Renault Retail Group 

I bought a Renault clio 2018 from motorpoint in oldbury this month December 2019 for £9698.00. Brought it on the evening went home and used it to go to work the next morning . I was on the motorway for about 15 minutes when the engine warning light came on I pulled over and smoke entered the car and was billowing from the engine. I was petrified to get out of the car as lorries were flying past . After a couple of minutes the car filled with smoke and I heard a crackle and I immediately jumped out of the car and it went up in flames .I ran up the road in a state of shock , Lucky for me a highway patrol man was passing and he stopped and helped me into his van while he called the fire brigade and the haulage company while I sat in his vehicle watching the front end of my car completely disintegrating with fire . If I was any longer in that vehicle I would of died. Motorpoint have denied responsibility. having looked on Google to my horror the same car has been recalled due to a faulty catalytic converter and possible exhaust leak , Causing catastrophic fuel and engine failure . I am phoning trading standards to take on my case as motorpoint is failing in their practices . Avoid motorpoint at all costs especially the oldbury branch terrible after care service they will tell you all lies to get you to buy their cars and once you leave the building they don't care . I will be talking to the local papers after Christmas and I will share this with all my media friends at home and abroad .If i could give them zero stars I would.

Renault prenton had my car 3 +months saying it was the valves so they replaced the valves charging me 820.00 pound telling me before paying that because they have diagnostic report saying it's the valves that I won't pay another penny to get it fixed because of the report saying it's the valves calling me back and to saying it's fixed every time I went to pic it up it was worse so after 3+ months of having my car then tell me I need a gear box and they changed the valves because it will have gear box metal in them so why on earth did the put new valves in doesn't that just contaminate them new valves they had me of and won't give me a refund so I got my car give back to me in same condition if not worse

I bought a car for my son back in June 2016, from Renault West London, which is part of the Renault Retail Group, and the Salesman Chris Beasley assured me that the car was one of their own and a demo vehicle, hence the car had 1340 miles and was 9 months old. The car looked good, and everything was fine until the car was around 28 months old, we found rust on the full rear arch, and this was starting to blister the paint. Our local dealership took the car in and reported that it was a pre-damaged panel, and subsequently Renault UK have refused to carry out the work under warranty, as West London said the car had not been damaged by them, and it was a repair that we have had done.We then were informed by Renault UK that the car would not be covered under any warranty.
We have been perusing this via The Motor Ombudsman, and after almost a year, we have now been given a file from West London via the ombudsman, and the car had been in a major accident and £3200 worth of damage caused to the car, although they still deny the damage.
Before we had the evidence, Renault West London categorically denied it, they said that we had damaged the car, and actually put out a statement to Renault UK, that we were to blame.
I am still perusing this case, and also informed Renault UK about the evidence, but to date i still have a car less than 4 years old with rusting arch, and deteriorating at an alarming rate, and waiting for a decision on the case. Renault UK and Renault Retail group need to talk more, and basically come clean and about problems.
It seems the only way forward is to inform other potential buyers, that spending around £10,000 with Renault Retail group could be a waste of money, and you could end up with a car that previously damaged and not worth the price you have paid for it.
AVOID RENAULT WEST LONDON
AVOID THE RENAULT RETAIL GROUP

THEY WONT HELP YOU, AND DENY ALL LIABILITY, AND CERTAINLY WONT COMMUNICATE WITH YOU OR HELP....SOLICITORS NOW ONGOING

We bought a used car from RRG West London. Pre-sales and sales were attentive and helpful, but the minute the car was handed over to us all service and support has disappeared. Two missing items from the car (lost in the valet process apparently) have never been replaced and the faulty USB not mended.
Totally transactional, no customer care; insincere. No follow up even to sell us the extended warranty we requested.

Not the first time I’ve experienced bad customer service from RRG. This time round I was a telephone customer looking to purchase a car from a RRG dealership in London/Kent and doing so by phone as living in the midlands. Basically, their customer service and communication was very poor. After two days of trying to contact them (and each time being told someone would call me back but never did) I found out the car I was planning to buy had been sold - but no one had bothered to let me know. Just shows car dealers think only of one thing - sales. Customer service is clearly not something they’re too bothered about.

