Carsa Reviews 

Shocking company!

I would AVOID this company at all costs.

I initially booked a test drive for a Jaguar iPace that I liked the look of and requested further details on the car, specifically battery health. I took time off work and arrived at the Gloucester branch to find that the car was not there. Although frustrated, I managed to book a test drive the day after, and again (3rd time) requested a battery health certificate prior to my test drive. The following day i arrived and test drove the car (Even in a messy state inside). I again asked for a certificate before proceeding with any potential purchase and was told that they would get it done and sent the following day. I received nothing because my email address and name was spelt completely wrong, which was fine and i corrected with main head office. I am still waiting for that certificate.....

I decided to give the company another chance and requested to test drive a Tesla Y model. Fortunately this was already at the Gloucester Branch, so I arranged a time to test drive it. This time the car was in good condition inside and out (apart from some scuffs on the back seats), but it had 10 miles left on the charge. Not to worry, I liked the car for the short test drive and asked for a battery health certificate. I again had to wait and chase before i finally get a cert sent through. All seems fine until i notice that the certificate is for a standard range Tesla and not the Dual Motor AWD that i tested (Wrong cert). I again had to call up to query the cert and i finally got the correct certificate

I'm ready to purchase the car, so i confirmed with the branch that i would like to proceed and to get the car fully valeted, including the back seats. Unfortunately due to commitments I advised the branch that I couldn't pick it up and I arranged a slot on Monday. In order to proceed i received an email from the sales rep asking for a reserve deposit to hold the car , and if content i would receive a link to do this by the manager. I responded to say fine to proceed and waited on Sunday to get an email link. Shock horror I received no email. On Monday morning after looking at insurances on Sunday evening, I called up the company as i noticed the car I had agreed to buy had a reserve. I assume this is under my name, but i called up head office just to confirm. No, the car is now reserved for a test drive in a couple of days time! I called up head office who informed me that they would jump on it urgently (Nothing back). I then emailed the sales rep and get a response to say the reserve is being removed and once done we can progress with purchase and pick up. Nothing for 2 days. I've now purchased a car through Car360, which has been a breath of fresh air.... I'm still waiting for a response from Carsa 3 days on.

I very rarely write reviews online, but this had to be posted. Absolutely shocking, from head office through to the branch itself. They are cheaper cars but be warned that if its this hard communicating with the company when purchasing the car, imagine how bad it is if you have to get your motor fixed!

Absolutely horrendous customer service and care. Paid deposit and about to take the keys for them to tell my mum her new car HAS NOT GOT AN MOT. Make promises they don’t keep. Fail to deliver even simple communication. AVOID BUYING FROM HERE AT ALL COSTS. Truely would never touch this company again with a barge pole. Have made a formal complaint and am yet to hear anything.

Would not recommend buying from here. First of all, going back to purchase day in Feb, I got told everything was ready for collection but then spent 5 hours in the showroom waiting for finance payout. I asked if the car was fully charged and told yes, it wasn’t it had 50% (120 miles) and my journey home was 70 mile.

Whilst driving home I noticed a shake through the wheels into my steering wheel when driving over 50mph, reported straight away (did they even do a safety check?) and was told not to worry, we’ll get it sorted. It took 4 months to finally get it sorted after being passed from pillar to post. I am now still chasing the refund for what I have spent trying to fix this (5 months down the line)

The car also came with 1 actual key & 1 activity key, told me this is how they come now…expect it’s not. When trying to pair to the app it can’t detect the 3rd key so will not let me gain access. Customer service said vovlo can remove the missing key for £150 and said they would cover the cost however I am yet to see this cost.

The worst and most infuriating part is you cannot call the after service department. Instead you have to email them and they take “24-48” business hours to reply to each email, although I waited 5 business days on 2 occasions for reply.

Absolute shambles and just wish I had of shopped elsewhere.

we are now almost 7 months post purchase, since writing this review I have had no further communication from Carsa, nor have they reimbursed costs that I have spent sorting the issue & I am also still unable go pair to the app as they still haven’t sorted the issue with the missing key. Safe to say I still do in fact wish I shopped elsewhere.

We recently found a vehicle we were interested in and paid the reservation fee to have it moved closer to us.
We were informed the morning of the test drive that the vehicle had not been moved due to a transport issue. When I called to clarify this I was told that their system doesn’t always pull online reservations through, even though payment had been taken.
We then arranged a further test drive and the vehicle had still not been moved when this came around.
I called a week after the payment was made and asked for an update as no contact had been attempted by them.
It was only then that I was informed that there was damage to the vehicle and they were going to repair this.
Finally, the last call I made was again to get an update and this is where they told me that the part had arrived but was not primed or painted and that they needed to do this before moving. I was told I would receive email communication of similar cars we could take a look at and a further update in relation to the vehicle. This never happened.
After two weeks of waiting I requested the fee to be refunded and there was still no acknowledgment of an update or an apology for the inconvenience.
I appreciate that these types of things can’t be helped but the lack of communication provided by them was quite poor and caused a lot of frustration and inconvenience and likely won’t use them in the future.

