Used car from main dealer – resolving an issue
Discussion
I purchased a used car from a main dealer 6 months ago. I don’t need to name the dealer or the brand, but it’s a well known brand. We purchased from a main dealer for the peace of mind that it wasn’t just polished and flipped. Fast forward just 2.5k miles, we get an awful grinding noise coming from rear (no dashboard warnings) and take it to our nearest main dealer (we were told that’s fine to do as the dealer we got it from wasn’t local). They said the discs and pads were shot to pieces and both needed replacing. I know we could have got this done much cheaper elsewhere but I agreed to getting it done with a view to following up with the dealer we bought it from.
I contacted the main customer service who said something about they uphold standards but dealers are mostly independent so it’s on them to resolve such issues. They passed on my complaint and over a week later and a unreturned phone call from me, they haven’t been in touch.
I know brakes wear out but we were assured all components had at least 30% on them when we purchased the car. That does not ring true considering 2.5k miles later they are metal to metal and discs destroyed. I expect this from a dodgy backstreet garage.
This isn’t a performance car. It’s 3 years old (although that isn't relevant).
Any thoughts on this situation? I really don’t think I’m being unreasonable to expect a better condition of car from a main dealer. How much weight does the main UK customer service have on these issues? Small claims court?
I contacted the main customer service who said something about they uphold standards but dealers are mostly independent so it’s on them to resolve such issues. They passed on my complaint and over a week later and a unreturned phone call from me, they haven’t been in touch.
I know brakes wear out but we were assured all components had at least 30% on them when we purchased the car. That does not ring true considering 2.5k miles later they are metal to metal and discs destroyed. I expect this from a dodgy backstreet garage.
This isn’t a performance car. It’s 3 years old (although that isn't relevant).
Any thoughts on this situation? I really don’t think I’m being unreasonable to expect a better condition of car from a main dealer. How much weight does the main UK customer service have on these issues? Small claims court?
Funky Squirrel said:
Didn't we have this thread last week too.....
It seems there's a lot of luck on the various versions of "Approved Used" schemes. We looked at a nearly new car at a main dealer last year and the sales person couldn't work out why the cover/floor of the boot wouldn't fit properly on a particular car. The different colour but otherwise identical car alongside helped in showing the panel gaps weren't quite right. It had been rear ended and repaired and clearly not very well. liner33 said:
Brakes are wear and tear item so you wont get anywhere im afraid , yes its not ideal but those (insert number here) health checks arent worth anything
My point is they said their health check or whatever it's called ensures at least 30% left - it wasn't. That's a lie. Surely companies have to be accountable for their claims; you shouldn't have to just accept "health checks aren't worth anything"Does said vehicle have an electronic handbrake perchance? Some of them chew through rear pads at a rate of knots because the handbrake binds a bit when you move off. We had an Insignia pool car that did a set of rear brakes in under 15K.
You haven't got a leg to stand on to get any money back legally because you haven't given the supplying dealer the opportunity to rectify the fault. As soon as it became apparent it was not a warranty issue you should have approached them and requested they resolve the problem.
Anything you get from them will on a goodwill basis.
You haven't got a leg to stand on to get any money back legally because you haven't given the supplying dealer the opportunity to rectify the fault. As soon as it became apparent it was not a warranty issue you should have approached them and requested they resolve the problem.
Anything you get from them will on a goodwill basis.
quinny100 said:
Does said vehicle have an electronic handbrake perchance? Some of them chew through rear pads at a rate of knots because the handbrake binds a bit when you move off. We had an Insignia pool car that did a set of rear brakes in under 15K.
You haven't got a leg to stand on to get any money back legally because you haven't given the supplying dealer the opportunity to rectify the fault. As soon as it became apparent it was not a warranty issue you should have approached them and requested they resolve the problem.
Anything you get from them will on a goodwill basis.
Fair points, and I did consider that I hadn't given them a chance to rectify but as a customer I bought from [insert company name here]. I had no idea they were effectively independent and as a customer you certainly don't get that impression. Basically, they use the brand to give reassurance but in reality you're dealing with an independent. I feel a bit of a mug paying a premium and getting a service I'd expect from Arthur Daley. The dealer in question hasn't even contacted me despite calls and emails so that speaks volumes.You haven't got a leg to stand on to get any money back legally because you haven't given the supplying dealer the opportunity to rectify the fault. As soon as it became apparent it was not a warranty issue you should have approached them and requested they resolve the problem.
Anything you get from them will on a goodwill basis.
