Exasperated can't even describe it

Imperial Select AND their customer service agents, have no concept of what customer care actually is.

It's truly atrocious as to what the staff I've dealt with deem as "service".

I purchased a 2014 Volvo V40 T3 on 25/09/2018, and have since been waiting on a few items since then. Firstly, I am yet to receive the new number plates and for the vehicle to be registered in my name, secondly the car was sold with a spare key, but nothing was provided, and lastly there was a damaged tyre that needed replacing. During the course of November, the car started overheating. It appeared to be losing coolant, with no evidence of leakage. So I booked in the car on 05/12/2018. I have been dealing with two gentlemen, Robin van Stavel and his manger Duncan Scott, and between the two I either get passed back and forth, or am made empty promises of "we'll get back to you", and I (the customer) have to do follow up calls to the external workshop.

If I don't get hold of anyone, calls or messages are not returned, and email turnaround times are ludicrous. Even after sending numerous mails to Hubert Bergh (dealer principal) and Michael Dovey (customer care).

At the beginning of March 2019, I was told that the the engine needed an overhaul, due to a blown head gasket, and my vehicle would need replacing. After finding a suitable car myself (2016 Corsa Sport), I have had to phone, message and email on countless occasions, with the usual case of over promise and under deliver. Waiting to close the deal for over 3 weeks!

Took the replacement car for a test drive, picked up that the wheel alignment needed correcting, and there was a sound coming from another wheel. 10 days later, when I expected to take delivery, it was discovered that the wheel bearing needs replacing, further delaying this already lengthy and miserable ordeal.

They even shamelessly stated that they would only compensate me for half of my 5 MONTHLY installments lost, due to their level/speed of service. Claiming that "I had a courtesy car in that period", begging the question is it a courtesy car or a rental car..?

I'm cannot even begin to fathom or wrap my head around this situation, from the dismal after sales service, to an nonchalant manager full of empty promises and a too busy and unreachable dealer principal and customer care agent who simply acts as a post office, passing messages back and forth. Seems as if it is too much to ask to take pride in one's job, when referring to Imperial Select.