I wrote the following to Customer Services on the 21st Feb and have had no reply. I'm pretty disgusted at the lack of customer service I've experienced. Hi, I’d like to inform Peter Vardy of the disappointing and stressful experience I have had buying my used vehicle from Peter Vardy Perth. During the week-long process of viewing and buying the car I have received poor customer service, disappointment and indescribable stress starting from just after viewing the car to picking the car up and not receiving it in the condition that Peter Vardy promise for their used cars. I will start at the beginning. I went to view the car on Wednesday 14th Feb at 14:00. I had mentioned that I had already got finance for my budget and was happy with this. I arrived at the dealership and was introduced to Gary who was friendly and offered me a Tea or Coffee. We had a quick chat which I again mentioned I had car finance arranged. We then took the car for a test drive which I was very happy with and decided to purchase the car. There was some damage to 3 of the alloy wheels on the car which I was told would be fixed before collection as they had someone inhouse who fixes wheels. I was happy with this (however when picking the car up a week later. The wheels were not fixed). Gary then proceeded to go through the quote with me, added extras such as Matts, Gap insurance, VX protect, Fuel, Car Tax, Warranty, One Child, and finally an admin charge. As you can imagine this was considerably more than the asking price of the vehicle (£10500). I managed to get the price down at an almost acceptable level, feeling I had no choice with certain extras which were added on. At this point it appeared that they were trying to get finance for me in house, this I did not expect as I had already mentioned that I had finance in place. At no time was it mentioned a credit check was done on me and I’m still not sure if one was until I check my credit report next month. I was told I would get a phone call that afternoon to arrange everything. I left the dealership somewhat puzzled after shaking hands with Gary and Alan, However happy knowing that I may have bought this car as my own finance had been agreed and was due to pick the car up on Monday 19th as mentioned by Gary during our chat about the car etc. I waited for the follow up call which was meant to happen on Wednesday afternoon, however this never happened. Gary then phoned me on Thursday 15th at 13:47, almost 24hours after viewing the car (whilst I appreciate people are busy and delays are unavoidable, these should be communicated rather than keeping the customer waiting) to advise that the finance the dealership were trying to sign me up for had been declined which I expected to happen hence arranging my own finance.  Gary then advised me he had already spoken to my finance company and explained that car deal had been communicated to them. I then phoned my finance company to go ahead with the sale. They were not aware of Gary’s call however I told them about the car that I only wanted to purchase the at the price displayed and no extras. The finance company then called the dealership to organise this and again confirmed that no extras were to be added and we were only buying the car. There was a slight further complication that the finance company needed the car to be priced at £700 more to cover the negative equity on my old car. This seemed to cause a lot of problems and basically started a stressful 3 days trying to get paper work sorted out. Friday 16th my finance company hadn’t received the paperwork, this was promised to them. I spent some time phoning the dealership to try and chase up the paperwork and was promised it would be with the finance company by close of business that day. Whilst on the phone to Gary at the dealership I took the opportunity to confirm again that the wheels would be refurbished and he told me that the car was actually in the body shop getting the work done on the wheels as we speak. I was happy with this and assumed all was well until later that day my finance company messaged to confirm that they still had not received the paperwork.  I called the dealership at 15:57 to advise that my finance company had not received the paperwork and again was assured It was in hand with the admin team and would be with the finance company by close of business. Saturday 17th my finance company messaged at 10:40 to advise they had still not received the paperwork from the dealership. I called the dealership and spoke to Gary at 11:00. He advised that the finance company will have the paper work in the next hour. Monday 19th I got a message from my Finance company at 10:40 saying they were still awaiting on paperwork from the dealership. I called the dealership at 10:45 and was told Gary was unavailable at the moment however he will call me back shortly. I was concerned at this point as I’d taken this off as holiday so I could pick up the car. I waited an hour but didn’t receive a call back so phoned the dealership again at 11:43 and was told Gary was not available, I asked to speak to a manager in that case as time was pressing on and the finance company still had not received the paperwork. I was put on hold and surprisingly Gary answered the call and said there had been some issues on Saturday that needed amending and that the admin department was closed so couldn’t send the