Selfy trader

Yes it is, want to keep him out of this as it’s really not his issue, has mentored me well and this was right in the beggining before I had officially started

Not quite, his daughter was interested in finance, through Zuto, but the rate was too high, she then asked her dad who wasn’t present to pay on card, card reader was my unofficial business partners who took payment and transferred it to me

I don’t suppose anyone can help me draft a reply to this email? Like I said I’m fairly fresh to this and not 100% sure what a should and shouldn’t say clearly haha

Dear......, I was surprised to be contacted by you regarding the new issue on the VW Polo after we rectified everything your specialist previously noted and at great cost to us which exceeded the limit of our warranty cover. This new issue was clearly not present at the point of sale (otherwise the specialist would've picked it up when he last worked on the vehicle) so may I suggest you get in touch directly with them as issues not present at the point of sale and not covered by extended warranty fall outside the realm of our responsibilities as a supplier of used vehicles. However, I can empathise with your situation and I do suggest you return the car to your specialist and we can go from there, I extended your warranty out of a gesture of goodwill and be sure I will stand by that once VASS diagnose the issue as per your previous request, until diagnosed we cannot take your query further. May I take this opportunity to thank you once again for your purchase and for your business. Best wishes. Sent from my iPhone

Just read the email. Not acceptable in the slightest. I asked for a refund within the first 30 days. I let you talk me into sorting the issue. I wish I hadn’t now. Hindsight is a wonderful thing. The issue is the engine management light coming on after the first two days of having the car. This is still occurring so this problem has been in place within the first 30 days of purchase. We have been more than fair in giving you several opportunities to fix the problem. You mention that it is ‘our specialist’ that has undertaken this work. As you may well recall, it was a suggestion that VASS take a loom at the vehicle as they are all VW main dealer trained and it would save you the hassle of collecting and delivering the car to and from your usual mechanic who is based several miles away from Bath. I do have this in writing that you were happy for us to take the vehicle to VASS. Therefore this is not my specialist. It was merely a recommendation that you agreed to. I also understand that you have since used VASS for other vehicle repairs. I have rights under the Consumer Rights act, 2015. More specifically ‘repair or replace’. Repair or replace If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described. You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do. If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product. You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true: the cost of the repair or replacement is disproportionate to the value of the goods or digital content a repair or replacement is impossible a repair or replacement would cause you significant inconvenience the repair would take an unreasonably long amount of time. If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund. I stated within the 30 days that I would like a refund. I allowed you more than enough opportunities to fix the issue. I have also been in touch with Barclaycard and under Section 75 of the consumer credit act 1974, I have started a dispute in an attempt to get what it rightfully mine, a full refund. Once I have completed the form and sent off the relevant evidence, they have the power to do something called chargeback. We will then be reimbursed in full. I would rather not have to go down this route but as you are refusing to do what we are entitled to, I am left with no choice. Evening gentleman, here is what I received after sending my previous email, any advice? Sent from my iPhone

We hadn’t cleared any fault codes regarding an EML before sale, none what so ever, just re-read this, I purchased the car some 80 miles away, it was driven home absolutely fine and to double check I always make sure they are driven around before sale

What should I remove? I was trying to be thorough

Dear customer, I was surprised to be contacted by you regarding the new issue on the VW Polo after we rectified everything your specialist previously noted and at great cost to us which exceeded the limit of our warranty cover. This new issue was clearly not present at the point of sale (otherwise the specialist would've picked it up when he last worked on the vehicle) so may I suggest you get in touch directly with them as issues not present at the point of sale and not covered by extended warranty fall outside the realm of our responsibilities as a supplier of used vehicles. However, I can empathise with your situation and I do suggest you return the car to your specialist and we can go from there, I extended your warranty out of a gesture of goodwill and be sure I will stand by that once VASS diagnose the issue as per your previous request. An engine management light can come on for many reasons, even something as trivial as changing into the wrong gear at the wrong engine revolutions on an incline, nothing is to say this is the same fault at this time, if that is the case I’m more than happy to resolve this in a fair manner to please both parties involved, until diagnosed we cannot take your query further. I do feel I have done my upmost in allowing you to use your own preferred garage due to convenience and your own peace of mind, and have never queried any of my invoices from your chosen specialist, my aim was simply to rectify your issue as quickly as possible, I have not refused to support you before and this is no different, however I will not be bullied into an unfair position after you’ve requested a full refund after nearly 5 months of usage May I take this opportunity to thank you once again for your purchase and for your business. Best wishes. Ready to send this over, any pointers?

Right gentleman, I feel like I’ve been to car dealer school over night..well...how to deal with car sales issues school anyway, I will let you know of the outcome in the coming days, what a brilliant network of knowledge this is!

Isn’t willing to allow me to investigate the issue further, and no won’t tell me current mileage

He won’t tell mehow many it has done since point of sale and said if I try to offer a partial refund he will go down the legal route

Just got off of the phone to the ‘customer’ demanded a full refund or legal action will be taken, he did ask for a refund after the first fault occurred, however I did excercise my right to repair, that’s where we stand with it apparently, isn’t the sort of person to give in either

Balls deep or ball out the park

Think this is my route out of this, thanks Nick

Thanks, I understand, just my first major warranty claim bust up since I’ve started, so flying a tad blind here haha, waiting to hear back from the specialist regarding wether this is the same fault or completely different fault code that has thrown the EML on

I allowed his VW specialist to Supply & fit the ECU, they just sent me the bill

You got it mate, like you said I don’t think he’ll take too kindly to a reduced refund, I’m certainly trying to avoid situations like this, however it’s an occupational hazard isn’t it, I sincerely thank you and everyone else for your solid advice, il do my best many thanks indeed Tom

This is the most helpful post yet, the punter is certainly throwing his cards at me. il re-read tomorrow and certainly keep you guys in the loop (should you care haha) yes I understand that completely, need some concrete evidence it isn’t the previous fault, hey ho...could be a brake light switch knowing VW ahahaha

That’s true, may then want a fix instead, he isn’t entitled to a ‘full refund’ is he?

Considering I’m not battle hardened like you lot il probably choose the quiet life, will not be happy doing so but on the plus side...a black polo is a sellable one hahahaha (once fixed)

Oh maybe not then, will review my advice from all of you, many many thanks!

Think il call citizens advice tomorrow, hear from them, see what they say, if I have to refund I will make sure it’s fair to me aswell, I’d love to fight this, but I think he will make my life hell, really appreciate your help EPV, genuinely have taught this young aspiring car dealer a few things haha, will let you know the outcome

He certainly isn’t, and is extremely vocal with his opinion

I’ve given you everything i can at this time Sir here is the exact E-mail:Sorry to tell you this but the VW polo engine light is back on. I do feel that we have given you more than a fair chance to sort this issue. I can only assume it is just bad luck but, we have decided that we would like a refund and return the car back to you ASAP. I’m sorry it has come to this and I do appreciate all of your efforts to sort this ongoing problem. Can you please call me tomorrow to discuss the matter?