Renault London West

I purchased a Renault Captur from this dealership less than a year ago in good faith it was in complete working order, with no faults or issues. Less than 10 months later, I discover the floor of my car is soaking wet and the leak is coming from beneath the car.

I attempted to book in immediately for Renault London West to take a look, but they had no availability for months and would not be able to provide me with a courtesy car, so I booked at Renault Watford - being advised by the person booking me in on the phone, this would not be an issue as they were both Renault dealerships.

They advised me the leak was due to a blocked scuttle panel, and the work required to clear it out and fully dry the car would cost almost £600 - as well as telling me that the blockage looked as though it had been there for lot longer than I'd had the car (as you can see from the photos - what were apparently once twigs and leaves have now turned to sludge).

I emailed [him] when I was advised of this (from Renault London West) who responded promptly and advised it was clearly down to me as I must have parked it outside and under trees.

My car is parked either on my driveway at home, which is completely free of leaves, or in an indoor carpark at work, so it's definitely not because I've parked it underneath trees - completely ignoring the fact that I should be able to park it outside without worrying that a leaf might cause me £600 worth of repairs.

Further investigation across Renault forums showed this issue to be a common issue with Renaults, and something that absolutely should have been checked before the car was sold to me.

[He] advised if I provided him with the invoice of the work required and proof that the blockage hadn't occurred whilst the car was in my possession, we could come to a "mutually acceptable conclusion" yet has not responded to a single email I have sent since - despite providing the report from the mechanic, photos, and the invoice for the work carried out. Nor has he provided me with proof the scuttle panel was checked and unblocked before the car was sold to me which I have asked for.

I have been without my car for almost 4 weeks now, while the repairs have been carried out, and I have been told I cannot collect it until payment has been sorted out- which I am unable to do until Renault London West engage with me further.

I am a very unhappy customer.

This place needs to improve in every way. We went in and waited for ages, whilst the staff were in a small room with a customer - I think (not sure, they could have just been chatting) we waited and waited then decided we would go and have lunch and come back. We came back and yet again when we waited. We were eventually told they had no time to deal with us. I actually wanted to buy the car they had but left due to the staff - we will not buy from them. The staff are rude, unhelpful and it seems they do not want to sell their cars, which was a bit strange. I would not go to this dealer again. I wonder what the manager of this dealership would think if he could see how the staff are losing sales.
I had to fill in 1 out of 10, if I could have chosen 0 I would have.

This dealership abuses personal information I never asked to be emailed called or texted and they keep doing it for months now

This place has terrible customer service. It took 11 phonecalls to get through to the servicing team. I kept being reconnected to reception &was told the person who I was trying to contact was on his lunch break the 1st time, on a phonecall the 2nd time and was asked to leave my name & number 7th time so he could call me back as soon as he got off the phone. 2hours later still no call. I called 4 more times and he answered my call. No one passed my details on apparently. All in all ittook 11hours to complete a basic service with MoT. Painfully slow, inefficient service here. More staff needed!

In my experience this dealership is untrustworthy & unreliable. They sell sub standard used cars & provide unsatisfactory customer service.

I bought a Renault car a few months ago and have had nothing but trouble with it. They've taken it back twice, each time keeping it for 3-5 weeks & haven't done the work they said they would.

They stated tracking cannot be done with a faulty wheel-the wheel they sold it with! AND kept the car for 3 weeks, just to replace a seal on the boot!

I would not buy a car from this dealership. No one takes accountability.