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Original poster

Please help, car problem, I’m so upset

13 replies

Formyfriend2 · 02/09/2023 02:40

hi- hope it’s ok to post here for some help or advice.

I purchased a car on finance from a very well known dealer. The car turned out to have significant damage- i had only had the car for 10 days at this point- and had to go to a specialist garage to be fixed. It turned out the damage was significant and not something I had done (in the 10 days of owning the car) and was a pre-existing purchase that hadn’t been discovered or declared when I purchased it. I wasn’t happy and wanted to hand the car back but was told I couldn’t as they had to have 1 chance to repair it. Citizens advise confirmed that to be true. I picked my car up today after 4 and a half weeks of not being able to drive it.

i only had the car for 10 days and then it spent 4 weeks being unable to be driven. I had to fight tooth and nail with the branch to receive a goodwill payment for the fact I had payed my first month of finance and the car had been sitting in their garage for 4 weeks so I was unhappy about paying- they said they gave me a curtesy car so didn’t have to reimburse my finance for my car but the curtosy car wasn’t even close to the value of my own car. So I was effectively paying the monthly cost for my fancy car and driving a car not close to that value for 4-5 weeks. They tried to fob me off and speak to me as if I was a silly little girl. So I dug in and dug in and they agreed to reimburse my finance. I’ve also had the hassle of driving the car up and back down to the specialist garage etc to drop it off (it’s 30 miles to drive there from my house) and then again to collect it today. Back and forth that’s over 100 miles. I was glad to be told I would be reimbursed and thought it would all be over…

I picked the car back up today. The damaged part has been repaired to the best they can but looks shit- there’s 2 very obvious parts where it’s been repaired. That’s the best they can do without replacing the entire thing which they’ve said they will not be doing. They’ve said they fixed the car and it works fine now, but aesthetically it looks rubbish and will absolutely affect the trade in value. And if i knew my car would have these marks I would never have purchased it in the first place.

I went back to the garage tonight and was spoken to like shit by the manager who told me to be grateful for the monthly payment reimbursement (even though that’s for the fact I didn’t have my car for over a month after buying it) and I told him I’m not happy as I’ve been left with a damaged car and am effectively paying for a car which didn’t have this damage when I purchased it. He basically said they won’t do anything about it, won’t take it back because technically it works fine now, won’t take any money off my monthly payment and was unbelievably rude. I told him it will affect the resale value and that they would deduct money off if I traded it to them in that condition and he said no it wouldn’t and I didn’t know what I was talking about etc

it sounds pathetic but I’m so upset. I worked so hard and this was my dream car and I feel like I’ve been completely scammed. These marks DO reduce its value - ok functionally it’s fine but aesthetically it’s not- and now I’m paying for a car which was meant to be in good condition and I’ve been left with one that isnt

does anyone know what to do? I feel completely ripped off and scammed and I really don’t know what to do. Thanks x

OP posts:
Original poster
Formyfriend2 · 02/09/2023 08:36

Bump x

OP posts:
Exasperatednow · 02/09/2023 08:39

I think I would contact a solicitor. What you've bought isn't what was described.

FlyingFlamingo · 02/09/2023 08:48

As you bought on finance I would contact the Financial Ombudsman Service, not all garages are signed up to the Motor Ombudsman (mine wasn’t so the FOS helped me to get a resolution when I had an issue). Good luck!

Summer2424 · 02/09/2023 08:55

Hi @Formyfriend2
I'm so sorry you're going through this xx
20 years ago i bought a car from a car dealer. The exhaust started playing up within days so i took it down to Kwik Fit, they said the car is literally rotting. I then found out they had got a fake MOT certificate. I'll be honest i had to go back to the car dealer with my boyfriend and they returned my money but me on my own they were refusing to listen to me, not sure if it's because i'm a woman.
Is there anyway you can get out of the finance part of it via a bank loan, their interest rates might be lower, pay the car dealer off and you'll own the car outright. Then go to another car dealer and get a part exchange for another car. Hope this gets resolved xx

Weighting · 02/09/2023 09:12

As above motor ombudsman. But write/email the garage first. Do it sooner rather than later.

Set out everything in a timeline from date of purchase until the last time you spoke to them. Set out what you said and what they said.

In case they are under any illusion, header it as “complaint” and start the letter/email stating that it is to be treated as a complaint.

Add in any photos - screen shots if you have them from their sale of this car and photos from now showing the repair that spoils the look.

They have eight weeks to respond. Then you can go to motor ombudsman if you remain unhappy.

Good luck.

MumblesParty · 02/09/2023 09:19

I’m a bit confused. Am I right in thinking the car had a mechanical fault, and in the repair process they caused a cosmetic fault? So they’ve scratched the paintwork or something like that? Are they actually denying that?

VisionsOfSplendour · 02/09/2023 09:23

What was the problem that you couldn't see when you bought it but can now see the repair. Is it bodywork or mechanical?

AnxiousPangolin · 02/09/2023 09:25

I would also keep your written communication with the garage factual and to the point. Don’t go on and on about being so upset, dream car etc. as it just detracts from what you’re saying and looks OTT. I also wouldn’t accuse them of scamming you.

Be clear about the timeline and the outcome you expect.

Zippedydoodahday · 02/09/2023 09:31

Check if your home or car insurance come with free legal cover. If so they may be able to help.

Viewfrommyhouse · 02/09/2023 09:32

Citizens Advice advised you wrong - if you could prove the fault was preexisting within 30 days of purchasing, under the Consumer Act 2015, you have the short term 'right to reject' and get your money back. You didn't have to allow a chance to repair.

SleepingisanArt · 02/09/2023 09:38

If they have caused damage whilst repairing the car then they should repair the damage caused. (Garage smashed a back bumper when reversing our car, with sensors, which they were servicing - they replaced the bumper.)

Original poster
Formyfriend2 · 02/09/2023 09:50

Sorry I’ve not explained it very well. It’s a soft top convertible roof and it turned out the roof was significantly damaged from the previous owners. I had it for 10 days and on day 11 it started raining outside so we realised there was a problem with the roof because the water was pouring in.

there was 2 choices in how to repair it- either do a patch repair on the holes or replace the entire roof. They chose to patch the holes as it was cheaper but it’s obvious where the holes have been patched. It looks like 2 areas of worn away fabric on the edge of the roof and looks really crap tbh. It will undoubtedly affect the value of the car because the roof isn’t intact. The original holes weren’t visible and were smaller but the repair is visible and the patched areas are bigger. So when I purchased it the roof was intact and wasn’t damaged but now it’s got areas of worn away patches on it x

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