John Charles Motor Group

Very poor overall experience with this company. Van was purchased at a distance and delivered too me. On delivery and subsequent drive home electrical issues where discovered:
Radio not working, windows not working, electric mirrors not working.
Further inspection found no spare tire, or jack.
Was promised these issues would be sorted. Waited weeks for a replacement radio and jack,
Still as promised spare tire not been replaced.
I would be very cautious with these guys, especially worrying when the person you purchased off Is the only person to review his own company. AVOID not trusted company

We purchased our new car through the John Charles Motor Group, from contact via autotrader to receiving the car we all in all had a good experience. We had some repairs that we asked to be completed prior to purchasing the car and these were carried out. The free home delivery service was a massive benefit to us and the car was delivered on time and safely. All in all a great experience and we would happily use them again.

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.

I bought a van from this company and within 2 days the engine management light came on. They tried, and failed, to fix it - spending £130 on the "repair" at a local garage. The light came back on and it was looking like a repair bill of up to £800. They fobbed me off week after week saying they'll get it collected, or they'll book it in near me, or they'll arrange a date for me to bring it back. Then I heard nothing back. I got in touch with them again and they said, oh the owner says you've got to go through the warranty company now, we're just waiting for them to book you in. Surprise surprise, the warranty company have no record of any contact with them about this.

It's been forwarded to the owner again and I've heard nothing. I've heard nothing from the warranty company.

Do yourself a favour and avoid this company. I've given them dozens of opportunities to meet their moral and legal obligations, and they've failed.

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, Thankyou!

We live in Canada and required a diesel truck with right-side steering. We found John Charles Motor Group online from autotrader.uk. Our sales rep was David and he was the BEST! He face timed with us and drove around the compound so we could see they were a reputable company. He showed us every detail of the truck inside and out including under the hood. The only thing we didn’t do was drive it! David even found a shipping company in Southampton who would ship the truck on a vessel overseas. David was prompt in responding to ever text and every call even with a time difference of 5 hours. The entire transaction was seamless! I highly recommend dealing with David at John Charles Motor Group. His customer service skills are admirable, and I can’t thank him enough for his efforts and time. We love the truck! It’s everything we wanted and more!!!

Placed a reserve deposit on a Toyota proace of £100. I’ve not contacted you via email and phone 6 times to get this back as I no longer want the vehicle. You said you were sorting it, it’s been over two weeks and still no refund!!! Not good enough.

Went here yesterday with my son to purchase a van.Fraser the salesman was very helpful and there was no pressure on us to buy.
They do have a good selection of vans and we eventually purchased one of them.
Would certainly recommend a visit.