Robins and Day put to the test

As you probably know my motorhome is based on a Peugeot short wheel base van. It was looked after by the same Peugeot dealer in Bensham, Gateshead until last year when I finally sent a complaint into Robins and Day head office. They had undertaken and recommended work that did not need doing, overcharged for work they did, done shoddy work which exists to this day, not done work that needed doing and given me attitude on the phone when I cancelled an unnecessary repair.

I went to a different Robins and Day in Benton in Newcastle on Tyne and they promised me a free 96,000 mile service, and a lifetime discount on work on my van as an apology. I accepted that.

Months later I went for that service and when they finished I found they had not identified a leak on the radiator, they did not change the air filter or the oil filter, they topped up the oil but put too much in and it had to be drained off later, and they failed to remedy a starting problem that’s been going on for about a year now.

I emailed Robins and Day again to complain and ask why I was being treated this way and what were they going to do about it? The least I expected was that my van would be repaired properly and all faults corrected. But no. Here’s the email I received from them today:

Dear Mr Finnigan

Thank you for your email received n(sic) the 26th February.

I am sorry to learn of the problem with your vehicle and of your recent experience with Robins and Day. Dealerships will always do their utmost to satisfy and accommodate all customers, however it is appreciated that misunderstanding and communication can arise on occasion. I am confident that it was not the intention of any dealer staff to appear disinterested and if this is the case I sincerely apologise on their behalf.

I have informed the Peugeot representative of your concerns and this information will be used to help the dealer improve their service levels. All customer feedback is taken seriously and we expect the highest standards of professionalism from out(sic) network.

May I take this opportunity to thank you for taking the time to inform us of your experience.

Regards
Stuart Adamson
Customer Relation Manger

So, I’ll find other dealers who will value my vehicle, look after it properly and carry out work to a decent standard. After all, their base rate is £93 per hour, you expect something for that amount.

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