Voluntary Termination

ash.bash

Long story so bear with me:

I'm looking for some advice on cancelling car finance on the basis of the vehicle not being fit for purpose. Please see my case below:

On 9th July 2023, I purchased a Citroën e-C4 from Arnold Clark. Unfortunately, the vehicle has not been satisfactory because it has had two major brake issues in less than two years and several other issues.

First Incident:

On 28th August 2024, just over a year since I’d had the car, there was a handbrake failure. The electric handbrake would not release. I called Citroën Assist who in turn sent out the RAC. I waited over an hour for the RAC to arrive at my workplace. The mechanic confirmed the fault and removed my handbrake. He then advised I was to drive to the closest Citroën garage in Stirling, and he would follow me as part of their ‘duty of care’ since he had removed the vehicles handbrake.

When I arrived at the garage I was advised I had to leave my vehicle on site, but they did not have any available appointments to fix it until 10th October (6 weeks later). I told them I needed a vehicle for work and for other important commitments. I was told to contact Citroën Assist again about a courtesy car. They in turn contacted the closest Enterprise-Rent-A-Car (Stirling), but I was unable to get a car until the next day. I was told no pets were allowed in the hire car, which was inconvenient as I have a dog which I regularly take out in the car to go walking.

On 10th October when they finally got round to looking at my car, I was called and told the mechanic inspected my vehicle and found an issue with the handbrake actuator and agreed to fix the problem under warranty.

Second Incident:

On 21st May 2025, as I was driving to work, I had a warning flash up on my dashboard “braking system failure, stop vehicle”. I panicked as the road I was driving was a narrow, winding road so I tried to brake to stop but my brake pedal would not go down. I put my hazard lights on, as there were cars behind me and also in front of me. I let my car slow to a stop. I pulled over to the side of the road as far as I could but was still blocking the full lane. I got out of the vehicle and called my wife. Whilst I was waiting for her to come and pick me up, a farmer who lives by the road came out and checked I was OK. I explained the situation and he was kind enough to offer towing my vehicle to my house as leaving my car where it was would be dangerous. My wife soon arrived to pick me up and the farmer towed my car to my house which was 10 minutes away. As soon as I got home, I called the Citroën garage in Stirling. They advised me to call Citroën assist who in turn called the RAC to come and look at my vehicle. I was told someone would be out between 2.40pm and 4.40pm that day. I then received a text message that afternoon to say it would not be that day, it would be the following day (22nd May).

A mechanic from RAC came to my home at 7am on 22nd May and confirmed that there was a braking system failure, and it would need to be booked into the garage, again. I called the garage back to tell them, and they said the first appointment they could give me for it to be looked at by their mechanics is 2nd July. I was told again, to contact Citroën assist to organise me a hire car. I had not heard back from them by lunchtime, so I called Enterprise-Rent-A-Car myself, and have been told I will not receive a hire vehicle until 23rd May at 5pm. By this point I had gone 3 working days with no vehicle, and no way to make it to work, or attend any appointments.

I was called by a member of staff at Citroen in Stirling on 22nd May asking about the service my vehicle had on 8th May, and I explained what happened afterwards. She managed to get me an appointment for 10th June (instead of 2nd July).

On 13th June, I received a phone call to say my vehicle is "fixed".

Third incident:

On the morning of Friday 19th September, my car would not unlock with either of the 2 keys I have. I was on my way to a hospital appointment when this occurred, so had to call them and cancel the appointment at very short notice. I called the Citroen garage again and was told someone would call me back. I have since called several times and still no one has contacted me about this issue. I have found a way online to open the car from the boot, but this does not solve the issue.

Fourth incident:

On 8th October, as I was on my way to work, there was a warning signs on my dashboard: “Airbag(s) or seatbelt(s) pretensioner fault” then “Post-collision braking system fault”.

I again called Arnold Clark and have again, still not heard back.

I do not feel safe with this vehicle anymore.

I contacted Arnold Clark about this matter on 22nd May and have had no response. I called them on 5th June and was told my complaint was "too long for anyone to deal with" and that they would not take any part in settling the finance. I had also contacted VW finance (the lender) who have stated that I must pay around £2,600 to hand back the vehicle and have now marked this case as “resolved”.

DE_612183

when you bought the car was it new or used?

how long was the warranty provided by the dealership?

the details of incidents don't matter too much - unless they prove the vehicle was faulty when it was sold.

paul_c123

First incident is over a year since purchase, so CRA2015 is long gone. Manufacturer's warranty may still apply but AFAIK there is no obligation to offer a courtesy car (but you have the T&Cs, not me), so anything would be on a "best effort" basis. I can fully understand them not wanting the dog in the hire car.

3rd incident: is there not a key blade as a bypass?

4 incidents in that time period is about right for a Citroen. If you don't like the car any more, by all means settle the finance, sell it and buy another though.

motorguy

Is the car under manufacturers warranty?

If so, you could use any other Citroen dealer who can book the car in and have it fixed sooner - you dont need to go to the supplying dealer.

Personally - i'd get it fixed, roadworthy and then trade it in.

You'd likely be in a better position than handing the car back to the finance co.  

A VT can be done at any time, but you will be liable for the difference between what you've paid to date (which includes, deposit, monthlies to date, finance contributions) and 50% of the total agreement cost (The amount owed comprises everything the customer would have paid if the agreement had run its full course including the deposit, amount borrowed, interest and all fees and charges).

Get a free valuation from CAP HPI on what the trade in value would be and see where that is relative to your settlement figure.

https://hpivaluations.com/

Car_54

ash.bash said:

 They in turn contacted the closest Enterprise-Rent-A-Car (Stirling), but I was unable to get a car until the next day. I was told no pets were allowed in the hire car, which was inconvenient as I have a dog which I regularly take out in the car to go walking.

There seems to be an obvious alternative ...