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CB Car Dealers Citroen service costs, lack of professionalism, time spent
Citroen

Citroen review: service costs, lack of professionalism, time spent

M
Author of the review
6:37 am EST

I am contacting You directly because i have no other sollution. On the Comapany's Website is no Email adress for the Garage, for the Reception Desk or for general Enquaires. I have contacted on Email the general manager and owner of the company directly, and three of the Directors without any kind of reply since 09/01/2020. The Only way to contact them was through Telephone - and since Wendsday 08/01/2019 their Telefone System is broken, so i have to to wait untill somebody from the Bureaus answer and get on the Phone somebody from the Garage. I did have spoken with them personaly on the phone daily since my car has been left there on 5 January, and my parents stayed in Leuven at a Hotel for three days until Wendsday 08/01.

The car engine of my Citroen Jumpy started to work badely on sunday evening the 05/01/2020 on the way back from Brussel towords Germany. I have contacted ADAC Pannenhilfe Auslands and managed to be transported to Panken Citroen Dealer in Leuven. The driver from Europe Assiestence made a quick computerized Diagnose Test and informed me that the AGR or the Turbine are not working properly. He did tried to repair the car unsuccesfully. He did not charged for this attempt wich lasted 15 Minutes.
On Monday Morning my father went personaly to the Garage 2 times, and I have spoken personaly with the Service Manager who informed me that the Test will be done later that day, and that he will contact me through SMS for the results, because he only speacks French and Flemish. On Tuesday morning my father went back again and get the information that they did not make the test, and they will keep us informed, but they cannot promise the repairing untill they do the Diagnose. On Wendsday morning i have tried for 2 Hours to reach the company by phone, managed to speack with the Garage Manager and found that the AGR Ventil is defect, and thy can repair this in about one week. I did explained them that this particular AGR was changed in the spring of 2019 and it is possible to be something else wrong, but they've asseured me that only this is the problem.
My parents, wich are 75 years old, had to stay at a hotel for three days in Leuven hoping that the car will be fixed, but until Wendsday not even the Diagnostic was made. Only when they have received the telephone from ADAC Germany asking for the clearence for my car to be transported in Germany, they made quickly a software Diagnosys for wich they asked 150e. In Germany a similar one costs 20e, and in Romania 10e. In Leuven, the price for the electronic Diagnostic costs between 32e and 43e according to this Internet finding portal:
https://www.idgarages.com/fr-fr/devis/leuven/280101/CITR/JUMY_JUMC/81412?lng=4.7005176&lat=50.8798438&perimeter=20&sort=best&dir=asc&slug=garage-leuven&page=1
After talking to ADAC, they offered to transport the car in Germany as soon as possible, after i will pay the dignostic tests. I have asked immediately ( Wendsday 08/01/2020 - 11:45 ) to send me the Invoice via EMAIL and give them my Email adress, the custumer name and all the details for the Invoice.
On Thursday evening(09/01) i have tried again to reach them bi Phone without success, and contacted them via Facebook - Messenger. I did get a Reply on this message on Saturday morning. On Friday 10/01 i have contacted again the Company via emailing the Owner and three other Directors, because there is no general enquiries Email Adress. No answer to those emails until now. On Monday 13/01 around 10 AM I complained at the ADAC Germany and explained all this husstle, and they promissed me to contact them and send me quickly the Invoice so i can pay it. They've also explained me that the Panken Company is charging 10e/day as Parking costs for my car. I have received a wrong Proforma Invoice on my email adress at 11:35, sent by Mr Frederick Steens, made unfortunately on a wrong name and without having their Bank account data ( IBAN) where i can pay. I replyed immediately at the same email adress and at the other 3 Email adresses i had. No reply what so ever.
My wish is just to get back my car as soon as possible. In order to do that i must pay the enormous diagnostic Invoice ( wich consists of 19e for Computerized Diagnostic and 100e for Labour ?), and only then can ADAC organize the transport, together with other cars. That means that if the Truck will come there and the Invoice is not payed, it will be my Foult and i must pay the ADAC expenses, and leave my car there.
I want also to complain about the mistreatements my Parents ( 75 Years old) and I have been caring the whall time. Also for the way they charge 100e for a 10-20 Minutes of work for a computerized diagnostic. I did not ask for any labour. Also important is that the Due datum of the Invoice was one and a half days before the Diagnostic procedure. How did they know it will last and involve such a big amount of time? If the Invoice was written on the 6 January, why did they not give it us while my Father was still there, and wayted one week to do that? Also I want to complain for the difficulty of reaching the informations in an acceptable time frame, the impossibility to reach somebody and the lack of proffesionalism. The Quality management is in today's world a must for such an international representative company. Their Internet Site, communication possibilities and phone lines are only in Flemish. I found unnaceptable to treat the client so badly, no metter what age and value they are.
I hope my complain will make a change for the better regarding their next customers.
With special thanks,
Dr. Cristian Marin
In der Freiheit 19
Solingen 42653
Germany

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    6, rue Fructidor, Paris, 75017, France
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