I had the pleasure of calling Renault Liverpool in the hope of getting some advice concerning pairing an android mobile to the Kadjar I had just purchased. I spoke to a lady by the name of Nicky ! Personally I felt Nicky was too busy to speak to customers and I felt as though I was being regarded as some kind of very irksome and very thick swamp gas. I have to say she was loathsome, useless and as thick as pig poo and will I'm sure deter me from ever buying another Renault car.
My advice, go somewhere else !

R BD.

Renault liverpool.bought a used car from you in August and just had a small problem but after a phone call to Dave and him getting intouch with his manager Craig. They sorted my problem out. You been so kind and understanding your a credit to your company thankyou

Renault birmingham Solihull

I recorded video from my car the mirror was faulty. We send car for service and advice them the mirror faulty rac also send the Renault the report about battery faulty too
But they denied to fix both fault stated there is no fault in mirror it battery

So the get may car back home next day we test car mirrors still had same problem we send them video that mirror not opening properly
Still saying we will contact you
Unfortunately the Renault team in this branch they don’t do the job properly
We already start application for complain
Please beware never use this branch in birmingham Solihull

Jan 2017 - Head Gasket failed on RENAULT CLIO 0.9L, Which was purchased Brand New. Renault refused to repair under warranty as their contractor the RAC who their sent to the breakdown location told me to drive to the dealer with a blown head gasket, this caused catastrophic internal engine damage. Voided the warranty. I often wonder if RAC do this deliberately to prevent warranty repairs. An agreement between the 2 (Please void our customers warranty)! Sent a court claim against Renault and RAC. Faults I had with the car before head gasket failed:

2 New Rear Passenger Door Handles
Thermostat Housing
Suspension Fault
Anti-Roll Bar replaced twice
Clutch
Drop Link Replacement
Air Vent Replaced
Heated Seat button Replaced
Headlamp Fault
Reversing Sensor Fault
Rear Speaker No Sound
Boot Ledge resprayed as boot door hitting off tailgate
Problem with tailgate persisted, scratched all the new respray
Renault advised again on the satisfactory fix
Vehicle got resprayed again, 2 days later same problem occurred
Was still an ongoing fault and dispute but then Head Gasket Failed

Heap of junk! Wanted £7000 for a new engine!! Hold on, what is to say the second engine would last longer than 2 year, my warranty would of been expired by then! No way = No thank you!! Should not of failed AT ALL!

Left for 2 hours for a 10minute job on the car. Never updated about the wait. Was booked in and told it would be a short stay. Poor customer services by the lady who dealt with my claim, poor attitude. Shame as receptionist was lovely.

Received vehicle which was not to specification expected. This was purchased online without seeing the vehicle and there salesmen were aware of our requirements.
Suggested that Renault would deal with the problem as they were part of the group. Renault contested this so still not sure if they are or not. Spent months waiting for responses before been fobbed off.
Wouldn’t touch with a barge pole. Both these and Renault customer services are shocking. Constantly ignore emails and give dates which they never meet.
Avoid and use a local dealer who cares. Faceless corporation with no morals.

I have purchased a total of three vehicles from Renault Bolton Dealership. On every single one I have had problems. Two of them were brand new, and one was a Used car. The problems ranged from paint work issues, to an illegal tyre. Their Aftersales Customer Service is a joke, to put it mildly. The Service Manager in particular, when you walk in for any reason, gives you a look as if to say, “What are you doing here again ? “ On one occasion one of the vehicles had to go to the paint workshop. On collection it was handed over to me with the interior absolutely covered in mud, and one of the mirrors had paint spray on it and had to be replaced. In other words they never masked any other bodywork while they were repainting it. This was a brand new Micra, only a few weeks old. Then it went on again with other vehicles. In other words they are like everyone else these days, they are all over you until you purchase a vehicle, after that if God forbid you encounter any problems, you are on your own. You are made to feel a nuisance every time you go in for whatever reason. Throughout these three separate bad experiences, all I was given was £100 compensation as a , “Guesture of Goodwill” ?
Their parking arrangements on site are unbelievable, and that is an understatement. Every time you drive onto their premises you are reluctant to leave the vehicle there in case any damage occurs whist in their compound, which, by the way I experienced on one occasion.
I have now ceased to do business with them because, quite frankly I found them to be incompetent, at the very least. Their so called General Manager, Mr Parsley, to my recollection, only ever answered one of my emails, and that was a very brief one, only to tell me that he was on holiday and would be dealing with it upon his return. All the subsequent emails were ignored or not even acknowledged by himself or any of his Team. I will never use their services again.

