Car Dealership Confusion

freelance536

So myself and my wife went into a car dealership to purchase a pcp on a new car. We sat down with a sales rep but unfortunately it didn't go as comprehensively as one would have hoped and the chap seemed to quickly go through the details but missed the paint colour options (we didn't even see the options or costs), I figured maybe it was assumed we'd be going for the stock colour, which would be perfect as that is what we had hoped for.

All details were then signed off and order was placed when out of the blue, the wife gets a call to confirm the paint colour - so she was caught off guard and didn't have a clue what the rep was talking about - he mentioned that she'd be going for the metallic blue and if this was correct? Of course the solid blue colour is default but metallic blue would be additional. So the rep had signed off on metallic blue which had an additional charge and he mentioned nothing about the additional cost over the phone.

After four emails where my wife had asked for the rep to confirm the colour and costs, and getting no response, I had called to talk to them and it later seemed this colour had been charged originally on the vehicle. Which confused me quite a bit because there was no mention of any colour.

I said to the chap over the phone that when he had called my wife, she had no idea what the rep had been talking about and she had assumed this colour to be the stock blue and of course the dealership are just saying because the wife has signed off on the online order portal and confirmed over the phone then we will just have to pay. I did say that had the rep mentioned a price, my wife would have said no. I always thought this was standard practice, to give a price when calling about such a thing. Another thing I thought was strange is that the dealership said they had recorded the conversation with my wife over the phone but during the call it was never mentioned to her that they would be recording her, which I thought you had to do - like part of GDPR.

Does anyone have any advice on this matter and thanks for your time.

born_again

So did you check the paperwork that you signed when agreeing to the deal?

Maybe rep did put blue, but due to 2 types of blue. Someone decided to check exactly which blue you wanted.

GDPR only has to do with personal data, not phone calls.

freelance536

The wife had checked the paperwork but there was an issue. The address was incorrect so had to be changed, unfortunately she signed off on the paper work which was incorrect. She had some difficultly on the companies portal, I think there was blue listed but it was never mentioned about any additional costs or there was no talk about the colour.

tacpot12

It doesn't sound like you have a contract to lease a vehicle. (No meeting of minds as to what you were leasing). Do you have Home Insurance? If so, check to see if you have Legal Expenses cover. If you do, call the legal helpline and get them involved. 

Okell

freelance536 said:

... unfortunately it didn't go as comprehensively as one would have hoped and the chap seemed to quickly go through the details but missed the paint colour options (we didn't even see the options or costs), I figured maybe it was assumed we'd be going for the stock colour, which would be perfect as that is what we had hoped for...

Sorry, but did neither of you think to ask about the colour?

The sales rep might not have covered it but all the more reason for you to query it and not to assume anything.

Doesn't your original order for the car specify a colour?

Who is actually buying the car?  If it's you you might be able to argue that your wife didn't have authority to decide anything about the colour and that the rep should only have spoken to you.  But I'm not sure if that's likely to be a successful argument.

AFAIK it's perfectly legal to record conversations you are a party to - including by telephone.  It might be best practice to inform the other party, but I don't think it's necessary

born_again

I take it given Mrs is signing for the paperwork, this is her car?
Best bet. Take a trip back to dealer ASAP & find out exactly what colour they have ordered, then maybe have to explain that Mrs did not know that there were 2 types of blue & that she only wants the std colour.

Then have a strong word with Mrs to read exactly she is signing & that it is correct.

photome

Is there such thing as a default colour for a car…there will be no cost options and cost options.  The metallic will probably be worth more when it comes to handing back/trading in

Ectophile

photome said:

Is there such thing as a default colour for a car…there will be no cost options and cost options.  The metallic will probably be worth more when it comes to handing back/trading in

Sometimes.  A car may come in one colour as standard, and every other colour is a cost option.