Car Purchase - Dealership - Refund

Odbball

Hi All,

I'm aware i have put myself in this situation....in need of help and advice.

Thursday - 19/9/24 - Visited Hilton Car Supermarket.  Test drove a car.  Paid the asking price by debit card, said i would collect on 21/9/24.

Friday 20/09/24 - The morning after, speaking to my wife we decided this wasnt the car we wanted.  I phoned Hilton Car Supermarket to inform them that i nolonger with to purchase the car.  The salesman said a member of management would ring me back.  I also emailed thsi to them.  I recieved no phone call.

Saturday 21/09/24 - 9am I phone t say no one rang me back, to be told this needs to be dealt with by after sales who aren't back in until MOnday

 Saturday lunchtime - i receive an email that the car paperwork has been completed by the Hilton and the car is now in my name.

Monday 23/9/24 - Speak to a memner of after sales who informs me there will be a £500 admin fee deducted from the refund.  I'm not happy about this, but to reach a resolution i agree.  I also, with consent, recorded this phone call.  Was told i would be emialed when refund processed.

Tuesday - As had no mail, i phoned again to speak t a different person, said they needed my payment details to refund. I mailed.

From this point on, i can not get past their initial switch board, as get told ALL after sales are unavailable, and they will call back, or i get put on never ending hold.  its a clear tactic.


My concern is, after advising i did not wish to continue with the purchase, they have competed the paperwork, so vehicle now belongs to me (does it?), i have not collected the car, and they wont speak to me.  What iif "soemthng" happens to the car whlst they stlll have it, concerned it could cost me more money. 

I really do not know how to proceed?  Can they push the sale through after i advised i did not want to continue?  I had not had a final inspection of the car, not driven it off.

Have Hilton Car Supermarket acted correctly here?

Anyone have similar experience?

All help appreciated.

Penguin_

You don't need to speak to After Sales at all, they are the department that service & maintain your car.

Speak to the business manager or brand manager.

Stateofart

Thursday - 19/9/24 - Visited Hilton Car Supermarket.  Test drove a car.  Paid the asking price by debit card, said i would collect on 21/9/24.

Never do this.  Always, always, ALWAYS pay on your credit card, then the bank is involved in your transaction.

Anyway, if you bought the car on the premises, it's yours after you sign.  If it's online, there's a 14 day cooling off.

Ayr_Rage

The sale is not being "pushed through" it was completed at the dealership on Thursday 19th.

You have no right to cancel the purchase.

They are buying back the vehicle so there will be costs involved to the business, all you can do is try to negotiate those fees.

MEM62

Odbball said:

Can they push the sale through after i advised i did not want to continue? 

They didn't.  At the time you informed them you didn't want the car the sale was already complete.  You paid for it, you bought it.  

You are now reliant on their goodwill in terms of a solution.  A £500 admin fee might be as good a 'get out' as you get.  Next time don't buy without the wife's permission   

Mutton_Geoff

It's called buyers remorse - https://en.wikipedia.org/wiki/Buyer's_remorse

Grumpy_chap

Odbball said:

Hi All,

I'm aware i have put myself in this situation....in need of help and advice.

Thursday - 19/9/24 - Visited Hilton Car Supermarket.  Test drove a car.  Paid the asking price by debit card, said i would collect on 21/9/24.

Friday 20/09/24 - The morning after, speaking to my wife we decided this wasnt the car we wanted.  I phoned Hilton Car Supermarket to inform them that i nolonger with to purchase the car.  The salesman said a member of management would ring me back.  I also emailed thsi to them.  I recieved no phone call.

Saturday 21/09/24 - 9am I phone t say no one rang me back, to be told this needs to be dealt with by after sales who aren't back in until MOnday

 Saturday lunchtime - i receive an email that the car paperwork has been completed by the Hilton and the car is now in my name.

Monday 23/9/24 - Speak to a memner of after sales who informs me there will be a £500 admin fee deducted from the refund.  I'm not happy about this, but to reach a resolution i agree.  I also, with consent, recorded this phone call.  Was told i would be emialed when refund processed.

Tuesday - As had no mail, i phoned again to speak t a different person, said they needed my payment details to refund. I mailed.

From this point on, i can not get past their initial switch board, as get told ALL after sales are unavailable, and they will call back, or i get put on never ending hold.  its a clear tactic.


My concern is, after advising i did not wish to continue with the purchase, they have competed the paperwork, so vehicle now belongs to me (does it?), i have not collected the car, and they wont speak to me.  What iif "soemthng" happens to the car whlst they stlll have it, concerned it could cost me more money. 

I really do not know how to proceed?  Can they push the sale through after i advised i did not want to continue?  I had not had a final inspection of the car, not driven it off.

Have Hilton Car Supermarket acted correctly here?

Anyone have similar experience?

All help appreciated.

You have no rights to cancel.
The £500 admin fee is probably as good as it gets.
The alternative is to take the car and then sell to an online buyer such as WBAC or Motorway.  Likely to cost far more than £500

born_again

If you really wanted out then, by far the best way is in person. At least that way you could have sorted it there & then.

photome

Rather than emailing/ calling why haven’t you been back to them and speak in person?