Pulman Group Bewertungen 

Ongoing complaint – very disappointed with the lack of communication

I purchased a Škoda Enyaq from the retailer and unfortunately have experienced a number of issues with the vehicle.

The reversing camera had a problem from the time I purchased the vehicle. Unfortunately, due to my circumstances, I was not able to get the vehicle back to the retailer until approximately 13 months later. When I was eventually able to get it booked in, the retailer inspected and repaired the camera. Unfortunately, the camera has now dropped out of position again and needs further attention.

I also had a set of tyres fitted through the retailer, which I am still paying for. I have now been told that the two rear tyres need replacing again. What concerns me is that I was not advised to have the more suitable/better tyres fitted to the rear because of the weight of the vehicle. I am not a mechanic and have no understanding of these technical requirements, so I relied on the retailer to advise me on what tyres were appropriate for the vehicle. Had I been given that advice at the time, I would have made a different decision.

On top of this, I have been quoted a substantial amount for replacement brake discs and pads.

Because I rely on the vehicle for work, the repeated problems and trips back to the retailer have caused considerable inconvenience and loss of earnings. When the vehicle was previously in the garage, I was given a manual petrol courtesy car, which also resulted in considerably higher fuel costs.

I initially raised my concerns and complaint directly with the retailer, giving them the opportunity to resolve the matter. Unfortunately, I received no meaningful response and was effectively ignored. This is why I then escalated the matter directly to Škoda UK.

Škoda Customer Relations subsequently took up the complaint and escalated it to a Customer Relations Manager. I was told that I needed to book the vehicle back into the retailer so that it could be inspected and Škoda could consider what goodwill assistance might be available.

However, this is where things have become extremely frustrating.

I contacted the retailer to arrange for the vehicle to be booked in, only to be told that they were waiting to hear from Škoda regarding the goodwill. I have now been left for almost two weeks without a meaningful update, with Škoda and the retailer apparently waiting for each other to act.

I have repeatedly had to chase this complaint despite being given specific timescales for contact.

I am still hoping Škoda will resolve the situation fairly, and I will happily update this review if the matter is dealt with properly. At the moment, however, the lack of communication and the way I have been left in the middle between Škoda UK and the retailer has been extremely disappointing.

My Elderly Dad of 76, recently bought a used Skoda Kodiaq from the Skoda dealer in Belmont (Durham). On face of it the car was a good deal and had some evidence of recent paint refresh...alas, he bought it as it had everything he wanted. However, He was talked into taking the 'Life Shine' package which was a few hundred pounds.... He picked it up and very proudly brought it to me to show off....Upon inspection of his car, I found this ...LIFE SHINE to be sub standard. So we took it back, The Aftersales Manager 'Ian' was all very apologetic and made lots of promises of rectification, (lots of talk of clay bar and machine polishing which was total waffle !!!) booked it etc etc. So off it went to be 'redone'.... Actually had some positive thoughts for how this was handled I thought it was a one off. I saw the car for the first time this weekend (4th Sept) and its still rubbish. Either the valeting team need to go to spec savers or the car sat for 2 days and they did mostly nothing. I suspect the latter. I can still see scratches on bonnet and overspray on bumper - which was pointed out i may add ( if the life shine was done properly should have been polished off before any product was applied) I'm utterly disgusted that you charged a pensioner of 76 years old for nothing but an expensive car wash. Happy to discuss this matter - MR SPROAT - Give me a call !!!

We have just got a new car from Pullman’s Sunderland. Emma sorted everything she was super friendly and very professional she didn’t push us to buy extras but explained everything very thorough. Would definitely recommend Emma made the whole process so easy.
Thanks again Emma!

Great friendly service.
This is our 3rd car from this garage, each time we have had Theo to help and guide us through the process. He found us a a great car and in 3 days it was all sorted.
Thanks Theo keep up the good work

Ordered a Skoda Enyaq in February stated was in stock . 5 months later was delivered dirty damaged paintwork and items missing. Advised to accept the vehicle and obtain quotations for repair. I obviously refused. Then advised the finance agreement had started even though I had no car. Then advised to cancel it myself. After following instructions by VW finance the finance was supposed to be cancelled. However due to a document error their side I received a missed payment letter. After several calls it was cancelled only to find they had reported this against my credit score. Unbelievable since I had done nothing wrong. Now fighting to get this changed. Would I use Pulman or VW finance again. NO.

