Buying a New Car: Your Rights
After a house, a new car is often the largest purchase you will make. Given the sums involved, it pays to know where you stand legally before you sign anything, and what your options are if something goes wrong after you drive off the forecourt.
Before you buy
A reputable dealer is the best starting point. Word of mouth from family and friends is useful, and most established dealers belong to a trade body such as the National Franchised Dealers Association or the Retail Motor Industry Federation (the Scottish Motor Trade Association covers Scotland). Membership usually means the dealer signs up to a code of practice and an independent dispute resolution scheme, which can be helpful if a problem arises later.
Price is usually negotiable. Manufacturers publish list prices, but dealers often have room to move on the on the road figure, particularly at the end of a quarter or when a new model year is approaching. Whether you pay in cash, finance through the dealer or use your own funds, it is worth pricing each route separately. Part exchange is convenient, but selling your old car privately may raise more. Take your time, get quotes in writing and compare.
When you reach the paperwork, check that the figure you are signing for is the full on the road price. That usually includes VAT, vehicle first registration fee, number plates, road tax for the first year and delivery. Anything described as optional, such as paint protection or extended warranties, should be itemised and priced separately. If a salesperson makes a verbal promise about specification, delivery dates or extras, ask for it to be written into the order form. Promises that are not on the contract can be difficult to enforce later.
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Most dealers will ask for a deposit when you place the order. Make sure the order form sets out what happens to that deposit if you change your mind, if the car is not delivered on time, or if the agreed specification is not available. Some deposits are refundable in particular circumstances and others are not, so it is worth reading the small print carefully before handing over money.
If you bought entirely at a distance, for example fully online or over the phone without visiting the showroom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually give you a short cancellation window. The same applies to some off-premises sales, such as a deal concluded at your home. Cancellation rights do not normally apply to a purchase agreed face to face on the dealer's premises, even if you only signed the order an hour ago. Citizens Advice has up to date guidance on how the rules apply in particular situations.
Your rights under the Consumer Rights Act 2015
The Consumer Rights Act 2015 is the main piece of legislation covering goods bought by consumers from traders. It replaced earlier statutes such as the Sale of Goods Act 1979. Under the Act, a new car should be:
- of satisfactory quality, taking into account the price and description;
- fit for any particular purpose you made known to the dealer, for example towing a caravan of a stated weight;
- as described, including any specification, mileage, colour or trim level set out in the brochure or order form.
If the car fails to meet these standards, you have remedies against the dealer who sold it to you, not the manufacturer. The manufacturer's warranty is a separate, additional protection. Your rights then depend largely on how long you have owned the car:
- Within the first 30 days, you usually have a short term right to reject a faulty car and get a full refund.
- After 30 days, but generally within the first six months, you can normally ask for a repair or replacement. If the repair does not resolve the fault, or if it would be disproportionate, you may be entitled to reject the car or to a price reduction.
- During the first six months, a fault is generally presumed to have been present at the point of sale unless the dealer can show otherwise.
For practical steps on rejection, see our guide on what to do if a just-bought car breaks down.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Paying for the car
How you pay affects what protection you have if things go wrong.
- Credit card: Section 75 of the Consumer Credit Act 1974 makes the card provider jointly liable with the dealer for breaches of contract or misrepresentation, on transactions where the cash price of the item is over £100 and not more than £30,000. Even paying just the deposit on a credit card can be enough to bring the whole purchase within Section 75, although this is fact specific.
- Debit card or other payments not covered by Section 75: you may be able to ask your bank for a chargeback under Visa or Mastercard scheme rules. Chargeback is not a legal right, but it is often a practical route to a refund. Time limits apply.
- Dealer finance, such as hire purchase or personal contract purchase: the finance company is the legal owner of the car until the agreement is settled, and is also the party you complain to about faults, because in law you bought the car from them. They are responsible under the Consumer Rights Act in the same way as a cash seller would be.
If something goes wrong
On collection, check the car carefully before you sign for it. Look for paint defects, panel gaps, scratches and missing accessories. Make sure the V5C registration document, service book, handbook and any spare keys are present, and that the mileage on the odometer matches what was agreed. Note any concerns on the delivery paperwork before you drive away. It is easier to sort issues out at handover than weeks later.
If a problem does emerge, put your complaint to the dealer in writing, keep copies of all correspondence and give them a reasonable opportunity to put things right. If you cannot reach an agreement, check whether the dealer belongs to an alternative dispute resolution scheme such as The Motor Ombudsman. Trading Standards, accessed through Citizens Advice, can also help. As a last resort, the small claims track of the County Court handles many consumer motor disputes.
For current figures, time limits and step by step procedures, GOV.UK and Citizens Advice are the most reliable sources. If you are considering a second hand vehicle instead, our article on buying a used car covers the differences in detail.
I took delivery of a new Audi Q8 e-tron 250KW 50 Quattro 95kwh Sport 5 door in October 2023. On 5 November 2023 with 350 miles on the clock, the car broke down. It was taken away on a tow truck by the AA to Audi for repair.
The car was fully repaired by Audi under warranty and returned to me 9 weeks and 4 days later on 11 January 2024.
Whilst my car was in for repair, I was given an Audi A1 courtesy car.
The car is leased at a cost of around £800 per month via a work salary sacrifice scheme.
Have I any rights to any full or partial refund given the substantial difference in cost of car between an Audi Q8 and an Audi A1?
Thanks
Chris
luck to find the fault, what are my options, apart from keep taking and trying it
Bought a new Mazda 6 soul Red crystal matallic on 13th september 2019
10 days after taking delivery i noticed paint chips. complained to dealer and he advised me to take to a mazda paint specialist for examination. due to family commitments and the now covid 19 I wasn't able to do this until july 2020 by this time the chips have increased by man. the mazda paint speialists took photos and made out a report and sent to mazda. This was 2 months ago and still no word on repair. who is responsible mazda or the car retailer
Thank you
I've just brought a new Qashqai on a 3 year lease, there seems to be a technical fault with it as it's costing me a fortune in fuel. the mpg's is nowhere near what was described to me on the leasing website. I have to take the car to a Nissan garage this week, however how can i cancel the lease agreement without forking out on fees? i've only had the car for a month and i'm already having to take it to the garage??
