Discussion
Hi Everyone,
I'm after some advice.
At the end of June i bought a car from a "reputable" used car dealership a few 100 miles away from me. At the time of collection I was informed that the spare key was at another branch and would be posted to me within the next few days. Now, I've had this happen before and never had any issues as the key normally arrives a few days later.
This time, I haven't had such luck. I contacted the salesman about once a week until now, so that's about 4-5 times. The first 2/3 times I got replies via email (Saved) that say the key will be posted in the next few days etc. However, the email replies have now stopped coming and I have no idea what to do. The car was advertised with 2 keys, I have email confirmation saying that they forgot to send the keys + will send it out soon. But its been 1 month now and I have no key, no contact and no idea what to do. As they're miles away I cant go down and get the key myself.
Can someone advise me on what I should do next? I struggle to deal with confrontation such as this with dealers due to anxiety, and this whole process is quite uncomfortable for me. Im avoiding phone calls as they just say "yeah mate ill send it" and thats that.
Thank you.
I'm after some advice.
At the end of June i bought a car from a "reputable" used car dealership a few 100 miles away from me. At the time of collection I was informed that the spare key was at another branch and would be posted to me within the next few days. Now, I've had this happen before and never had any issues as the key normally arrives a few days later.
This time, I haven't had such luck. I contacted the salesman about once a week until now, so that's about 4-5 times. The first 2/3 times I got replies via email (Saved) that say the key will be posted in the next few days etc. However, the email replies have now stopped coming and I have no idea what to do. The car was advertised with 2 keys, I have email confirmation saying that they forgot to send the keys + will send it out soon. But its been 1 month now and I have no key, no contact and no idea what to do. As they're miles away I cant go down and get the key myself.
Can someone advise me on what I should do next? I struggle to deal with confrontation such as this with dealers due to anxiety, and this whole process is quite uncomfortable for me. Im avoiding phone calls as they just say "yeah mate ill send it" and thats that.
Thank you.
Nice polite letter that they have to sign for, with copy by e-mail the day after it should have arrived ("Do hope you got my letter yesterday, RM Tracking says it was signed for, here's a copy for your ease of reference, look forward to hearing with your proposal/the key by ???"), e-mail setting out the representation and that they have failed thus far to send the key.
Let them know that you require the key by (give date about 7 days after e-mail sent) and that if they do not you will have no option but to arrange for a duplicate at the local dealer which will cost £x and you will then be asking them for that and will be billing for your time dealing with this which will be £y.
If no reply action and then final letter before you issue on line claim against them.
Let them know that you require the key by (give date about 7 days after e-mail sent) and that if they do not you will have no option but to arrange for a duplicate at the local dealer which will cost £x and you will then be asking them for that and will be billing for your time dealing with this which will be £y.
If no reply action and then final letter before you issue on line claim against them.
andburg said:
I would put it in writing giving them another month to provide the key, if you have not received it by the end of Aughust you will arrange for a new key from the local dealer which will cost you £££ and will be initiating legal proceedings.
Thanks. Email or letter? And in terms of legal proceedings what do you mean? Never really had to go down that route so a bit cautious. Rude-boy said:
Nice polite letter that they have to sign for, with copy by e-mail the day after it should have arrived ("Do hope you got my letter yesterday, RM Tracking says it was signed for, here's a copy for your ease of reference, look forward to hearing with your proposal/the key by ???"), e-mail setting out the representation and that they have failed thus far to send the key.
Let them know that you require the key by (give date about 7 days after e-mail sent) and that if they do not you will have no option but to arrange for a duplicate at the local dealer which will cost £x and you will then be asking them for that and will be billing for your time dealing with this which will be £y.
If no reply action and then final letter before you issue on line claim against them.
Thank you.Let them know that you require the key by (give date about 7 days after e-mail sent) and that if they do not you will have no option but to arrange for a duplicate at the local dealer which will cost £x and you will then be asking them for that and will be billing for your time dealing with this which will be £y.
If no reply action and then final letter before you issue on line claim against them.
Do I have legal grounds on this? I read that if they hadn't commented then I wouldn't but as I have email proof of them missing the key then I should be OK.
Is the online claim process easy to manage?
Thanks again
giblets_ said:
andburg said:
I would put it in writing giving them another month to provide the key, if you have not received it by the end of Aughust you will arrange for a new key from the local dealer which will cost you £££ and will be initiating legal proceedings.
Thanks. Email or letter? And in terms of legal proceedings what do you mean? Never really had to go down that route so a bit cautious. If it comes to it, the CAB can give you advice on next steps if the dealer carries on ignoring you.
Serious bit out of the way, now for the standard PH advice:
Dominate the stairs, tell them you are a powerfully built company director type, hammer frozen sausages into their lawn, throw cans of Red Bull at them.
MorganP104 said:
As has been advised by a previous poster, letter first, sent by recorded/special delivery. Nice and formal, firm but fair, reminding them of the promises they made (you might want to include printed copies of previous eMails where they've promised you the spare key). Follow it up with an eMail a few days later.
If it comes to it, the CAB can give you advice on next steps if the dealer carries on ignoring you.
Serious bit out of the way, now for the standard PH advice:
Dominate the stairs, tell them you are a powerfully built company director type, hammer frozen sausages into their lawn, throw cans of Red Bull at them.
Yep, I will do.If it comes to it, the CAB can give you advice on next steps if the dealer carries on ignoring you.
Serious bit out of the way, now for the standard PH advice:
Dominate the stairs, tell them you are a powerfully built company director type, hammer frozen sausages into their lawn, throw cans of Red Bull at them.