Wish I could have give them a zero
Gary French in Sunderland Skoda ignore my leaking roof even though there was a known fault, resulting 6 months later in a multiple electrical faults which Pulman can’t fix
Skoda Uk can’t help now, go somewhere else, someone who cares

My wife has waited all day for her car to have a service and MOT, why the hell was she told to drop it off at 8am and now to pick it up at 4pm - Pullman's I've been dealing with you for many years but your service for some reason is taking a decline - it does not take a day to MOT and service a vehicle also you no what you have booked in and how long a job takes so there is no reason at all to be having customers car for that length of time. DISGUSTING SERVICE.

When I decided to replace my 18 year old car I was a little daunted by all the changes that have occurred in the time since I bought it. I certainly made the right decision when I went to see Dave Nichols at Pulman Škoda Durham. He could not possibly have been more helpful, taking time to talk me through the options available and making sure I found the right car to suit my requirements. He is friendly, professional and willing to go the extra mile to ensure the customer is happy with their purchase.

The car went in for service and MOT and just got it back 3 days later! It literally needed 2 bushes, a CV boot to pass the MOT, and then serviced and DSG oil and it took them 3 days!. This cost me nearly £1700, the parts markup and labour are absolutely shocking! There's a reason they call these places the stealers! I will never use these again and just goto a reputably indy instead

We are in a position where we were looking to purchase a new car. Having purchased our two Skodas from Pulman in Durham we arranged a test drive for 9am on a Saturday morning giving almost a week’s notice in advance. We also received confirmation of the test drive booking. We arrived on time and spoke to the receptionist who looked confused when we introduced ourselves. The receptionist then called a member of the sales team who we had previously dealt with. The salesperson then went outside to find the car we arranged the test drive for. The salesperson looked around for fifteen minutes whilst we sat waiting. We were not offered a coffee or any explanation what was happening. The salesperson returned and informed us that vehicle was not on site.
We both work full time and sacrificed our Saturday morning to bring business to Pulman. It was a very disappointing experience demonstrating a total lack of respect for the customer and no professionalism.

Just picked up our Skoda from Pullman Durham.

Such a good experience, from walking in to take a look, through to buying and driving away today.

No pressure, sales executive so knowledgeable, helped with every aspect of purchase cannot fault his approach at all.

We would definitely recommend this garage if you are thinking of buying a new car and 100% recommend you speak to David Nichols. First class service !

Went early this week to cramlington branch to see about a mobility car what a waste of time the mobility salesman is. When I asked what was available he gave me a leaflet I tried asking him questions but it was like pulling teeth I left feeling he was uninterested

Had to wait a month to get my car booked in for a service, Durham Branch VW which is a disgrace for a main dealer garage ,my car was in there three hours for an oil change they give you a car thoroughly examination and if they can't find nothing they will do their best to try and find something , nit-picking to get more money out of the customer, work but did not need doing just to try and swindle a few more bucks out with me D**k Turpin comes to mind use another garage unless you like to chuck money away not be back

My negative experience began when I asked for a quote for a basic second-year service and was instead ‘steered’ into purchasing a two-year service plan. I was told my only options were to buy the plan or pay well over double the £200 I had paid for my first-year service, which I felt was a questionable way to do business.

During the service, I was contacted and informed that the rear brakes had rapidly deteriorated, showing 80% wear compared to just 10% recorded at the first-year service point. This was despite similar incurred mileage and time between services, with no change in driving style or journey types. Notably, the front brakes showed only minor wear. I was quoted £445 for the rear brake work, plus an additional £234 for a brake fluid change and a Haldex oil change. Mind blowing prices!

Feeling suspicious, I did not authorise the work and contacted the dealership to express my concern that no investigation had been carried out into the unusual and accelerated deterioration. I was disappointed that the only response had been to recommend further chargeable work. I was subsequently told the wear could be due to driving style or corrosion from the vehicle being parked, neither of which applied in my case. This is further supported by the fact that the front brakes showed no unusual wear or corrosion.