A fault has come up they can’t fix straight away.
Iv ask the garage we’re I brought it from to come collect and sort out they won’t collect it. Saying get AA to do it but the AA will only take to neaserst garage.
Can I insist the salers collect it ?
Does anyone know what retailer option means on vehicle order form
It’s priced at £307.50
I find it completely unacceptable that JLR have allowed this to happen, particularly following the Vw saga.
The car is less than a year old and is on a personal lease.
My last car was a vw with the emissions cheat software!
JLR have offered to rectify the issue but this misses the point that I have been driving it for a year spewing out an unquantified amount of co2 etc.
I would like to understand if they have breached the lease agreement and what my rights might be regarding early termination without penalty.
When i arrived home the same day i noticed a few scratches and some panels and also some dint's on the drivers door, i notified the dealer straight away they have advised that i had ample time to look over the car and therefore they will not do anything about it. As a new car worth over 65k i have asked to return the vehicle which they are refusing to do, do i have the right to ask them to take the car back ? and if so under what act or cooling of period?
(1) Go back to the dealer, ask them for details of the company that delivered the vehicle.
(2) Respond to the solicitor and MIB and let them know that you actually took delivery of the vehicle the day after the accident, give them details of the dealer from whom you purchased the vehicle
(3) Talk to Mercedes Financial Services and tell them you want to return the vehicle on the basis that it is faulty/not as described
(4) Ask a solicitor for advice on what you can do in terms of compensation etc
Now 4 months later i received a letter from a solicitor seeking insurance details for the vehicle, as its was involved in an accident the day prior to the cars delivery to me. After seeking details of the accident, I have inspected the underside of the car in the area of the suggested impact and find evidence of damage on the underside of the rear of the car consistent with the alleged accident.
I am less them impressed that I am now fielding solicitors letters and letters from the Motor Insurers Bureau seeking to identify the driver and insurers at the time of the accident. More importantly I am concerned that I have been delivered a brand new £50k car that has been damaged.
The dealership claims not to have been made aware of any accident, as they use a 3rd party delivery agent and have not been advised of an incident. The car is on a PCP deal with Mercedes Financial Service.
I feel conned that I have been delivered a brand new luxury car, that has been damaged and they only way I find this out is through a solicitors letter seeking to claim for damaged / injuries to a 3rd party.
What are my option, can I reject / return the car?
I have spoken to a couple of friends today who are of the view that I shouldn't even go there but should return the car and ask for my money back as it is likely that it always have problems. I purchased the car with a part exchange (my previous car was in excellent condition with less than 4,000 miles on the clock), now thinking I have made a big mistake. Can you please advise how I stand legally in view of the part-exchange. Many thanks.
After a week of ownership I noticed paint flaking from the N/S side skirt where the panel meets the rear wing. It was sent back to the dealership bodyshop for repair. They resprayed a small area so that the whole side of the car didn't need respraying. Needless to say it is fairly noticeable if you were looking for it but "was the best they could do without repainting the whole side of the car".
Having hardly used the car (just over 1000 miles in 5 months) I just recently noticed in the sun that the N/S/R wing has marks in the base coat of the paint as if it was painted with a large brush! I took the car back to the dealer bodyshop and they did a paint thickness test on the whole car. It seems that my brand new car was repainted on theN/S rear wing and N/S door before delivery. He said that the whole side of the car needs to be painted now due to the paint type.
Added to that the stereo/sat nav unit has an intermittent fault where it keeps shutting down for 5 mins then restarting on its own!
Do you think I'm entitled to a refund?
I've now had enough and am within my 6 months for rejection.
I bought a diesel engined vehicle in the belief that it was more efficient and cost less in road tax.
I now have Diesel Particulate Filter problems which persist despite repeated "corrective" actions by the garage.
I would like to know what my consumer protection rights are inas much that I should have been sold a petrol car rather than diesel because of my driving profile.
Thanks
What are my rights. The car is less than 4 wks old. Can i return the car. Or swap the car.
Picked car up that afternoon... all seemed o.k when I checked that morning.... however I have now picked up another part were the paint on the roof is coming away ... I really would now like to take back the car and get a refund...
What is my option as I am fed up of having to return the car for repairs, missing meetings and rearranging my schedules?
I have completed a New Vehicle Order form and this has been countersigned.
I have email correspondance signifying the car is late and this has not been disputed.
I have now been told the car is delayed and there is no estimate as to when the car will arrive.
What are my rights if I choose to cancel ?
In May 2017 Coolant pipe split & it got fixed on our drive by the Landrover assist, then on 15th June 2017 vehicle caution light came on and went into limp mode (restricted performance) vehicle had to be recovered & went back to dealer vehicle got fixed “well that what we thought”.
Then the following date’s all relate to (Restricted performance) it got taken back & fore from Stratstone and again & again went into Limp Mode, Car was and still is dangerous to drive when going into Limp Mode.....
Then back in on the
19th June 2017, 22nd June 2017, 28th June 2017, July 2017, 27th August 2017, 3rd September 2017, 15th September 2017, 4th November 2017.
Then last of all the vehicle was making a noise like and old tractor/bag of spanner’s and i opened the bonnet & oil was splattered over the engine coming out of manifold, we contacted landrover assist again he came out and inspected vehicle on our drive i started vehicle & he immediately told me to turn off as it was an awful noise so it went in again and still 2 weeks later no vehicle, we received 2 phone calls saying the still trying to solve the problem & still got Curtisey vehicle. (WE HAVE HAD A CURTISEY CAR MORE THAN WE HAVE HAD OURS) we been to finance as part cash part finance & they say as they still fixing vehicle we can’t return, we also been to the ombudsman and because i took vehicle out on my business name not my own name I have no consumer rights?????
