Problem with dishonest Lexus Dealership

eskbanker

Grumpy_chap said:

Ergates said:

I'm also not clear how you were "desperate" due to the ULEZ given the literal years of advance warning.

There was only 6 months notice of the ULEZ expansion beyond the North and South Circular Roads 

Actually in between those two options - just over nine months from announcement on 25 November 2022 to implementation on 29 August 2023:

https://www.london.gov.uk/ultra-low-emission-zone-will-be-expanded-london-wide

TELLIT01

I wouldn't expect the dealership to hold every variant of the locking nut key in stock.  They probably have to order one from who knows where and that process can take time.  As others have said, the OP needs to make the time to drive to the dealership and get answers.

cs95aam

oldernonethewiser said:

Did you make them aware of the scratch at the time of delivery? 

I imagine sending out a locking wheel nut will be low priority for them. 

Contact them again and say the whoever you contacted before had assured you new wheel nut would be sent out, so please do that. 

Not convinced they are dishonest. 

I did make them aware at the time. If I'd known when it was delivered that I could return the car within 14 days I would have considered it. Obviously yes its low priority and probably another cost they wont want to incur. They should have checked to make sure that the key was in the box before bringing the vehicle to me and they didn't. If they didn't they should rectify the mistake straight away. My opinion remains that they have been dishonest, in particular the person I am dealing with and unfair.

cs95aam

Ergates said:

Grumpy_chap said:

Ergates said:

cs95aam said:

Grumpy_chap said:

cs95aam said:

I purchased a second hand UX 250H last year. They took advantage of the fact that we desperately needed a car due to the ULEZ. When we were shown the car it was in a dark room. Didnt realise at the time why the salesperson insisted on not switching the lights on. If he did we would have seen the scratches on the bonnet. Secondly the car was given to us later than promised again literally on the date the ULEZ charge came into effect. My dad was unwell and I'm not too clued up on buying cars either or dealing with people like this.

Now a year onwards I need to replace the tyre but the wheel lock key is missing! I never needed to open the little box that contains it. I've Whatsapped, called and emailed the dealer. Sent two emails to two different people. Sent another one this morning chasing the first email. After everything they have put me through they need to cough up and send me a replacement. This should have been in the box in the first place. At first on Whatsapp he said he will send me one but now he's gone quiet. Clearly he's ignoring me.

Can somebody please advise on how to go about this? I don't want them to get away with this. Thanks.

Was this a franchised Lexus dealership?

You saw the car in a dark room with the lights off.  Did you request the lights to be switched on?
Did you test drive the car and have opportunity then to see the car in light conditions?

I expect, being that a year has passed, you will need to buy the wheel lock key from a main franchise dealer parts department.  They will probably need a code to get the correct lock pattern.

I did ask for the lights to be switched on but he said they weren't working! We did see it in light conditions but I didn't notice the large scratch on the bonnet until it was delivered.  Like I said we were desperate due to the ULEZ and they took full advantage of that.

I don't think your claim about the room being dark on initial viewing will carry any weight given you *did*, subsequently, have the opportunity to view in fully lit conditions.   That you didn't notice the scratch is unfortunate, but is hardly their fault.

I'm also not clear how you were "desperate" due to the ULEZ given the literal years of advance warning.

There was only 6 months notice of the ULEZ expansion beyond the North and South Circular Roads 

6 months official notice, but that it was coming was obvious from the start.  Plus 6 months is still more than enough time to buy a car.

I created this post to get advice on what to do here onwards and people think they have the right to tell me what I should and should not do with regards to replacing my car with a ULEZ compliant car. It's not what I asked. You have no idea about my life, my personal and financial circumstances. So rather than tell me what I should have done in hindsight about replacing my car I'd appreciate actual advice which relates to my request. If you don't have any with regards to consumer rights then please refrain from commenting. There seems to be common issue here where people rather than be helpful feel its their right to lay into the person asking for help.

screech_78

cs95aam said:

Ergates said:

Grumpy_chap said:

Ergates said:

cs95aam said:

Grumpy_chap said:

cs95aam said:

I purchased a second hand UX 250H last year. They took advantage of the fact that we desperately needed a car due to the ULEZ. When we were shown the car it was in a dark room. Didnt realise at the time why the salesperson insisted on not switching the lights on. If he did we would have seen the scratches on the bonnet. Secondly the car was given to us later than promised again literally on the date the ULEZ charge came into effect. My dad was unwell and I'm not too clued up on buying cars either or dealing with people like this.

Now a year onwards I need to replace the tyre but the wheel lock key is missing! I never needed to open the little box that contains it. I've Whatsapped, called and emailed the dealer. Sent two emails to two different people. Sent another one this morning chasing the first email. After everything they have put me through they need to cough up and send me a replacement. This should have been in the box in the first place. At first on Whatsapp he said he will send me one but now he's gone quiet. Clearly he's ignoring me.

Can somebody please advise on how to go about this? I don't want them to get away with this. Thanks.

Was this a franchised Lexus dealership?

You saw the car in a dark room with the lights off.  Did you request the lights to be switched on?
Did you test drive the car and have opportunity then to see the car in light conditions?

I expect, being that a year has passed, you will need to buy the wheel lock key from a main franchise dealer parts department.  They will probably need a code to get the correct lock pattern.

I did ask for the lights to be switched on but he said they weren't working! We did see it in light conditions but I didn't notice the large scratch on the bonnet until it was delivered.  Like I said we were desperate due to the ULEZ and they took full advantage of that.

