Mumsnet has not checked the knowledge, experience or professional qualifications of anyone posting on Mumsnet Talk and cannot be held responsible for any advice given on the site. If you have any serious legal concerns, we would suggest you consult a lawyer.

Well known car dealership and "refundable&quo t; deposit

(60 Posts)
Logg1e Tue 25-Mar-14 07:30:59

Last week we were encouraged to pay a £100 refundable deposit on a car.

We went to buy this car this week, but they had made a mistake with the tax disc, apologised when I spotted it, but said they wouldn't recompense me for it (I didn't even expect them to change it - said I would if they covered the extra cost!!).
I said in that case I didn't want the car. I play straight and expect them to. Fair enough they said.

They said they won't return the £100 deposit as the V5 is already on its way to us (I doubt it as they only had two hours' notice that we would buy the car). They said they will only return the deposit when we take the V5 in.

Can anyone shed any light on this situation?

Livvylongpants Tue 25-Mar-14 14:49:33

It's very stupid and obviously the sales guys fault as the DP agreed with you. This is how it works. Sales guys give paperwork to admin, admin full it all out and bring it to accounts (me smile ) I write a cheque and hand back to sales admin, a driver (or sometimes a salesguy) takes the cheque to the post office and gets tax disc. So it goes through a few hands.

Its happened before, we just take £10 or whatever out of petty cash and give to customer there and then. However we are statstone rather than EH but the same parent company owns both so I imagine the system is the same

Logg1e Tue 25-Mar-14 14:10:17

The mistake was perfectly understandable (although the salesman told me it would be him personally going to the Post Office to tax the car). I didn't have any problem with the mistake, I had a problem with their attitude of "we made the mistake, we apologise, but you're going to pay for it".

Livvylongpants Tue 25-Mar-14 14:01:25

I think it's just lack of communication between sales guys and sales admin (who do taxing etc)

Luckily I have nothing to do with cars. I just fiddle with numbers upstairs :D

Logg1e Tue 25-Mar-14 13:40:04

I can't see how they benefit, as it's itemised.

Livvylongpants Tue 25-Mar-14 13:35:36

-- nd yes you'd be amazed how often the cars 'accidentally' get 6 months tax at EH-- whistles I said nothing

Livvylongpants Tue 25-Mar-14 13:32:38

That's great to here logg1e. Always go to the DP, they know what they are doing. I hope he gives the sales guy a kick up the arse as what he did was wrong.

is very glad I don't work for Evans halshaw

VivaLeBeaver Tue 25-Mar-14 11:55:32

That's good. Hopefully the staff involved get a rocket up the arse.

Logg1e Tue 25-Mar-14 11:14:09

So, update got through to the principle dealer as Livvy advised. He wasn't happy with the situation and said not only would I of course get the full refund and should have got in then and there, if I'm still interested the car is ours (on the terms agreed re tax) and they'll sort it problem-free.

So, after feeling really emotional about it all and the amount of wasted time, it looks as though it will be sorted out brilliantly by the company.

Logg1e Tue 25-Mar-14 11:09:43

Update!!

Viva it wasn't a car we loved, and I was happy to walk away over the principle of £10.

Santas no haggling - this is what I mean, we played it straight, researched the car, it was a fair price. I'm happy to pay a little bit more for the sake of 3 months come back should anything go wrong and knowing we're getting a car that's been serviced etc.

Piglet it was a new salesman, and I do believe he was going to get it checked, because he was getting everything checked - how to use the computer etc.

PigletJohn Tue 25-Mar-14 10:18:33

"The sales man kept going back to his boss to check everything, so it was the managers decision."

ha ha, that's an old trick. The salesman says "I'll try to fix it for you, but I have to ask the boss," goes off and has a cup of tea and a fag, comes back and says "I really argued your case, but he says no"

If you are negotiating with an imaginary invisible person, you have to say, "OK, I'll come with you"

Its not a tenner though is it, its the £100 deposit.

Also, if the price you agreed included 12 months tax, then they owe you the difference between 12 months tax and 6 months tax. Not just the difference between 12 months tax and 2 x 6months tax.