But ain’t i still a consumer asafter all i am the owner of the company, any info or help would be much appreciated. Thanks
they told me autoglass would replace next day that never happened 2 days later get told autoglass came to replace windscreen and smashed the screen trying to calibrate it now told it will be another week as windscreen has go to come from france wot should i do
I keep getting fobed off with "it's fixed" and "just a software update required" this is clearly not the case as in 11 months it has been in the garage 7 times!
The vehicle is on a PCP can I reject this vehicle or request Range Rover provide me with a new vehicle that is not faulty?
Car all paid for no finance. Pulled away from dealers for a light to come up on dash and car lost power (went into limp mode) took it back straight away, they changed a valve and sent me away again. Yep light came back on took it back again. Sent me away in a lone car told me techs will look at it on Monday. My question is, if I traded in a car, can I get a full refund and my old car back. Do they own the car I traded in and can not give it back to me with full refund as the car they sold me was not fit for purpose.
Ordered a car in January originally told 12-16 weeks but could take up to 2.8.17. Just been told car is now in U.K. . Garage are wanting to charge more for the car . Higher interest than we were told. And 1000 import tax that we weren't told about . We paid 1000 deposit . Where do we stand on them having to keep to original agreement or getting our deposit back. We have been lied to repeatly over the months
Thanks
So my question is I am over my 6 months since purchase ( just) but they had it in their garage for over 1 of those months an I still within my rights to reject the vehicle as I do not feel safe in it with the two major faults which are not related that have happened in such a short space of time.
Thank you in advance
Picked up on 09/08/17 - Found a fault with stereo on the drive home as it just stops making any noises. Also discovered faulty carpet fitting and the remote boot just opened on its own at random. I also could not 'select' the suspension settings.
Got a call from customer services (11/08) & I told them, they relayed to the original dealer who arranged my local dealer (Preston) to fix it on (24/08).
Carpet was sorted but they couldn't find a fault with anything more & told me the suspension was adaptive but I couldn't select anything myself.
It's an automatic & I have since had the "hill assist" system fail twice (so I roll backwards on hills!) and there is a rattle in the exhaust.
I spoke to the manufacturer on 08/09 & told them of all the faults - they said they'd try and sort it out. I then e-mailed the dealership on 11/09 and the manufacturer on 12/09 advising I want to reject the vehicle.
Since I had to wait two weeks for the initial attempt at a repair am I still within my rights to say they had their chance & they have to take it back?
The dealer has now told me that I can't have that specific car unless I pay extra for a Protection Pack, which that vehicle has, and if I did'nt pay this they will order me another car which will take another month before delivery,
I have said that the agreement was for me to buy that specific car (which they said would be taken out of the showroom and prepared for me) and I was not paying anything extra and could'nt wait another month as I have to return my daughters car which I have been borrowing.
What are my rights in this matter?
Thanks
I bought an i20 coupe diesel from hyundai dealer brand new, after taking the delivery of the car in 2 months time the steering started to make funny clicking noises and its been replaced under warranty after a week again the same clicking again changed the whole steering rack, again the same problem in a week time and the steering also started to stiff and the car altogether stayed with hyundai for about 8 months, i received the car back today and driven only around 12 miles and noticed oil leaking, when i opened the bonnet and removed the plastic cover on the top of engine, it was full with diesel and black engine oil was everywhere, and the oil level is half of the required level, the car is just 16000 miles and i bought it on 31 august 2016, and been serviced by hyundai, i have already shown a lot of failts in the car but they are accepting my rejection at any stage, so what are my rights, can somebody help me , it is financed by a third party and they are also not accepting any rwjection and not willing to help, the car is standing helpless onmy drive.
God knows how this car passed its pre delivery inspection!!!! There's no way Im going to accept the car to be resprayed. Like for like replacement must be the only way forward surly? Can I just return the car and give them the keys. But what happens with my old car which I part ex? :(
I purchased a Brand New 17 plate Focus ST3 Estate 3 weeks ago.
I've noticed after a detailed polish the following;
Drivers door has Laquer Bubbles
Passenger door has dust particles exposed through the paint
Rear Bumper is scuffing on closing
Took it to my local Ford dealership (didn't purchase from them), but advised by the dealership I did to take it there....
Anyway; they've told me all 3 above need a full respray....
Spoke to Ford I purchased from only to be told it's under warranty, so it'll be rectified....I DONT WANT MY NEW CAR RESPRAYED !!!!!
Obviously I'm not happy about this as it's a brand new car with less than 400miles on the clock.....
Where do I stand?
Can I return the car and a new one issued?
Also;
I was expecting factory 'standard' options on the car, but found these were extras, however the dealership didn't give me ANY options, as apparently 'I DIDNT ASK FOR ANY'
Again;
Where do I stand?
Can I return the car?
When I asked the dealership where the second key was, it was then I was told there was only one key, after all I knew the car was used.
The fact that there was no spare key was not stated in the sale advert.
Who's responsibility is it to get the spare keys, me or the dealership?
I bought a car from a dealer 3 months and have had loads of problems with it. The dealer has agreed to take it back and give me a full refund but I part exd my car with him for £1300 (which he still hasn't sold). He wants to give me a full refund for the purchase price of the car but I was told that legally he is only obliged to put me back where I started from which is giving me my car back and the money I gave him. This is what I want to do as I would prefer my car back but he says if I have it back I will have to pay for what he has spent on and his advertising costs. I have spent loads on his car too that I am going to lose. Where do I stand on this please?
Thanks
Dealer now informs me I cannot have a 3yr service plan as not available (I got a 0% finance PCP) and all I can have is 2 year or 4 year - both of which are not as good value as far as I can see - do I have any rights? can I insist they honour what is on my invoice/what was ordered and agreed? all signed for. TIA
ive only had it 14days can i demand a full refund ?
Today we have notivved two further goughes in the boot lid (fibreglass) which have been badly coloured in and MUST have been seen to have been 'repaired' prior to pdi .
Can we insist on local approved body shop so we can ensure repair done correctly or do we have to go to the body shop they state
Don't feel we can trust them - it's brand new - not second hand
Myself and my wife ordered a brand new car which we are due to collect in the next few days.
