PHOENIX WAY CAR DEALERSHIP LIMITED Avis 

Worst customer service, just a complete waste of my time.

I arrived today to look, test drive and take the car home. I had pre rang the garage on Thursday to let them know i would be coming Saturday to test drive and if all okay take the car home. They advised me to call Saturday morning to let them know i was still coming.
Saturday morning i rang at 9.30am explained i will be there at 10.30am, i was advised to come about 11am as there were people booked in. I explained i will get there for 10.45am/11am as i am travelling from Kent.
We arrived at 11.40am due to bad traffic on the motorway, when i arrived i explained i am here to see the Seat Leon. I was told the car was there and it is coming from the compound. After about 20 minutes i asked how long will it be and advised not long, after about 15 minutes my partner gave his number to the bloke and asked to call us when the car is here. We explained we will take our children to the park. At 1.10pm they rang and stated the car wasn’t there, so we came back. We was told the car needed to be washed, another 20 minutes later finally we test drove the car. Car stated it needed an oil change and inspection as well as 2 tyres changed.

We explained this when we got back and i expressed we wouldn’t be taking the car. They advised us the problems will be fixed straight away and advised to call the finance to release the funds. I completed this call, we was sat in the ‘waiting bit’ and 20 minutes later another customer was told to go straight into the office and offered a cup of tea. By this time it was 2pm, i had enough and explained i didnt want the car anymore.

My experience with this company was awful, wasted my time and wasn’t treated as a customer like every other customer. I was left sat there and left until i asked someone something.

The car wasn’t ready, wasnt even on the site even though they had a couple days notice and prior to this has been speaking to the finance company. My whole time I was there from 11.40am till 2.30pm i only test drove the car.

I would either avoid this company or give them about 2 weeks notice you are coming otherwise you are just left waiting around whilst they will serve customers after you. Due to their actions they have lost a sale of a car!!!!

Reply to your comment!!
You have not tried contacting me at all. Please tell me how you have contacted me?!? You have my partners number and you have not rang it, so stop lying!!!
When i rang on Saturday morning, you did not mention about the finance or the car would not be ready. Maybe if this was communicated from the first phone call my time wouldn’t have be wasted and i would have spoken to the finance company.
I had spoken to you on the Thursday aswell as the finance people, maybe you should have asked for my contact information on Thursday, you knew this car was going to be sold! Personally i think you forgot and when i rang Saturday you panicked! This is why the whole experience was awful!

The treatment we was offered was completely different to what you offered others customers and it was disgusting!! The car needs an OIL ChANGE and INSPECTION and TWO TYRES CHANGE. I spoke with the finance company and they had released the funds for the car!

The point is, there was no customer service, the car wasn’t ready and we were just left to keep asking what is happening! I thought working in services, you ensure the customer is happy and they receive the product they want!!

Just a word of advice, i would treat all customers the same and if the car isn’t ready let the customer know!!

Such ashame as this was a lovely car but the dealership experience was absolutely rubbish, never again!!

Bought my Fiat from them a few months ago now. Can honestly say what an amazing experience I had with them! Such a quick easy sale and I’ve had no problems whatsoever with my car. Couldn’t recommend them enough! So helpful and lovely people! Thank you

A few days ago, we purchased a van from Phoenix Way Car Dealership after our old one unexpectedly broke down. The deal was fantastic, and the van is in good condition. The entire process was smooth and pleasant. The customer service was excellent, and they provided really helpful aftercare when we had follow-up questions. Overall, a five star experience!

Avoid at all costs. Phoned up to view a car and booked an appt for 1000 at their opening time as we had to travel 1.5hrs to get there. Was told this was okay and I paid a £100 deposit to reserve the car. Got there at 1000 and there was nobody there but somebody cleaning a car who had no idea why we were there - was told they don't do test drive appointments until 1100 which was inconvenient for us as we had to travel home. Was told to talk to the manager and was given the mobile of an employee in my face and told "talk to him" and he explained someone may be coming - in the end we felt like our time was being wasted so decided to leave.

I phoned the company back later that day and they declined to send the deposit back as "the guy that does it is not here" - I was told it would definitely be done by end of day.

