CARGEM 

Diren was excellent ld15 thank you for your servicd

Initially was great, obviously, they wanted the car sold. After being told the car would be ready in a few days I paid the deposit. End of the week happens, vehicle needs a part they’re waiting on. Another week goes by and I’m assured they’re still waiting on a part, I give it another week and request my deposit back as I’m told it’s still not ready.
Was told my deposit was non refundable to which I know I would’ve got it back due to them not fulfilling the contract. However, I decided to let another member of staff take over and the sale went through.

Day of the pick up. I go to leave and I find the sound isn’t coming out of the stereo so I spoke to a manager and was advised I’d have the car picked up and dealt with on Monday. The next day (Sunday) upon starting the vehicle my dashboard is lighting up with fca, blind spot issues. It’s now Tuesday, i spoke to Jas yesterday who told me he’d sent an urgent email asking cs to call me. I’m still waiting. I phoned and emailed today with no luck. I’ll be turning up to the office today to reject the vehicle.
I should’ve gone with my gut about the car initially and went ahead with getting my deposit back.
They make it sound great and that they’ll look after you but as all sales places all they care about is the sale. After that you’re on your own, literally. Can’t believe I trusted these people over my gut. Won’t be making the same mistake again.

Extremely disappointing and unprofessional experience. I called ahead about a specific car, confirmed its condition multiple times, and made a near three-hour journey based on those assurances. Shortly after, another staff member tried to push a different vehicle on me. I was reassured again the original car was available, so I reserved it and arranged travel. Later, I was told the alloy wheels were a problem and that pictures would be sent in 15 minutes. After waiting nearly four hours, the images that arrived were not even of the car I reserved. As someone familiar with the model, it was obvious. When I questioned it, the response was dismissive. The next morning, I was told the car had been sold. Which raised a serious question about whether it was ever actually available. Promises weren't kept, information conflicted, and my time and money were wasted. I want to note that Julia and a couple of female staff were polite and tried to help, but it didn't make up for the overall experience. I don't often leave negative reviews, but I think others should be aware of how this was handled. (RYAN) should not work in car sales , if you get him AVOID at all costs !!!!!!

I had a great experience dealing with open-minded people who, in my view, find pride in assisting their customers. Specifically, Diren really guided me and ensured a smooth closure when I purchased my car WV69.... It is a great car to drive.

Diren was amazing really good at his job he done me a really good deal on warranty and williams racing this guy really knows his stuff im.so happy im fully protected- p.s if you want a really good deal on warranty tyre and alloy protection paint protection and scratch protection go to Diren he will look after you yj68

Based on my experience I would really advice buyers to proceed with extreme caution.

I ignored the warning signs from previous reviews because I wanted to give CarGem the benefit of the doubt, but honestly.. I genuinely wish I had trusted my instincts.

This was a distance sale. All of the paperwork was completed remotely before I travelled from Northern Ireland to England to collect the vehicle. Before committing to the purchase, I specifically raised concerns about what would happen if a fault developed once I had returned home. I was reassured that the RAC cover included with the vehicle would recover it back to the dealership if a fault arose within the first 30 days. That reassurance gave me the confidence to proceed.

The experience before payment and the experience after payment could not have been more different.

Within 2 days of collecting my 2019 Audi A5, the engine management light illuminated. An independent garage confirmed the fault. I reported the issue immediately.

The dealership asked me to obtain an independent VAT diagnostic and repair quotation, which I did. After following every instruction they gave me, they then refused to authorise repairs unless I drove the vehicle approximately 400 miles back to their garage with an unresolved emissions fault. The reassurance I had been given before the sale regarding recovery was no longer honoured.

I have exercised my statutory right to reject the vehicle under the Consumer Rights Act 2015 already - the dealership rejects this right. The dealership continues to accept my rejection, despite the fault developing almost immediately after purchase. The matter is now being pursued through my finance company, and I am taking legal action to enforce my statutory rights.

What disappointed me most was not simply that the vehicle developed a fault—mechanical issues can happen with any used car. It was the complete contrast between the excellent customer service before the sale and the lack of meaningful support afterwards.Trust me - this shocked me.

If I could go back in time, I would genuinely take your time to look through the negative reviews. The culture and identity of a business are defined by how they manage customer expectations when things don’t go to plan or go wrong - and the negative reviews show how this business manages these complaints. I was unfortunate to be one of the unlucky ones, and it could be you next. Beware.

Based on my experience, I would strongly advise anyone considering purchasing a vehicle from CarGem to think very carefully, particularly if you are buying from a distance and relying on the assurances given before the sale. Read every review before making your decision.

In every honesty, I really don’t mean it lightly - AVOID.

Diren was amazing, answered all necessary questions when purchasing my C class from Cargem, and the experience was very reassuring!

