Enticed by the fact that a budget set aside for a second hand landrover defender, could actually purchase a brand new model in our preferred colour, is what prompted us to look at imports in the first place.
Virgin cars were our choice of company due to the model we wanted not being offered at many other companies we checked. Also the website seemed clear, easy to use and great prices with an estimated delivery time of 12 weeks. After being sent an e-mail on the breakdown of the specification and total price (with all the extras like admin etc) we agreed it was still a great price and called with the deposit payment on 11th october 2004, and were given an estimated delivery date of 3rd january 2005 with handover on the 10th of january 2005.
Then we heard ...........nothing!
Weeks went past and we were not contacted in any form other than receiving the initial order form and very biased contract (don't expect to have many rights as a customer- as opposed to the seller to be able to recoup any expense or cost at any stage).
We contacted the customer service centre just before the christmas holiday period to confirm that with the bank holidays etc, the delivery and handover date would still apply.
Definitely! We were told!
Great we thought!..... Although this was not the case.
The delivery date came and went and then finally the day before the handover date i telephoned the centre to be told that no deliveries had been received over the xmas period and we would receive a phone call to let us know the 'new ' (estimated ) delivery date!!
Having both taken the weekend off to 'enjoy' the new vehicle which we still hadn't received , a weekend in the peak district calmed our nerves.
Until..... we returned home to find not one but TWO ansaphone messages from virgin cars stating that they were due to receive the vehicle and pay us now please.( It is amazing that other than our own efforts to correspond this is the only time virgin have contacted us since we placed the order. Even when promised to return our calls or leave us e-mails!!.
Being wary of the lack of service we called and requested verification in writing that the vehicle was on it's way. A letter was received stating it was due to be delivered (new estimated handover date of the 29th) and receive it's pre delivery checks-(17th january) and a lady in the centre told us the import container had docked the previous week and it would be a matter of 4 or 5 days now.
We paid the remaining balance of nearly £16,500 from our account on 21st january and were told we would receive the registration number in about 24 to 48 hours.
Still not heard anything!!!
I have made several calls and all the information conflicts, i am now being told the car is still with the supplier and has not been registered or brought to the depot. We only released the money because we were convinced by the customer service person it was a matter of 4 or 5 days.
A word of advice, take anyone's name who speaks to you and we have kept the (only two!!) ansaphone messages from them and letters..
So now we are two days away and still being told that they cannot guarantee the handover date of the 29th (and the car is still with the supplier!!!).
I am hoping things won't be too long now (ha!!), but judging by the previous lack of service and communication i have little faith.
This has been a long (14 week) process with a disturbing lack of customer service and quality of information being given to customers.
And now they have the best part of my £18500 gaining them interest in their account!!!!
Found another grey hair today!
TO BE CONTINUED..............
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I'm sorry you've had such a bad experience. did the situation eventually resolve itself? my partner has been looking at buying from them - but now i'mnot so sure!! angela x
aebruce 31.05.2005 08:31
Hi, Sorry to say I didn't read you review in time and am now in the same situation!!
Hope your outcome was good.
I also contacted Trading Standards and they gave me good advice but I am not sure just how that is followed through. To be continued...
tallboy50 07.02.2005 18:34
Hi and welcome. A good review, but one which proves that Mr Branson and his company of charlatans (or rather Motor Solutions) are still at it. What a diabolical situation you find yourself in - keep making a nuisance of yourself.
I contacted Trading Standards about mine and got absolutely nowhere, perhaps thay also favour Mr Branson...
Best of luck. Let us know how you do.
Jan 26th, 2005
very helpful by (100%):