Keep at them. Just the salesman's attitude would have me soooo blazing that I would not stop till I had either my deposit back or the tax disc plus a refund of the other 6months worth of tax that they included in the price.

IMO this may be a way of them sneaking up the profit of a car by a few quid each time. On a higher-tax type vehicle this could be a difference of a few hundred pounds for 6 months tax. Wonder if 'forgetting' a buyer wants 12 months tax is a regular thing for them? I'd get on to trading standards and see if they can send some secret shoppers in to check ......

SantasLittleMonkeyButler Tue 25-Mar-14 10:11:29

Had you already haggled the price of the car down to £7000? If not, I am struggling to believe that they would throw away a sale for the sake of £10 shock.

I know little of the legalities, but that just isn't good business sense at all is it? confused

VivaLeBeaver Tue 25-Mar-14 10:02:56

In that case walk away. If it was a car I was in love with I'd shelve my principles for £10. grin. But if I didnt love the car I'd walk.

Logg1e Tue 25-Mar-14 09:24:43

I have the Principle Dealer's name but the number is the general showroom's number. It rings once and is then "hung up". Will continue to try when I can.

Thanks for understanding, I feel as though everyone has understood me and you've been absolutely wonderful this morning.

I was distracted during the morning routine, left it all to my partner really, and will want to make up to everyone this evening.

Damnautocorrect Tue 25-Mar-14 09:04:44

Thing is in that situation you do feel like your hands are tied and you have no choice so don't beat yourself up. When you are made to feel like that it just makes you want to walk away. It's such bad customer service for what should be a nice experience. It's exciting getting a new car and this should be reflected in their attitude.

Livvy your right yours is the nice bit of pendragon wink

TheBeautifulVisit Tue 25-Mar-14 09:02:55

You aren't arguing over £10, you are arguing over the fact that the dealer broke the expressed terms of your contract.

Your purchase is covered by the Sale of Goods Act. The car is not as described in that what they were selling you was a car with 12 months tax and the car only has six months tax.

www.tradingstandards.gov.uk/cgi-bin/glos/con1item.cgi?file=*ADV0003-1011.txt

Logg1e Tue 25-Mar-14 08:52:34

And yes, I am pissed off at myself for being such a wimp.

Logg1e Tue 25-Mar-14 08:52:16

Also, Viva I felt like they just mocking me and kind of ganging up on me, "yeah, my mistake love, I'm sorry but no, we're not going to give you £10". I was thinking "Oh, so suddenly it's 'we' is it?" and thought I just want to go home now.

Logg1e Tue 25-Mar-14 08:50:49

Livvy we're not in that area unfortunately.

I'm just working up the will for another phone call.

Logg1e Tue 25-Mar-14 08:50:04

Viva it just got to the point where I was really fed-up with them. Each time we were left sitting there whilst he went to talk to the boss. I wasn't that in love with the car, we don't need to replace our old car... I just felt it wasn't worth it.

Livvylongpants Tue 25-Mar-14 08:44:09

If your in herts/bucks PM me as It might be a dealership I know, (though I don't deal with EH much, unless we sell them a trade in)

Livvylongpants Tue 25-Mar-14 08:42:35

Yes the dealer principal, he's the gaffa! I know my DP (I work for the luxury side) would sort it out for you and get you the car, he would rather fork out than loose a sale.

Salesguys are monkeys, talk to the Dp

VivaLeBeaver Tue 25-Mar-14 08:42:00

I suppose you need to think though that yes they're arguing over £10 but so are you. I get that there's the principle of it as well.

But is it worth all this arse ache for £10?

Damnautocorrect Tue 25-Mar-14 08:40:21

It's the dealer principle he's overall manager of the whole dealership

VivaLeBeaver Tue 25-Mar-14 08:40:12

I knew it would be them. grin

The ones in our local branch are slippery little fuckers.

Join the discussion

Join the discussion

Registering is free, easy, and means you can join in the discussion, get discounts, win prizes and lots more.

Register now