I then phoned back the next day to chase this and the company kept declining my calls putting me straight to voicemail- in the end had to ask my mother to phone to chase and they then answered the phone straight away! Awful company, not professional at all they don't even answer the phone with their company name. The place doesn't look like a car dealership at all. Very unwelcoming environment, plug sockets with wires out everywhere, dirty floors, the actual building looks like a garage rather than car sales! None of the cars have signage on them to say their prices, and you have to walk through the jet washer to get to the stairs to the office. Don't waste your time

Avoid at all costs!
This company sold me a Range Rover pk66 bwp
This car came from the dealership with a noise, this was shrugged off as nothing when purchasing.
The car came with a “3 month warranty” I never received this. Back and forth for months trying to get it to be told there waiting for the warranty company to send them information. This is lies there never was a warranty because surly you would give that information straight over. I had almost 3 months of terrible customer service. Never reply to a message you’re always chasing them for info.
They came and got my car after about 7 weeks to fix the noise and a leaking window screen. Well they said your car will be ready in around 3 days. 3 weeks later of being blanked for days I get told it’s on its way. No warning whatsoever. Now I did get told that they was waiting for a part and they would drive my broken car noise from engine bay 150 miles to give me it for a weekend! Make that make sense. So far arrive and they’ve not fixed the window screen Infact it’s still leaking as I right this, what they did do is use a silicone sealent on the roof so now the glass roof and body work are ruined! Back and forth asking for a refund as now the damage done will run into the thousands to fix. Finally they came to pick it up only to be told they wouldn’t give me the money until they had the car back at there unit. I say unit because leaving cars in a muggy side yard isn’t a showroom for court. I refused to let them take the car without payment after back a forth arguing with them. Take into account I’m supposed to be a customer! And they wouldn’t refund me my delivery fee, straight up arguing with me on my own driveway. Terrible communication terrible service and bodge jobs stick well clear. Attached photos to whoever the poor person is who buys this car good luck it’s been bodged.

Friendly staff, smooth process, and no pressure. They helped me find the perfect car at a fair price. Highly recommend!

Very good experience with this dealer. Bought my first car I was so nervous but they made the process very easy and I am very happy with my purchase.

I recently bought a car, and the experience was excellent from start to finish. The staff were friendly, knowledgeable, and made the entire process stress-free. They helped me find the perfect car without any pressure, and the financing was clear and straightforward. The dealership even took the time to show me how everything worked in my new car before I drove off. I’m thrilled with my purchase and highly recommend this dealership to anyone looking for a smooth and hassle-free experience!

Very helpful accommodated my needs trustworthy and the car was in pristine condition thankyou

Please avoid buying a car from these people,I purchased a car for over ten grand from them.asked for it to be valeted and all chips to be sorted before collecting it,when I arrived the gentleman I purchased the car from was not there the car had not even been cleaned let alone valeted I had paid a large deposit and didn’t want to loose my money so took the car home,only to find out that the charger didn’t work and the CarPlay socket was broken after phoning numerous times,and sending photos I have been totally ignored.i am in doubt that the six month warranty on the vehicle is even valid.please avoid at all costs

AVOID AT ALL COSTS – Incorrect mileage & a £3k+ DPF Issue!!!

Purchased a van and just weeks after purchase it went into limp mode from a ‘DPF Blockage’ notification.
This occurred three/four times over the course of 1-4 months, after numerous mechanics tried to solve the issue the van needed to go into Peugeot which ended up with them replacing the whole DPF system, all in all costing £3,000-£4,000.

Interestingly enough the van was purchased at 51,000 miles, the mechanic took a reading from his OBM reader which read the DPF had 201,000 miles on it suggesting the milage was incorrect!! Which would also be in line with the issue above…. To think this was purchased from a reputable car dealer with ‘warranted’ mileage?!

They ignore any calls and when they finally got in touch they said it was out of warranty from excess miles…. Despite saying I have proof from mechanics invoices confirming the issue had occurred just weeks from purchase.
Their warranty documents have also been requested 4 times and still with nothing received!

