Bought a Damaged Car from Arnold Clark

MentalMinnie

Hoping this is the right place for this.

We recently bought a car from AC. We didn!!!8217;t see the car before putting the deposit down, however they sent me a personal video in which the sales guy states the car was in pristine condition and like new. We were going to part ex our existing car. The car was being transferred from a dealership down south to one nearer to us.

My husband went to collet the car on 19th May and found it had numerous scraps and scratches etc. Far from pristine, so my husband refused to accept it. He spoke with the guy at the dealership we purchased it from whom stated the car must have been damaged on the transporter, and that if we agreed to take the car, they would fix everything. My husband documented all the damage and emailed it to the sales guy.

The sales guy called me 2 days later to say I could take the car to a completely different dealership but not until w/c 4th June for the damaged to be assessed and a quote raised, which would be sent to the original branch for approval.

Fast forward to today and they have said that they won!!!8217;t be repairing all the damage. My question is, can we return the damaged car, and get my car that I part ex!!!8217;ed back? I still have the V5 for the car I part ex!!!8217;ed. I told him from the get go that if if wasn!!!8217;t all fixed we!!!8217;d be returning the new car and I!!!8217;d be taking my old car back. They!!!8217;ve now taken a deposit for my old car, but say that they can!!!8217;t sell it til I give them the V5.

Any advise would be welcomed

Stoke

MentalMinnie wrote: »

Hoping this is the right place for this.

We recently bought a car from AC. We didn!!!8217;t see the car before putting the deposit down, however they sent me a person video in which the sales guy states the car was in pristine condition and like new. We were going to part ex our car. The car was being transferred from a dealership down south to one nearer to us.

My husband went to collet the car on 19th May and found it had numerous scraps and scratches etc. Far from pristine, so my husband refused to accept it. He spoke with the guy at the dealership we purchased it from whom stated the car must have been damaged on the transporter, and that if we agreed to take the car, they would fix everything. My husband documented all the damage and emailed it to the sales guy.

The sales guy called me 2days later to say I could take the car to a dealership but not until w/c 4th June for the damaged to be assessed and a quote raised, which would be sent to the original branch for approval.

Fast forward to today and they have said that they won!!!8217;t be repairing all the damage. My question is, can we return the damaged car, and get my car that I part ex!!!8217;ed back? I still have the V5 for the car I part ex!!!8217;ed.

Any advise would be welcomed

With respect, the part in bold is your first mistake. Just because AC have a nice frontend and blokes in suits who love to grin !!!! doesn't mean you should trust them.

Is there not a cooling off period in-which you can return the car? It gets tricky because you've been driving it, so they can argue the damage wasn't caused by them. Hopefully your husband gathered evidence to prove this is false and you were given the car with damage and promised a resolution.

I would suggest escalating the case. Arnold Clark must have a customer services dept where you can escalate these things above the individual dealers?

MentalMinnie

Stoke wrote: »

With respect, the part in bold is your first mistake. Just because AC have a nice frontend and blokes in suits who love to grin !!!! doesn't mean you should trust them.

Is there not a cooling off period in-which you can return the car? It gets tricky because you've been driving it, so they can argue the damage wasn't caused by them. Hopefully your husband gathered evidence to prove this is false and you were given the car with damage and promised a resolution.

I would suggest escalating the case. Arnold Clark must have a customer services dept where you can escalate these things above the individual dealers?

My husband took photos of the vehicle whilst at the dealership which he emailed to the sales manager there and then.

Stoke

MentalMinnie wrote: »

My husband took photos of the vehicle whilst at the dealership which he emailed to the sales manager there and then.

Do they have an escalation process? I'd find out. I suspect they do, most of these big dealers do.

AndyMc.....

The mistake was paying and taking the car away.

Stoke

AndyMc..... wrote: »

The mistake was paying and taking the car away.

Definitely a valid point. Did you get in writing that they would fix up the car?

MentalMinnie

Stoke wrote: »

Definitely a valid point. Did you get in writing that they would fix up the car?

Yes we have.

Stoke

MentalMinnie wrote: »

Yes we have.

Then it's open and shut. Go to their escalations department. You have it in writing. If they don't fix it, then you've been mis-sold the car.

Surely it becomes open and shut?