Van Mossel België Reviews 

Great service at Van Mossel Lier. Friendly staff, clear communication, and my car was ready at the agreed time.

I entered the dealership Land Rover Dealership for the maintenance of my car. The Service Advisor showed me a place where I could perform work-calls privately.
After the service I did not only find my car fully maintenanced but also car washed! A bottle of refreshing water waiting for me inside the car.
What an experience!

They forced me to take the premium delivery package first, even though it was optional. I needed to get a part fixed under warranty, and I was asked to send them an email so they could contact the repair garage. Now it has been 24 days, and I still haven’t received any response. What is this warranty for?

This is the first time I have written a review of a company. I am usually very patient, understanding and willing to see the best in people, but I feel it necessary because of the terrible (and at times bizarrely bad) customer service provided by Van Mossel Zaventem. We have just bought a used car from them and there were so many issues that it is easier to provide bulletpoints:
- Before signing the contract, the salesperson tried to convince me over a number of hours (by phone and in writing) that the standard 12 month warranty would only be included if I paid for a 399euro delivery package. When I asked him to send me a contract without this package included, he even falsified a contract, with handwritten information claiming a warranty wasn’t included. Van Mossel’s own AI chat told me that no payment was needed for the warranty. I understand and accept upselling, but this was plain lying.
- Whilst this back and forth was happening, his supervisor tried to pressure me, claiming I would lose my reservation of the car if I didn’t make a decision, which told me that this was not a single salesperson trying to make some commission, but a company culture.
- Before signing the contract, I was told that the process of finalizing paperwork and delivering the car would take 1-2 weeks. After 2 weeks with no progress, my wife called the salesperson who told her “I told your husband it would take 4 weeks”. We planned to go on holiday with the car 4 weeks from the purchase date, so we would not have gone through had we known this.
- Despite the car being on the forecourt, the paperwork took three weeks, at which point we discovered it was an imported car, which can take longer to process at the point of registration. When questioned why they hadn’t let us know this, the salesperson later said “I didn’t even know – we don’t know this when we are selling the car”, which is a crazy way of working.
- There were so many delays that we were unable to go on holiday with the car. Despite writing to the salesman and his supervisor, they provided no response/apology for this. I found the managing director’s email address and wrote to him directly. He called me immediately and as a gesture, they sorted the registration while we were still on holiday, and promised a present as an apology.
- When we finally went to pick up the car, even though I had no interest in their present, none of their staff mentioned it, so as we were leaving, and just for some accountability, I had to request it. They gave me a branded toilet bag and an umbrella for the inconvenience they had caused. Not even remarking on the quality of the present, the fact this message wasn’t passed on told me of the terrible lack of internal communication as well as external.
- The final icing on the cake: we arrived home to find that they had not included the charging cable. I called them immediately and they said it would be sorted. I got a message the next day saying they had the cable and asking if I could come and collect it. Out of principle, and because we have a newborn baby, I told them it was their responsibility to get it to us. After numerous messages and another email to the managing director, it took them TEN DAYS to drop the cable off at our home (+/10kms from their showroom).
Communication and transparency was so poor throughout this process – we were shamelessly lied to, and even when it was acknowledged that the service had been bad, they still managed to mess up with the cable. It felt like something from a (bad!) sitcom at times, and we are still trying to work out whether the main problem is poor skills, negligence, bad faith or a problematic working culture. Whatever it is we were astounded at the lack of professionalism we encountered at Van Mossel.

Went there for periodic maintenance A in the Brugge point, and, for starters, was charged more than twice the price of it, since that wasn’t bad enough for this criminal organisation, got 3 warning messages just 2 days after taking the car back and they charged another 600€ to replace 2 sensors. The car had no problems at all prior to going there, for 4,5 years, but they stated that the issues that appeared just 2 days after they got their hands on it was just a “coincidence”…
Never go there, they break components to force you to come back and rob you again!