paperwork. I questioned why this wasn’t done on Friday and these issues could have been resolved whilst the admin department was open. I was still assured I would be getting the car this day. Gary called back at 12:46 to query the figures again, I explained them to him again as well as my finance company explaining them. My existing car had the outstanding finance of £2908.92. It had be agreed that my old car had a trade in Value of £1000.00, I would pay £1208.92 and that the new car would be sold at £11200 instead of £10500 thus making up the £700 shortfall. Gary seemed to understand this and said that’s fine and that he’d call me back in 5 minutes. I never received that phone call back. My finance company messaged again at 15:16 to say they still had not received the funds. At this point my frustration was beyond mild and I was extremely annoyed at the situation so far. My partner spoke to Megan at customer service to try and get this resolved once and for all. A manager called Alan phoned Susie back to try resolve this issue and they went through the figures again. At this point its looks as though the original Salesman was still trying to add extras onto the car, ie gap insurance, matts, fuel extra. Susie explained that there were to be no extras added to the car. Alan understood this, apologised and said he would amend the invoice. My finance company then messaged back to say they have spoken to the garage again and went through the figures with them again and that no extras were to be added to the car. At this point it appeared that Alan understood the figures and that would amend the system to show this and that the invoice would be sent to the finance company. Alan advised he would be on Holiday on Tuesday 20th and that a salesman called Paul would be dealing with the invoice and finance company. Tuesday 20th my finance company messaged at 10.21 to advise that they still had not received the invoice and that they needed it by 11:00 to process the funds the same day. Paul called my partner Susie to advise that the finance company will have the invoice by 11:00. At 11:10 my finance company messaged to advise that they still had not received the invoice and a lady from admin had called and was confused over the paperwork. Once again, my finance company explained the figures. We heard nothing for several hours until once again my partner Susie stepped in and called Megan at customer services again. This time a gentleman called Eddie Hamilton called her back and ensured her he would get everything sorted. True to his word, at 14:10 my finance company messaged to say that they had got the invoice and will be paying out today! This was welcome news after the several stressful days trying to buy this car. Eddie Hamilton confirmed to myself and my Partner Susie that the car would be ready to collect that evening as the funds should be cleared by 18:00. We took a drive to the dealership (40miles away) to collect the car and dealt with another gentleman called Alex. We were introduced to Eddie, offered a tea or coffee and then sat down with Alex to go through the paperwork, everything looked in order finally. Eddie made a great offer to us by not taking the standard £99 admin fee and taxed the car for 6months. This was very welcomed pleasant surprise after the experience we had had thus far. Unfortunately when we were led out to the car the alloys wheels had not been repaired as previously advised they would be. Alex was very apologetic and said that someone would call me back today (Wednesday 21th) to organise getting them repaired. As it was dark when picking the car up I was unable to inspect the paintwork, however now I’ve seen the car in the daylight it has a lot of scratches on it, 1 scratch goes over both the drivers and passenger door. I have phoned the dealership to advise of this and was unable to get in touch with anyone, therefore have left a message. At the time of writing this email 14:00 on Wednesday 21st Feb I have still not had a callback about organising the refurb of the wheels or to ask for further details of the paintwork scratches issue. I’m concerned that the car doesn’t meet the “Used car Promise” that Peter Vardy offer. Has the car actually had the 114 point health check, as it appears to have missed the No dents or scratches on the bodywork check, the damage free alloy wheels check? I wish to keep the car as I am relativity happy with it however I would like the wheels and paintwork fixed as per the Used Car Promise Peter Vardy and confirmation that it has gone through the 114point check. Am I able to take the car to another Peter Vardy dealership to inspect the car and rectify the issues please, Dalgety Bay branch would be preferential? To say this has been a disappointing and stressful experience is a huge understatement. The enjoyment of owning a “new to me” car has been tarnished with what we have experienced so far. I’d have hoped once I got the car to enjoy it, however as it doesn’t appear to have been prepared in the standard in which Peter Vardy promise I’ve not been able to relax and enjoy it. With the exception of Megan, Eddie, Alex who I dealt with last night everyone else seems to have fallen short of even basic customer service. I look forward to your reply and hope we can come to a mutually acceptable conclusion and make things right. Kindest regards Garrie Day 07843258889