Carsa Mountsorrel

Awful experience myself & my partner had when we purchased a car from Cara Mountsorrel. They were happy & quick to sell us the car, upon collection it wasn’t cleaned, when we cleaned the car, we realised it had a scuffed alloy, we raised this, they said there is nothing they can do now we have taken off offsite. The main problem we found was that our Bluetooth/CarPlay didn’t work. We raised this with the aftercare manager onsite, Sian, on day 1 of purchase back in January. After chasing several times the car went to the Cara & they diagnosed that it needed a new telescopic module. It was booked in with a 3rd party (Garage 786) in APRIL, 4 months after the purchase of the car. We asked for a curiosity car & explained we take our large dog to work every day and would need to be a good size boot, they agreed to sort. We were asked to bring in our NI numbers & driving licenses to add us to the insurance. When I came to collect the car the man at reception didn’t look up and was sat on his phone playing a game. Once I was shown to the car it was small & filthy but wasn’t worth arguing over. I asked the man who showed me the car (Ben) if he needed our documents and he said no and that were on the system. I drove away an used the car that evening & the next morning. We received a call the next day from Sian to say we were NOT INSURED to drive the car. We were also told we couldn’t put pets in the car. Garage 786 fitted the part, but they advised us that all parts must be coded in by Sytner, however Sytner will not code in parts they have not fitted. Thanks to Garage 786 Sytner agreed to do it as one of but made it clear they would not do it again. After this the Bluetooth still didn’t work. Sytner said they were just asked to code the part in but believed that what has been fitted would never have solved the issue, speaking to Garage 786 they also said the same, but they were told to just fit the part. We then spent months chasing Sian, we didn’t get far with her so we spoke with Nash, didn’t get too far with him either. One day when we went in to find out what was happening, we bumped into a regional manager who promised it would get sorted ASAP. It did not. We rang the warranty company, & they said they are aware of the issue, but Sian kept sending them different codes for different parts and they were as just as confused as we were. They read out part if their communication with Sian and it was clear she had no idea what she needed. Eventually it went back to Carsa & we were told it needed a new head unit. I rang head office almost every day for weeks & months for an update as at this point it had been 6 months. We eventually requested to reject the vehicle as at this point neither of us wanted to deal with this (we heard nothing back regarding this). After speaking to almost everyone at head office we found out they were trying to get it booked in 3rd party & also trying to find someone 3rd party to code in the new parts despite it being mafe clear it wouldn’t work. We raised this several times over multiple emails with Nash and Sian. After a call with head office and letting them know we were taking this to the ombudsman it was agreed to get the work done by Sytner. The car was fixed last week, making this a 7 MONTH hassle. It is worth noting that Sytner said they wouldn't release the car until the invoice was paid as they have had issue receiving payment before. The invoice was sent to Sain early afternoon, I rang head office at 4pm and they said Sian hadn’t sent it through to them to pay it, it wasn’t paid until the following day late in the afternoon after I managed to lease with both head office & Sytner. Josef at head office was helpful, he was eager to help us the best he could. During the 7 months neither Sian or Nash apologised for car fault or the hassle. I have never experienced anything like this before. I am local to the area in which we brought the car and will tell thinking of purchasing from Mountsorrel to avoid.