Rejecting new car after 1 day

[pugboy84]

Looking for some advice from more knowledgeable people than myself. Picked up a 2020 q3 yesterday which I was told had just came back from the service and valet etc . Was a bit of a rush handover so picked up the keys and drove it the 80 miles home. All looked fine on the photos/videos but upon noticed a knocking noise when pulling up in the drive. Found a split hose after some YouTube googling found that was the issue . No big problem but on closer inspection it’s definitely had a front end knock. The paintwork is shocking and I’m kicking myself that I didn’t spot this. There’s overspray in the engine bay and the general finish of the front bumper is awful . Car was 30k and there’s a few other issues which could easily be resolved like drivers mirror not turning in when locked along with the split hose so the car sounds like a tractor

Really thinking of rejecting the car as this will clearly affect any resale value in the future. I will try to upload some photos . I am reluctant to let them make good as it’s clearly been hit at the front as the nearside wing has been sprayed aswell . It’s from a reputable dealer who deal in high end cars and they have been great with me up to now but as they aren’t open till Tuesday I have messaged all the issues in the WhatsApp group they added me into . Has really put a dampener on the new car experience as we can’t drive the thing until the hose is replaced and the more I look at the state of the front end I’m annoyed how I didn’t spot it on collection

[Trevor555]

Do you have breakdown cover?

It's a decent way of getting a fault confirmed.

With a fault you have the right to reject.

You'll have to stop using the car if rejecting.

How did you pay for the car?

Did you pay for the car in full before seeing it?

Poor accident repairs may not class as a fault, and it's generally expected that a buyer ensures they're happy with the condition of the used car they're buying.

Has the dealer given you a Hpi cert?

Rejecting a car is easy if the dealer plays ball. If not it can be a nightmare where you can't use the car, and a possible a lengthy delay in getting your money back.

If you've taken finance then reject it to both dealer, and finance company.

Edited by Trevor555 on Sunday 4th May 10:02

[Rotaree]

The Consumer Rights Act 2015 details the process. More here.

I've done it twice (I know, I should be more careful when I'm buying!). Stop using the car immediately and follow the advice in the Act and it should be fine. Most dealers know the rules and will play ball (albeit reluctantly) rather than risk the bad publicity.

[pugboy84]

Thanks for the reply , it was financed and all cars are stated as hpi clear. I have done my own checks and they came back clear. . The car can’t be driven currently as the hose has split. It has a child lock fault and the mirror fault again no big issue but the bodywork is my biggest concern as any resale value will be affected as it’s clearly been in an accident. It is my partners only means of transport to and from work so dragging this out and not being able to use the car could turn into a nightmare

[Trevor555]

pugboy84 said:

Thanks for the reply , it was financed and all cars are stated as hpi clear. I have done my own checks and they came back clear. . The car can’t be driven currently as the hose has split. It has a child lock fault and the mirror fault again no big issue but the bodywork is my biggest concern as any resale value will be affected as it’s clearly been in an accident. It is my partners only means of transport to and from work so dragging this out and not being able to use the car could turn into a nightmare

For your rejection focus on the faults, not the accident repairs.

Great that you've got finance, reject to finance, and dealer.

It's well worth contacting Citizens advice, as they'll give you a case number, and point you to template letters on their website so you have the correct wording for your rejection letter.

Quote the CA case number on all emails to finance co, and dealer.

Give timelines, 14 days to respond.

[pugboy84]

[pugboy84]

[pugboy84]

[pugboy84]

[pugboy84]

[Rotaree]

Trevor555 said:

For your rejection focus on the faults, not the accident repairs.

Great that you've got finance, reject to finance, and dealer.

It's well worth contacting Citizens advice, as they'll give you a case number, and point you to template letters on their website so you have the correct wording for your rejection letter.

Quote the CA case number on all emails to finance co, and dealer.

Give timelines, 14 days to respond.

This is definitely good advice; the CAB were very helpful and I think I used their template or one that they recommended on the first rejection. (It was DIY on the second, I was an old hand by then!).