I was then informed that this issue has been seen before on Skoda Karoq and Kamiq models and was advised to contact Skoda UK, as they had previously contributed towards the cost for other customers. Skoda UK responded, basically suggesting that excessive rear brake wear compared to minor on the front is not unusual, and they did not dispute Pulman’s comments that Karoqs and Kamiqs can be affected by this issue. They also stated that brake discs and pads are excluded from warranty cover as wear items, which did not recognise my actual concern.

My concern is not that brakes wear over time, but that the level of rear brake wear in year two was both highly accelerated and inconsistent with their condition at the end of year one, as well as with the front brakes over the same period, which remain in good condition. This raises questions about whether the components are fit for purpose. Unfortunately, neither Skoda nor Pulman appear willing to acknowledge or properly address this concern.

Prospective buyers and owners of Skoda Karoq and Kamiq models should be aware of this expensive and concerning issue.

The sales agent did a great job of listening to my needs and coming up with the perfect option….. and it was priced very competitively! All in all very professional and very friendly

After pulman group seeing my honest review of my experience they have threatened legal action insisting I have tarnished thier name demanding I remove my review, clearly a stance of only positive reviews allowed instead I will not remove my review. I will add before these demands I have never had an issue with the pulman group as a business and have always been highly satisfied with them as a business. I understand 1 individual does not make a business its reputation or its name my initial review was not a mark on the pulman group as they claim on my review but an honest review of my experience with the individual I dealt with for my new car.

Recently purchased a Fabia SE L tsi 116 and after collection, found I wasn’t keen and regretted I’d made the decision to change from Ford which had been mr chosen car for a long time. Not really giving the car enough chance I had made enquiries about returning the car and me having back my fiesta ST Line which wasn’t going to be as easy as it sounds but it was doable and between the Sales Executive Alex and Ssles Manager Ken, they were going to make it work for me. Soon after I realised the car had grown on me and the performance really could match the ST Line and the car style can’t be faulted, in short I had changed my mind and didn’t know what to do as they were accommodating me to give me the fiesta back and now I didn’t want it so in the end I had to tell Alex and he made no fuss, whatever I wanted, him and his company was happy to make happen. In all my years of purchasing cars, I’ve had good customer service, sometimes pretty okay and a couple of occasions felt they didn’t care about a pretty major problem however I’ve really never known the care and service given at this dealership. I’m thinking a lot of my problem with the Fabia was surrounded by a form of snobbery in that there’s a car on my drive with ŠKODA and another with Ford and honestly felt a bit embarrassed at having considered Škoda. It’s early days and apart from realising I’m not a snob in anything in life, why about a car and if the pleasure of driving the car remains as it is and I get a couple of years relatively happy motoring, reckon I’ll be back for another Škoda and will be proud to have 2 on my drive. If the sales team are the same as Alex Bowden, then they’re not pushy, he offered products which as any sales person would do as it can make a difference to the performance they’re measured on if they secure the sale however when I didn’t want them, that was it, my decision was respected. It’s a dealership I feel I’ll be back to in a couple years or less to buy another.

Avoid Škoda Durham if you value your time or customer service.

I booked my Citigo in weeks in advance for tyres. They kept my car all day without offering a courtesy car, and only at 4pm did they call to say they had no tyres in stock. I then had to drive across Durham myself to get tyres sorted elsewhere. Totally unprofessional and a waste of time.

It wasn’t a one-off either — when I was seriously considering buying an Enyaq, I requested a test drive and follow-up, but they never even replied.

Rude service, poor communication, and no care for customers. The cars themselves may be fine, but this dealer completely ruined the brand for me. If you’re thinking about using them, go elsewhere

Excellent service from Alex at Pullman Skoda, Durham when buying our used car. He was professional, informative and helpful and made the purchasing experience easy and enjoyable. The car was beautifully prepared and the paperwork completed smoothly. We would have no hesitation in recommending Alex and Pulman Skoda, Durham to friends and family.

Seen a car on site, looked around it and went home to think about things. Sales person contacted me wanting to take a £500 deposit to secure the car which we agreed to thinking it would be on the basis of it being refundable if we changed our minds which we did.

Retailer refused to refund it due to the car being off sale for 2 weeks and costs incurred. Very unsure as to what costs could have been incurred but never the less.

We got offered a better deal which was almost £3000 more for our part exchange else where which was the main factor in not proceeding with the purchase.

Also the condition of the car was not the best but it was a used car.

Id avoid this retailer group and look to deal with a bigger group as they have more protection for their customers.