Ordered a leased car which never arrived

m344

Hello all,
I'm looking for some advice, please can you help?
I ordered a Mercedes with Nationwide Vehicle Contracts. Once their £200 fee was taken they became very difficult to deal with and get hold of, Arval is their finance provider. So once all the paperwork etc was signed I thought I was through the most of it and all they'd have to do is deliver. I'd like to point out this was a stock vehicle with a three week lead time. So weeks went buy I tried contacting NVC to no avail and spoke to the finance provider. Arval agreed all was in order on their end and it was NVC holding everything up which they weren't pleased with. There was significant lapses in time before this and if I add all of this up they have had so many weeks but from the day everything was finalised they have had several weeks. I chased via calls, emails etc and they took the phone of the hook, gave out of office replies etc. Then coronavirus struck and I continued to chase I got through via a generic email on Wednesday (two days after the Corona issues here) and received a copy and paste saying nothing will be delivered per Monday's government announcement. I completely understand this and why no vehicles would be delivered now (health, safety, common sense etc) and I'm not arguing with that. Only they wouldn't put my stock vehicle in for delivery for WEEKS on end before this. It seems the car has gone missing and despite leaving messages for callbacks I can't speak to anyone. I'd like to cancel as I'm sceptical the car won't be delivered even post corona and it is supposed to be a stock car. Does anyone know if/how I can get out of the contract and get refunded on my fee? I'd like to highlight that this is because of the disappearing act that started weeks before the lockdown -they took the money and then did not provide the car and I haven't been able to get through to my contact, only the one email I received back from their generic info account. Nobody could/would discuss what happened to the car or where it is. 

Herzlos

Contact Arval again and get them to cancel it. 

peter_the_piper

I noticed that a very poor review on Trustpilot got an instant reply from Nationwide, it may be a way to get an answer.

m344

peter_the_piper said:

I noticed that a very poor review on Trustpilot got an instant reply from Nationwide, it may be a way to get an answer.

Hi Peter. Thanks for your response. I did post one and they ignored it. Someone else posted a negative one the day after me and they responded. I also noticed conveniently a string of five star reviews from brand new accounts appeared the next day. 

m344

Herzlos said:

Contact Arval again and get them to cancel it. 

Hi. I contacted Arval again and they have agreed that NVC have clearly gone wrong. They are happy to cancel the finance agreement but say it needs to be trigged by NVC.