We recently purchased a new Renault Megane Sports Tourer from Nathan at Renault Wolverhampton. Nathan was brilliant. Kept us informed of progress as the car was a factory order. When the car arrived, it was exactly as specified and has been flawless since collection.

The dealership is clean, tidy, and welcoming. All the staff were pleasant.

I would not recommend Renault London West because of several factors. When I arrived to collect the car, a late 2015 Renault Zoe at a prearranged time, a week after paying a deposit, I was told it was in the workshop having a part replaced so I would have to wait before even seeing the car, this took well over an hour, then I had additional waiting time because the V5 document was not at the garage, this meant another lengthy wait while the salesman went to a local post office to tax the car. I waited well over 2 hours in total before I could drive the car away. I was not given any explanation of the included breakdown and warranty cover. The pre collection valet was to a poor standard, polish residue on the paintwork and quite grubby front seats. There were a couple of minor paint chips which had not been noticed by the garage which also required attention. The car is electric and I was told it would be charged to 100% on collection, but it was only charged to 77%. I have never before had to wait so long for a car to be ready beyond the time I was due to collect.
The battery on this car is leased and paid for by monthly direct debit, they got the amount wrong, instead of £49/month it turned out I was paying £59/month. I have had so much hassle getting them to sort this out. Overall, despite the 'friendly salesman', I was disappointed with the experience.

I bought a car from Renault Liverpool and they suggested I might like a gap insurance policy. I'd never heard of it but after they explained, I bought it (£400). Last month my car was written off in a crash so I claimed on my gap policy, and the claims-handling company said my claim was fine and they would recommend to the insurer that I get paid.

FIRST PROBLEM: The insurer wouldn't pay up because they said I had no policy with them. Turns out Renault (the broker) didn't try to buy my cover until 6 months after I paid for it, which was too late to buy gap cover so the insurer declined the policy and returned my premium to Renault!

SECOND PROBLEM: Renault never told me this had happened - so for 3 years I thought I was covered (I paid for a 4-year policy)

THIRD PROBLEM: Renault never refunded my premium, so they've either sat on it for 3 years or some salesman has had a nice weekend in Marbella.

So now I'm thousands out of pocket even though I had a legitimate claim. And between me and my husband, we've had nothing but 9 Renaults in the last 16 years. So much for customer loyalty.

Customers beware!! Faults after Recall and only wear and tear to blame!
Renault a house hold name for all, unfortunately let down by poor levels of customer service skills in both Franchise and Renault UK customer services. My Renault clio dci mk iv, has just had a recall undertaken on the wiper linkage. Recall wipers could freeze to the windscreen and if operated in sub zero conditions bend the linkage. Since this recall was undertaken by Bristol Street motors Exeter the wipers now do not operate to full function. I’ve been left with a a life risk, with slow wipers that could decide they will stop at any point. Since the recall was carried out the driver’s wiper now stops in the driver’s eye line if they decide the will work.
I’ve now been told after fault finding that the wiper mechanism is partly seized and will need to be replaced. (how can an item be partly seized?) In the three years of ownership I’ve had no faults with my wipers, until the point in which Bristol street motors Exeter carried out work. For any logical person it all seems very coincidental that now I have faults. It turns out I’m not the only person reviews online.
Reviews found on renaultsport
I had the rod changed as part of the recall, three weeks later the linkage seized, customer service stated they hadn't had this happen before. It seems too coincidental to me, but a £200 bill is coming my way. I get the impression that the wiper system is not fit for purpose. Has anyone else had this issue.