I purchased a car through Car Gem initially everything was okay however I believe I was missed sold warranty due to there being a chip on the windscreen and scuffs on the alloys that I had brought to the sales person‘s attention on day of purchase he advised if I bought the warranty these were covered It turns out that they aren’t covered. I also was advised I was being given a ‘gift’ worth £1500. I assumed this gift to just be a close of deal item and doubted highly that what was physically given was worth the amount stated and I’ve since learnt that after spotting it on my paperwork and questioning it only to be told it only on there for the purpose of me receiving it, that it has in fact been added to my finance agreement for the full amount and it states it is not refundable.

I originally wrote a Google review about these issues and after having my personal details looked up on the systems by a member of staff who called me on my personal mobile number to confront me about my Google review. I now have lots of concern about the misuse and access of my personal details. I edited my Google review to reflect that I had had the call made to me by the staff member on Car Gem’s phone number as he called me from his work desk.

I wish I had read the Google reviews or any review in fact for how the company treat their customers when the customer is not entirely satisfied with the service they have been provided. I will now inform the Information Commissioners Office about the mis-use of my details. It’s not fair that this company will try and cover up their wrongdoings. It’s bad enough that they haven’t even acknowledged the complaint I made regarding my concerns of safety for my personal data and they have completely ignored the email.

SCAM

I looked through reviews and thought it was dodgy all the reviews sounded the same. I ignored the Trustpilot and Google reviews saying “STAY AWAY” but I should’ve paid more attention. I have a feeling it’s flooded with fake reviews from people who work there.

They couldn’t take photos of the service book for me and only “when I got there”, they couldn’t tell me if the tires were replaced or how worn they were (saw they were under the limit from MOT), and a few other things.

Suddenly, 1 hour before the viewing the car and after paying a deposit “the car cannot be sold because it needs repairs”. When I asked “How could you sell a car that has had a ‘450 point check’ and how have problems only surfaced now?” I was told “all dealerships put cars on the market directly after they get them before checks”. I asked what repairs needed and he said “I don’t know” - how does someone selling a car, find a problem with it and not know what that problem is? I found too many lies in my experience. I have officially found out they sold the car to someone else even when I put a holding deposit.

Either way, avoid like the plague, these people are dodgy. Check the other reviews. Beware of Thusan - major liar.

Diren was amazing, very helpful and answered all my questions, he was quick to respond and I would absolutely buy a car from him again! Thank you Diren!

RV69

Direct was really good thank you for your servicd

I have been waiting a while to write this review. The car I purchased from Cargem was terrible (a DS 3). Starting from the beginning, the salesman didn't know anything about the car and was a red flag but I didn't pay much attention to it at the time. He convinced me to get the extra warranty and when he told me that the car had one key I requested that they get me an extra one but he told me that he already gave me a discount on the warranty so he wont be giving me an extra key, unless I wanted to redo the finance process completely. Ultimately I agreed. I was also lied to that the car had full service history which I discovered it did not upon receiving the documentation. I was eager to buy a car at the time and this was my fault but I did not think a salesman would be lying to me. i even messaged him about this and he aired it following the purchase.

I bought the car on a Friday and quite literally the next day on Saturday I started seeing many issues which I raised with Cargem. They told me to send this to the aftersales team which was a whole other problem. They 2 and half weeks to just diagnose the car and in that time no updates from them no phone calls nothing, I had to keep calling which is why they did a diagnostics in the end. Then they force repaired the car, even though I had initially agreed to it I was really frustrated and wanted to exercise my 30 day right to reject so did not want it to be repaired but they did it anyway.

Long story short, after many lies from the aftersales team about the massive amount of smoke that would come out of the car every time I would accelerate, amongst other things to the finance company, and 160 videos/pictures of about 20 or so issues (no exaggeration), I had to go through the long process of dealing with the FOS to get this car resolved and returned.

the faults were immense and Cargem did not want to take liability for any of them. I specifically remember members of staff being rude on the phone and not being helpful, and when I told one of the aftersales team in person about one of the issues after they had apparently fixed it, he looked at me like I was in idiot.

Overall, this was a terrible experience and buying a car with many faults and issues with no fix where I had to constantly follow up made this very very very stressful for me.

I am sure they will respond with some sort of generic message they have been sending to other reviews or saying that I am no representing the facts but I have a lot of proof of the issues with the car, alongside all of the horrible correspondence from Cargem. If I could upload videos here I would!

Edit: If you bothered to actually read my review you would know that there are no outstanding issues - when there, you did not deal with them. As I said in my initial review - you do not care and just send the same generic reply. A testament to how I was treated when buying the car!

I did not think a salesman like Diren would be able to sell me a car. I came with the idea of just having a look. Somehow I ended up leaving cargem with a car this man is brilliant in his job. No pressure at all he’s a honest charismatic salesman. Well done Diren I usually travel 6 dealerships before I buy a car on my first visit he made me fall in love with my X3. (Came for a5 convertible btw I don’t even know how I ended up in a x3. Either way I’m happy)