Usual BS really, he offered his most sincere apologies for not returning my calls, the messages must have blown off his desk as it was right next to the showroom door. He lost out in the end as I asked him to remove all the 'special things' from my order that he had sneakily added on such as the extended warranty, service plan and something else I can't remember. His commission disappeared in front of his weedy little eyes. Also turned out that his 'One owner from new, well looked after car' was an ex AC rental car. Yeah, one owner, 6,000 drivers. Two years later I foolishly went back to AC to look at another car. In the 5 months I actually had it, it was back to AC 6 times for the same issues. I've now learned. Never again will I give them any business.

What would you like to know?

Take it as a blessing in disguise and go elsewhere. Odd though, the non return of calls usually only starts once you've actually parted with your cash. I bought a Focus a few years ago from them. Couldn't get rid of the salesman for days, pestering me by phone. I decided to go ahead and get it. Noticed an issue with the paperwork and left many messages for him to call me. No call. Eventually after 4 days I left a message for him. Simply said. 'Stick the deal up your arse'. He called me within 10 mins.

Well an update. After 6 attempts they finally sorted the paintwork issue. The level of customer care and quality of work from this company is shocking.

I had the same issues with my old 306 in 1999 so I don't think this is a new issue.

Come to think of it, I don't even think I got a copy of the sales invoice. Can I request one now?

Good luck in having this issue resolved.

Thanks for the replies. The issue with the paintwork initially started with me 'walking away' from the car the salesman was showing me as the area around both the rear arches was damaged and already rusting (common on the Ford Focus/C-Max due to stone chips). This is when he 'promised' to have the car sent to the bodyshop and to have the areas fixed to 'showroom' standard. Like a mug, I believed him. Since then, the car has now been back to them 6 times, ranging from poor repairs, to them painting panels which did not even need painted and ignoring the problem areas. It wasn't just a simple colour difference (I am well aware that it can be almost impossible for new paint to match old paint without noticing) this was down to shoddy work and them trying to cut corners to save their profit margin. On two occasions, they attempted SMART repairs (obviously a lot cheaper than bodyshop repairs) and the result was a disgrace. The rust was back again within two weeks. They just painted over the damaged area. I am due to get the car back today or tomorrow, so fingers crossed it will now be of satisfactory quality. Oh, the car is a 2008 C Max and had 36k on the clock.

It's gone back in today to have the panel painted again. I'm hoping that this will be the final time. Interesting that it appears CD have given me incorrect information, I may phone them back and challenge their response.

Thanks, I spoke with Consumer Direct who advised that a cosmetic issue such as paintwork would not be covered under SOGA as it does not render the car unfit for purpose. The garage concerned have booked it in for another paint job and have further reduced the amount to be paid in connection with the other issues so now I only have to pay for the trade price of the parts. They did mention that I could get estimates and have another bodyshop of my choice do the work and they would pay the bill if it was reasonable. Thinking about it, I'd rather they just sorted it, as what's to say another bodyshop wouldn't botch the job, which would mean I would have a battle with yet another company. Car goes back in tomorrow.

Nothing in writing no. Each time it comes back, I complain to head office and they arrange for it to go back in again.

The very first time I looked at the car. When I told the salesman I wasn't interested due to the paintwork issue. That's when the string of broken promises started.

Right, had the car back again after them having it for the fifth time to sort the paintwork issues. It's still not done properly. I'm at the end of my patience now. Can anyone give me advice where'd to go from here? I'm now sick and tired of giving them chance after chance to sort this.

The ABS Pump has failed, but it is made up of 3 parts, the part which needs replacing is one of the cheaper parts (£140 odd quid or so). This is what has caused the ESP light to come on.

Doesn't that involve the dealer having to prove that the fault didn't exist when the car was purchased though? The warning lights were not on at time of purchase. They came on after the warranty had expired on the car. Believe me, if I had something that I could produce to make them foot the bill I would. Doesn't the ECU record information of when the warning lights came on? I wouldn't have a leg to stand on.

The thought did cross my mind, but as the warranty has run out, and this issue is independant of the initial problems with the car, they don't really have to contribute anything towards the costs. I'd love them to pay the full costs, however I do not see that happening.

Update on this. The car was checked and requires £430 of work to rectify. The dealership have offered to pay 25% of this however due to the issues and fights I have had for 4 months now over a paintwork issue on the car which after 5 attempts has now been resolved, I have asked for 50%. I'm awaiting a call back with their decision.

Thank you. Probably the same response as I've had for the last 3 months trying to sort out the paintwork issues.

Hi all, I bought a Ford C-Max from a large dealership just under 4 months ago. In this time I have been having major issues with them completing some bodywork and it is hopefully getting sorted in the next couple of weeks for the 5th and final time. Around a week ago, I started getting a warning message on the dash that the tailgate was open. Even when it is shut. Last night, the ESP light came on and I am unable to turn this off with the settings control which must mean there is an issue. Looking around the net, this could be an ABS pump which could cost well over £1,000 to fix. This car has been nothing but trouble since day one. I have heard that under the SOGA, any issues within 6 months of purchase is deemed to have been there since the date of purchase. What exactly does this mean for me? Can I have the garage sort the issues under the SOGA? I do not have a spare £1,000 to chuck at a car which is only 3 years old.

On both cars I have had private numbers on, the original registration was applied back to the car when the private reg was removed.

What model do you have and what model did you request?

I'm terrible at letter writing, so can I have one of you have a look at what I have written and tell me if it is ok to send, or if it is complete garbage? Dear Sir/Madam, I have been in regular contact with David in your office regarding issues I have been experiencing with the service received from your Sighthill, Edinburgh branch of Arnold Clark. After seeking advice, I have been instructed to put my complaint in writing. All details will be logged on your systems already so I do not feel the need to relay this again. If you need any clarification on any matter, please contact me in writing so a clear audit trail is available should I need to take this further at a later date. My email address is ************* should you wish to contact me this way. I will stress at this time, the only reason I went ahead with the purchase of the car was on the assurance from Mr Alan Sharpe that the bodywork issues would be sorted to ‘showroom condition’. These were his own words. After four attempts at rectifying the issues with the bodywork, I will now be taking the car (for the second time) direct to the bodyshop in Armadale to meet with Jim (Manager) in order for him to look at the car. When it is booked in again, this will be the fifth time, and this will be the last time I am prepared to allow Arnold Clark to attempt to rectify the issue. The Sale of Goods Act 1979 is quite clear that I have to give the dealership the opportunity to rectify. I have done so adequately and the dealer has not rectified this to my satisfaction. I am therefore entitled to either reject the car and ask for a full refund, or arrange repairs and invoice Arnold Clark.

Thanks. I am actually composing the letter now to send to their Head Office.

Thanks Conniff. Are they legally obliged to meet the bill if I take it elsewhere? I mean, if the car comes back again below par, and I take it to get repaired at my expense and send them the bill, what's to say they won't just tell me to get lost?

I don't really know what else I can be but patient. It makes me very irate, but as you said before, if I write telling them I am rejecting it, I can't drive it. Due to my circumstances, and with young children this is not an option as I don't have a second car to fall back on. Your suggestion of writing to them telling them that this is the last chance, and if not repaired to a high standard this time I will be taking it to a proper bodyshop and sending them the bill will be my best option.