Or
Yes we've got a similar problem on my partners 2014 Dynamique. Took the car in for the wiper recall. Didn't rain for a while after but came to use the wipers and they moved ever so slowly across the screen and stopped half way on the return stroke. Tried them afterwards at different times and varying degrees of stiffness in the operation. Booked it in with the useless dealers in C***e and they said it was OK. It's been allright for a while but again not had much rain. I drove it yesterday and they are sluggish as a snail. Again stopped half way through a stroke with the wipers aalmost vertical. Did a video of it this time to proove to the dealers it happens. Anyone know what it is? We're booking it in again after this bank holiday. It's still under warranty until October so need to get to the bottom of it soon or they will be charging us too.
Edited by user 27 August 2017 11:41:29(UTC)
Or videos can even be found on YouTube
watch?v=px0RrrSK3vg
watch?v=VJz-31uY1D0
All with the caption fault after recall.

After speaking with the service manager Jason at Bristol street motors Exeter.
I was told that this isn’t the first case he’s seen with this fault. After being told that Renault will have the final say and that after looking at the pricing what we can do for you is charge you a labour costing we charge for older vehicles and we won’t charge you a £99 diagnostic fee, bringing the total cost for £319 down to £244. A token gesture.
Speaking with customer support manager Kulbir Gill and Renault Uk I was told that after speaking with the garage the item is a ware and tare item and we will not do anything. After challenging the case, I was told to take this up with the garage although the garage told me to take it up with head office. I was told that there had been no other cases of this issue and that the information I found online was just an opinion not fact. The blame quickly passes from one to the other, when challenged again I was told to not speak over mr Gill, and that he would just close my case and hang up, I asked simple questions which have not been included in the emailed transcript seen below. When I asked for the transcript I was told “ I don’t have to give you one” The poor level of customer service skills shown is a testimony to the way Renault treat their customers. Felt feeling like you’re the little fish in a big pond with nowhere to go.

Dear ,……………………………

Thank you for taking the time to contact Renault UK regarding the wiper issues you have experienced with your Clio.

I understand you have recently had a recall on your wipers. Since the recall the wipers do not work properly and when it does, they work sluggish and stop in the drivers view. As a result, you would like a repair carried out at no cost to yourself. I hope this is a fair reflection of your situation and expectations.

I understand how frustrating it may be when a part fails causing inconvenience. At Renault, we use quality materials in line with our Renault Standards.

I have discussed your issue with the dealership who advised the fault occurs in the same area however is not related to the recall. The dealership have advised the wiper mechanism is partly seized and is down to wear and tear and just shown itself now.

I can see there are no further recalls on your Clio and there is no known fault as such. Having taken this into consideration, there is nothing further I can do to assist you.

I’m sorry if I was unable to give the answer you had been hoping for. If you are still unsatisfied with our answer I can only advise you seek independent advice or contact the Motor Ombudsman should you like to pursue the issue further. You register the details of your complaint with them and they feel Renault have not fulfilled any of our contractual obligations to you, they will contact us on your behalf. Please find their website below:
Kulbir Gill
Customer Support Manager

I understand that items can fail due to wear and tear and faults do happen but the sheer fact that the item in question was touched and dealt with by Bristol street motors Exeter and no faults were present before the work was carried and now I’ve been left with faulty wipers and a life risk every time it rains. Companies fight hard to keep customers but its situations like these that make it easy to lose customers.

Avoid this dealership they are useless! Bought a Renault Trafic from them and it has not worked from day one - it is 18 months down the line and they are refusing to do anything about this under warranty.
They have NO AFTERCARE and once they had my money - I have not been able to get anything remedied. I escalated the complaint to the head office and they too said that although it is under warranty and the LG computer console does not work there is nothing they can do? I do not want anything extra, only what I paid for, We chose this Trafic Sport as it has an on board LG DAB radio blue tooth hands free. It doesnot work has never worked and now they ARE SAYING THEY CANNOT REPLACE!

After a life time of buying Renault this will be my last!
Renault Romford ( which is Renault owned, not a franchise) turned up to pick car up at agreed time to find big dent in side..they clearly did not check car over.
Warranty document issued incorrectly, when I raised this there answer was to send me a sticker to put over the incorrect part! to top it off the sales manager was rude beyond words. aggressive and did not care. I have raised complaint with head office but expect very little. There is a lot of choice when it comes to buying cars... they have now lost a loyal customer and my family too!