Hi,
I would never and haven't questioned anyone's entitlement to annual leave - but if after a letter of complaint, and two Emails and then being told that I would be rung on the friday and then finding out the following thursday (after two more Emails from me) that he went on Holiday on the Monday i think I had a right to be unhappy.
I have worked as a retail manager for 15 years and I'm well aware that things go wrong - its how you handle it. If after my original letter of complaint I had gotten a phone call and an apology I would have happily dropped it - I had to wait just under three weeks for an answer.
I had two complaints with them - first they told me I was OK to cancel my direct debit on my former car (that they were gong to settle) I was told Yes and then about ten days later I got a letter from Toyota finance asking why I hadn't paid and was threatened with a charge.
The second was that I couldnt get credit in my name and they kindly offered to get the credit in my fathers name -Which I have pointed out was very good of them. When we went to collect the car I was told I couldn't sign the V5 because the finance was in my dads name - fair enough! So I asked the sales team (2 of them) would it be a problem with the insurance I had just got with me not being the legal owner or registered keeper - they both told me it was fine. So I rang my insurance company to ask to change my insurance and they told me that under these circumstance I could not legally insure the car - I lost a fairly large deposit.
I mentioned all this in a letter to the dealer principle and the sales manager rang me back - as I missed his call I sent an Email telling him sorry and i would be available all the next day and the day after morning - he emailed back to say he would ring on the friday - he didn't, and was on holiday the following week - It took a further week of emails and being fobbed off before someone actually rang me.
In amongst all this I arranged to have my servicing done else where so their eventual offer of my first service free was rejected - largely because I had lost trust in them.
But, I am not unreasonable and as I said as a retail manager doing 45-55 hours a week I would never question someone's right to have a holiday. I just know from personal experience that if a mistake is made (and mistakes happen all the time) its the way you handle it. I also kow that behavior breeds behaviour and I was fobbed off by two of the most senior people in the building.
I would imagine that if you go here and don't have a problem its fine, but if you do I wouldn't trust them to care enough to rectify it in a reasonable time frame.
