiting / arranging for delivery
The lack of phone calls
Delay in repayment
Olivias attitude on the live chat
I then contacted the store Manager and area manager and was told they'd investigate and reply .
Two weeks later I had to chase them up
This experience has made me decide to keep my old car and wouldnt go near this dealer in future”
“After several emails ( one of which I was told it was a fantastic drive and I would buy the car ) Had a round trip of 160 miles to look at a car.
10 mins into test drive had a warning light come on.
I was told after a couple of days low engine coolant so I bought it.
Waited for delivery, that morning got an email that light had come on again - replaced 2 engine components and 2nd delivery date arranged .
Evening before had an email warning light still on so going to a dealer garage
Following day - engine condemned.
Now waiting for refund.
Id taxed and insured the car for 1st delivery, have been told any money Im out of pocket will have to be looked at
Petrol, 3 days waisted , insurance, tax.
Not had a single phone call - all emails
Terrible service and why wasnt the car tested and made ready before being advertised
They kept pushing the years warranty - expect that was so once I had taken ownership of it I would have to take it to garrages”
“Spoke to a member from the sales team from the Kimpton Road thurlow nun in luton today and the man i spoke to was patronising, rude and so belittling. The phone call ended with me nearly in tears. I phoned up just for some advice and got made to feel like an idiot. Will never ever shop or contact Thurlow Nunn again.”
“Ordered new mobility car May have received no updates when it will be ready
Keep phoning branch nobody returns calls they just dont care very upset by it all”
“This company is a scam. I approached Dunstable branch to purchase a car on finance. I was provided with misleading information about an available car and my personal details were taken to apply for finance. Car was due to be obtained by mid September 2021. I deposited £250. I was assured that the car will be available. Later I was told that as the vehicle was not on site, it will be received on 18/10/2021. I then asked for a courtesy car in the interim. That was agreed. But a few days later, I got a call saying that no courtesy car will be given and the purchased car will not be obtained until December. Thurlow Nunn confirmed that they do not want to sell the car. My credit score has now gone down due to the finance application. It is difficult for me to get a car using the same value. I was misled and given false hopes. I waited for nothing, made several phone call for nothing and tried to explain the situation to the manager but in vain. On a more corporate level. this incident was unlawful in terms of customer services. They mis-sold me and never had the car. The car was never available in their stock. Finance was approved and car was never available. Deceptive information is provided by this company. Their practices are unfair to gain advantage and to mislead customers. It is noted that The Unfair Trading Regulations impose a general prohibition on traders from engaging in unfair commercial practices with consumers. It protects consumers from unfair or misleading trading practices and ban misleading omissions and aggressive sales tactics.”
“We bought a vauxhall corsa at Kimpton Road in luton.
It was 4 year old and when it was viewed it had 2/3 stone chips and when my wife picked up the car it had about 20 stone chips they disguised most of it when it was valeted.
Also they slammed the phone down when we decided not to have option extra on the car.”
“would not recommend them to my worse enemy. The salesman was patronising and basically rude he made us feel like we were an inconvenience tried to hurry us and when we asked about another model, he did not seem interested. The experience we had there has put us off buying a vehicle from them. We should have said something at the time but we were a bit shell-shocked.
We ended up at Norton way in letchworth and the difference was like chalk and cheese.
they were very friendly knew every detail about all their cars.
We are now looking for a car for our son and will be giving Thurlow Nunn a miss.👎👎”
“Thurlow Nunn - Luton, I've been waiting for more than a month now for my £250 refund from the deposit they've had asked me and still it's not been given back. Tried giving them a ring and sending a lot of emails but no response from them up to now.”
“Bought a car, reversed it out my drive to find the car fully shuddering. Thurlow nunn told me to call the RAC (they didn’t want to deal with it themselves), and the lovely man from RAC listed multiple problems with the car I had just purchased. Thurlow nunn took my car back and gave me a courtesy car covered in thurlow nunn stickers and it took them a month to order in new parts. After chasing them every week, I eventually got the car back after a month and they still think that it is acceptable that I didn’t have my car for a whole month. Additionally, for them to say they tested the car before they gave it to me is ridiculous as I noticed problems immediately. I also lost out on a whole month warranty- how am I meant to know the car does not have additional problems that will have to be dealt with in the future? Terrible experience and service, stay away!”