We are part exchanging two cars, both of which have current finance and both of which have a little negative equity. The dealer sorted that and rolled it into the new monthly payment.
However, since agreeing the deal three weeks ago our settlements on our current cars have gone down by a combined figure of £523. I believe that this should be reflected in a reduction in the new monthly payment however the dealer says no.
They say that they will simply reduce the price of our part exchanges to reflect the new settlements.
Is this fair? Should we not see some benefit of the lower settlements?
Thank you in advance.
Ken
I told them that's I was happy with it as iv paid 65k for it and don't won't repair done on a brand new car, it should be a new car not repaired new. It seems like it's a defect from the manufacturer.
Now I don't feel like I want the car anymore as I'm not happy with it plus many other mistakes the dealers made with the payment where they tried to over charge me by 2k which was resolved and they admitted it was their fault. They said today that Audi should compensate for the defect from the total balance but I'm not sure what to do or how much shall I ask to be discounted for this issue and if the door should be replaced with a new door rather than getting it repaired.
Any advise would be much appreciated.
Thank you
Ruhal
The dealer sent me the V5 and registered the car to me in February but still no delivery. Thank you for any advice on my rights.
I returned the car for a third time indicating that if it was not repaired I would seek a refund as the car was not fir for purpose, I put this in writing. I took the vehicle back in for repair and after 2 weeks the car was returned and again the car leaked after rain. I rang the dealer and asked for a refund, they indicated that my statutory rights would not be affected but I would have to return the vehicle to ascertain who was at fault. Two weeks later they returned the vehicle and indicated that the fault had been repaired. I told them that I wished for a refund or vehicle exchange, I am still waiting for a reply. Do you have any advice?
I ordered a new car and this was to be delivered on 23rd Feb 2017. Dealer advised me that they cannot deliver as the car has a fault which needs to be rectified before the handover, manufacturer's requirement. I insisted for further explanation and was told that the repair concerns fuel lines and these need to be ordered from Germany, therefore a delay of some 1-2weeks. Do I have the right to cancel the order ? Bearing in mind that this is a brand new car, do I have to accept what I view a repaired vehicle, further the fuel lines are safety critical items.
Your view would be much appreciated.
Vlad.
I have had exactly the same thing happen to me today as you. I'll be interested in the response.
Bought a brand new Fiat 500 that was in the showroom on 18/2/2017 for delivery on 1/3/2017 with £500.00 deposit, to find out today that the dealer had already sold the car to someone else!
They have offered new a same spec car currently being factory built to be delivered by "end of March".......and we will put in more fuel than we usually would! I did point out that £30 compensation was not good enough.
When I asked for the factory option that I didn't get with the car I ordered Saturday, apparently too late to put that option on the car!
I just said I would think about my options and go in tomorrow to discuss further.
We found the car for us and paid a deposit of £500 and have paperwork for a new vehicle order. The dealer was to contact us today 20/02/2017 to discuss delivery date for the purposes of our insurance.
Today they called to say they have sold the car to another individual, therefore the car is no longer available to us to purchase. They offered us an alternative in a colour that we did not want and a diesel which we also advised this was the reason we were upgrading as we preferred the petrol car.
Can you advise if they can do this as we have in good faith paid the £500 and signed the vehicle order.
if the malfunction light comes back on can i get a refund from the retailer
i have lost confidence in the garage
can i ask for a refund under the 30 day rule
Regards Clive
It was ordered in October and I picked it up 22 December 2016.
It did not have the correct spec that I had ordered. It has been purchased on their own finance plan. The dealer said they would order me a replacement with the correct spec and that would arrive March time and that I could keep the car that was wrong until then.I agreed to this and am paying the payments for this car.
It has now come to light that the car will not be here until April which means it will fall into the new road tax laws that come into effect on the 1st April 2017, because of this it will now cost me £310 more a year for 5 years for road tax then it will go back down to £140 a year.
If the car I had originally ordered and picked up in December had been correctly built I would only be paying £140 a year road tax. Is there anything I can do about this? Am I within my rights to ask the dealer to meet this cost ?
Thanks
I picked up a brand new skoda superb three weeks ago and it has started to rattle. This is completely unacceptable to me. Can I reject the car?
Many thanks
Katie
Thanks
"If the retailer can't repair the car, or have tried to repair it and the fault still exists, you will be entitled to return the product and receive a refund. However a reasonable deduction may be made by the retailer to reflect your use of the vehicle in the preceding months." Demand a refund as you've been put to quite a lot of inconvenience while the repairs have been attempted.
As we purchased the car using LR Finance we have notified them, the dealer has had the vehicle now for 2 weeks and claims to have rectified the issues and will be testing the car over the next 2-3 days before handing it back to us.
We have just about had enough but want to be sure where we stand, we have had the car now for nearly 6 months although about 1 month of that it has been back with various dealers and so are unsure whether we should accept the car back (my wife has lost all faith in it) or whether we are within our rights to return it.
LR Finance advise that since we contacted them they have begun a process of liaising with the dealer (which they say can take up to 56 days) and should we have any further problems we must advise them and they will determine whether we can return the car or not.
At this stage I'd rather we didn't have the car back and we were returned to the financial situation we were in before we took delivery of the car but feel that as the dealer has tried to fix the problem (albeit the 3rd dealer to do so) we are duty bound to accept the car back.
The defect has been known at JLR for two years, they have a highly invasive fix for this problem that involves removing the roof liner m the windscreen the seats , carrying out structural welding to the b pillars. The fix to date has a 2% fix rate according to forums on this vehicle . The forum suggests 33% of vehicles are affected .
The technical bulletin from JLR states the vin range for this defect is open ended.
This means new cars may also have this defect.
I have been offered a replacement vehicle, with assistance from JLR inputting 4,500. But I would rather have my money back as it is very possible the new vehicle will have the same defect. JLR will not tell me that this defect is fixed.
