Dealership lied about service history

I was wondering if anyone might have some advice or experience in a similar situation please.

I bought a 3 year old car on a PCP agreement 4 months ago. I've just checked when it's next service is due as I had a feeling it was December time. 

I was told via email when i purchased the car (which I still have) that the car had a full service history. So my car had done 68k when I purchased it. Its due a service every year or every 18k miles (whichever comes first). Ergo it should have had 3 services. But it had only had 2.

I contacted the dealership via their WhatsApp chat service. They are trying to suggest it's full service but as you can see from the mileage and 2x services it's missed one. 

I'm pretty annoyed about this because I know its going to affect the value of the car down the line. I would not have purchased the car if they'd have told me it was part service history, due to the mileage and the future depreciation. 

Having worked in car sales myself for a few years many years ago, I never lied to customers about any car I sold. So I guess I was naive in thinking I wasn't being lied to about this car.

Anyway. I've contacted the dealer, they offered me a free service as a 'gesture of good will' which makes me think that they know its wrong. They also said the salesman 'should have been more careful with his wording'. This wording was 'yes it does!' In response to my email asking 'does it have a full service history'. 

They are trying to suggest it has a full service but not in line with the manufacturer. Which to my mind, means it doesn't. 

I have told them I'll be contacting my finance company, I asked the dealership if they are registered with the motor ombudsmen, they said yes. And then asked if I'd like to proceed with applying for rejection of the vehicle. But I'd like to speak with my finance company first.

But essentially, it would be great to know if this information gives me enough grounds to follow up and return the vehicle. I'm quite upset as I really love the car but I've definitely overpaid for it as its not fully serviced.  

Any info would be really helpful thank you

Comments

  • Alderbank
    Alderbank Posts: 2,679
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    edited 30 October 2023 at 11:39AM
    After 4 months ownership you have just noticed that the service is overdue (and was when you took delivery). You told the dealership who have offered a free service. Presumably they would have made that offer whenever you had noticed the error.

    I don't think you are entitled to anything more than that under your consumer rights. I assume the car has not had any problems since you bought it. If it were me, however, if any work beyond the service is needed such as replacing worn disc pads I would expect that to be done also as the gesture of goodwill.

    Since you didn't check the service book I suspect you didn't check for MOT either so you should check that as a matter of urgency.

    I'm not sure of your reason for contacting the finance house.
    With a PCP deal you agree a guaranteed future value at the time of purchase. Both you and the finance house are bound by that. I don't think either you or they can just change the GFV.

    I assume you will accept the service now and will service the vehicle correctly over the next three years. Out of interest, from your experience in the motor trade how much do you think the car's value will be affected in 2026?

    I note you say from your experience in the motor trade that used car salesmen can be trusted and relied upon but that is not the experience of everyone.
  • Alderbank said:
    After 4 months ownership you have just noticed that the service is overdue (and was when you took delivery). You told the dealership who have offered a free service. Presumably they would have made that offer whenever you had noticed the error.

    I don't think you are entitled to anything more than that under your consumer rights. I assume the car has not had any problems since you bought it. If it were me, however, if any work beyond the service is needed such as replacing worn disc pads I would expect that to be done also as the gesture of goodwill.

    Since you didn't check the service book I suspect you didn't check for MOT either so you should check that as a matter of urgency.

    I'm not sure of your reason for contacting the finance house.
    With a PCP deal you agree a guaranteed future value at the time of purchase. Both you and the finance house are bound by that. I don't think either you or they can just change the GFV.

    I assume you will accept the service now and will service the vehicle correctly over the next three years. Out of interest, from your experience in the motor trade how much do you think the car's value will be affected in 2026?

    I note you say from your experience in the motor trade that used car salesmen can be trusted and relied upon but that is not the experience of everyone.
    Thanks for your time,

    Sorry if I wasn't clear, the service isn't and wasnt overdue the next one is due in 5000 miles.

    But it had 2 over the course of its 3 years before I owned it instead of 3 so it had missed a service in the middle prior to my ownership. I checked the book it had stamps and they told me it was full, there's nothing in the manual that tells me the intervals. But after contacting main dealer they've told me it's every 18k miles.

    It had its first mot early before I collected it as it wasn't quite 3 years old yet. 

