Aston Martin

Last year, on 21st July 2023, my Aston Martin DB11 V12 was involved in an accident where I was hit at the back at a speed of 15-20 miles per hour while stationary. I promptly filed a claim with my insurance, and the garage initiated the repair process. However, what should have been a straightforward repair turned into a lengthy ordeal due to Aston Martin's failure to deliver necessary parts.

The majority of the required parts were backordered with an initial estimated delivery in mid-October and completion by the first week of November 2023. Unfortunately, Aston Martin consistently failed to meet these deadlines, citing issues with their suppliers and damaged parts upon delivery as reasons for the delays.

In January 2024, I personally reached out to Aston Martin Lagonda via email and phone to raise a formal complaint regarding the prolonged delay. Lucy responded promptly and assured me that she would address the issue. After several weeks of correspondence involving Aston Martin, their supplier, the garage, and myself, I was informed that the remaining parts would be delivered by mid-February 2024. Lucy also mentioned that Aston Martin would attempt to compensate for the excessive delay, particularly towards the costs of the service.

Despite these assurances, the parts were only delivered in early March, and since then, I have had no further communication from Aston Martin or Lucy. Due to the extensive delay of over 6 months, I missed my MOT deadline, annual service, vehicle tax renewal (as MOT is a prerequisite), and both the annual warranty and car tracking subscriptions expired. While Lucy discussed potential compensation, nothing concrete was agreed upon.

As we approach May 2024, my car is nearly ready for collection, and I am left to manage the costs of the overdue service, MOT, warranty renewal, and tracking subscription. Throughout this entire ordeal, Aston Martin's customer service and after-sales support have been sorely lacking.

I am deeply disappointed by Aston Martin's handling of this situation. It's not merely the inconvenience of having to cover additional costs due to their delays but the false promises and lack of proactive communication that have been most frustrating. Had I not taken the initiative to formally complain, I doubt I would have received the required parts at all.

It is disheartening to see such a decline in service quality from a brand that produces vehicles with a retail price of £200.000. I am sharing this review to make potential customers aware of my experience so that they can make an informed decision about whether it's worth investing in an Aston Martin or be prepared for similar challenges.