Maddy

Aug 6, 2024

AVOID JOHN GROSE LIKE THE PLAGUE - GDPR LEAK - FAULTY VEHICLES

AVOID LIKE THE PLAGUE!! I had driven to the LOWESTOFT branch to buy a blue fiesta ecoboost 1.0 My initial experience on sale day was good and was promised the absolute world before I raised payment to them for the car. Then from there they do not want to know. I noticed on my test drive that the vehicle I had come to see had a CRACKED WINDSCREEN. I informed my sales assistant, LUKAN SQUIRES, of this matter who then promised it would be fixed and would not be visible. Therefore I agreed to purchase the vehicle under the promise that the crack in the windscreen would be completely fixed and not visible upon delivery. Upon delivery of the vehicle, the crack was still there. Bear In mind, Lukan had a whole week within this time to inform me this was the case. However decided to leave it until the day the vehicle was on my drive! I was told it had been fixed to the best it can be and that if it ever got bigger it could be replaced for free. I didn’t feel this was good enough and I didn’t appreciate the fact I hadn’t been told this until the very day it was on my drive. I paid for the car under the promise it wouldn’t be at all visible. John grose were clearly trying to pull a fast one and were hoping as a young girl I would accept this. Once I had spoken to Lukan, he told me he had spoken to his manager (JOHN PAYNE) and they had agreed to get someone to replace the screen. Why this couldn’t have been done to start with? God only knows!! I felt the inconvenience and stress the whole situation had caused myself wasnt necessary at all. Upon drop off of the vehicle, LUKAN had SPILT Starbucks COFFEE around the outer rim and inside door of the vehicle which he proceeded to wipe off with his hand.. I feel this was extremely unprofessional. LUKAN even had the audacity to hand me the empty up to put in my bin! Not only this, LUKAN FORGOT TO BRING MY VEHICLE DOCUMENTS / manual / service history etc. I emailed LUKAN regarding this who confirmed he had forgotten to bring them and had just put them in the post. (Monday 15th July.) Fast forward Saturday 20th July, I emailed him to query where these documents were as it had been a while and still hadn’t received them. He then confirmed they infact didn’t get posted on the Monday like what was said to me, and actually were posted in the second half of the week. This seemed rather dishonest as I was told they were posted Monday. I was also told the documents were posted first class, and then told by his manager it was infact second class. ANOTHER LIE. I then spoke to the after sales manager STEVEN SYRETT whereby every question I asked would get ignored and would choose to dance around it. It pushed me to the point of physical despair. The reason these documents were important is because when I was driving the vehicle at lower speed around corners / bends there was a nasty SQUEAKING SOUND coming from the drivers side front wheel area.  It was making me extremely uneasy and upon review with my family it was confirmed there was an issue with the breaks and bearings. Not only this, but the rear PANEL above the number plate was extremely LOOSE causing a loud banging noise while driving. I informed John grose of this and attached videos, as I highly doubt they would have believed me without the proof considering how I had been treated so far. They agreed to get this rectified. I was provided a hire car and had to deal with the stress of this in the meantime. Not only this, I was sent the PREVIOUS OWNERS FULL DETAILS, name, address, phone number, policy numbers and breakdown certificates. I informed John grose of this who quite frankly couldn’t care less. I was told it had then been actioned in the company policy? I dread to think how many times this has happened before! John grose broke DPA laws and did not adhere to GDPR! Once the vehicle was repaired, I was offered a meal voucher to compensate for all the above stress and inconvenience. I was mortified by this offer, especially considering the price of the car. The compensation amount was less than 2% of the entire car!!! I decided to save myself the hassle and return the vehicle. SAVE YOURSELF TIME, YOUR HARD EARNED MONEY AND DIGNITY! AVOID THIS PLACE! They do not care about the customer, only a quick turn around!