    As for contacting the finance company from my experience selling cars and dealing with upset customers from other companies they assist people when they have been missold vehicles.


  • I wouldn't class this as mis-selling, it appears to have been a genuine oversight which they've acknowledged and are prepared to correct as best they can, given they don't own a time machine.

    What's your estimate of the loss in notional value of the car as a consequence of the missed service?  What car is it and what did you pay for it?
  • TELLIT01
    TELLIT01 Posts: 16,243
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    I've also learnt not to believe anything a second hand car salesman says.  We were looking for a car for my wife and saw a 6 month old one with about 6k miles on the clock.  Asked its history and was told it had been a demonstrator at another branch so they didn't have the V5 to hand.  We went ahead with the purchase and when we got the V5 discovered that it had in fact been owned by EasyCar.  Thankfully, we have now owned it for 16 years and never had any problems with it.
  • born_again
    born_again Posts: 13,573
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    edited 30 October 2023 at 1:24PM
    Alderbank said:
    After 4 months ownership you have just noticed that the service is overdue (and was when you took delivery). You told the dealership who have offered a free service. Presumably they would have made that offer whenever you had noticed the error.

    I don't think you are entitled to anything more than that under your consumer rights. I assume the car has not had any problems since you bought it. If it were me, however, if any work beyond the service is needed such as replacing worn disc pads I would expect that to be done also as the gesture of goodwill.

    Since you didn't check the service book I suspect you didn't check for MOT either so you should check that as a matter of urgency.

    I'm not sure of your reason for contacting the finance house.
    With a PCP deal you agree a guaranteed future value at the time of purchase. Both you and the finance house are bound by that. I don't think either you or they can just change the GFV.

    I assume you will accept the service now and will service the vehicle correctly over the next three years. Out of interest, from your experience in the motor trade how much do you think the car's value will be affected in 2026?

    I note you say from your experience in the motor trade that used car salesmen can be trusted and relied upon but that is not the experience of everyone.
    Thanks for your time,

    Sorry if I wasn't clear, the service isn't and wasnt overdue the next one is due in 5000 miles.

    But it had 2 over the course of its 3 years before I owned it instead of 3 so it had missed a service in the middle prior to my ownership. I checked the book it had stamps and they told me it was full, there's nothing in the manual that tells me the intervals. But after contacting main dealer they've told me it's every 18k miles.

    It had its first mot early before I collected it as it wasn't quite 3 years old yet. 

    As for contacting the finance company from my experience selling cars and dealing with upset customers from other companies they assist people when they have been missold vehicles.


     Its due a service every year or every 18k miles (whichever comes first)

    So it had 68K on when you bought it & was just under 3 years old.
    Then it was 14K overdue for the 3rd service, when you bought it. Which would render any remaining manufacture warranty worthless.

    So why did you not flag this in at purchase. Given working in car sales in the past, so must have looked at what service intervals were on the car.

    Who's the dealer?

    Full service history, is one of these strange terms, in effect it can be taken it had by the seller. As it had stamps in the book. Just not the right amount as far as manufacture service history would go.
    Life in the slow lane
  • Wonka_2
    Wonka_2 Posts: 610
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    But it had 2 over the course of its 3 years before I owned it instead of 3 so it had missed a service in the middle prior to my ownership. I checked the book it had stamps and they told me it was full, there's nothing in the manual that tells me the intervals. But after contacting main dealer they've told me it's every 18k miles.

    So has it missed a service or is it just missing a stamp ?

    Depending on the make/model there could be records held on the cars computer or centrally in the dealer network ? Or, given the mileage, has it been a fleet car that was serviced in-house ?

    Depending how long you're going to keep it/the mileage you're going to put on it and whether you're going to use main dealer servicing will all have an impact on future value.

    In your position, if I were worried about it, I'd take them up on their offer but on the basis that it's done as a main dealer one which would hopefully flag any issues 
  • sheramber
    sheramber Posts: 18,618
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    What mileage / time scale is shown for each service?
  • I have spoken to my finance company and they have raised the complaint and will get a case handler to act as the middle man so all sorted for now thanks everyone
  • They have admitted fault and are willing to take back the vehicle provided I pay a pence per mile charge. 
  • Sounds like a good result.
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