1. Initial Appointment and Miscommunication
I called to book an appointment for my car, which had previously broken down. Your staff assured me that I could drop the car off early, and that they would try to take a look at it before the scheduled appointment time if possible. This seemed like excellent customer service. However, when I arrived the following day, no one was aware of my booking. The staff claimed to have no record of our conversation the day before, and I was told that the earliest available appointment would now be in two weeks.
2. Broken Down Car at the Garage
Upon attempting to move my car into position, the vehicle failed to start again, making it clear that the problem had not been addressed. The receptionist demanded that I move the car, despite it being inoperable. I was unable to comply, which only added to my frustration.
3. Unfulfilled Promises and Lack of Communication
After two weeks, I called to follow up, only to be told that your team was on lunch and I’d have to call back. The next day, I was informed that my car still hadn't been looked at, and I was rescheduled for another two weeks. Each time I called, I received the same vague excuses, with no real action taken. After several weeks of repeated calls, I was told that the necessary equipment (referred to as "dollies") to move my car was unavailable, but again, I was told to wait another two weeks.
4. Unacceptable Excuses and Incompetence
After six weeks of delays, I was informed that the garage was unable to move my car due to the "rough" concrete surface it was parked on. This excuse, along with the complete lack of accountability, was both unreasonable and unacceptable.
5. Rude and Unhelpful Customer Service
When I tried to resolve the situation, the receptionist became dismissive and rude, failing to apologize for the inconvenience I had endured. The lack of courtesy shown only compounded my frustration.
6. Final Straw: Lack of Preparedness
On the day I arrived to recover my car, I was again met with confusion. The staff had no recollection of my scheduled pickup, and the person I spoke to could not access the keys because they were locked in a safe. After much persistence, I was told the keys were simply in a drawer. When I inspected my car, I found that parts of the engine had been removed and left on the passenger seat, which explained why the car hadn't started.
7. Resolution with Another Garage
Finally, after seven weeks of frustration, I had my car towed to TC Harrison Ford in Peterborough, where they immediately fixed the issue and reassembled the engine—all in a single day.
This entire experience has been an exercise in incompetence and poor customer service. I have been misled, ignored, and treated with a complete lack of professionalism. I expect an immediate response to this complaint, including a formal apology and an explanation of how you intend to prevent this from happening to other customers in the future.

Date of experience: April 11, 2025