Bentley Tunbridge Wells - Grange Motors

I’m the loser – because the garage wrecked my Bentley!

When you book your car in for a service, the last thing you expect is the garage to smash it up. But that’s what happened to my prized silver 2012 Bentley GTC.

The driver picked it up from my home in Kent and on the way to the garage he collided with a car in front. The garage, Bentley Tunbridge Wells, phoned me, making an immediate apology. They said they would be able to repair my car. This would cost them £41,000.

After I inspected the car, I decided to get my own assessor before agreeing to the repairs. But Bentley Tunbridge Wells took it upon themselves to carry out the repairs.They said they were duty-bound to do this.

I decided not to accept my car back because such major repairs would show on its history and this would seriously impact on its price should I decide to sell it in future.

After carrying out research on buying a similar car to my own, I told the garage that I would accept £80,000 for the loss of my car, which they could keep.

I checked on the internet and confirmed this was a realistic assessment.

Bentley Tunbridge Wells offered me £55,000. I said this was unacceptable and failing a cash settlement, I told the garage that I wanted a like-for-like replacement car that had not been in an accident.

They said it would be difficult to get a one-owner Bentley GTC of similar age and mileage (22,000 miles). However, I found one in a Bentley dealers in Birmingham for £72,500. It lacked some of the features of my car. For instance, it didn’t have DAB radio system which was £6,000.

Bentley Tunbridge Wells said they would buy this car for me, keep my Bentley, but I would have to give them £10,000. I was astounded at their suggestion.

Bentley Tunbridge Wells seemed to be completely overlooking the fact that I was the victim in this case. They had wrecked the car that I had cherished, but it was going to be me who was out of pocket.

So far, this stalemate has gone on for two months. During some of this time, Bentley Tunbridge Wells has provided me a courtesy car much inferior to the car they had wrecked.

Communications with Bentley have been appalling. On several occasions they have failed to return my calls, sometimes claiming they had been “too busy”.

They say my repaired Bentley is ready to be picked up, but I have repeated that I don’t want it back because it’s value and saleability would have suffered dramatically because of the accident.

I have phoned Bentley head office customer services department, but they said they could not help resolve the problem.

While Bentley Tunbridge Wells freely accept that they are solely to blame for crashing my car, it seems that there is only one loser – me!

Visited today with sister, very warm welcome from the staff, and of course, fabulous Cars on show. Thank you to the staff.

I took my Bentley here for a service. Not overly impressed with the service or that the stains from the cloth they put on the front wings to protect them from the engineers were not cleaned off ( despite my car being washed by them) they also didn't complete the service book to my satisfaction. Very average considering I was the only customer in the building. Just to add that I emailed the head of business several days ago as he kindly responded to this review. Hopefully he will reply at some point..

Edit. No help whatsoever from the Head of Business. Time to go back to Customer service 101, so lose another star

I had the best customer service experience ever thank you and hoping to see you again soon

The worst customer service experience I have ever experienced, aftercare skills are zero after buying a car, and it broke down less than 24 hours into ownership. It took over four weeks to address the issue. Tim was rude & inefficient in resolving the issue. I returned the car. Throughout the whole problem process, I don't think I have ever been mistreated or ignored. Avoid this dealer at all costs.

I would like to thank your company for the fantastic service given by Tom (service manager). He went out of his way to ensure that we were happy with the outcome of our request. Our car was very well looked after and nothing was too much trouble for Tom and his brilliant team. I would highly recommend Lamborghini Tunbridge Wells for their attentiveness and care. Thanks again!

I had my car serviced last week and the service was excellent. I highly recommend Tom and his service team. Paul sent a very thorough video of work to be completed prior to being carried out. Very efficient and lovely staff on site.

Had a vehicle serviced there recently. The team were helpful and took the time to explain all the things that I needed. Tom was the main chap who I dealt with. Kept me updated all the while my vehicle was there . Very professional