Stoneacre Head Office - Doncaster

Nijo J.

I am very disappointed with my experience after purchasing my Volvo XC90 from Lincoln Volvo. From the beginning, I trusted the seller’s words and assurances, but unfortunately, my experience has been far from what was promised. I am sure who does the repair work they not done properly.

Not long after I purchased the car, I noticed paint peeling, which was never disclosed to me beforehand. Although it was repaired, it left me with concerns about transparency. On top of that, at the time of purchase, they are promised me on phone a complimentary ceramic coating since I bought the car quickly at the end of the year. That promise has never been honored.

Now, despite having an extended warranty, my car’s bumper paint has started peeling. When I approached them regarding this issue, I was told they “don’t know about it” and that they are not willing to fix it. This response is extremely frustrating. A warranty should give peace of mind, but instead, I feel like I’m being dismissed and left on my own to deal with problems that should reasonably be covered.

Buying a car is a major investment, and I expected honesty, professionalism, and after-sales support. Instead, I feel let down at every step — from unfulfilled promises to a lack of accountability when problems arise. Trust is the most important part of this kind of purchase, and sadly, that trust has been broken.

I hope they take this feedback seriously and improve their communication, transparency, and commitment to honoring both their promises and their responsibilities toward customers.

Michelle K.

I bought a car from Stoneacre Wolverhampton with 4 years warranty, not long after the car had a fault, It has been in for repair for a total of 9 weeks now, I've had to buy a run-around to get to work. Shocking after sales service. Cant speak to anyone to deal with my complaint. They say they will ring you back then dont. Just want my money back...

Spider

I don’t like complaining or writing negative reviews as I like to give the option to put things right first.

However, as Stafford Stoneacre were unwilling to do this, an official complaint was raised with head office.

I called three times over a 4 week period to chase the repairs on our vehicle. What followed was incorrect information being provided on multiple occasions; being told that action was being taken when this was not the case; and being told that the vehicle had been collected when it hadn’t.

The first two colleagues I spoke to were compassionate and understanding and attempted to resolve the issue, albeit without success. The third colleague I encountered was unsympathetic, disinterested and unprepared to assist. Their flippant attitude and rude tone was disgraceful. Even more worryingly, they weren’t prepared to review the situation or take the complaint forward.

The complaint was raised due to a catalogue of errors being made and poor communication which have resulted in distress, inconvenience and financial loss. It is important to note that this company are not willing to rectify errors or own up to mistakes being made, let alone compensate for the errors they have made.

The reviews for this company are nothing short of dire and it is clear that there is a total disregard for customer service.

Overall, extremely disappointing experience!

Clive R.

I gave a five star review to the Mazda garage when i purchased a new car in May 25.
However the level of service from their head office doesn't even warrant the one star given. Their attempts to sell me a service plan was aggressive and their lack of knowledge was unbelievable. Then to add insult to injury they contacted me to book my car in for a safety recall, followed by a phone call to confirm my attendance. However when i turned up at the garage, on time and asked for the person i was told to ask for, i was first told that firstly, that was the wrong person and that no booking had been made ! I was also told that they couldn't order the part or make a new booking.
No explanation was forthcoming and all i got was sorry !
I have since raised a complaint with head office.
I have since received confirmation of my complaint but the details do not reflect what i told them and they quote 8 weeks to resolve ! In the meantime i have a car with an outstanding safety recall

Holly

Absolutely abhorrent, unprofessional service from start to finish from a supposedly reputable company. I was sold a car that had no log book or new keeper slip and wasn’t even informed of this until two days before collecting and after they’d taken £6795. Despite being told there was a quick fix, It took me 5 weeks and 1 day to rectify and sort everything out with the DVLA in which time I wasn’t able to legally tax or even drive the car! All the while paying the monthly costs for it. Staff are all sweetness and light until something doesn’t go their way and then they are extremely hostile and unprofessional. I signed a finance agreement and was then told the next day to it hadn’t gone through and they needed me to re-do it but they had actually sent me a higher price one, I’m assuming to bump up their own commission. I declined to sign and ended up sorting my own out for a much better deal. Especially as there was £300 unaccounted for they had also added without my knowledge. I was advised I could still drive the car despite the DLVA clearly stating this is illegal. I was declined a courtesy car because there apparently wasn’t any in the whole of Yorkshire. I have been harassed non stop by sales people trying to sell me one thing or another. I was called up to three times a day while on holiday and sent over 10 letters despite me telling them not to contact me again unless in relation to my complaint. I tried to complain to the dealership but didn’t really find their answer or refund of a measly £97.50 (apparently 6 months tax cost - even though this is £107) satisfactory. Therefore, I went on the website to see how to escalate my complaint to head office, I completed the form which is meant to go to customer relations only for them to send my complaint back to the dealership I clearly stated I didn’t want to deal with. No-one EVER answers the phone at head office to speak to. I reluctantly did a live chat last week advising I want my complaint dealt with by head office only and was told someone would be in touch in 3-5 days. Still haven’t heard anything other than some idiot trying to sell me more rubbish. I’ve tried emailing the specific complaint email I was sent again on Tuesday and haven’t even had a reply to state it’s been received. I’ve had one reply from their head office with an insult of an offer and then radio silence again since 22/08. Therefore, I don’t hold out much hope of being contacted or getting the matter resolved without having to take things further with the FCA and trading standards as advised on Stoneacre’s complaints procedure page, although they don’t seem to follow it themselves. Wish I could give 0 stars. DO NOT USE THIS COMPANY!!

Malcolm R.

My car went into Stoneacre at Blackburn .Communication is terrible ,I've had to telephone twice for updates .I had been previously advised by the ' body work ' department that my car would be painted and returned on the today 14th July .I telephoned to ask where my car was to be informed that it would be painted today, I voiced my anger that I needed my car and have three urgent appointments .I was advised that all date/times are estimated...but no one said that to myself .I requested a car from Stoneacre so that I could attend my appointments but told "no".
I am disgusted by staffs poor communication and absolutely had no intention to help me .
Don't use Stoneacre or get completion date in writing ....they make it up as they go along .
Disgusted .

sikku A.

It was frustrating and disappointment regarding the cosmetic maintenance plan that we purchased at the time of purchasing our vehicle. It has now been around six months, and we have been repeatedly chasing Stoneacre Lincoln for assistance, but we have yet to receive a satisfactory resolution. Each time we have contacted you, we are given different stories and inconsistent information. This has been incredibly frustrating, and we feel that the level of service provided has not met the standards that were promised to us when we first purchased the vehicle. During the delivery of the car, we were reassured with assurances about the warranty and maintenance plan, yet when we actually came to use the service, we were met with nothing but disappointment and confusion.

inson J.

I’m really disappointed with my experience with this company. They rarely respond to emails and it’s almost impossible to get anyone on the phone—calls go unanswered, and if you’re lucky enough to speak to someone, they just say someone will call you back, which never happens. Customer service seems to have no respect or concern for customers at all.

Also, I strongly advise against purchasing their add-on insurance; it’s not worth the money. They provide no support once you’ve paid, and you’re left completely on your own if any issues arise.

Find another company if you value your time and money!