I don't think your claim about the room being dark on initial viewing will carry any weight given you *did*, subsequently, have the opportunity to view in fully lit conditions.   That you didn't notice the scratch is unfortunate, but is hardly their fault.

I'm also not clear how you were "desperate" due to the ULEZ given the literal years of advance warning.

There was only 6 months notice of the ULEZ expansion beyond the North and South Circular Roads 

6 months official notice, but that it was coming was obvious from the start.  Plus 6 months is still more than enough time to buy a car.

I created this post to get advice on what to do here onwards and people think they have the right to tell me what I should and should not do with regards to replacing my car with a ULEZ compliant car. It's not what I asked. You have no idea about my life, my personal and financial circumstances. So rather than tell me what I should have done in hindsight about replacing my car I'd appreciate actual advice which relates to my request. If you don't have any with regards to consumer rights then please refrain from commenting. There seems to be common issue here where people rather than be helpful feel its their right to lay into the person asking for help.

Nobody has laid into you. Although from what you’ve written in your OP, you do seem to be a little dramatic. 

Mountain and molehill comes to mind. 

TheSpectator

In terms of the replacement locking wheel nut, the problem you have is it's been a year - you say they should have checked for this, maybe they should have. But you should definitely have checked and who's to say as far as the garage is concerned that you haven't lost it. You can't prove it wasn't there after this long and can only suggest you raise a complaint but stop with the dishonesty claims. You are relying on goodwill from them after this long.

EssexHebridean

Bear in mind that if you use the line about having to get a car in a hurry because of the ULEZ extension in a formal complaint to the dealership, they are likely to say exactly the same as some have here. No it may not be directly related to the question you have asked for input on, but  it is relevant to the overall picture. 

I think in your shoes I would have been questioning the scratch from day 1 - you test drove the car, so had a chance to look all round the vehicle presumably. This suggests that it was unlikely to have been there when you originally saw the vehicle. Did you raise that with the dealership? What was their response? 

As for the wheel nut key - you’ve not said when you contacted them, and when they said they would sort it? As already said, it’s likely that they will have needed to order it, so I’d say you need to give them 14 days or so to sort it out. If it hasn’t arrived ahead of that though I would say your best option would be to put a complaint in writing. I’m surprised the missing key hasn’t been picked up on a service or MoT test though - when mine went astray some years ago that was when I found out about it! 

MikeJXE

Take a photo of the wheel nut or if you have the code look on eBay or Amazon 

No doubt you can get one delivered in a few days 

Grumpy_chap

Ergates said:

Grumpy_chap said:

Ergates said:

cs95aam said:

Grumpy_chap said:

cs95aam said:

I purchased a second hand UX 250H last year. They took advantage of the fact that we desperately needed a car due to the ULEZ. When we were shown the car it was in a dark room. Didnt realise at the time why the salesperson insisted on not switching the lights on. If he did we would have seen the scratches on the bonnet. Secondly the car was given to us later than promised again literally on the date the ULEZ charge came into effect. My dad was unwell and I'm not too clued up on buying cars either or dealing with people like this.

Now a year onwards I need to replace the tyre but the wheel lock key is missing! I never needed to open the little box that contains it. I've Whatsapped, called and emailed the dealer. Sent two emails to two different people. Sent another one this morning chasing the first email. After everything they have put me through they need to cough up and send me a replacement. This should have been in the box in the first place. At first on Whatsapp he said he will send me one but now he's gone quiet. Clearly he's ignoring me.

Can somebody please advise on how to go about this? I don't want them to get away with this. Thanks.

Was this a franchised Lexus dealership?

You saw the car in a dark room with the lights off.  Did you request the lights to be switched on?
Did you test drive the car and have opportunity then to see the car in light conditions?

I expect, being that a year has passed, you will need to buy the wheel lock key from a main franchise dealer parts department.  They will probably need a code to get the correct lock pattern.

I did ask for the lights to be switched on but he said they weren't working! We did see it in light conditions but I didn't notice the large scratch on the bonnet until it was delivered.  Like I said we were desperate due to the ULEZ and they took full advantage of that.

I don't think your claim about the room being dark on initial viewing will carry any weight given you *did*, subsequently, have the opportunity to view in fully lit conditions.   That you didn't notice the scratch is unfortunate, but is hardly their fault.

I'm also not clear how you were "desperate" due to the ULEZ given the literal years of advance warning.

There was only 6 months notice of the ULEZ expansion beyond the North and South Circular Roads 

6 months official notice, but that it was coming was obvious from the start.  Plus 6 months is still more than enough time to buy a car.

Well, Sadiq Khan specifically stated at the preceding Mayoral election that ULEZ would expand to North and South Circular Roads and no further.

Furthermore, he stated that the expansion out to the North and South Circular Roads could not happen sooner than two years from the election because individuals required that time to prepare.  On that metric, six ( or 9 ) months is too soon.

If you can't trust a Politician, who can you trust? 🤔

Aylesbury_Duck

Consumer rights in this situation?  That's easy.  You were entitled to the key being provided when you bought the car.  What can you do to get what you're entitled to?  Not much more than you are doing.  It doesn't sound to me that the dealer is dishonest, you're just not a priority.  After all, it hasn't been a priority for you for the last year.

All the stuff about scratches and ULEZ is completely irrelevant.  If you didn't want people to remark upon those aspects, you shouldn't have included them, they have no bearing on the matter of the key.