I am writing to express my dissatisfaction with the purchase I made at your dealership (Big Motoring World Bluebell Hill). Despite signing several documents during the sale process, I feel that I was not adequately informed about certain aspects of the purchase nor was I given any documents stating Smart Protect or how to register, and the service provided has been far from satisfactory.Here are the issues I encountered: • Smart Protect and Auto Protect: I am only finding out from Creation finance company that I have Motor loan agreement in place which includes Smart protect, I’ve not had any documents to tell me I have this or how I can claim. I realised that I was not made fully aware of the registration process for Smart Protect/ Auto Protect Insurance. I was left with no information or guidance on how to register or activate this service, and the sales advisor did not clarify what I was actually getting with the protection plan, I have no documents to suggest I’ve got this protection. I called Big Motoring World 30th Jan 2025 to query about this Smart Protect agreement I just found out about, I was then passed onto Auto protect department who confirmed there is no Smart insurance protection on this account?To make matters worse, I have email proof which shows that there was no record or acknowledgment of my registration for the Auto Protect. This lack of transparency and communication is extremely concerning, and I feel that I was not properly informed about what I was signing up for. Once again this lack of clarity is very concerning and backs my evidence that you mis-sold and mislead me. What is also very concerning is we have been making contact with Big Motoring World for last 2 weeks, and spoken to several advisors from Charlie, Richard, Lilly, Jordan, Jessica and Jack and not one of them have been proactive with resolving this or directing me through to senior management who can help. I called Auto Protect and they informed me within minutes I have no protection or even had a policy, which was confirmed via email (as mentioned please see below). Therefore I am struggling to understand why Big Motoring World, is still pending a reply from Auto Protect, in addition to understanding the stall tactic driven by yourselves. This situation has been prolonged for an unacceptable amount of time, without any resolution, which is very concerning, thereby leading me to believe that there is no genuine interest to resolve this issue. This situation is extremely frustrating, I have been provided a very poor service, I have essentially been mis-led and mis-sold a service, no one is taking ownership and accountability for this situation. And as advised to all colleagues I want a refund for a service you failed to provide. For your transparency, I have involved the Ombudsman as I would like prompt resolution. I look forward to your response and a swift resolution to this matter.
