Available Car
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SAT WAITING FOR THREE HOURS WAITING
I am writing to express my extreme dissatisfaction with the appalling customer service myself and my wife received at AvailableCar on Friday 23rd May 2025, during what should have been an exciting and straightforward car collection experience. We reserved and paid for a Mini Cooper last Sunday, with the understanding that we would collect the vehicle at 11:20 AM on Friday. We were assured this time would allow your team sufficient preparation, including valeting and any technical checks. We completed all documentation promptly, paid the deposit, arranged tax and insurance during the week and fully committed to the agreed schedule. However, when we arrived at your site at the appointed time, we were told to sit in reception and waited for 25 minutes without explanation. This delay was unacceptable, particularly as we had a confirmed appointment. When we were finally seen by Ellis, we received no apology and were quickly asked to sign documents. Ellis then informed us; casually and without concern that the car was not ready and was still with the valet team. When we asked how long this would take, we were told, “I couldn’t tell you.” This lack of information and accountability was frustrating and unprofessional. We made clear that we had already waited a significant time, to which Ellis unhelpfully replied, “Have you got somewhere to be?” That dismissive response showed a complete lack of empathy for our situation. We then sat in reception for a further 90 minutes with no updates or reassurance. Mark D, the duty manager, spoke with us briefly but was also unable to provide any clear timeframe or explanation for the continued delay and didn’t want to promise anything as he was unsure. The lack of communication was appalling and only added to our frustration. When we were finally seen by Cameron who was, to his credit, polite and helpfu, we signed the final documents and got into the vehicle, only to be greeted with a technical error message stating the charging cap was open (when it clearly wasn’t). Once again, we had to return to reception, where we waited further while the team attempted to diagnose the fault. At 2:20 PM, over three hours after our original appointment, we were told the car could be delivered to our home address at a later time, as the issue could not be resolved there and then and again were unsure how long this would take. This entire experience from the failure to communicate known delays to the sheer disorganisation across multiple departments was utterly unacceptable. It demonstrated a systemic breakdown in customer care, planning, and basic professionalism. We were given no warning that the car might not be ready, no realistic timeframes during our wait, and no courtesy for the significant inconvenience caused. We spent time and money getting to your site, took time out of our day, and rearranged our plans all for a completely avoidable and poorly handled ordeal