Scottish Elises

My car went in for repair on the 6th August to AC in Kilmarnock as they were the closest garage approved by my insurer. I only allowed them to send it there because it was close by so I could make visits during the repair without having to travel 100 miles.

During this time, they admitted they had never repaired an Elise before, and were discovering what parts were required as they dismantled the front clam. The damage was fairly minor and only cosmetic so it didn't disturb me too much.

Almost each day after the 2nd week passed I calle dthem and was assured the next day I would have it back, so long as they got the parts from Lotus. This went on for another 2 weeks. They came back to me to say that there was a worldwide shortage of front grille's and they would need to keep the car indefinitely till it came in. I declined, and asked to have the car anyway. They argued for another 2 weeks that it might come in, lying that Lotus had been in touch with them. They hadn't. I called Lotus's parts guy and he hadn't spoken to them for weeks. The experience so far then has been full of sh*t and unrealistic commit dates pulled from a hat.

After 6 weeks I drive to the bodyshop and demand my car back. I offer to fit the grilles when they eventually arrive if they are easy. The boss makes me an offer that if it's too hard to come in and they will do it. The rear arch protectors aren't in yet so they will need to be done later too, along with the headlamp cover.

I drive off. I get home and the exhaust is still making the same rattle as it did when I handed the car in. The next morning the screen is misted and I switch on the aircon - nothing happens. It's f**ked. I drive it down a couple of days later to have the exhaust looked at, and the aircon fixed.

It's in for a whole day, and they have now managed to get the relay to click and the pump to switch on, but didn't have time to look at the exhaust. I agree to leave that until the rest of the parts are in and have it all done at the same time. I soon discover that although the pump comes on, it doesn't change the temperature of the air it blows, so it's still f**ked.

I get a call last week to tell me all my parts are finally in and that if I bring it in on Wed this week I can have a courtesy car and all the work will be done. I drive down today, the guy who called me is off, has left no info for the boss who is in the office and am sent away again until Monday when he's back.

While I'm there I show him all the issues, he argues that the exhaust is not his problem, then I mention that I reported it when I handed the car in, and that before I understeered down a ditch it wasn't making that noise. He says he will have to speak to the guy who's been dealing with the car who's back on monday.

He questions why we ordered the rear arch protectors and I tell him because they were damaged in the off. He seems unconvinced and confrontational.

He says that I said I would fit the grilles, and I said I don't have all the parts. Again he wants to speak to the other guy on Monday about it.

So it basically seems that now they have it out of the workshop, the boss is reluctant to take it back in and finish the work they were asked to do and fix the aircon issue which they have induced. I am getting pissed off here...

That's shocking mate. Ignore the minions you've been dealing with and get a letter of complaint off up the chain to their regional managers/directors/etc. Also complain to your insurance company and warn AC that you're doing that and that you're advising that your insurance company never use them again for insurance work.

I'm sick of hearing stories like this. Nobody seems to give a toss about customer service anymore these days. These people seem to forget that we pay their f@cking wages!

Don't let them away with this!

As someone who was forced to use AC for all warranty work I'd say your experience isn't uncommon.

I've had good experiences in getting results from Arnold the b*stard but only when i've approached Vauxhall and complained about the wrinkly old twat.

I'd try taking it up with their customer care ( ) team but you'd probably have more success complaining to your insurer as it was them wot recomeneded you go to AC. I've heard If you can get the personal mobile number of your assessor and phone him every day until he gives in you might get a result *

HTH




* Clearly this wasn't me and i didnt manage to get a whole new set of alloys from NU for my mx5

Good luck complaining I’ve had issues with them in the past, their customer service department is a joke, they either ignore you or fob you off with rubbish and waffle… I’m sure its part of the training at Arnolds University!!
Google the name, you’ll find website Arnold Clark sucks, you are not alone!!

I've been waiting 10 weeks for the plastic grilles for mine. Dream on..............

Had many a bad experience when I bought my Saxo VTR from Arnold clark phoenix, linwood, couple of niggly issues lights misting etc. expected with a sh*t I suppose but had a 1 yr warranty, the hassle I had to go through months and months of them fixing one thing and breaking another in the process.

Unforutnatley it's hard to escape Arnold Clark these days there every bloody where I WOULD NEVER BUY OR GET A CAR FIXED AT AC !!!

Arnold Clark is an old friend of my parents, but that doesn't stop me saying that AC service departments are without doubt the most useless I have ever dealt with. I experienced this first hand with a Fiat I had repaired at Arnold Clark in Gorgie a few years ago, and my other half Helen always has some tale of crap customer service every time her Peugeot company car goes to their Seafield branch for servicing.

Hope you manage to get things resolved.

Mark

Not a helpful comment, but i would rather drive down to Hethel and get it fixed there!!!

These stories put me off buying an Elise! However I suppose its there attitude to customer service overall.

Alan wrote:These stories put me off buying an Elise! However I suppose its there attitude to customer service overall.

See, this has nothing to do with Lotus or the car. It's Arnold Frigging Clark (who are NOT a Lotus dealer, they are just the closest repairer Gaz could use)

If you find a garage capable of dealing with the car (ie, not main dealers, it seems) and you can accept the fact that it's a hand built small volume car, designed on half of something like the Mondeo's annual advertising budget, then you'll be fine.

Expect it to be built and supported like a BMW and you may be disappointed.

Previous experience from memory...

Your insurer is supposed to get your car fixed and they chose to use Arnie. Try shouting at the insurer as they may have more clout than you?

If it helps I'm about 5 mins from AC in Killie if you ever need a cup of tea.

Pete

pete wrote:Your insurer is supposed to get your car fixed and they chose to use Arnie. Try shouting at the insurer as they may have more clout than you?

True but I think you may have shot yourself in the foot by taking the car away before it was finished.

All too common experience..you have my sympathies. Been thru the same for 10 weeks this summer. If it's any consolation I insisted that my insurers send the car to a suitably qualified repairer, i.e a lotus approved bodyshop- it went of course to the JM Group bodyshop in Perth, and they were p*ss poor as well. Were a bit more pleasant right enough..

(btw folks be wary about personally specifying where you want the car repaired- let the insurance company decide, with your, ahem, 'guidance'...this can make a difference in some policies...in my case I would have been liable to arrange transportation and not got a courtesy car...read the small print!)

Would suggest speaking (loudly!) to your insurer and also take it to the top at AC's...sad, but often the only way to get things happening. Failing that don't waste any time contacting the Insurance Ombudsman...this does actually seem to scare them...

Oh, almost collided with AC's yacht recently. Will get him next time for you.

111Robin wrote:I've been waiting 10 weeks for the plastic grilles for mine. Dream on..............

My grille is in after 6 weeks. I'll see the pr*cks on Monday about getting it fitted. If I do, I'll give you my own spare one I have on the car at the moment if you want?

Thanks for the comments people, it seems AC are a notorious outfit, whether it's 2nd hand car sales, servicing or repairs. Just want it sorted now because it's been mentally draining me since he beginning of August...