“Thurlow Nunn are awful. Had problems with the car from the start of buying it. So not buy a car from here. They don’t want to admit any problems and are happy to take your money
They are not clear and add on things like gap insurance.... I had no idea about”
“I bought a Brand New Grandland X from Thurlow Nunn Luton, it had a fault on it from the day I purchased it
They have attempted to repair it on numerous occasions, and they failed, I rejected the vehicle and they have been judged to of breached consumer law, yet they continue to argue the point and won’t accept the rejection.
Worst company I have ever dealt with, completely useless and unprofessional!!!!!!
DO NOT BUY A CAR FROM THURLOW NUNN LUTON”
“Appealing service at Great Yarmouth branch. Very rude and didn’t deliver what they promised on main service. They lied and cheated, the manner was aggressive and unprofessional. Been going there for 5 yrs but the 6th year service is the worst service. Avoid this branch like a plague. The thurlow nunn values are a joke, they are not caring, respectful,professional and definitely not putting the customer first. Gary Osborn regional manager states that customer satisfaction is a priority... I very much doubt that statement”
“Appalling customer service has a few issues with car I bought from them tried calling to get fixed and no one is interested they said would call back on 2 times of me ringing and not heard a thing very poor”
“Bought a Mokka from Thurlow Nunn (Dunstable) November 28th 2019, after 2 weeks the vehicle broke down 3 times so it was returned to them Dec 12th. I had no return calls after calling the garage Dailey 4 times leaving me to turn up at the garage irate to get an answer from the manager Chris who ignored my calls. I was told the wiring was in a wrong position and could not release the car until repaired following which Thurlow Nunn rang me advising the catalyst had melted. As this was in the 30 day period I advised Im rejecting the vehicle as this was for my wife to drive my children, want my money back or a replacement. At no time did we receive a courtesy car. My wife even attended the garage and saw a sticker on the window advising 'caution do not start this vehicle'.5 weeks later 17th January 2020 we was to pick up the replacement and the finance was to raise £5 per month. I was ok with that until they asked me to sign the agreement and see they added an extra year in the finance deal. Absolutely disgusted with the way we have been debt with. The manager Robert even said he is struggling to get the finance down to what the initial repayments were... NOT MY ISSUE!!! Ive rejected all and cancelled my purchase advising I do not want to deal with them. In all not having the vehicle Im financing lost over £100, paying for a vehicle that does not sit on my drive.”
“My partner has just been sighed at by Rob Culbert at the Luton branch which I find unprofessional and just rude.
I have brought her car as arranged first thing this morning at 0815 hours and was told we would get a phone call when car was ready. I was assured when booking in and when bringing in that it would be repaired on same day. This was done and I had to chase update leaving me short of time to arrange ghetto g myself and my partner to work.
We were not told to bring DL for replacement car and when we said she didn't have her DL Culbert sighed and said he wouldn't release car till she had DL. Had we been told to bring DL or been told the car wouldn't be ready on time we could try make other arrangements. This is n6 our fault so I strongly object to being sighed at.
The service I have had from this branch has been poor. No updates. I have had to chase everything and have had no apologies when they have been at fault throughout sales and vehicle repairs.
I would not recommend this company to anyone.
Was told by sales manager to write to branch management but I will not do this as kn6 my complaint would be hidden and others will experience worse or same problems I have experienced.”
“They offered me a car which was already sold and I even rang up on the day about moving the car and they agreed to it but when I got to the dealer they told me it was sold 2 days previous. They also couldn’t offer me anything similar to the car I wanted. Not at all impressed with their customer services or commutation”
“car serviced new timing belt and pump fitted ,got car back day late scratch down rear bumper was basically called a liar could not of been done there after doing about 20 miles coolant light came on found expansion tank cap pushed in and not done up also heater sensor for turbo not refitted correctly leaking complained service manager very rude and did not care at all will not be using again cowboys”
“Waited six and a half hours for my jobs to be completed but with no engagement by receptionist regarding the wait. Only engaged when asked what was happening and why the delay with no explanation. Very discourteous receptionist who had the affront to call me "Darling". Go there in order to ensure Lifetime warranty is enabled but then they cannot even be bothered to ensure that it is "renewed" after completion of a Service and have had to chase them in order for it to be done. I am one of the other 50% who would not recommend. Two weeks after my visit still waiting for a response to my telephoned complaint which have now asked for them to reply in writing.”
