Call Information
01179142373
4m 55s
Jul 29, 2025, 1:41 PM
VW Bath Mon Motors VW
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Original Call Recording
uploads/818dd265-dc07-48bf-b04c-b0900c4abb5e.mp3
Call Type Classification
The call primarily revolves around coordinating vehicle repairs, clarifying repair scope, and payment responsibilities rather than selling products or parts, fitting the SERVICE category.
Short Summary
The agent discussed the status and repair details of a vehicle with a representative from a body repair shop, clarifying payment and repair responsibilities amid some uncertainty.
Concerns
• Uncertainty around who is responsible for payment and potential delays in repair scheduling • Lack of clear communication between parties involved (broker, body shop, Volkswagen) • Risk of non-payment or disputes due to sketchy payment arrangements • Potential customer dissatisfaction if vehicle is not returned in perfect condition
Detailed Summary
The call involved the agent from Bath Volkswagen speaking with Mike from SJ Curtis Body Repair regarding a vehicle owned by a broker, John Hotwood, which required bodywork and respraying. The agent clarified that the car could not be repaired in their body shop until August and that payment arrangements were unclear, with the broker expected to pay. The conversation focused on ensuring the vehicle would be returned in showroom condition to Volkswagen, with the suggestion to get payment upfront due to the sketchy nature of the situation. The call ended with a mutual understanding of the next steps and the need for clear communication on repairs and payment.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 40/100 → Display: 61/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
If you would like to make a new booking or amend an existing booking, press 1. If your vehicle is currently in our workshop,
press 2. For
Hello. Bath Volkswagen.
Hello. Can I speak to Martin Farley, please? Oh, sorry. Mark Farley.
Yeah. What's your name? It's Mike from SJ Curtis Body Repair up in Warmley.
Okay.
Good afternoon.
Hello, Mark. It's Mike over at SJ Curtis.
Hi. Hi. Yeah. We picked up a gold bar earlier on.
Yeah.
I I did have a conversation with the owner here on Monday.
What have you got any information on it? What what's the situation with it?
Have you have you spoken to John Hotwood?
I spoke to
well, I rang a number. I'm not sure if it's
Martin Joseph or John Hotwood. I don't know.
John Hotwood is the broker.
We have a email so the car came in touch for repair. We repaired it. Customer rejected it with John Hotwood, who's the broker.
Right. He wanted he wanted to do some body work on it. We can't get the car into our body shop until August.
Next email we had was being picked up by your cell to be repaired.
Right. Yeah. So he whoever
we've had an estimate request from someone called.
Well, they they put on a Martin Joseph, but John
Pop email address
saying
that the damage was respraying the bonnet and
wing mirror casing and stone chips on doors, etcetera. But
is that I mean, I I don't know. We're just sort of picking the middle there. What what is the situation? Who's who's paying for it, or do have any idea?
I'm hoping that John Huckworth's paying for it.
Right. And so you so you couldn't do the bodywork. Is that right?
We couldn't get him to our body shop until all August.
Right.
So there were scratches on the bonnet that need to be rectified.
Yeah. But he he wants his car to be perfect. He's going back to Volkswagen.
Right.
So I would suggest what anything you find on that car
in terms of scratches, stone chips,
I think one wheel is damaged as well. I think one of wheels needs replacing.
Just clear for everything.
Yep.
And I'm assuming John Hope was gonna pay directly because I say we we could get into August,
but it's all very sketchy about payment. So I'd on the side of caution.
So
reading between the lines, and I I don't mean to take this if this isn't correct. Did you not wanna
did you not wanna touch it with a buyer's phone?
It was all very sketchy
in terms of who was paying
and the condition of the car, etcetera.
So we advised John,
come and collect the car. Have a look at it yourself.
Yeah. Because
you can then because with because in fairness, you were doing this blind. We're trying we were trying to do it blind. Yeah.
And the condition they he wants the car in a one condition so it can go back to Volkswagen.
Right.
So what? Did he have it why is he giving it back? Because this is, like, brand new, isn't it? Is it
So the owner
it's it's all it's all. So he's a broker.
The guy that bought it off him had an issue with the car has rejected it.
So John apparently has contacted Volkswagen, and Volkswagen are buying the car back off him. But it's gotta be it's gotta be an a one condition. So any stone chip
mark on the card you find, just quote for all of it. Yeah. So it's gotta go back as in showroom condition, is it?
I assume so. But I would be inclined once you've when if he agrees with work, is get payment upfront because, again, that was all very sketchy.
Yeah. Okay.
Alright, Mark. Alright. Thanks for that.
No problem. Take care. Thanks. Bye bye.