Thompson & Potter Ltd - Perth

[Luei]

I have recently purchased Skoda Superb 2017 from Thomson and Potter in Perth, Scotland.
Due to COVID-19 most of the dealing and communication was done online. I expressed my interest in the used car and promptly got a response with personalised video presentation from salesman Alan.
I liked the car; we made a deal (part exchange) and I paid for the car. So far so good. But it went downhill after that.
On the collection date, I was informed that my sales rep was not present even though we had agreed on certain time. I handed my old car keys, documents and old car and I was given keys from my new car. At that point I was informed that they discovered there is a broken windscreen on the car and that it will be repaired in the near future. Apart from that, I was promised a spare wheel and car mats. Both of which were missing.
There was no handover inspection, no document signing. Basically nothing. Just ‘here are your keys and you can go’.
Over two weeks later I got a call and had the windscreen replacement arranged. Car got collected and windscreen was changed. Badly. It was dirty with glue residue and middle sensor panel was not done correctly. After finding out about the issues I contacted the sales rep who had the car collected again and it had been repaired and delivered back to me. They did not refuel the petrol used, but I got my promised spare wheel and car mats (some minor issue where they kept my mats and provided me with theirs…) as promised so I was not bothered.
And just today, when I washed the car, I discovered damage across both the drivers and rear passengers’ doors and right-side skirt. Deep long ‘dent’ in the skirt. The bottom of the doors had been repainted but the paint is a poor match to the rest of the bodywork. I had asked if there was any damage on the car when buying and been told there was none. Which is obviously a lie.
At this point I would return the car if it was not for the fact that it is over 14 days from collecting it.

Up to the point-of-sale Thomson and Potter seemed like a very good dealer. As it is, with all that has happened I have to advise NOT to use Thomson and Potter. I chose them with some expectations as an authorised dealer and was left disappointed and frustrated. Instead of having great experience, I am left with a bitter taste.

[Rooted]

@Luei  Is that a Skoda Approved Used car with a warranty or some trade in they got and punted without proper pre-sale preparation  ?

 

Whichever,  that is really not on.  Have you spoken with the Dealer Principal yet?

 

The Paint Warranty does not apply, but the Corrosion Warranty is and any damage has to be repaired to the factory spec.

The pre sale check should be showing how the damage invalidates the Warranty and requires correct repairs.

Edited 27 February, 2021 by e-Roottoot

[Luei]

Just now, e-Roottoot said:

@Luei  Is that a Skoda Approved Used car with a warranty or some trade in they got and punted with proper preparation  ?

 

Whichever that is not on.  Have you spoken with the Dealer Principal yet?

Yes. It is used Skoda approved. My last exchange was when the windscreen sensor got repaired. 
And I am not sure, if there is a point in talking to them when it is over 14 days since I got the car and it is partly my fault for not inspecting it properly 🙁

[Rooted]

Every point as the repairs require proper work doing.

There is a premium buying an Approved Used Skoda because of the supposed rigorous checks and Workshop safety checks.

 

The Dealerships Check list is surely not filled in.    Chancers.   

 

Thompson and Potter, 

Part of the John Clark Group.  As in also Dundee & Aberdeen Skoda Specialist cars.

Edited 26 February, 2021 by e-Roottoot

[Luei]

1 minute ago, e-Roottoot said:

Every point as the repairs require proper work doing.

There is a premium buying an Approved Used Skoda because of the supposed rigorous checks and Workshop safety checks.

 

The Dealerships Check list is surely not filled in.    Chancers.   

Hm. Maybe you are correct. I will drop them email on Monday, but I do not expect much tbh. Thanks. 

[Rooted]

I would. 

and include a copy to John Clark Groups CEO.     They will get their buts kicked.

[Luei]

10 minutes ago, e-Roottoot said:

I would. 

and include a copy to John Clark Groups CEO.     They will get their buts kicked.

I used contact us form- complaint- on John Clark websites just now. Pasted there my review. Thanks again for the advice. 

Edited 26 February, 2021 by Luei

[Luei]

9 hours ago, e-Roottoot said:

I would. 

and include a copy to John Clark Groups CEO.     They will get their buts kicked.

I would like to ask one more thing. There were some other “imperfections” as well, when taking the car. Chrome trim on handbrake was peeled and passenger seatbelt webbing is damaged. Should those be repaired before the sale if it is Skoda Approved? I took few more photos of the side+repaint

Edited 27 February, 2021 by Luei

[nbramwel]

This is exactly why I would not buy a car without first inspecting it thoroughly.  I appreciate things are difficult at the moment but it is simply foolish in my opinion to simply trust a car dealership to do anything other than get your money from you in any way they can.  Get some advice from your local Citizens Advice Bureau over your rights and how to proceed.

