this is my complaint against a arnold clark branch, as a paying customer what would you expect as the response?

Question

F.A.O – Complaints Department,


I am writing to formally complain about the recent customer service l received at the Arnold Clark Ford branch .

In short my car broke down (alternator and battery failure) on a Sunday and as l have AA cover they towed me to the nearest garage which was the above branch. I do understand that you do not have contracts with the AA in regards to warranty cover but my insurance with the AA currently covers me for £500 pounds of repairs. In order to claim my insurance I need the service department of the garage to make a call to the AA and get an authorisation code for the repairs in order for me to claim it back. The whole experience that lasted a week was very stressful. I am writing to you as I have already spoken to the service assistant and the branch manager about my complaint and both where very unhelpful and I feel I am no longer happy to discuss this matter with them. The main points of my complaint are below if you require further information please do not hesitate to contact me.


* Little contact from the service department. I was not informed of any progress and how long the repair would take. Everyday I had to call them to enquire.

* After spending 1hr diagnosing the fault with the car which we paid for, the fault then changed 3 days later and more costs added.

* Cost continually changed from each call and especially when contact was made with the AA.

* I was only given one quote. I wasn’t given alternative options which I believe your company policy is to offer different options.

* When I finally got the bill they had added a surcharge for the alternator which I believe is incorrect when you are keeping the one that has been removed. I know that this wasn’t a mistake as the service assistant printed several copies and checked it over and over. I am still waiting my refund!

* The service assistant advised me that he was the manager which I then found to be untrue I got to speak to the branch manager.

* The branch manager was very rude and when I asked why the repair was taking so long he advised me that the car wasn’t booked in and what did I expect! Even though I am a paying customer.

* When I asked the service assistant to call the AA to get authorisation when the problem with car changed even though it stated that they spent 1hr diagnosing the problem which I had paid for he refused saying he was too busy. I tried explaining that I would not be able to claim for the additional problem unless they got authorisation. I do understand that it is a busy place but 4 weeks before Christmas a new battery is a lot of money especially when I pay for an insurance policy that should cover this problem.
I asked the service assistant several times to do this and he kept saying he was too busy, when I stated I could afford to pay for the battery unless it was included with the policy he advised me he would just take the battery out! I found this to be totally unacceptable and very rude.

* When I turned up to collect my car he still hadn’t phoned the AA. He also refused to give me a letter explaining why the battery had to be replaced which I asked for as he refused to call them. At this point I had to offer to call the AA from my phone and when I got through had it over to him. For some reason it didn’t seem busy when I was sitting in front of him so he did call them but constantly moaned the whole time on the phone.



I currently have 2 cars from Arnold Clark and every 3 years change them. I do really feel that the customer service I received was terrible and the way I was treated was a disgrace.

Answer 1

Get bent.

Sounds like they have terrible customer service!

Do not go back.

Answer 2

Arnold Clark Customer Service

Answer 3

Arnold Clark Complaints

Answer 4

This Site Might Help You.



RE:

this is my complaint against a arnold clark branch, as a paying customer what would you expect as the response?

F.A.O – Complaints Department,





I am writing to formally complain about the recent customer service l received at the Arnold Clark Ford branch .



In short my car broke down (alternator and battery failure) on a Sunday and as l have AA cover they towed me to the nearest garage which was the...

Answer 5

You stated that you change your car every 3 Years, therefore the problem you had should be repaired under warranty, I don't know where you live, but I would phone my local paper with this story and have it plastered allover the front page, you can also get it touch with the "Customer Service Department" (phone number in your local phone book) they will sort it out for you, alternatively you can see a solicitor, apart from that your letter is spot on.

Answer 6

Sounds like you have a valid complaint but do not expect a response as they will already know that they have lost you as a customer.

Sadly it seems typical of most dealers at the moment. when we go to the one where my partners car came from they seem to have changed the staff everytime - even though they do this they always screw up

Answer 7

Don't give up!



It's arnold clark afterall!



They are the worlds worst company, from a business point of view they are good, but the staff are horrid!!!



Like I said, don't give up - the first and only time I complained - arnold clark himself went to the garage envolved to kick *** about the complaint!!

Answer 8

This isn't a valid question and is therefore in violation of the Y!A community guidelines.



If you have a problem with the shop, why are you posting your complaint here instead of sending a letter to them. Your post isn't going to be magically forwarded to their complaints department.

Answer 9

He has accusations of womanizing, but like you say he has lots of money, and Sarah Palin does not have that kind of legal team at her disposal. She is using state money to fight frivolous claims. Shame on people that are so anti Palin that they don't care about wasting the taxpayers of Alaska's money.