Exact thing happen to my Dad with an approved used ford. To their credit they replaced the discs and pads free of charge. I was AMAZED!
I'm not at all surprised they haven't chased you to resolve a problem that will cost them money or potentially lead to an arguement. I wouldn't ring you either, I would hope you got bored and went away Ring them directly and ask. They might suprise you. I wouldn't get your hopes up...
I'm not at all surprised they haven't chased you to resolve a problem that will cost them money or potentially lead to an arguement. I wouldn't ring you either, I would hope you got bored and went away Ring them directly and ask. They might suprise you. I wouldn't get your hopes up...
washingitagain said:
That was the odd thing. It does have sensors but they didn't trigger. The dealer said the worst side was the one without the sensor.
Could have been a stuck pad or caliper slider - happened on daughter's Honda Jazz, also at 3yrs old, just after the car had been serviced, and rear pads noted as 20% worn.As it happens that pad did have an acoustic wear indicator so it started screeching, but doing it all the time, not just when braking. Dealer looked at car - and that means literally just walked around it and looked - and the said it was fine as the outer pads were OK - and sent daughter on her way. I had words with the service manager and a proper look found the issue.
Neither the dealer not Honda gave a toss about not finding the problem, or it happening in the first place. Dealer told me I should jet wash the brakes! Daughter was charged Honda's absurdly names "Happiness" full price for new rear pads and discs - something we'd never normally expect to replace in our ownership.
washingitagain said:
I purchased a used car from a main dealer 6 months ago.
&
I contacted the main customer service who said something about they uphold standards but dealers are mostly independent so it’s on them to resolve such issues.
A dealer while independent, operates within the manufacturers franchise agreement, this applies to new vehicles from the represented brand & manufacturer approved used vehicle from the brand.&
I contacted the main customer service who said something about they uphold standards but dealers are mostly independent so it’s on them to resolve such issues.
It does not apply to vehicles out with the brand, or vehicles within the brand that are sold out with the approved used scheme - the manufacturer would have no involvement at all in this case (standard warranty excluded should it still apply).
Novexx said:
A dealer while independent, operates within the manufacturers franchise agreement, this applies to new vehicles from the represented brand & manufacturer approved used vehicle from the brand.
It does not apply to vehicles out with the brand, or vehicles within the brand that are sold out with the approved used scheme - the manufacturer would have no involvement at all in this case (standard warranty excluded should it still apply).
Thanks for the replies. Sounds like it's not unusual and there have been mixed experiences with resolution. In my defence for not going to them with the problem they said I could always go to any dealer in the network if there is a problem.It does not apply to vehicles out with the brand, or vehicles within the brand that are sold out with the approved used scheme - the manufacturer would have no involvement at all in this case (standard warranty excluded should it still apply).
Novexx - Could you explain the above a bit clearer as I don't understand the differences? We purchased the car from a main dealer who sells new and approved used vehicles.
An update (as I hate threads which die with no resolution).
After persisting with the UK / head office approach and still not getting replies from dealer, I said to the UK I wanted to know their formal complaints procedure. I said as far as I was concerned I was purchasing from *the brand* and I don't care if dealers are franchised if the big logo is on the top and the prices are higher accordingly.
I then get a call from a very senior chap at the branch (on the business side). He was not impressed his sales manager had decided to ignore me and the head office and after a couple of conversations he offered me half the cost of the brake repairs as goodwill gesture which I accepted. He as good as said that if the sales manager had actually spoken to me he would have refused to pay out (because I didn't raise with them at the time of the repair, I could have been thrashing it about - all of which I would have argued with) but because I'd been treated so poorly he made the offer.
Lesson learned is that maybe those main dealers are on tight margins like everyone else and I should have got my hands dirty looking over it as I would have buying from elsewhere.
After persisting with the UK / head office approach and still not getting replies from dealer, I said to the UK I wanted to know their formal complaints procedure. I said as far as I was concerned I was purchasing from *the brand* and I don't care if dealers are franchised if the big logo is on the top and the prices are higher accordingly.
I then get a call from a very senior chap at the branch (on the business side). He was not impressed his sales manager had decided to ignore me and the head office and after a couple of conversations he offered me half the cost of the brake repairs as goodwill gesture which I accepted. He as good as said that if the sales manager had actually spoken to me he would have refused to pay out (because I didn't raise with them at the time of the repair, I could have been thrashing it about - all of which I would have argued with) but because I'd been treated so poorly he made the offer.
Lesson learned is that maybe those main dealers are on tight margins like everyone else and I should have got my hands dirty looking over it as I would have buying from elsewhere.
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