Dealer says its new vehicle , or he will only give me a trade price refund of 30k.
My car has only covered 400 miles I haven't used it since this all began 3 months ago.
I cannot find what a "reasonable deduction" is for my vehicle surely it not his lowest trade price?
He is after all selling same car on his forecourt for 36,000.
I cannot afford to throw money away I am a pensioner! What do I do?
Accept a new car which may have a structural safety defect or just accept I have lost thousands.
Chose a car and applied for finance in my moms name .
The finance went through but at a much higher rate .
After a week and half thinking this through with family .
I took the decision not to go through with it .
I asked for the 300 pound deposit and they said because they took the car off sale they won't give back the deposit ..
They said it's been going for at two weeks but they knew we was trying to get the right finance deal for me ..
But now they are refusing to give back deposit .
There is no where on the forms saying it's non- refundable
And the salesman said at the time we can have our deposit back .
The deposit was paid by my wife
Any help please where I can go to resolve this matter ?
Paul
Still nothing this went on every couple of days and now 31 days later I still do not have truck and they won't let me out of the deal. I have spoken to the finance company who loaned me the money they say that only the car lot can get me out of the deal. I'm so done the car lot said that they want me to drive it whenever it gets fixed and they have no idea when that will be before they will allow me to get out of the deal. A sales associate told me that the owner has no intention of unwinding the deal. It's been 31 days since I have had truck in m y possession and I'm so exhausted with this ordeal. I want out and don't know what else to do. My first payment is due and the dealer wants the 2nd part of down payment. I already gave him 2000. Down now he wants the other 2000. I still have no truck and car insurance is due. What are my options? Please help this is so wrong. Communication has been limited as owner avoids MD I feel like he is waiting for time to go by.
I picked up my new Mercedes GLE up last October and within a matter of a week i have been having problems. These arrange from carpet has gaps so can see underneath, the trim off the back falling off (second time now), centre armrest had to be replaced as got worse as weeks went on (couldn't open it), glass case wouldn't open due to dropping something dropping inside.. thats just a few faults what have occurred over the recent months. I am into double figures now with all te problems. It just seems like a 55k car has been thrown together. To be honest i dont drive the car much now as i am waiting to take it in for more repair work as worried more things will go wrong.. Where do i stand on replacement or what can i do about it?
Four days later we called into to dealer to collect some items from the car and were shown an e-mail from Volvo Assist telling them not to touch the car as it was being sent to Spain for the work to be done. Obviously we were not happy with this and after spending 2 hours at the dealership Volvo Assist gave the French garage the go ahead. Two days later we were told the car had to go back to the UK and our local dealer would do the work. They could not supply as with a towcar and we ended up having to accept that they would repatriate both the car and caravan back to the UK. Two days later and 400 kms toward the ferry Volvo Assist rang us to say that now the French garage were doing the work. If they had only told us this before we left we would have waited ! We carried onto the port and are now waiting for word of when we will see both car and caravan. Totally ruined our holiday and have no faith in Volvo or Volvo assist. We have even cancelled our October booking with Brittany Ferries to Spain because of all this upset. Would we be able to get a full refund on the Volvo ?
Any re-paint will devalue the car when it comes to re-selling the vehicle, as is my plan next year. I appreciate that I have to allow the dealership one opportunity to repair my vehicle but does this also include re-spraying which has a detrimintal effect on the value thereafter?
Additionally I am being offered a Renault Capture (a smaller car) as a courtesy car for 2wks whilst the repair is being carried out; can I not stipulate that I need a like for like vehicle given I have a dog and a wife a teenager and a much younger child. What are my rights on both accounts?
So both (knowingly?) talking rubbish.
Luckily the dealership admitted it was not fit and had already accepted my rejection before Nissan said this. So who should they be reported to for lying to the consumer?
Thanks for your help
id the can not fix the seat either. i have paid a deposit of £40000 + 500 p/m for 4 years. could you advise me of my rights and how to approuch them.many thanks
Stupidly I agreed to this, completed the documents and once I'd arrived home realised that there was approx 173 more miles on the clock than there had been when I put the deposit down a week ago!?
The milage in the advert and when I test drove the car the 2nd time/left a deposit was just under 200 short of 22000. When I paid the deposit a document was provided to me with my receipt confirming the milage as 22000. I assumed that the milage had just been rounded up as they had also rounded down the mileage on the vehicle that i had traded in, so I didn't mention it.
Now with the knowledge of the extra mileage and damage I am quite concerned with what they have been doing with the vehicle and don't know where I stand as I have accepted their offer to fix the damage?
Many thanks
.
Ordered 25/11/15, delivery date 14/02/16, was then told beginning of March, then told 23/03/16.
It is now 6/04/16 still no car and it's still at import site.
Looking for some serious compensation.
Any ideas what I should be looking to get?
On the 30th March we were told they did not have the car and it may take a few days to get it to the dealership, we were given a new collection date of 5th April on Monday 4th April we received the log book for the car in my wife's name, on 6th April we then received a call from the dealerships insurance to say the five days free cover was up yet we still do not have the car.
The dealership is now saying we should take delivery of the car on the 8th April, this means by the log book we have owned the car from he 31st of March but as of today we still have no fixed collection date, can I refuse the car and go elsewhere.
A local dealer was unable to find me the car I chose nearby, and have found one some miles away which they have arranged to have brought down to the garage for me. It is a brand new car. They have said that it is standard practice for them to drive the car down (putting over 100 miles on my brand new car), instead of having it trailered/transported on a lorry. I am not happy with this. Are they right that it is standard practice? Or am I within my rights to demand that I accept it with 0 miles on the clock?
Sorry is this acceptable to have a car that is 1 week old with a fundamental fault repaired.
Do I have still have the right to reject under the consumer rights act even though the car is under warranty?
Regards
Would the Consumer rights Act 2015 not give me a 6 month warranty on the car being fully functional and as described? If I understood correctly, the act states that if the consumer shows the vehicle is faulty and requests a repair within the first six months of purchase, it is automatically assumes that the fault was there at the time of purchase.
