Rejecting vehicle Santander

DragonTree

Hi there
Will try to make this is short as I can, which will still be lengthy, sorry.  

Purchased a car from Parks. Financed with Santander. Within 6 months the car warning systems were going off whilst driving - errors to air bag/ handbrake/power steering. The steering wheel would lock up WHILST DRIVING and all the electrics were still running even when the key was REMOVED FROM IGNITION. Of note, the handbrake was electric. 

Vehicle was recovered twice. I officially rejected vehicle in December  with both Santander and Parks. Q lots of back and forth emails/phone calls etc. Parks failed three times to find any faults at all and wanted me to pick up the car. I did not. Santander had their inspectors ACE check the car - again, car is fine, fit to drive, take it back. This is despite sending video footage of what the car was actually doing… Santander refused my rejection.I paid for an independant expert forensic and court witness investigator to look at the car. Many problems were found, electrics/steering/brakes/tyres -the car was deemed unfit for public highway, effectively should not have been sold. ( I have no idea how this car passed the safety checks the dealership carry out)  I went to the Financial Ombudsman and very quickly managed to get a case together - they advised Santander to reject my vehicle. In the meantime Santander decided that , as neither of them could find an issue with the car, they wanted to fix it on the back of the really really expensive report I had sourced and paid for, but it was ok because they wouldn’t charge me for the repairs. Totally disgusted and floored by this, I sent a letter to their customer and consumer services, and their head of complaints - all have been ignored. The latest email from Santander is that actually, it’s not up to us, it’s up to Parks to reject the car. So it continues. Since December. Both Santander and Parks know I’m disabled, know this is affecting me really badly in several ways. I have had no car since December and it’s now May. They have even been charging me finance on a car that has been in their possession since December, which forces me to continue to pay insurance as well. But I’ve not got the car! I believe it’s a death trap and no way am I driving it. I won’t put my kids, and other road users at risk from this dangerous machine. 

So, I’m still waiting for them to respond. They are still messing about and procrastinating and I see
no end in sight. Even though the Ombudsman are involved. Is there anything I can do, any steps or action I can take to get this resolved so I get on in life? I need a car, but can’t afford to buy another whilst paying for this one. I have never been offered a courtesy vehicle during this. I have sent them a letter of my expectations of them in terms of resolving the rejection, but I won’t hold my breath. Can I do anything at all? Do I have to just sit here whilst the play pass the buck?? Why are they allowed to string it out like this?
Thankyou for reading. 

DragonTree

Just realised I never named the company who helped me massively - Elite Inspections. Wonderful people, helped me out massively with no obligations. If you are stuck in a situation rejecting a vehicle, I highly recommend calling them. 

Ectophile

Where is the Ombudsman in their process?  Have they made a final ruling that Santander should cancel the finance, or is that just an interim judgement?  If it's not final, it's worth holding back, as much as you won't want to, until you do get a judgement in your favour.

If you then don't get any joy, write to Santander, demanding that they

1. Cancel the finance agreement in its entirety
2. Repay you everything you have paid so far
3. Repay you the cost of your independent report.

Make it a Letter Before Action and say that if they do not agree to do all those things, the next they will receive is a lawsuit.

DragonTree

Hi there. No there no final judgment yet. Just have to wait it out I guess! I have requested that they fulfill repayment of the things you have suggested, plus other things which are relevant to this particular case. Didn’t know about the letter before action though. 

Thank you for taking the time to respond. 

DragonTree

Just an update for anyone watching with interest! I had emailed several times people at Santander - a quick check online and it’s not actually very difficult to obtain email addresses for some higher ups, so I emailed those, and also my local MP as I’m totally scunnered with all of this, and I think the time they are given to respond is unnecessarily long and time wasting. I have received a written acknowledgment from Santander, a phone call from a very pleasant gent in their complaints department, and an email detailing further action from my MP. So I would say, don’t give up, utilise all tools at your disposal, and keep pushing. The system needs overhauled. I will keep updating if there are any further actions taken. 

DragonTree

Update for today - another payment for the car has been taken from my bank account. Sigh 😔 

sleepymans

This would seem a very interesting case that The Black Belt Barrister might like to comment on???

Bubblytots

Good Afternoon , Ive had a very similar experience with Santander . I have a kia Stonic car , the car is a 23 plate . Ive had 2 new clutches in 9 Months of having the car. The second time the clutch went I contacted Santander . Long story short My Gear box is also on its way out. Has anyone had problems talking to a Manager ? I have !! Apparently they don't deal with complaints ! Only if it's to do with a member !! How mad is this ?   I finally had a manger call me last Friday to say they are finally Rejecting the car !! This is after having  many Conversations with different call handlers , some are lovely and some aren't . One lady told me when the car is rejected you get all payments back & deposits that you have made to them . Not one single person has ever mentioned MILAGE !! Has anyone else had this ? They charge 45p per mile . I thought a car was to drive , in which case will obviously have  millage . It seems so unfair that now  Im  possibly going to have to pay this . They get the milage money then ive been told it will get sold at auction SO WILL BE MAKING ON THAT TOO . How is this fair ? 2 clutches down and now a gear box and we walk away with pretty much nothing . Any Advice would be greatly appreciated . I have drafted an email to the CEO we are thinking of taking them to court .

CliveOfIndia

Bubblytots said:

Any Advice would be greatly appreciated

You really should start your own thread, rather than resurrecting one that's 2 years old (which is against Forum guidelines).

Ive had 2 new clutches in 9 Months of having the car.

Whilst admittedly unusual, that's not impossible, depending on how you drive the car.

Bubblytots said:

ive been told it will get sold at auction SO WILL BE MAKING ON THAT TOO

Actually they'll probably make a loss on it by selling at auction.