Rejecting pre registered car

[shanks86]

Dear All,

Posting as a bit of a rant, also looking for constructive advice.

I have just gotten home after driving 6 hours round trip to MB Loughton. I went to PEX my F10 M5 for an as new A35 (I know- but cheaper to run and I do lots of miles) with 17k cash which I paid in advance (& road tax).

I get there and see the A35 with 120 miles on the clock had a nice 50p size dent with broken paint on the right side passenger door. I was immediately deflated about this purchase.

Salesman (who was actually the only sensible person at this place) assured this would be rectified asap. Given my work/ life and hectic schedule, I wasn't really happy to take the car with damage in it, as I knew once I drive off & give them my car and the total is paid off, I am at their mercy.

I said I was happy to take the car if they come at a date/ time convenient to me and load car on transporter to have it repaired at any of their dealers in group, or I get it repaired at a local dealer and they pay them the invoice. This was swiftly rejected.

I was offered for someone to come to my house, pick up and drive the A35 the 300 mile round trip, or take a courtesy car today, and someone would drive 150 miles to the house after they repair the dent & respray- no answer was given when I asked what happens if the car gets stonechips/ damage whilst their person is driving it.

I told them politely what I thought of their suggestion & stated asking for a transporter for an effectively brand new car isn't unreasonable (is it?). Sales manager who was at home & couldn't be bothered to speak to me told the embarrassed salesman no dice- I give them my M5 & get lost & they will repair at their convenience.

This went on for 2 hours. My poor dog was with me and I was getting increasingly irritated- they have made the mistake and I was not asking anything I felt was unreasonable (I didn't even ask for money off).

When the business manager flatly said this was my only option, I stated I would rather reject the car- the service from them was appalling.

I was then asked to write an email stating I was rejecting the car, which I did, and left with my M5.

I have of course written to head office- but knowing how car dealers/ manufacturers are, am not expecting anything from them.

Wanted to know whether you guys would have done the same? I was happy to take the car, just didn't want someone random driving it for so long (plus what happens if they damage it en route/ stone chips etc)

In my email to head office- I have said I would be happy if they can source me another pre registered A35 at the same deal, I am happy to buy this car- can this be done, or is this a pipe dream?

Also- what is a reasonable amount of time to wait for my refund? In my email I have demanded it same business day, but this outfit looks a joke so I have doubts- how long would you wait before kicking up a huge fuss?

• ***Update

This apparently went up the chain of command yesterday & when the higher ups heard, they decided to make things right- one of the very senior business managers called me, offered to deliver it to the dealership right near work on a transporter plus £250 or a free service as good will & half a tank of fuel. Of course the damage was fully rectified & car polished up perfectly.

Took a couple of days but now all sorted & must say the FL 35 AMG has more usable power than the F10 M5, which only really came alive after silly speeds & had serious traction issues in Autumn/ Winter & Spring!!

Edited by shanks86 on Wednesday 30th October 17:51

[flight147z]

You made the correct call. If not happy just walk away, plenty of other cars out there

[ninepoint2]

shanks86 said:

take a courtesy car today, and someone would drive 150 miles to the house after they repair the dent & respray

This is the sensible solution, you are being a bit of an arse frankly, behaving in the way you have is only going to get their backs up and not really doing much in terms of building a relationship with them.

[QuickQuack]

shanks86 said:

Dear All,

Posting as a bit of a rant, also looking for constructive advice.

I have just gotten home after driving 6 hours round trip to MB Loughton. I went to PEX my F10 M5 for an as new A35 (I know- but cheaper to run and I do lots of miles) with 17k cash which I paid in advance (& road tax).

I get there and see the A35 with 120 miles on the clock had a nice 50p size dent with broken paint on the right side passenger door. I was immediately deflated about this purchase.

Salesman (who was actually the only sensible person at this place) assured this would be rectified asap. Given my work/ life and hectic schedule, I wasn't really happy to take the car with damage in it, as I knew once I drive off & give them my car and the total is paid off, I am at their mercy.

I said I was happy to take the car if they come at a date/ time convenient to me and load car on transporter to have it repaired at any of their dealers in group, or I get it repaired at a local dealer and they pay them the invoice. This was swiftly rejected.

