Thank you for your review. We take all feedback most seriously, and both positive and negative, as it gives us an opportunity to improve our standards still further.
However, we are disappointed by your comments, as they do not accurately reflect the circumstances or the considerable efforts our team made to accommodate you.
We have now had time to review all phone calls and whatsapp messages to investigate fully your reports, as they simply don't seem to align with the very high standards of operation we hold ourselves to here at Unit One Automotive.
Firstly, you reserved the vehicle just one day after it arrived with us, before our extensive preparation process had begun. This typically takes 14-21 days, and you were fully informed of this timeframe from the outset. As the vehicle was now reserved, our preparation team was asked to prioritise this vehicle in front of others, which they did, successfully completing preparation considerably under this time frame.
Contrary to your claims, there was only ever one viewing appointment arranged, not multiple cancelled appointments. During our final quality control checks and photography, we identified that the sun blind would occasionally not operate smoothly. Rather than overlook this, we arranged for the issue to be rectified, as our preparation standards are extremely important to us - these standards will not be deviated from, under any circumstances.
You were advised that you could still attend your appointment to view the vehicle, and the General Manager even offered to arrange subsequent complimentary delivery to your home once the issue was resolved the following work day, saving you a further journey, as you were not far from us, within 90 minutes drive. Unfortunately, due to your part exchange vehicle developing fault in the meantime, you chose not to attend. This was your choice, however, we must stress - we did not cancel this appointment.
Regarding your reservation, our standard policy allows customers three days from when a vehicle arrives in our showroom to view and make a purchasing decision. This ensures fairness to other interested customers.
Your initial three-day reservation was extended by a further two days at our manager's discretion on your requests. You then requested an additional FIVE days, meaning the vehicle would have been held exclusively for you for TEN days without any commitment to purchase.
Whilst we appreciate your work and family commitments, we must also consider other customers patiently waiting for the opportunity to purchase the same vehicle. Holding it indefinitely without a commitment would simply not be fair.
The additional deposit options discussed were intended to accommodate your request for a longer reservation, not to inconvenience you.
We find your suggestion that no effort was made to resolve matters particularly unfair, given that we offered to honour your viewing appointment, deliver the vehicle free of charge, extend your reservation and discuss alternative arrangements. You were most upset that we have a reservation and purchase process as this is not what you are used to - multiple times apologies were made by our Sales Team very sincerely in both whatsapp message, and telephone contacts, despite the loud nature and tone of the following phone call, which they were subject to from yourself.
The manager even reduced the normal £1000 initial part payment to £250, in order to try and assist. Alas, this still was not good enough.
We are sorry you feel disappointed, but we firmly believe our team acted reasonably and fairly throughout. We will never compromise our vehicle preparation standards to rush a sale, nor disregard other customers who are waiting to purchase.
We wish you all the best with your buying search elsewhere.
If there is anything else we can do to help or assist, please do let us know.
Kind regards,
The Team
Unit One Automotive
