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?

Logg1e Tue 25-Mar-14 07:33:00

Sorry, to clarify, they stand by their apology and wouldn't rectify their mistake, so the sale was off. £7000 car sale gone for the sake of a tenner.

VivaLeBeaver Tue 25-Mar-14 07:36:11

Crazy. Its not Evans Halshaw is it?

Damnautocorrect Tue 25-Mar-14 07:37:30

Did you sign the v5?

Logg1e Tue 25-Mar-14 07:39:09

No, we haven't got it yet. I didn't sign the little slip either.

hpsaucy Tue 25-Mar-14 07:39:21

If they taxed the car for you, the V5 would have been completed and given to post office

Logg1e Tue 25-Mar-14 07:40:51

Thanks Hp of course, so that has been set in motion definitely.

Damnautocorrect Tue 25-Mar-14 07:42:46

Ok they've forged your signature on the v5 there's a get out for you.
It is true that they can't unregister the vehicle from you as it were the only way the dvla will do this is if the customer dies before delivery.

Damnautocorrect Tue 25-Mar-14 07:43:14

Did you supply an insurance cover note?

anotherplace Tue 25-Mar-14 07:43:29

Evans Halshaw? Steer clear.

Logg1e Tue 25-Mar-14 07:43:46

I've got a feeling they're going to claim that we owe them for the V5 and tax.

The car will go from having 1 owner to 2??

Logg1e Tue 25-Mar-14 07:45:35

damn yes, when we went to buy and collect the car, not before they taxed it.

Are you sure they must have forged my signature??

Logg1e Tue 25-Mar-14 07:47:05

Was going to ring the DVLA to find out some facts. I had not given any permission for anything to be done in my name.

Damnautocorrect Tue 25-Mar-14 07:47:37

Yes you have to sign the bottom section to get it put in your name. They can tax it from just the green slip (no signature on that bit) but then it wouldn't be sent off so no keeper change if you see what I mean.

Logg1e Tue 25-Mar-14 07:50:00

Damn why wouldn't they have sent off the little slip after I left the store, to cover their back (presumably because they would have to forge my signature on that?)?

VivaLeBeaver Tue 25-Mar-14 07:51:43

If the v5 is in your name I guess its your car. grin

Good buy for £100.

Damnautocorrect Tue 25-Mar-14 07:53:15

The green bit doesn't get sent off that gets given to you. The main bit (that you and the previous keeper sign) is sent to the dvla
Was the fuck up that the tax is more expensive?

Logg1e Tue 25-Mar-14 07:53:30

sad What should I do?

LIZS Tue 25-Mar-14 07:54:42

If the deposit was refundable then they have been overhasty probably because the end of the month bonus target is nearing- . The fact that the ownership will be one up is their problem if you no longer want it. tbh I'm amazed they won't rectify the tax disc issue rather than lose the sale. Was the deposit on a cc?

VivaLeBeaver Tue 25-Mar-14 07:56:24

Point out to them they're arguing over £10 and that the car will depreciate by more than £10 for now having two previous owners. Tell them if they sort out this £10 mistake you will still buy the car.

Logg1e Tue 25-Mar-14 07:59:05

The little green bit, they kept when we decided not to buy.

The mistake was that I said I wanted a year's tax put on the car, not six months. I said this in person last week and reminded them again on the phone this week when we said we'd like to come in and buy.

Logg1e Tue 25-Mar-14 08:01:28

Viva I could not believe they were willing to let the sale go over £10. I said mistakes happen, not a problem, but we'd played straight with them, no messing them about, and that if they gave me £10.50 to cover the extra cost, I would accept the six months tax.

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

I recognise that we are not great customers because we were cash-buyers rather than signing up to a finance package.

Logg1e Tue 25-Mar-14 08:02:25

Debit card LIZ unfortunately. We don't buy anything on credit. Apart from the house.

Damnautocorrect Tue 25-Mar-14 08:02:27

Personally I'd tell them to poke it unless you really want THAT car especially given they've forged your signature. Also you might have wanted to take delivery 1st April so you don't lose a month (or was that the mistake)
Take it up with Evans halshaw head office and if it's a main dealer their head office (e.g fords head office) and the DVLA.

I'd be sure you'd get your money back threaten the dVLA, some dealers have a system to tax on site and an audits a right pain especially if they've been using faxed cover notes and faking signatures

hpsaucy Tue 25-Mar-14 08:02:54

They may not have forged your signature, you can tax a vehicle using v?? Form. By taxing the vehicle the DVLA will be notified.

Damnautocorrect Tue 25-Mar-14 08:03:05

Let me guess manager was hiding in his office not coming out?!

Logg1e Tue 25-Mar-14 08:07:02

Correct Damn it was just the new salesman.

On phone to DVLA now.

Logg1e Tue 25-Mar-14 08:07:59

You think I should deal with Head Office direct?

Damnautocorrect Tue 25-Mar-14 08:08:02

Hpsaucy yes your right but that wouldn't add a keeper, unless they'd forged her signature on that form

Logg1e Tue 25-Mar-14 08:08:59

I hate buying new cars, there's such a knowledge imbalance, hence why we go to big dealerships now(!).

Livvylongpants Tue 25-Mar-14 08:10:53

If it is Evans halshaw I work for the parent company, speak to the dealer principal there, insist on it. I know our DP would sort it straight away and be extrenely apologetic, dont listen to sales knobheads people. But I work for the nice bit of pendragon.

Damnautocorrect Tue 25-Mar-14 08:12:01

I would without a doubt get head office involved.
If tax is more expensive than originally thought its an on going cost so each six months it's another tenner than you thought. Especially as you'd been reasonable and say if they cover their mistake.

Logg1e Tue 25-Mar-14 08:23:22

Ok, spoke to the nicest person ever at the DVLA.

1) The car can be taxed and whatnot without my signature.

2) Whilst I'm waiting for the V5, EH shouldn't sell the car. They haven't a log book, and they presumably have to admit it's got two previous owners if someone asks.

3) I take the log book in and get my deposit back.

4) If they refuse to give me the full deposit, I can claim the tax disc back (not sure how - didn't check) and they can buy a replacement V5 for £25.

I am close to tears with frustration.

Logg1e Tue 25-Mar-14 08:24:35

Livvy sorry to be stupid, you mean I should ring the EH store I was at and ask to speak to the "Principle Dealer"?

Damnautocorrect Tue 25-Mar-14 08:39:47

They can tax it without your signature but they can't put it in your name without your signature.

Faking a signatures common place to get things done in a timely manner but obviously the dealers open to vehicles being rejected with added keepers.

Loving the refund tax idea but you'll lose 2 months tax doing it (march and presumably you won't get it sorted before April)

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.

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 08:42:00

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?

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

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)

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.

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 08:52:16

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 08:52:34

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

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.*ADV0003-1011.txt

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

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.

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.

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

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 ......

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"

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


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.

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.

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

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

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

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

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

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

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 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 14:49:33

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

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