John Clark Motor Group - Geely Edinburgh Arvostelua 

Edinburgh Select — an absolute masterclass in how NOT to treat a customer after taking their money.

I travelled from Leeds to Edinburgh TWICE to buy this car and give Edinburgh Select every opportunity to provide a decent service. What I got instead was poor communication, poor after-sales care and, at times, complete silence.

I sent SEVEN emails raising serious concerns — SEVEN — and received no response at all. Not even a basic acknowledgement. If ignoring a paying customer was an Olympic sport, Josh and Marcus would be going for gold.

The issues weren’t minor either.

The car had serious mechanical concerns, with Audi subsequently identifying issues requiring attention, including concerns around the suspension and drivetrain/4-wheel-drive system. This wasn’t me complaining because I didn’t like the colour of a button on the dashboard — these were mechanical issues that naturally raised serious concerns about the safety and condition of a car I’d just purchased.

Then there was the bodywork.

The condition of the paint/bodywork raised concerns about previous repair/respray work and the overall standard of the vehicle I’d been sold. Again, this wasn’t some tiny stone chip that I’d decided to turn into a national emergency. I had genuine concerns about the condition and presentation of the vehicle.

And while all of this was going on, what did I get from Josh and Marcus?

Silence.

Seven emails.

Seven.

Nothing.

I had travelled hundreds of miles from Leeds to Edinburgh twice, spent a substantial amount of money on the vehicle, and when serious mechanical and bodywork concerns emerged, I shouldn’t have had to beg the dealership for basic communication.

At that point, it genuinely felt like once the sale was complete, I had become somebody else’s problem.

That’s the part that annoys me most. Used cars can have problems. That’s life. What separates a good dealership from a terrible one is how they handle those problems when a customer comes back to them.

Instead, I was left chasing answers while the car was with Audi, worrying about mechanical issues and trying to get someone at Edinburgh Select to actually engage with me.

HOWEVER — Steve and Brian deserve serious credit.

I want to make it very clear that Steve, the Branch Manager, and Brian, the Director, were completely different.

When they became involved, I finally felt like somebody was actually listening. They took the situation seriously and showed the level of professionalism and customer care I should have received from the beginning.

Steve and Brian — genuinely, thank you.

You both showed that Edinburgh Select can provide proper customer service.

The problem is that I shouldn’t have had to escalate the situation to management just to get it.

Josh and Marcus need to seriously rethink their approach to customers.

Ignoring seven emails from someone who has travelled from Leeds to Edinburgh twice and is raising genuine concerns about mechanical issues, drivetrain/suspension concerns and bodywork isn’t customer service.

It’s not acceptable.

It’s not professional.

And frankly, it leaves a very sour taste after spending thousands on a vehicle.

Edinburgh Select: you’ve got two people in Steve and Brian who clearly understand how to look after customers. Now make sure the rest of the team learns from them.

2/5 stars.

And those two stars are for Steve and Brian — not for the experience I received from Josh and Marcus.

I have recently purchased a Geely EX5 Max from the Edinburgh branch, as I was looking for a new car to replace my previous Volvo XC40 Recharge. I had the pleasure of having Peter Malcolm as my sales executive, and even although he was going on annual leave for part of the time my order was being processed, I was assured that he would be on top of tracking my order and keeping me informed upon his return. He is a man true to his word. I collected my car and went off on my new adventures! I had purchased the additional tyre and paint cover packages as part of my agreement, thankfully I had. 2-weeks later and I had a slow puncture on the driver side rear tyre. I initially reached out the the tyre company, but when I got an email advising it would be 48hrs for someone to review my issue, I was on the phone to the showroom. Between Fiona from the Servicing team and Peter, I was assured that they could expedite this for me. I arrived at the showroom at 4:20pm and within minutes the tyre was checked, I was provided with a courtesy car and advised that Peter and Fiona would get this issue resolved. The following morning I was called by Peter at 11am to advise that the tyre was replaced and that my car would be ready to collect when I was free.

What an amazing demonstration of putting the customer at the forefront of the problem and just getting on and dealing with the issue in hand. 10/10 for customer care.

A very easy process to arrange the new vehicle, Peter replied very quickly to any questions I had. Handover on time and very thorough. All round excellent service by all staff

I recently bought a new car at John Clark and all of the people I dealt with during the process were great at keeping me informed with updates about my car. If they weren't available when I called, they always phoned me back.

Just purchased the geely starray today from geely Edinburgh,their service and attention to the customer was amazing especially from Kieran Wilson at geely, his communication throughout the whole process was top class and his knowledge of the in car system and showing me how everything works was on another level to anything I’ve experienced before when buying a car! Get yourselves down to Edinburgh geely and don’t ask for anyone else other than Kieran Wilson! Thanks again Kieran…top man and first class job.

Great service from Kieran. Smooth process.

Me and family visited the showroom last week and we met Kieran wilson is the member of staff who welcomed us and explained our questions about the new car Geely Starray. Kieran was very friendly and welcoming, answered all our questions and talked us through all the process and offers.

Just bought a new Geely and could not fault the experience. Attentive and friiendly service from Kieron who patiently explained the vehicle and took us through the purchase process professionally. Very satisfied with the deal we got and looking forward to getting to know the new car.

Bought a second hand Mercedes EQC from Brian Masson at John Clark Motor Group in Edinburgh. Car was more than described. The dealership agreed to pay for the missing 2nd key without fuss. Handover was informative and seamless. Brian was a thoroughly nice and honest guy. Very straightforward and professional. Buying a car from Brian put to bed all the old misconceptions regarding car sales. A pleasure to do business. Would recommend the company to prospective purchasers.