If the dealership continues to refuse to repair the car, what other options do I have besides going to court?
Thank you for your help
Thank you for all the great article and great advice.
I brought a ten year old VW Golf for £2000 from a second hand car dealership in Jan 2016. It was described as in excellent condition. 5 weeks after the sale I noticed the the alarm system wasn't working. The mechanic at my local garage said there is some electrical issue with the car which needs to be repaired, but the car dealership where I bough the car said they wont pay for any further repairs as they only gave me one month warranty on clutch and engine.
Would the Consumer rights Act 2015 not give me a 6 month warranty on the car being fully functional and as described? If I understood correctly, the act states that if the consumer shows the vehicle is faulty and requests a repair within the first six months of purchase, it is automatically assumes that the fault was there at the time of purchase.
If this is correct and the dealership still refuses to repair it, is my last option to go to court?
Thank you for your help
I have signed an order form and paid a deposit but they are now saying I cannot have the car unless I pay more on the monthly we agreed on, what can I do about this .
Thanks
On the day I drove it away, the car broke down and the garage had to come and replace the battery as I was stranded at a petrol garage based on the fault. The car worked after changing the battery. I drove it away.
Then two weeks later, the car broke down again. The garage came and collected the car and gave me a lesser car in the interim. The following day dropped the car off saying they found no fault. The car worked so I continued to drive it.
Another two weeks later and the same has happened again. Car broke down, they came and collected the car, given me a replacement car that is not equivalent to the car I purchased and have suggested that I will be without my car for a while until they can 'replicate' the problem.
I am fuming. The car clearly has a fault, doesn't appear to be fit for purpose, and has left me in some pretty precarious situations.
The car is purchased through HP.
Where do I stand? Can I request a full refund? For everything I have spent on the car including the first months payment? I know it is past 30 days, but I have captured these errors well beforehand and don't believe I should be paying for something that is not fit for purpose and has not been fixed as promised within the right timeframe.
Any advice would be appreciated.
Thanks
Two miles from the dealer the engine suffered a major failure and the dealer is now fitting a new replacement engine.
What are my rights here please and will this affect my re-sale value?
Best regards
Nigel
Not sure where I stand as I never drove it away and pointed the errors out right away
The garage have had the vehicle several times and now do not respond to my telephone calls to rectify the problems I have
Do I have any recourse with them please?
Honda have said no fault was found after a couple of days investigation said the car was ready to collect, I said there is a fault on the vehicle that is a serious defect which if it happens again could cause injury or even death. I have asked for a new vehicle as I have no confidants in the car anymore The garage is now contacting Honda technical. They have been very understanding I just need to know my options?
I have had it for 15 mounths and im struggling to pay the repayments so i thought i will just sell it. Anyway I've car yards wanting it and other people wanting it untill they do a revs check on it and to find out it was a repairable write off so no one wants it. I was not told it was from the dealer as they said they did a revs check and it was all clear but now im stuck what can i do about it
Thanks
Look forward to a response.
Thank you.
I baught a brand new car from a main dealer this week. Two days after I picked it up I noticed a ripple/crease on the front wing with a very small crack in the paint. Very difficult to notice if you never knew it was there. I took it to dealer, and I'm waiting in a reply. They said they would repaint the crack, but not sure if they will smooth out the ripple. Should I dig heals and demand a warranty repair if they refuse to repair body work? I have a feeling they will blame me for not noticing on the day I collected car. Having inspected the ripple more closely it looks like it has been dented, and they have tried to push dent out from behind the wing to conceal the damage
Any advice welcome
Cheers
negative over this matter from the start. My wife and I have completely lost any confidence in this car (it has been repaired) and would want to return it to the dealer where I purchased it. The whole matter has been dealt with terribly by BMW .
Any advice would be much appreciated.
Its on a 4 year finance lease which i have a balofferingyment due in March 2016.
due to the emmissions scandal not many dealers will touch my van on a trade in and ones that will are offering rock bottom.
im sure ill be in massice negative equity in march as my van may not be fixed by then.
emailed VW twice , rang them twice but no responce in last 2 weeks.
emailed citizens advise today.
why can't i just give them the van back as its cleary not what they ( vw ) advertised it as.
thanks
In April of 2014 I purchased a brand new Vauxhall Astra GTC biturbo from a Vauxhall dealer. In the first 6 months, the car broke down twice, both of the same problem with a failing DPF Filter Sensor. Which the dealership put down to being "very bad luck". Regardless I particularly wasn't too happy about it the second time but allowed the repair.
I am writing this from a flashing hazard-lit car, currently awaiting recovery from what appears to be the exact same problems as before, 18 months after purchase. (Car is financed via GMAC and is still active on the "lifetime warranty" Vauxhall included with the sale)
Is anybody able to advise of what my entitlements are; be it refund, replacement etc.
Any replies would be greatly appreciated, whilst I sit and await the AA.
Thanks.
It turns out the demo car had a different suspension option of which was not pointed out to me prior to ordering so I am not happy because does not ride as well as I expected.
Can I return the car and demand a replacement with suspension option without paying anyting extra?
Within a week the car was back in the garage as the 'shift gear' ligh was stuck on shift down while driving at 70 mph in 5 gear. The garage ran diagnositic checks but have found nothing for this intermittant fault.
2 weeks after this I noticed that the washers on the front windscreen were still not working and the car had developed a problem with the central locking not always locking first time.
The garage have replace the door latchs and have had to replace the pipes for the washes as these were also faulty, and once again supplied a courtesy car while these were repaired.
I have now lost all confidence in the car and wonder if I am entitled to return the car under the Sales of Goods Act. Please can anyone offer any help with this?
When to an other garage they said fuel injectors faultly
AA going to check car.