If you’re looking to buy a vehicle from them steer well and truly clear of this company, unreliable milage, unreliable vehicle, non existent warranty and you’ll end up thousands out of pocket like me. This van has cost me around £3,000-£4,000 on top of being off the road a majority of the time which has cost me thousands in lost revenue.

Be warned, steer well & truly clear of this company.

***RESPONSE 4th August 2025***

Hi,

You had the van few a couple weeks and had the opportunity to have the mileage checked and confirmed which you didn’t, why’s that then?!
You sold me the van with the excess miles in question, is it not your job being the dealer who sold me the van or covered under warranty to double check those miles again?
To be clear, I haven’t had it checked as Peugeot said it would cost me over £1,000 to have the dash taken out….. On top of the already £3,000 DPF issue!
There are also mileage blockers which are irretraceable, which stop miles being added to the vehicle which keeps a low mileage on each service, the van itself hasn’t been properly inspected to verify the miles so how can you say that?!
The mileage blockers also only block the dash’s miles and not the DPF’s which appears to be what’s happened here.

The DPF issue first came into play just weeks from purchase as mentioned, which covered around just 1,000 miles from purchase. When we spoke to said you have a guy who can flush it for around £1,500…. Having spoken with Peugeot, they said DPF’s are NOT to be flushed which causes a particle build up, poor advise from yourself which also shows how your company like to cut corners.

Regarding the warranty, I would like to request this a 5th time now….. Are you going to send this to me or not??

Thanks

Louis

Great service by Everyone at the dealershop and was happy with transaction

I have bought a car today and sold mine to him as part exchange
Went very well , and very good communication
Car seems very good so far i drived round 40miles to come back at home , car seems very well , hope it does drive like that as it is perfect so far

I want to warn potential customers about my frustrating experience with this dealership after purchasing a vehicle from them.

Since the purchase, I've encountered numerous issues with the car. Initially, the dealership assured me that they would handle the necessary repairs. However, when I asked for an estimated timeline for those repairs, they reneged on their promise and refused to follow through.

To make matters worse, this dealership was aware of our prior negative experience with another dealer, where we were misled and taken advantage of to the tune of £4000. It is incredibly disappointing to see them exhibit a similar lack of integrity and customer support.

Furthermore, I have been denied my requests for essential repairs and a refund. The communication from this dealership has been severely lacking, my phone calls often go unanswered, and my emails are consistently ignored, which is unacceptable for any customer seeking assistance. This needs to be improved.

After investing in what should be a reliable vehicle, it’s disheartening to feel overlooked. I expected much better support and responsiveness from a dealership. If this dealership cannot prioritize customer communication and adequately address these issues, I warn potential buyers to think twice before making a purchase.

Thank you for all the help during my purchase Shabir , really appreciated it and would recommend highly 👍🏼

Thank you Shabir for your help on my purchase of Vauxhall Astra car

Keep away at all cost. I bought a car from them 3 weeks ago to bring to Ireland. They did not give me the log book and said they have sent it to the dvla which was lies. The dvla have told me today 3 weeks later that have not recieved the log book from them.They said they deal with customers from Ireland a lot yet they didn't know they had to give me the log book for export. I have tried to contact them numerous times but no reply.. Unfortunately im stuck with a car in Ireland now that i cant register and will be getting fined for having next week.Do not buy from here.

Don’t bother booking a test drive! When we arrived the car wasn’t even on site. A wasted morning.

Please avoid.
Got my car with them in July 2024, they told me the wrong mileage on the car.
There was only one key and the car looks like it was in an accident and it had a bad repair work done on it.
Once payment was made, could not get hold of them and all they do is avoid my calls.
I lived far, so I was not able to bring the car back to them.
Fast forward mid December, my car just started losing power.
It keeps saying the electric traction is faulty. I did less than 2000 miles on the car since I got it, i hardly used the car. Took it to there garage and they couldn’t do anything.
Car is now with Stellantis and you Ds, they need to have their master technician to look and it and just awaiting to see if they can repair it.
Do not buy a car with them, all they do is sell patched up cars.