I purchased my car from Arnold Clark branch, Dunfermline in 2015, with the car I purchased a service plan and had the car serviced at Arnold Clark Sighthill in 2016.
In March of this year I checked my cars MOT history on the DVLA website as I was looking to sell the car, the millage was recorded as 61,846 instead of 6,501. This was a shock and we therefor called on the 27th of April to speak to the servicing dept at Sighthill and spoke to ---- she looked into our record and could see that this was your job number that had been entered instead of my mileage. She then said she would sort it out at her end.
---- called back and said it couldn’t be sorted out by Arnold Clark that I would have to speak to DVLA, I then called them and they said they required evidence, I then called O---- back who said she’d send it straight away (the job sheets etc), she was helpful and apologetic.
Having received nothing that day, I called back on the Monday, she had forgotten to send the information and then proceeded to do that.
I called the DVLA on Monday the 30th of April and they informed me that the process could take up to 3 months before they would consider the evidence.
I called Arnold Clark Sighthill on the 30th of April several times and managed to talk to J---- the General Manager, he said he’d look into it and call me back straight away, he sounded shocked. He asked me to send the email to him with the evidence that came from the service.
I called Arnold Clark Sighthill on the 31st of April as J---- hadn’t returned my call. I left my name.
I called Arnold Clark Sighthill on the 1st of May as J----- hadn’t returned my call. I left my name.
I called Arnold Clark Sighthill on the 2nd of May as J----- hadn’t returned my call. I left my name.
I called Arnold Clark Sighthill on the 3rd of May as J----- hadn’t returned my call. I left my name.
I called Arnold Clark Sighthill on the 4th of May as J------ hadn’t returned my call, I got through to him and the phone immediately was hung up on me.
I called Arnold Clark Complaints Department immediately after at Glasgow, my complaint was recorded and I was told that Jason would call me the beginning of the following week to discuss what could be done to compensate for the loss and issues with Customer Service.
I then received a message on the 8th of May on my phone (I was with a customer at the time so couldn’t answer) which stated as they had tried to contact me they were sending a letter.
I received a letter a few days later dated the 8th of May stating all the information I already knew plus this paragraph “The matter will be resolve and the error shouldn’t contribute to the depreciation in value of the vehicle” in addition to a scant apology.
This is the reason that apology is far from acceptable.
On the 26th of May I went into the Arnold Clark website to start the process of selling the car looking for an indication of value, it came up as £5,278.00 at 7,653 (genuine mileage) today the 15th of May we went into the same website the car is showing as £4,775 based on the same mileage, so due to the delay of 3 weeks it has lost £500.00, so in 3 months there will be a substantial loss.
Every step of the way regarding this matter, your letter is insulting, this issue has been mishandled.
The lack of response from your General Manager.
The lack of real interest in a matter that has been caused by you (ok human error is forgivable but not the following Customer Service).
I have done nothing other than buy a car from you and a service plan, I have another car that I purchased from you the same year. I am disgusted at the lack of interest and effort to sort this situation out and for that reason I want my complaint to be accelerated up the management system.
Apparently there is no acceleration of complaints unless you go to a lawyer and they couldn't see what was wrong, it was just a mistake and they don't compensate for mistakes they make!!!!!!!!