[Westbury63]

That is absolutely appalling. Sorry to hear of your experience.

 

The dealer knew full well what damage that car had before they sold it. If the deal could be reversed, eg get you old car and money back, that would be the route to take IMHO.

 

I may have missed the info, but how many miles has the car done?

Edited 28 February, 2021 by Westbury63
Spelling

[Luei]

27k Miles, registered 07/2017.

 

I went to Skoda dealer as I thought there would be some guarantee of great service. I don't have experience in buying cars (this is my second car). And because of the current situation I did not want to buy from some independent small reseller.

 

I sent email complaint to the dealership, John Clark group and Chris Clark (CEO). 

 

Problem is that I dont think I can have my old car back. I am fine if they repair and repaint properly. I like the car. It just the bad customer service :(

Edited 28 February, 2021 by Luei

[Westbury63]

At 27k miles, the seat belt should not be in that condition. If you are happy to have the vehicle repaired, I would very closely inspect every single part of it, and form a list of defects and evidence with photographs, and then insist they are all replaced. 

 

For example, that seat belt looks like it belongs on a car that has covered some serious mileage, not a nearly new 27k motor. Same with the plastics you have photographed.

 

Just my opinion, but they knew the car was in that condition. The seat belt as a case in point, they let the car out of their workshop with serious fraying. 

 

Sorry for your grief, but that really is very bad practice from the dealer.

Edited 28 February, 2021 by Westbury63
Spelling

[Rooted]

@Luei ?  Who was this car first registered to, and where was it first registered. A company or named person.  If a EX Motability owned car then it is the person leasing it's name that goes on the V5.    It can be  a passenger that leases the car and need not be the driver.     How many registered keepers does the car show?   If the car was a Motability one then at hand back and time of the MOT , inspection it was photographed for BAC,s auction website and before John Clark group bought it.   The Perth Dealership Principle should be ashamed at the state of that car.  Hopefully by tomorrow John Clark Group Directors know about this thread and will do the right thing and get you a perfect car. All the best.

[Luei]

5 minutes ago, e-Roottoot said:

@Luei ?  Who was this car first registered to, and where was it first registered. A company or named person.  If a EX Motability owned car then it is the person leasing it's name that goes on the V5.    It can be  a passenger that leases the car and need not be the driver.     How many registered keepers does the car show?   If the car was a Motability one then at hand back and time of the MOT , inspection it was photographed for BAC,s auction website and before John Clark group bought it.   The Perth Dealership Principle should be ashamed at the state of that car.  Hopefully by tomorrow John Clark Group Directors know about this thread and will do the right thing and get you a perfect car. All the best.

Registered in Scotland. Only 1 previous owner. Some company leased the car for 3 years. It was sold and taken care of exclusively by Thomson and Potter. 
 

[Luei]

Here is my google review. Maybe that will get some attention. 
https://g.co/kgs/QHpfML

Edited 28 February, 2021 by Luei

[Westbury63]

22 hours ago, Luei said:

Here is my google review. Maybe that will get some attention. 
https://g.co/kgs/QHpfML

Hopefuly your accurate Google review and this thread will prompt the dealer to do the decent thing and get the issues resolved asap. I would expect them to follow up with a suitable goodwill gesture.

 

IMHO they have exploited the situation Covid brings about. They knew full well what condition the car was in, and have taken advantage of the online sale. Sharp practice that makes me angry.

 

We all know that if you were to part ex that car, or if it were being returned at the end of a PCP agreement, the car would be inspected to British Vehicle Rental and Leasing Association (BVRLA) standards. That inspection would have found those defects.

[Luei]

Great news!
I had a call from sales manager this morning. He was very polite and apologized several times for all the troubles. 
He said they will collect the car, repair everything and provide me with a temporary car in the meanwhile. 
I am going to inspect the car more thoroughly after work and take pictures of any other damage or imperfections. But I also understand it is used car, so some things are be expected. 
I will update you once the work has been done.
 

Thanks to everyone for their help and advise. 

[Rooted]

Good.

I hope a new seat belt is going to be fitted.  The least that should be expected with that.  

Proper bodywork repairs to the Factory Standard or actually better than a Skoda Factory Standard.

This is for the Corrosion Warranty & Body Inspections as Skoda tell people they should have done when they knock back Warranty Claims.

 

It is a Used Car.  But it is a 'Skoda Approved Used Car' that has supposedly had Rigorous Workshop checks, and you pay a premium for.

 

I hope the car has been serviced to the Manufacturers Recommendations / Guidelines.

 

So the Brake Fluid changed at 3 years, and the other service items that are part of an 'Extended Scope' Service @ 3 years.