Tustainmotors Avis 

My wife took our vehicle to Tustain Motors for an air conditioning service costing £160 because the air conditioning was not working correctly. We were informed that the service would include pressure testing to identify any leaks before the refrigerant was added.

Following the service, the air conditioning was either not functioning when the vehicle was collected or failed almost immediately afterwards. After returning the vehicle for further investigation, we were advised that the condenser was leaking and that repairs would cost £676.97.

My disappointment is not with the diagnosis of the condenser fault itself, but with the fact that we paid £160 for an air conditioning service and received no practical benefit from it, as the system stopped working straight away. Despite this, my request for a full or partial refund of the service charge was declined on the basis that the service procedure had been completed correctly. However, from a customer's perspective, it is difficult to understand how a leak significant enough to cause immediate failure was not identified during the testing process.

Throughout the complaint process, communication from Tustain Motors was polite and professional. The company subsequently offered to reduce the repair cost from £676.97 to £483.76 as a goodwill gesture. While I appreciate this offer, we were not interested in spending even more money to resolve an issue that arose immediately after the original service.

I remain of the view that charging a customer the full cost of a service that resulted in a non-functioning air conditioning system straight afterwards represents poor customer service and poor value for money.

I am sharing our experience so that other customers can make their own informed decision. Unfortunately, based on this experience, We will not be using Tustain Motors again.

Arthur Renwick was the salesman I dealt with from the Ashington branch. He was helpful from the first handshake greeting in the car park. Nothing was too much trouble. He was so very helpful and made the whole experience very easy. He had a vehicle brought down from another dealership 50 miles away, with absolutely no pressure on me to buy the vehicle. As it turned out, the van was perfect. Arthur was a total professional throughout and he is a credit to Tustain Motors. This is now the second commercial van have purchased from Tustain and I will have not hesitation coming again should I need another van in the future.

Don’t trust what they told you and their promise. They keep making nonsensical excuses. I don’t understand how a company like this can have 5-star reviews when they’re so dismissive of their customers. Are those reviews genuine, or are they paid for to inflate their rating?

Ive just bought my 4th Vauxhall car from Tustain garage in Ashington...John the sales guy could not have been more helpful, he did everything for me except pay for my car !.. he cancelled everything to do with my old car & set up everything for the new car.. I cant thank him enough, he made the buying process painless. If I could give him more reveiw stars I would ..I couldnt believe how quick the process of buying a car was, from looking at used cars one day to driving one away the next..Ive now used this garage for 26 years & wouldn't go anywhere else.. All of the staff Ive interacted with have all been very helpful & professional, from the sales team to the lovely lady on reception...Thanks again..

Michael went above and beyond to help us. Nothing was too much trouble, He found us a car at a price we could afford. His customer service is seond to none. Fantastic.

Tustain Motors bought my car in Carwow auction but never bothered to show up to collect the car. This is despite numerous calls and emails to reach the company. Eventually, I managed to reach somebody on phone who rudely stated that the phone number they had got was wrong. I double-checked and all the contact details provided were correct.

Tustain Motors, Cramlington.
5 ***** Stars and beyond ………

A seamless, stress-free vehicle exchange.

Monday morning, my old car's warning lights flashed at me!
This led me to my first visit to Tustain Motors, Cramlington.
I spoke to the Service Manager, full of sorrows now, I feel.
A short walk across the showroom to the Sales Executive, Marc, to see.
In an hour, a car was found.

On Tuesday, I viewed a 2019 Corsa 1.4, and a sale was soon agreed.

Thursday, I drove my old car in. Another hour seamlessly slipped away; the deal was complete.
One very happy owner in his Corsa 2019 was homeward bound.

***** Five stars and beyond ……..

Thank you so much to Tustain especailly Andy/Andrew. Made myself and my mammy feel relaxed, very friendly and explained everything clearly to ourselves.whilst still being professional It was a pleasure exchanging cars

I recently sold my car to Tustin. We dealt with Michael and he was fantastic! He made the whole process simple and easy for me. He kept in contact all the way through and was happy to answer any questions I had. I would happily deal with Tustin motors again!

Last month I purchased a ford focus from tustain in cramlington. However due to a change in my physical health I needed a car that I could get in and out more easily. After speaking to Michael I had a new car within a week. Loving my new car who is now called lady bug. I would recommend anyone to visit tustain in Cramlington, even if you are just looking around, Michael listened and showed he understood my needs. There is plenty of choice at affordable prices. Thank you

Tustinmotors Hawick.
James Milner absolutely professional, friendly and helpful. The process from start to finish was outstanding. Highly rated.
Thank you so much James for helping me find my perfect car. Thank you.

Tustainmotors Haddington, start to finish excellent service from Steve who found the ideal car for us and happy to bring cars up to view from other Tustainmotors garages, car was valeted to a very high standard and was a totally hassle free purchase. Thank you Jon & Anna

I submitted an enquiry via the chatbot on the Tustain Alnwick website. Within five minutes of pressing the submit button I received a telephone call from one of their salesman Kieran Bowell. I arranged a test drive the next day and bought the car Kieran had sourced for me in another depot and brought to Alnwick for me. Kieran was about the fifth salesman I had dealings with in my search for a new car and he was the only one that I really felt comfortable with and really felt he appreciated my requirements. No question was to stupid. Excellent experience.

I took my elderly father to Cramlington branch as he had to sell his car for health reasons, and we had the good fortune to be dealt with by Michael. He was very helpful, patient and sensitive to my father’s situation, and he gave my dad a competitive offer for his car, which we were happy to accept. He was a credit to the company, and I will certainly deal with Tustain motors in future.

Michael was really helpful. Went out of his way to find me the right car. So pleased with my choice. Felt that nothing was too much effort.
Try and get him if you're there as he is so good at what he does.

Weren't taking on new customers but squeezed me in for various reasons. Took around 6 weeks to fix the ignition on my vehicle. They could not source the parts & ended up getting them from ebay, despite another garage saying that they could get them in two days. When I collected it, they then asked me to give a 9 or 10 rating in a review, despite all this & very rarely calling me with an update. Needless to say, thank you for fixing it, but I won't be rushing back.

From initial contact to driving the car away I was helped through every single stage with patience, politeness, skill and knowledge by Jessie at Alnwick in Northumberland……great job Jessie and I LOVE the car!….thank you so much, BS

Bought my new car from the Haddington branch earlier this month, and couldn't be happier with my experience.

The salesman Colin and manager Jimmy were top class. Extremely helpful in assisting me in choosing a new car and answering any questions I had.

Cannot recommend the team at Haddington highly enough.

Fantastic service from John younger at ashington Tustain motor shop he helped us from the minute we got their helped us to pick a car. Always kept us informed what was happening about the car staff are friendly and polite couldn't fault them I will recommend them to my friends