John Charles Motor Group Reviews 4

This is my 3rd Van from John Charles Motor Group and I have to say, every purchase has been exceptional from start to finish. Will be coming back for a fourth at some point. Great staff, Great service & Great choice. Thanks everyone.

The staff at John Charles were really amazing in helping me purchase a van for my small floristry business. Everyone was so professional and made it so simple. I'm absolutely thrilled with the Van, will definitely be returning for another purchase when my business blooms (Excuse the pun :) ) Thank you so much for a great service !!

On the 3rd April 2021, I arrived at John Charles Motor Group (CS Car and Van sales) to view a 2020 reg low mileage small van which they described “as close to new as you can get (for secondhand)”.

I asked all relevant questions regarding van condition interior and exterior, requesting additional close up photos before travelling to view it.
I was assured that all was faultless and that the van is in excellent condition. I made it clear that I would have to travel a considerable distance with an overnight stop to purchase the vehicle so I want to know about the smallest little defect or normal wear from brand new condition. I wanted to know everything about the van that wasn’t perfect even if considered insignificant or trivial. I was assured that there was nothing to note.
When I arrived I noticed a break in the paint on the roof, easily seen with a casual step up onto the side/ rear door step. The van was heavily dressed in whatever smelly shiny rubbish they use inside & out. A few marks on the exterior did show later when this stuff rinsed off although nothing major.

(THE SERIOUS PROBLEM):
Under the passenger seat, I found blue tissue paper stuffed into an H shape cut out in the floor.
It was soaked in what smelled and felt like kerosene or paraffin.
Removing the tissue from the opening, there was a bright blue liquid puddle on the body shell floor.
The salesman present at the yard seemed to have no idea what it was or that it was there.
I pressed him to get an answer on this because it’s a fairly new vehicle and the chain of ownership and responsible persons is small and traceable. He phoned a John Charles Motor Group employee who was responsible for sourcing the vehicle (probably the man who I first spoke to regarding the sale) and they knew all about it!
Apparently, the delivery driver who took the van to John Charles Motor Group carried spare diesel and it spilled in transit. They tried to soak it up and kill the smell with LENOR.

They withheld this information from me and they were caught red handed misrepresenting the vehicle. They refused my reasonable discount request which was less than what it would cost them to fix their mistake properly and they insisted instead that they keep the vehicle for a week or two and “sort it”. First of all, they know that’s a ridiculous proposal considering expense and the distance travelled for the vehicle which they’re well aware of. Second of all, consider how they “sorted it” first time round. To leave the vehicle with them and return for it later would be foolish.
The only reason I took the van is due to the shortage of suitable vans in the UK, the particular spec I was looking for and the massive lead time for brand new vans. I had this repaired properly at my own expense (wiring loom cleaned and re-wrapped, new bulkhead insulation, new floor).
I have evidence of the diesel spill and their coverup on the day, their communication, the damaged floor when removed, the sodden wet insulation and the quantity of diesel left behind on the body shell floor.
In addition, I never got my V5 and over a month later I had to apply to the DVLA to have the V5 reissued.

Great experience dealing with this company, I travelled all the way from the southwest on a train to collect the my van which added a degree of complexity.

They reassured me all along the way with regards to finance agreements and had a very good knowledge of how it all worked, the van was described via text and walkaround video's (explaining the condition and minor dent/wear).

I booked my train tickets on the promise the van would be ready.

On arrival i was greeted by a very friendly team and then to my SURPRISE ! They had arranged for all the minor wear and small dents to be removed! The van was looking beautiful, the rear doors had the dents removed and had been resprayed! and a medium sized side dent and scratch had been completely removed and resprayed professionally.

They stated that he had done it because he knew how far i was travelling to collect the van and he wants all his customers to leave with a smile on their face.

They really went above and beyond.

They even picked me up from the train station! lol