[pugboy84]

Thanks mate , but would I not have to give them chance to fix the faults? the hose and mirror? These can easily be fixed it’s the front end that’s the issue really . But as I understand I should have inspected the car properly but it was all a bit rushed . I can’t use the car but need this resolved as my missus has a 110 mile round trip each day to work and this is her only way of getting to work. All a bit of a mess really

[Trevor555]

pugboy84 said:

Thanks mate , but would I not have to give them chance to fix the faults? the hose and mirror? These can easily be fixed it’s the front end that’s the issue really . But as I understand I should have inspected the car properly but it was all a bit rushed . I can’t use the car but need this resolved as my missus has a 110 mile round trip each day to work and this is her only way of getting to work. All a bit of a mess really

Sorry, I'm going to be blunt.

Decide today if it's rejection route you want to go down.

You must stop using the car if you're rejecting.

Within the first 30 days of ownership you don't have to give the dealer an opportunity to repair.

Either go in hard with rejection, or you'll be keeping the car accepting the poor body repairs.

Maybe the dealer will repair the faults, and tidy up the repairs?

You say they're a reputable dealer?

But any dealer selling a 30k car in that condition doesn't fit that description in my book, so I wouldn't trust them to rectify the poor repairs properly.

Edited by Trevor555 on Sunday 4th May 11:15

[pugboy84]

Thanks for the advice I will be rejecting the car as It’s just not acceptable on a car of that price.

[bennno]

pugboy84 said:

Did you send Stevie Wonder out to check it over prior to collection?

[pugboy84]

bennno said:

Did you send Stevie Wonder out to check it over prior to collection?

I know pal I feel like a right idiot. I had received full walk around videos and the website had detailed photos which all looked goody it’s a low mileage car which was stated as never being in an accident and the handover was a bit rushed as there was another guy collecting his car so it was just here’s the keys away to go. It’s not something I thought I’d have to worry about but here we are

[Rotaree]

pugboy84 said:

I know pal I feel like a right idiot. I had received full walk around videos and the website had detailed photos which all looked goody it’s a low mileage car which was stated as never being in an accident and the handover was a bit rushed as there was another guy collecting his car so it was just here’s the keys away to go. It’s not something I thought I’d have to worry about but here we are

If it was stated to you that it had never been in an accident, especially if you have written or video evidence, and it clearly has then the Consumer Rights Act 2015 is categorical - the car is not as described so there is no argument against the case for rejection; the dealer has no right not to accept rejection.
Do not be tempted to use it, accepting there will be some inconvenience to your wife you might have to hire or borrow a car in the short term. I didn't use it but I have a vague memory that somewhere in the Act there is provision for claiming for expenses as well (I may be mistaken but definitely worth checking and the CAB will be able to advise).

[Lo-Fi]

bennno said:

pugboy84 said:

Did you send Stevie Wonder out to check it over prior to collection?

To be fair, it's a VAG; it could have left the factory like that...

[pugboy84]

Rotaree said:

If it was stated to you that it had never been in an accident, especially if you have written or video evidence, and it clearly has then the Consumer Rights Act 2015 is categorical - the car is not as described so there is no argument against the case for rejection; the dealer has no right not to accept rejection.
Do not be tempted to use it, accepting there will be some inconvenience to your wife you might have to hire or borrow a car in the short term. I didn't use it but I have a vague memory that somewhere in the Act there is provision for claiming for expenses as well (I may be mistaken but definitely worth checking and the CAB will be able to advise).

It just says on their website that all cars are HPI clear and I carried out my own checks aswell. Just not sure how I should word the rejection as I want this to be as quick as possible so I can get her into another car . I’ll look at short term hire just to get her to work and back

[Fady]

pugboy84 said:

bennno said:

Did you send Stevie Wonder out to check it over prior to collection?

I know pal I feel like a right idiot. I had received full walk around videos and the website had detailed photos which all looked goody it’s a low mileage car which was stated as never being in an accident and the handover was a bit rushed as there was another guy collecting his car so it was just here’s the keys away to go. It’s not something I thought I’d have to worry about but here we are

In your defence, there is a considerable about to take in when picking up a car. Unless armed with a checklist and an abundance of time, you are always miss something. Plus with the videos etc.there would have been some sort of expectation that things would have been checked over and correctly addressed by the dealer including any shoddy repair.

Best of luck with the rejection (and all 'Stevie' ever does is play music but gets blamed for all manner of ills :-) ).