Opinions or advice needed on nightmare car purchase experience

stumac

stumac

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Hi people, hope you bare with me on a rather long post, Ive have kept a diary on a recent experience with a local car dealer(biggest in Northern Ireland) to me and would love opinions on what you or how you would handle the situation, at this stage I have removed any company names

26-3-15
Viewed and sold car as a 163bhp 2.0l Ford smax

30-3-15
Collected car and when called insurance told it was infact 140bhp, this was confirmed with a phone call to Ford.

31-3-15
Noticed fault where it was difficult to select 1st gear and reverse.

1-4-15
Same fault with selecting gears, wife called down as no one returned her many phone calls to report it and it was confirmed it maybe a clutch problem. She was told to leave it 24 hours. Later that day when she relayed that to me, common sense told me time would not fix the car but a visit to the workshop would, so I called Car dealer to get it booked in. Due to Easter I got it booked in for 8th April. I expressed my concern as I am a wedding photographer and had 2 weddings to photograph over Easter but was told not to panic as I had taken out the extra breakdown cover(although I dont know how that would work should something happen during a wedding).

7-4-15
Struggled with the gear problem upto now and when I went to drive to a photoshoot at a location the car wouldn't start. I phoned recovery company and was told they couldn't help as no one at car dealer had notified them of me taking out the cover. So I had to make the embarrassing phone call to my clients who at this point are standing at a location waiting on me and tell them to go home. After around 1 hour I tried the car again and it started.(car dealer is closed for Easter)

8-4-15
Today the car is booked in for the gear problem and when I get in to drive it down it wont start again. I called car dealer to let them know of my problem getting to them and I am told someone will call me back in 1/2 hour. This never happened so I organise a lift down to Car dealer to where Im told the breakdown cover doesn't start for 30 days but they will get it sorted. Car dealer gets it uplifted by the recovery company and I get a courtesy car.(a clio) I found the 30 day story quite strange so I called recovery company who told me I was told lies and that the cover starts from the moment I drive out of the showroom as long as someone has notified them(which they should have done upon me collecting the car).

11-4-15
I have heard nothing and had no updates from Car company so I call service and I am told with regards to the non starting issue "they dont know" and the gear selection problem that it may need to go to ford "possibly a new gear box or maybe not, maybe just a switch needed" so after four days of being in, no-one has a clue whats wrong with it. I am told the person in service is off on Monday so I will hear nothing until Tuesday as to whats happening next.

Im not a gambler but If I was I would put my home on the table that I will not get a phone call on Tuesday so assuming this what would you do??


I feel that since buying the car as I havent had a full day of problem free driving the car dealer may have treated this case with just a little more priority. What do yous all think???
 
I was thinking that, but I took the car out on finance so how would that work? or is it a case of having to pick another same value car from their forecourt
 
I agree, don't just ask... DEMAND a full refund.
Not only that, why hide the name of the dealer? If your story is factual and correct you've nothing at all to fear from naming them far and wide. Starting on here would be a good thing.
 
Speak with your finance company & tell them you are rejecting the car due to it not being fit for purpose .Put this in writing & send it both the dealer & the finance company .Give them all the details as you have done above.
That should start the ball rolling .
I suspect the dealer will offer a replacement vehicle , if they don't have a suitable one you should be able to get a refund - the finance company should back you on this .

If it were me...I'd be going for the refund then finding another dealer........
 
bindex said:
I agree, don't just ask... DEMAND a full refund.
Not only that, why hide the name of the dealer? If your story is factual and correct you've nothing at all to fear from naming them far and wide. Starting on here would be a good thing.
Click to expand...
Theres no ifs about it, the story is factual but I would like to wait and see if I get the call back on Tuesday I was promised. because if I dont thats even more ammo. I think im being more than (or maybe too) fair with them.
Maybe thats the problem , they saw soft touch written on my forehead. Im not a great complainer and in fact this will be my 1st complaint ever to a company.

Im a bit worried that if I get a refund then go elsewhere that another credit check will have to happen and from what Im told im more likely to get refused as it will show on my file that I have recently taken out a large amount of credit. (for the refunded car)
 
thanks everyone so far for the replies and Steep for the link
 
New dealer, new car.
As above, let the finance company know what is going on. They should be able to help you; why lose a good customer?
 
so can the finance simply be transferred over to another car from elsewhere of the same value ?
 
stumac said:
so can the finance simply be transferred over to another car from elsewhere of the same value ?
Click to expand...
No idea. Have a chat with them.
i suspect they will try to help you so they can keep your business.
 
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OldCarlos said:
Is this written anywhere, or was it just verbal? Was it advertised as such? (online, local press etc)
Click to expand...
Yes it was online but more importantly it states on my invoice smax 2.0l 163
 
stumac said:
Yes it was online but more importantly it states on my invoice smax 2.0l 163
Click to expand...

Then that makes the sale fraudulent on the part of the dealer.
 
You were sold a vehicle which differs from that which a) you were expecting and b) is on your sales document.
Go there. Tell them you know that to be true.
Was finance arranged through the dealership too?
 
stumac said:
Yes it was online but more importantly it states on my invoice smax 2.0l 163
Click to expand...
Even more interesting is the prospect that the finance company may feel that they are being defrauded by the dealership - they're providing finance on an asset that doesn't match the description on the finance agreement.

What does the V5 say?