What are my rights for compensation as it has made my wife I'll from it all
Robert Murray
Matters are now worse the car was brought home 1 mile away and my daughter and her boyfriend went to work. When they got back home I went to check the car out and noticed a huge scratch on the inside panel and a chip in the door where the door had been opened onto something. The car was parked on my drive and no way we could have caused this damage. The car was taken back and repaired today. Unfortunately they only replaced part of the panel scratched and not the steering column also scratched , and simply put some touch up paint on the chip, you can still feel the chip. My daughter can't stop crying she does not want the car is so disappointed in her purchase and feels totally exhausted. What can we do
The vehicle's Sat Nav/Music system was installed incorrectly and had to book in to have it fixed in Aylesbury. Due to the fault in the system it calculated the journey time wrong so missed slot by 20mins. Then told had to wait for 1hr 30mins for the next slot and then it would be 2 hours waiting time. She has a 2yr old in tow so we are not happy or impressed with Nissan at all.
Would never of bought the vehicle if had not been lied to by the salesman!!!
I have bought my brand new for focus its a 63 plate had December 2013, with in 13 months the engine blew up and after dramas and being promised the world they replace the engine the car had only done 18,000 miles engine should not be blowing up, I put a massive complaint in sevral times and was promised the world but all got dussed under the carpet. I reluctantly bit my tounge and thought Ill easy get my money back with a brand new engine in it, so picked the heap off s*** up went to a dealership to sell it has they offered more than was out standing on the finance, but when getting there and numbers not marching up got a bit awkward, plus the clock still showed 18,000 on it so I thought i will just keep it for another 2 years then trade it in, in the mean time 7 months later the clutch started playing me up the car is now 25,000 miles they fobbing me off with its wear and tear now this is my 3rd brand new car from the same dealer and feel they have SOLD me a dud car, the car is at the dealers and i am very close in taking the log book and spare keys back I am at my witts end I need my car for work and family the whole reason I buy new cars is for reliability but keep breaking down now I spent quiet alot of money on this car purely for reliability but not the case don't buy FORD customer service is rubish, SORRY ITS SO LONG WINDED JUST NEED TO VENT IT OUT...
An excellent choice said the salesman, you won't find anything better for the same price and he was correct, the problem I have is that the rear cab heated window does not and has not ever worked, the reason being that it wasn't wired up to the fuse box.
I told the garage who sold it to me that I stated it was going to,be used to tow my caravan and neede to be able to see out of the rear window.
Fetch it back and we will sort it but it will cost you £150 they said, I don't think so I replied firstly it is under warranty and secondly I told you what I wanted the car for, after much haggling and contacting the manufacturer Ssangyong agreed to pay the cost so I returned the vehicle for a full day only to,be told at close of business that it couldn't be done.
Being rather upset at his reply I then contacted the manufacturer and one of their engineers then informed that, the rear cab I had was what's known as the classic and although the rear window has got wires in it, it was never meant for use, my reply was well that's like having wind screen wipers but not wiring them up or indicators or a radio.
The point I am trying to get a cross is that I have been sold something that is not fit for purpose and as I see it is also a danger to both myself and other road users.
I have written to the managing director of Ssangyong but had no reply, I have basicly been cast a side and forgotten.
The question I want answering is, who is at fault and who is obliged to correct it, I have further found out that the new models have a different cab and the rear heated window does work on this one.
Thanks in advance for your help.
My partner bought a new Ford Fiesta in 2011. We have never had any problems so didnt extend the warranty. Unfortunately 6 months after the warranty expired the engine blew on the motorway and we had to have it towed back to Ford. The Ford Mechanic confirmed there is a hole in the engine and Ford Customer Services have confirmed they wont do anything about this without giving me an explanation. Do I have any rights? What would be my next step as I have raised a complaint with Ford but they have not responded to me.
Thanks
I ordered a Mk5 Mondeo and was given a delivery date which quickly past. Fords then said the car would arrive on the 30th May so they registerd it. It is now the 7th June and no sign of the car.
I am concerned that the car is loosing value even though it does not yet exist!
What are my rights and if I can cancel the order will I get my deposit back?
Regards,
Garry
The warranty does not cover normal wear and tear or tyres and does not apply to: damage due to accidents, misuse or alteration, damage or corrosion caused by the environment, chemical treatments or aftermarket products, lubricants, fluids, third-party repairs, equipment on vehicles not built or supplied by Vauxhall or an affiliated company or to non-Vauxhall accessories. We recommend that the vehicle is maintained in line with Vauxhall published Service Schedules."
I ordered a new Golf GTD on a personal lease via telephone/online on 11 February and was told delivery would be around 14 weeks (mid to end May). To cut a long story short, I have just been told the delivery has been delayed until July and so I need to look at alternative arrangements as my current vehicle has to be returned next week and I cannot go that long without a car. I asked if I could cancel the Golf and was told I would have to pay a cancellation fee of 3 months' rental. I have not yet signed any kind of finance agreement or lease contract. Do I have the right to cancel without paying anything?
First issue happened on Sunday 22nd March, exactly 4 weeks of having the car. The car had no power to it, it wouldn't go any higher than 1500 revs, almost like it had gone into limp mode. I contact the salesman who I contacted about purchasing the car in the first instance, to see what he thought it could be and he said I needed to bring it back in for them to look at. I brought it back to Mercedes Stratford for them to look at and do a diagnosis. You had the car for 2-3days to which I found the engineer could not find an fault and that everything seemed to be working fine. So I left it at that and I received the car back to which it seemed to be exactly the same as when I first picked it up.
Then, the second fault occurred on Wednesday 1st April, not long after I received the car back. I switched the car on at 8:15am as I was leaving for work to find an error message on the dashboard screen saying "Auxiliary Battery Malfunction". Once at work I contacted The salesman who said I would need to speak to customer care to get an engineer to look at the car asap. I phoned Mercedes Customer Care to book the car in for an engineer to look at, to which they told me the earlier date they could book the car in was "Tuesday 7th April". I told them I would need a courtesy car as I have got work to be getting to, then said the next date if I needed a car would be "Thursday 9th April. I told them I would contact Mercedes Stratford direct and look at booking it in as I was told to bring the car ASAP. Once speaking with The service department they told me I needed to bring the car in on ASAP, I brought the car into you on Friday 3rd April. Since you have had the car since 03/04/2015, the engineer contacted me 07/04/15 to say they couldn't find the fault and wanted to keep the car a little while longer to see if it comes on when they drive it. I was contacted on Friday 10th April to say that they wanted to keep the car still longer as they still haven't had the car fault on them.