I was offered for someone to come to my house, pick up and drive the A35 the 300 mile round trip, or take a courtesy car today, and someone would drive 150 miles to the house after they repair the dent & respray- no answer was given when I asked what happens if the car gets stonechips/ damage whilst their person is driving it.

I told them politely what I thought of their suggestion & stated asking for a transporter for an effectively brand new car isn't unreasonable (is it?). Sales manager who was at home & couldn't be bothered to speak to me told the embarrassed salesman no dice- I give them my M5 & get lost & they will repair at their convenience.

This went on for 2 hours. My poor dog was with me and I was getting increasingly irritated- they have made the mistake and I was not asking anything I felt was unreasonable (I didn't even ask for money off).

When the business manager flatly said this was my only option, I stated I would rather reject the car- the service from them was appalling.

I was then asked to write an email stating I was rejecting the car, which I did, and left with my M5.

I have of course written to head office- but knowing how car dealers/ manufacturers are, am not expecting anything from them.

Wanted to know whether you guys would have done the same? I was happy to take the car, just didn't want someone random driving it for so long (plus what happens if they damage it en route/ stone chips etc)

In my email to head office- I have said I would be happy if they can source me another pre registered A35 at the same deal, I am happy to buy this car- can this be done, or is this a pipe dream?

Also- what is a reasonable amount of time to wait for my refund? In my email I have demanded it same business day, but this outfit looks a joke so I have doubts- how long would you wait before kicking up a huge fuss?

I understand being frustrated that the car has dent when you come to collect it, but not letting the collection person drive it and insisting on a car transporter is insane. It's an A35, not a Ferrari or McLaren. Even many of those get driven to their destination by employees.

[shanks86]

So just because it’s not a Ferrari you’re happy for someone else to drive your car more miles than it has done? Okay then.

[shanks86]

ninepoint2 said:

This is the sensible solution, you are being a bit of an arse frankly, behaving in the way you have is only going to get their backs up and not really doing much in terms of building a relationship with them.

I’m not fussed about a relationship with them- I just want the car in the condition it was described in with the miles it is meant to have had.

Is it unreasonable to ask to get it repaired at my local garage and have them pay for it? Because that is what I did and probably would have been the cheapest and most sensible way out.

Idk

[shanks86]

flight147z said:

You made the correct call. If not happy just walk away, plenty of other cars out there

Thanks yeah the more I think about it there more I think I’ve dodged a bullet. I know I would have been OCD esp if not repaired/ blended in 100%

Just the nonchalant attitude from the sales manager really wound me up- I gave them many options which would have not cost them much and actually been a good way out.

[Sheepshanks]

flight147z said:

You made the correct call. If not happy just walk away, plenty of other cars out there

Maybe, but why do they always seem to be many miles away?

Looking at a couple of different cars at the moment and the ideal car of each type is 179 miles away in one case and 192 in the other. I bought a car 90 mins away once - not a great distance, but a slow journey - and that was a right pain with whole days wiped out taking it back a couple of times. I vowed never again.

[ninepoint2]

shanks86 said:

Is it unreasonable to ask to get it repaired at my local garage and have them pay for it? Because that is what I did and probably would have been the cheapest and most sensible way out.

Idk

I would say yes and as they have no control over the quality of the repair then they rightly would not want that solution, you have already shown to them you are an unreasonable customer and if the repair turns out to be crap I've no doubt you would find some way of blaming the dealer.

[Boringvolvodriver]

I think that in the circumstances and with the distance involved, I would have pushed them for a discount on the car and then arranged my own repair at the local MB dealership.

[skyebear]

QuickQuack said:

I understand being frustrated that the car has dent when you come to collect it, but not letting the collection person drive it and insisting on a car transporter is insane. It's an A35, not a Ferrari or McLaren. Even many of those get driven to their destination by employees.

Read what they wrote FFS. Either transport it to a group dealer or OP can take it to a local dealer if they get reimbursed.

There's a theme on PH of folk accepting any old guff from dealers and just bending over.