Hahahahahaha, I'm tempted but let me pursue the sensible route first. If that fails Ill be hitting Costco for the RB stash.
Zetec-S said:
Have you phoned the dealer, or has it all been via email?
(genuine question, not trying to be argumentative)
Phoned twice in the first two weeks, both times was told the same thing "Sorry we'll send it out it's been really hectic"(genuine question, not trying to be argumentative)
Also sent emails too, to which I have replies saved. Radio silence for the last two weeks, though.
MorganP104 said:
Serious bit out of the way, now for the standard PH advice:
Dominate the stairs, tell them you are a powerfully built company director type, hammer frozen sausages into their lawn, throw cans of Red Bull at them.
Bloody hell! Taking them to some online court? They having a laugh?Dominate the stairs, tell them you are a powerfully built company director type, hammer frozen sausages into their lawn, throw cans of Red Bull at them.
Suspect their is no staircase immediately obvious in this one.......
Therefore:
1. Drive down there and park across entrance and/or exit.
2. Wait till they come out and ask you to move.
3. Tell them you would do BUT you've temporarily lost the key - you know you had it a moment ago, but.......
4. Explain it would be so much easier IF they had sent you that spare key after all.......
5. Give it about an hour just standing there.
6. In the unlikely event officer Dibble shows up in that time, well you find the key in your back pocket!
7. Go inside showroom and tell the sales manager you'll be passing this way at random times each day for the next few weeks.....
(You'll have a new key/compensation to pay for one within 48 hours. Guaranteed.)
8. MAN UP and GET IT DONE!!
HTH!
Edited by cast.roses on Monday 24th July 16:30
Edited by cast.roses on Monday 24th July 16:32
My guess is that they have the key, they just don't know which key is your key...
That said dealers are (IME) notorious for this. I have lost count of the number of cars that I have had to buy second keys for.
Have not used the on line claim thing myself but have been told it is actually very good by a fair few.
That said dealers are (IME) notorious for this. I have lost count of the number of cars that I have had to buy second keys for.
Have not used the on line claim thing myself but have been told it is actually very good by a fair few.
I wouldn't go in all guns blazing just yet, send them a signed for letter requesting key and pointing out that they've promised to send it a number of times. Also point out that it will cost 'x' amount to get a new key made by a dealership, and if they can't provide the original spare as promised at the time of sale, you would expect them to cover that cost.
Don't threaten legal action at this point, it may not be necessary and people can react badly to being threatened.
Don't threaten legal action at this point, it may not be necessary and people can react badly to being threatened.
cast.roses said:
Bloody hell! Small claims court? They having a laugh?
Suspect their is no staircase immediately obvious in this one.......
Therefore:
1. Drive down there and park across entrance and/or exit.
2. Wait till they come out and ask you to move.
3. Tell them you would do BUT you've temporarily lost the key - you know you had it a moment ago, but.......
4. Explain it would be so much easier IF they had sent you that spare key after all.......
5. Give it about an hour just standing there.
6. In the unlikely event officer Dibble shows up in that time, well you find the key in your back pocket!
7. Go inside showroom and tell the sales manager you'll be passing this way at random times each day for the next few weeks.....
(You'll have a new key/compensation to pay for one within 48 hours. Guaranteed.)
8. MAN UP and GET IT DONE!!
HTH!
Umm....don't do this OP. Suspect their is no staircase immediately obvious in this one.......
Therefore:
1. Drive down there and park across entrance and/or exit.
2. Wait till they come out and ask you to move.
3. Tell them you would do BUT you've temporarily lost the key - you know you had it a moment ago, but.......
4. Explain it would be so much easier IF they had sent you that spare key after all.......
5. Give it about an hour just standing there.
6. In the unlikely event officer Dibble shows up in that time, well you find the key in your back pocket!
7. Go inside showroom and tell the sales manager you'll be passing this way at random times each day for the next few weeks.....
(You'll have a new key/compensation to pay for one within 48 hours. Guaranteed.)
8. MAN UP and GET IT DONE!!
HTH!
Edited by cast.roses on Monday 24th July 16:30
giblets_ said:
Cheers everyone for the replies.
Agreed, I dont want to tarnish any relation at this point by bringing in legal action. Im already anxious about it but I will send the letter tomorrow morning to them and get things into motion
Make sure you know how much a new key will cost first, no point plucking a figure out of the air.Agreed, I dont want to tarnish any relation at this point by bringing in legal action. Im already anxious about it but I will send the letter tomorrow morning to them and get things into motion
This happened to me some years ago (up to and including the "radio silence" from the salesman) with a West Yorkshire multifranchise dealership, named after the owner's personal numberplate. A polite letter addressed to said owner resulted in my key turning up within 48 hours.
I now ALWAYS ask "Are there two keys with the vehicle?", and I wouldn't hand over money until I've seen them both.
I now ALWAYS ask "Are there two keys with the vehicle?", and I wouldn't hand over money until I've seen them both.
Mexman said:
I hate to break it to you, but....there is no second key, otherwise you would of had it by now.
Salesman, does certainly not want the grief, hence the radio silence.
There is no second key to give you. End of..
Agree but they CAN provide one though it will hit their bottom line. Salesman, does certainly not want the grief, hence the radio silence.
There is no second key to give you. End of..
ETA: It's this kind of stty behaviour that earns the car trade its unsavoury reputation.
Edited by TheTwitcher on Monday 24th July 19:06
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