My open letter to Martin Lewis

Abbafan1972

forgotmyname wrote: »

Shortened version appears to be the OP is unhappy that people return hired/leased? vehicles with minor damages and the OP wants to charge them for the damage.

BUT... due to this website (not sure why he blames Martin?) people get advice on facts that the charges are above the contract and within what is expected of fair wear and tear.

Drive a car on the road then you should expect stone chips and damage to wheels etc.

OP is unhappy the vehicles are returned and the fact they are worth less when it comes to sell them.

Did the OP fail in his business plan? Or just the fact that consumers can now get easy access to whats fair and what they must pay?

Thank you for the "in a nutshell" explanation!

rhysadams

Hi All, thank you for all my replies to this letter. I've received a lot of responses and messages, especially via twitter. Many small business owners are in the same boat.


My letter isn't to blame Martin Lewis for my customer complaints, my complaint is against the customer who refuse to pay and threatens to bring this up with the likes of Martin Lewis and Watchdog, for which we actually welcome.


Understanding this, the cars are returned with the odd stone chip after 6 months, its when they come back with poor repairs, alloy wheels that look like they've been using the kurb for driving in a straight line or cracked windscreens, the list goes on...



We have to follow a strict code of conduct via the BVRLA, each and every time a complaint has been raised against us, its been upheld. So this shows that we are doing our job correctly. Our evidence includes what we've charged, the inspection report and what we've been charged by the supplier (This mirrors what we've been charged).


When the customer enquires, we explain the return conditions, its within the contract for which they need to initial, we supply booklets on the seat and we post one out. Before the vehicle is returned, its on the return form they complete. They receive and electronic copy of the document and another when the End of contract is processed.



Having been in business for 12 years, for sure, we expect a percentage of customers not to pay. However, we have noticed a growing trend of customers not paying, maybe its the current climate, may be these customers are trying it on, believe it or not, we have customers who blame Brexit. One twitter follower did actually bring it to my attention that a large rental company had been done for over charging, so maybe this is part of this growing trend.


With other businesses that have been in touch, here is an example:



First Aid Training provider - Booked for 1 day training programme with 2 individuals. The 2 individuals both called in sick that morning, despite the trainer turning up. Customer refused to pay as training had not been provided, despite there being a cancellation period within their contracts. Again, offers to take this to Martin Lewis as the company has not received the training as contracted.


No issue with Martin Lewis and I thank him for the work he does and for taking his time and replying to me. But I do reiterate, I think people are using Martin's name, down to his consumer advice, for not taking responsibility in causing excess damage to vehicles and not paying for it.


I do really appreciate everyone who has contacted me or replied.

BoGoF

Perhaps if some companies stopped trying to fleece the consumer for repairs that are either not carried out or are charged more than double the commercial rate then this would be less of an issue.

mattyprice4004

I hate to say it, but if such a high risk business is only just providing a living wage it might just be time to put it to bed.
I respect that it must take some tenacity to follow through with Small Claims actions etc - but it just sounds like the risk vs. reward isn't worth it.

Just my 2p as a fellow business owner

Takeaway_Addict

I'm sorry but at the end of the day there is legal recourse if you want to take it...because you choose not to is up to you.


Maybe do it and get it out there that you will and you may find those trying to fleece you stop?

rhysadams

BoGoF wrote: »

Perhaps if some companies stopped trying to fleece the consumer for repairs that are either not carried out or are charged more than double the commercial rate then this would be less of an issue.

This is where we feel we're different, we're transparent and whatever we get charged we pass on with no uplift. Plus the beauty of our cars is that the car goes out brand new to a customer who keeps it for 2-3 months or longer, so the damage could have only been caused by that hirer.

dealer_wins

Sadly I think it is more down to the sign of the times. People seem intent to not honour contracts they have agreed to, are less careful generally, and think its always someone elses fault.

Probably this and other websites have helped this trend, but its sadly the way things are going in this country in general.

Greta_Sharbo

rhysadams wrote: »

This is where we feel we're different, we're transparent and whatever we get charged we pass on with no uplift. Plus the beauty of our cars is that the car goes out brand new to a customer who keeps it for 2-3 months or longer, so the damage could have only been caused by that hirer.

Why the concern about legal action then?

Edit: I read your OP as legal action failing - in hindsight you possibly meant still being unable to enforce any judgement. Probably a valid concern.