Lisa B.
Jul 27, 2024
We booked our service in May for the 22nd July being told that they didn’t have a courtesy car for me until a date at the end of August and seeing as though the service was due as oil light was on I went ahead with the 22nd July being told the service would take a couple of hours which was manageable for me to pass the time waiting at the grave or going to local shops. I dropped my car with them for 8.30am to be told it would be noon I’d be able to go back 12.30 at the latest (four hours not a couple) I went about passing time best I could with my mobility issues and called the garage at 1.30 to ask on a progress ro be told they couldn’t get through and I’d get a call back which I never did. I then made my way back to the garage arriving to be told my car was still being worked on when actually it was parked in the car park (I’d taken a photo of it to show my husband I’d be home soon as it was waiting g for me. I then took a seat in the waiting area to be kept there another 45 minutes to be then given the keys back to my car. I was in so much pain I couldn’t be bothered to say anything I just wanted to get home after seven hours of passing time instead of a couple I was told I’d need to do. I wanted to take my car to the garage so as to still feel independent and able to try do things that at times can be a challenge due to my disabilities but after this experience and being told my car was still being worked on when it was in the car park has been such a let down in the service and customer care at this garage. I was not advised as I now know that I could have asked Motability at the garage for a taxi home so as to not cause me unnecessary pain and discomfort and anxiety having to wait as I did. I was chatting to a couple at the garage who weren’t on Motability who were not going back to this dealership for their Kia due to their poor experience too. The lady on reception when I arrived had piles of paperwork she was fumbling through not knowing where my paperwork was a bundle of keys in her hand and I’m not saying I should have had any special exceptions due to being a disabled customer but an apology as to why it had taken so long would have helped. I appreciate courtesy cars are in short supply at garages but if they’d have told me
I could have had a taxi back home it would have helped yes I know I could have decided to do that myself and pay the £20 each way but that’s not the point. Also the next time I drove my car after having to spend two days in bed in pain I noticed they’d left some marks on our gearstick like scuff marks so I wasn’t happy at that either. I’m not one to complain but to be told a couple of hours for work to be done which I knew was manageable for me to pass the time all be it In discomfort but being made to wait just over seven hours was just too much and on arriving home I was in floods of tears with pain and unable to do anything at all for the next two days needing to rest to try ease my pain which had been exacerbated by the experience at the garage.