Great experience with Carsa. Friendly, helpful people. Very little hassle - was able to drive away in little over an hour.

Great customer service. I was given time to ask questions. I was welcomed with smile and treated with respect.

I booked to see a car at the Durham branch. The car wasn’t there to view when I called at the branch, (have a look at my previous posting of Carsa car viewing debacle) The car registration is LM72VUE. The booking fee of £39.00 It was easy to process but it has proven difficult to organise a refund. Apparently you have to go through an "APPLY" process to get your own money back! This just plain silly! It should be automatic if carsa make a mistake. In my attempts get my refund no one seems to be there to answer the phone. Surely it should not be this hard to get my money back on the mistake carsa has made? CARSA PLEASE REFUND ME. It’s a debit card transaction - it only takes a moment to process this type of refund.

Norris saved the day. After identifying a few issues with the car Norris was quick to sort things out. Very polite and knowledgeable anyone dealing with him will have a great service.

Wonderful customer service experience.
Joccoaa was brilliant all through my visit

UPDATE: Reduced my rating to 1 star. I have returned the vehicle and relevant documents, but the customer care team are trying to get me to sign a document that labels me as a 'seller' with no mention that i have exercised my statutory right to reject. I refused to sign something where the details inaccurately frame the transaction, and my response was that this would delay my refund.

Purchasing a car was easy. The sales team at Portsmouth was great, except one sales executive called 'Callum'. He was very interruptive and argumentative when i stated that the vehicle had less than 3 months MOT (Carsa's policy, as he told me prior, was that they don't sell a car with any less than 3 months!). He then proceeded to tell me to just 'take it and be done with it', with no care for our concerns.

Picking up the car, we requested to be dealt with another sales representative. Guy had looked after us and was so reassuring to deal with. He listened to our concerns, ensured we were happy with everything and sounded much more professional. Hats off to him!

3 days after picking up the car it developed a fault. I initially rang Carsa customer service and drove over an hour to Eastleigh, as per their request, so they can run a diagnostic, where the technician confirmed the fault and took photographic evidence. I was given the option to reject or repair the vehicle, where i had chosen to reject. I didn't feel comfortable keeping the car.

It has been days of constant back-and-fourth to try and get in touch with them. I handed the car back to the branch in Portsmouth alongside the documents and items, and was told that i would be contacted soon. But trying to get in touch with customer care is awful. Their whatsapp system is just AI and can't actually do anything, and they don't respond to emails. When you do try to ring up, it either cuts you off saying they're 'busy' or the team are no help on the phone. A lady i had spoken to, Robin, was rude and clearly was rushing to get me off the phone when i expressed that i was not happy having a faulty car i cannot drive and being £16,500 down.

It is a shame. Should the rejection have gone smoothly, i may have purchased another car with them, as it was an easy process and they have a wide selection. But as soon as they have your money, they don't want anything to do with you.

Had a really good experience when buying a car with Jay and Ellie, everything was explained throughly. Had a very good experience when collecting the car with Karan.

I only give 4 stars just because wasn't told on arrival what I will need to do transfer not payment

Really great service from Jordan at Towcester sorted a small paperwork issue we had our end. Very knowledgeable about all the products and warranty’s on offer very friendly and can’t do enough for the customer.

Excellent service purchasing my Audi Q5. Hamzah helped me and I couldn’t recommended him enough. I would use Carsa Bolton again.

Dan was great - patient and clearly explained all our options. Fabulous service - would recommend

Radu gave me a great service. The level of professionalism is out of this world. I enjoyed every step of obtaining my new car. He's a 💎.

Jack and Sam we’re really helpful, really supportive in making sure I got my finance sorted and was very transparent about my car purchase and finance deal.

We recently bought our BMW 330e Hybrid X Sport Touring from CARSA, and I genuinely couldn’t be happier with both the car and the whole buying experience.

From the moment we arrived, the service was excellent. Chris looked after us throughout and was friendly, knowledgeable and professional without ever making us feel pressured. He took the time to talk us through everything we needed to know, answered all our questions and made the whole process straightforward and enjoyable.

I’ve now had a little time to get to know the BMW and I absolutely love it. It’s my first plug-in hybrid, so there has been plenty to learn, but I’m genuinely delighted with our choice.

Buying a car is a significant purchase, and good service makes a huge difference. Chris and the team at CARSA made the whole experience feel easy from beginning to end.

I wouldn’t hesitate to recommend CARSA to anyone looking for their next car, and I would certainly be very happy to buy from them again in the future.

Thanks again to Chris and the team. Five stars from us.