.. and why on earth did you ever leave the forecourt with the vehicle once you knew it was the wrong model?
 
The v5 doesn't state Power and the 23bhp difference was an annoyance when I found out but at that stage not enough for me to complain as I was happy with the car ...... For the 1st day lol
 
stumac said:
The v5 doesn't state Power and the 23bhp difference was an annoyance when I found out but at that stage not enough for me to complain as I was happy with the car ...... For the 1st day lol
Click to expand...

Don't tell em that! :eek: :D

Just tell them & the finance company that you were mis-sold & you aren't happy & want a full refund. ;) (maybe a bit of compo too for the inconvenience :cool: )
 
Just to add , I didn't buy it because it was the 163 model , I bought it because in the test drive it was fantastic to drive and went like stink so power was never an issue , it was only when I went to insure it once I collected it the question on Power came up, it's just with everything else that has gone on since I'm losing patience
 
OldCarlos said:
Don't tell em that! :eek: :D

Just tell them & the finance company that you were mis-sold & you aren't happy & want a full refund. ;) (maybe a bit of compo too for the inconvenience :cool: )
Click to expand...
I don't plan to but just being honest on here .
 
Yes to sum it up I would like a refund because of the problems not because of the power issue but I can use that as another reason for the refund .

In an ideal world I just want the car fixed ....now ! rather than the hassle of finding another car
 
What type of finance? Very rarely is tge finance and purchased connected. Inform the finance but you MUST continue to pay it even after the car is returned. You are entitled to get interest back too but it won't be easy..
 
Thing is, even though you like the car and they may fix the issues, they mis-sold/described it & tbh you possibly paid too much?

IMHO I'd reject the vehicle anyway, the problems might be a constant worry even if they are sorted.

How old is it btw & does it have manufacturers warranty, or just the dealers?
 
its just dealer warranty of 6 months and its a 2010 model
 
stumac said:
The v5 doesn't state Power and the 23bhp difference was an annoyance when I found out but at that stage not enough for me to complain as I was happy with the car ...... For the 1st day lol
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Even if the V5 doesn't state the trim level, it must state the emissions figure - which is different between the two engine power levels - http://www.topgear.com/uk/ford/s-max/specs

Good luck..
 
stumac said:
Yes to sum it up I would like a refund because of the problems not because of the power issue but I can use that as another reason for the refund .

In an ideal world I just want the car fixed ....now ! rather than the hassle of finding another car
Click to expand...

Given the problems since day four that amazes me.
The car sounds like a dog.
I'd insist on a replacement. ..noisily.
 
stumac said:
Yes to sum it up I would like a refund because of the problems not because of the power issue but I can use that as another reason for the refund .

In an ideal world I just want the car fixed ....now ! rather than the hassle of finding another car
Click to expand...

The dealer has (so far) lied to you several times, sold you the wrong car, not phoned when they said they would,fobbed you off with a Clio......etc....etc

Even if they fix the car this time, what about the next time it lets you down?

I certainly wouldn't want anything more to do with this (dishonest and unreliable) dealer or this car.

There are plenty of other cars and better dealers out there.
 
viv1969 said:
Given the problems since day four that amazes me.
The car sounds like a dog.
I'd insist on a replacement. ..noisily.
Click to expand...
I agree but I just really hoped that it would be fixed quickly and that would be the end of it
 
Of course you bought it because it went like stink because it was supposedly the 163 bhp model, didn't you!?

The misrepresentation means you don't have to argue too much about it's unfitness for purpose when you reject it first thing tomorrow morning!

... or vice versa if you and the dealership prefer that reason for rejection!
 
and the b
Tigger.ufo said:
The dealer has (so far) lied to you several times, sold you the wrong car, not phoned when they said they would,fobbed you off with a Clio......etc....etc

Even if they fix the car this time, what about the next time it lets you down?

I certainly wouldn't want anything more to do with this (dishonest and unreliable) dealer or this car.

There are plenty of other cars and better dealers out there.
Click to expand...
and the best of it is this is meant to be the main/biggest dealer in the country.
 
Yves Geza said:
Of course you bought it because it went like stink because it was supposedly the 163 bhp model, didn't you!?

The misrepresentation means you don't have to argue too much about it's unfitness for purpose when you reject it first thing tomorrow morning!

... or vice versa if you and the dealership prefer that reason for rejection!
Click to expand...
sorry I dont follow you?

I bought it for 3 dogs, 3 kids, lots of camping trips and any gods amount of softboxes, lighting stands,tripods etc etc that I take to weddings (apart from the kids and dogs)
the fact it was quicker than my 140 passat sport meant I didnt question the power until the insurance did.
 
Yves Geza said:
Of course you bought it because it went like stink because it was supposedly the 163 bhp model, didn't you!?

The misrepresentation means you don't have to argue too much about it's unfitness for purpose when you reject it first thing tomorrow morning!

... or vice versa if you and the dealership prefer that reason for rejection!
Click to expand...
sorry its been a long day, I get what your saying.
 
stumac said:
sorry I dont follow you?

I bought it for 3 dogs, 3 kids, lots of camping trips and any gods amount of softboxes, lighting stands,tripods etc etc that I take to weddings (apart from the kids and dogs)
the fact it was quicker than my 140 passat sport meant I didnt question the power until the insurance did.
Click to expand...


I think that @Yves Geza meant was that was the easiest way to get your refund! :D
 
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