Dealer took the piss, OP gave them a couple of options, probably hoping they'd take the second so they could get on their way in the new car.

OP, I think you were reasonable and did the correct thing.

[shanks86]

I’ve never rejected a car (20+ cars brought no issues) & not sure why you’re trying to stick up for the dealer who has made the error?

[shanks86]

Sheepshanks said:

Maybe, but why do they always seem to be many miles away?

Looking at a couple of different cars at the moment and the ideal car of each type is 179 miles away in one case and 192 in the other. I bought a car 90 mins away once - not a great distance, but a slow journey - and that was a right pain with whole days wiped out taking it back a couple of times. I vowed never again.

I know I’ve always noticed they are never nearby! I’ve had a few far away but never had a problem where the dealer hasn’t accommodated the customer, esp when I’m not asking the earth!!

[Gericho]

I would never ever let them try to take my car back on a massive trip driven by some unknown person and pick up unknown damage. Also I wouldn't want them to add that mileage to my new car.

This did actually happen to me once but after I had taken the car. Not something I want to repeat.

So am I right in understanding that they wouldn't repair it and deliver it you on a transporter? Did you get your deposit/cash back?

Edited by Gericho on Sunday 27th October 23:00

[shanks86]

Boringvolvodriver said:

I think that in the circumstances and with the distance involved, I would have pushed them for a discount on the car and then arranged my own repair at the local MB dealership.

I tried that too- was told they wouldn’t let me get it repaired at my local MB bodyshop.

I wasn’t even asking for a discount just wanted them to do the right thing- repair car & deliver it… they actually have a dealership near my work and the salesman asked if they could transport there (much closer to them)- the sales manager said no to that too.

[shanks86]

skyebear said:

Read what they wrote FFS. Either transport it to a group dealer or OP can take it to a local dealer if they get reimbursed.

There's a theme on PH of folk accepting any old guff from dealers and just bending over.

Dealer took the piss, OP gave them a couple of options, probably hoping they'd take the second so they could get on their way in the new car.

OP, I think you were reasonable and did the correct thing.

Thanks I needed to hear that. I was actually excited about the car- was looking up getting Brabus B35 mods done and all!

[honda_exige]

ninepoint2 said:

shanks86 said:

take a courtesy car today, and someone would drive 150 miles to the house after they repair the dent & respray

This is the sensible solution, you are being a bit of an arse frankly, behaving in the way you have is only going to get their backs up and not really doing much in terms of building a relationship with them.

why should he care about building up a relationship with a random dealer 150miles away?

They've wasted his time and caused him inconvenience, the least they can do is stick it on a transporter rather than deliver him a car covered in 150 miles of road grime. They are going to lose a lot more money through him rejecting it, instead of being pragmatic.

[shanks86]

Gericho said:

I would never ever let them try to take my car back on a massive trip driven by some unknown person and pick up unknown damage. Also I wouldn't want them to add that mileage to my new car.

This did actually happen to me once but after I had taken the car. Not something I want to repeat.

So am I right in understanding that they wouldn't repair it and deliver it you on a transporter? Did you get your deposit/cash back?

Edited by Gericho on Sunday 27th October 23:00

You are correct- the only options were I either take courtesy car and drive 300 miles again after they repair if I don’t want them to drive it (as they’re not liable for any damage done whilst driving), or they will drive to mine and collect then drive it back- again not mentioning what they do if it picks up a fat stone chip/ kerb an alloy… plus are they really going to follow the running in procedure the car needs?

[DP14]

shanks86 said:

You are correct- the only options were I either take courtesy car and drive 300 miles again after they repair if I don’t want them to drive it (as they’re not liable for any damage done whilst driving), or they will drive to mine and collect then drive it back- again not mentioning what they do if it picks up a fat stone chip/ kerb an alloy…

Doesn't sound unreasonable, really. The distance/time issue is a risk that comes with buying from far away.

[OldGermanHeaps]

You dodged a bullet anyway. A repair is never as durable as factory paint.
A repaired mercedes is a ticking time bomb bodywork wise.
If a dealer is going to fk you around pre sale you know they will be a nightmare if anything goes wrong down the line.