While this has been happening, I was given various courtesy cars to which I was told they would be of the same like for like car I purchased or higher. 1) A Class A200 - given to us on Friday 3rd April, car was fine but below the class we purchased. 2) C Class Coupé - given to us on Tuesday 14th April, when my partner picked this up it had a gash in the tyre to which he went back in and was told it was legal to drive. However my partner had taken the car to a local tyre and MOT companies to be told it is Illegal to drive on a tyre like that and could be pulled over and given three points and/or even a fine for having a vehicle like this. My partner contacted Mercedes Benz Stratford regarding this issue to be told that they were sorry for this problem and for the inconvenience Someone would bring over a
The dealership is now apparently looking into where this car was repaired, or if they have any records of this repair which all sounds a bit odd! So if they come back and say they have no records of the repair what on earth do I do?
I never would have dreamt of asking if it had been repaired when I bought this brandnew car. I just assumed a new car is what it is, or what it should be, new.
What are my rights?
Please advise our rights, our old car was taken in exchange and finance for six months ,then the balance to be paid in full.
22 months on, I am still fighting for my rights. I even contacted Standox, Land Rover approved paint manufacturer and they gave me a report stating the full paintwork is below satisfactory manufacturer standards. I contacted Land Rover direct and their solution was to repaint my car ( not an option for me as it will devalue the vehicle and I did not spend £ 86,500 on a vehicle to accept it being repainted). It also still has constant electronic faults. They then said ' pay £24,500 and we'll give you a new car. So how did they get to this figure? They value my car at £ 62, 000. They have applied the depreciation, despite it being THEIR FAULT resolving my issues. Does depreciation come into it when I complained a few weeks after receiving the car, the faults were present at point of sale and have fought for nearly 2 years for a response?
The local guys are great and have looked after the car for as long as I've had it..
Will the manufacturers not pay for local garage to do the work? .... they trust them to fit other parts ?
S
They fixed the two minor issues as expected, however I never expected these to fault at just 4 weeks. The noise / revurb saga continues. It's been a week now and no resolution. Today the garage informed me that two senior sales managers agree there is a noise and it is not normal, however the mechanics don't agree. I guess I am giving them the opportunity to sort the issue like you suggest and if there is no satisfactory outcome I think I will be sending a letter of rejection....unless there is any other advice?? Thanks again
I purchased a new skoda octavia vrs on 23rd Oct 2014, so 4 weeks ago now. I have an intermittent reverberation noise which can only be compared to that of driving with a sunroof or window open...except all windows are closed. It causes pressure on ears and is uncomfortable. I decided to persevere after informing the garage 2 weeks in. Then I lost power and the car went into limp mode. It's in the garage having a sensor fitted and fault on LED lights fixed. Needless to say I'm not very happy and what started out as great is becoming sour. What can I do? Ideally I want a full refund and hand the car back and cancel finance, is this possible? Needless to say the garage cannot detect the reverb! Any thoughts appreciated.
Its your right so dont take no for an answer
That was on the 22/9/14. How do I stand on my consumer rights to get my deposit back.
Thank you regards mark.
As a family we love the car and enjoyed it so much, but we feel let down by this issue and we dont feel its fit for the purpose as we travel around europe every summer.
Where do i stand in regards in rejecting the car or asking for a replacement new car and also about the technician taking it to mcds drive-thru pls?
Your help is much appreciated.
First they said it was stuck doing a regeneration and this time they say its a faulty fuel sensor.
I feel they are fobbing me off, being a women.
The service man did say I was driving a deisel car wrong!! I have had deisel cars for 20 years.
I have no faith in driving my car again as how I have avoided several accidents I don't know, especially when it stalled on a very busy roundabout. I am now frightened to drive it.
Can anyone help as to what to do?
I bought what was allegedly the very first one of the new model 300C two years ago. Since the day I bought it I have issue after issue with it, and despite spending around 40 separate days in the dealership most of the issues are still there. I have brakes that judder right through the steering due to warped discs, not for the first time, they have already been replaced once and 3 months later were doing it again. My sat nav can show me as many as 75 miles away from where I actually am, and despite being changed a couple of times is still doing it constantly. There are rattles from the centre of the dash and the sunroof, the rear visor has had to be replaced a couple of times, today it went in for a fuel leak from the filler pipe to be sorted as well as a major leak into the boot every time it rains. It has had to have a new Catalytic converter, new headlight, near high level brake light and new bluetooth module. The paint quality is terrible and even a finger nail is capable of scratching through to the primer! I cannot even trade it in as after paying 40k for it Chrysler then reduced the prices by 10k so I am now in negative equity to about 10k on the second hand value. The local dealership says that over £20k has been spent on trying to rectify warranty problems on it to date, yet there are still many outstanding problems that have never been resolved. One of the most annoying problems is the sat nav. I have now been told that this will not be fixed as Chrysler say it is down to 'Environmental' problems! I say that it is because it is rubbish! I am a chauffeur and having a reliable sat nav is essential to me. This one has already cost me an account with a multi-national company, and probably many thousands of pounds. The brake judder is embarrassing, and I now tell all of my customers when they mention it how Chrysler are refusing to put it right.
Where do I stand regarding rejecting this car?
I'd appreciate any advice on this.
I'm going to the dealers tomorrow to sort this out ... I either want the car I saw and am paying for or I want a full refund .. But what are my rights?
Any help is appreciated
regards Rahila
Thank You
Phil
All paper work was signed by both parties and deal done.
On Monday we were informed by the dealer taht the vehicle that we have purchased is no longer in Sherness docks and had gone.
The dealer then said they had an alternative TT in the same colour but higher specification we can buy.
Am i entitled to this replacement vehicle for the agreed price of the already purchsed vehicle.
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