Search the Community

Hi all Looking for some advice - apologies for the long post! We sold a VW golf GT TDI 170 (2007) to a customer 13th October. Car was perfect for a 10 year old vehicle and drove fine. All PDI'd properly and test drove. Within a week, customer calls, DPF light on. Brought the vehicle back, driven with 2 flats. 1 alloy, 1 space saver. The space saver was almost square! Front bumper scuffed, number plate cracked. We done a re-gen. Customer paid for tyres. We added new space saver no charge due to inconvenience. Customer comes back 3-4 weeks later. Light back (with EML) and car been in an accident. Can we do the repairs and charge the company who's van was at fault and fix DPF at same time. Company in question provided hire car. Car was with us 3 weeks waiting for panels. Launch diagnosed fault as DPF pressure sensors. Replaced, road tested over 2 days - perfect. Car goes back out. Few days later, customer back again!!! Fitted aftermarket DPF also had to fix radio as broken due to fizzy drink spilled (not by us) and crystallised and shorted wiring. At this point, customer offered courtesy car due to inconvenience - rejects this, not required. Christmas! This bloody Golf if back. Explained we're shut down over Christmas but will send the car to a VW specialist as soon as re-opened. Car gone to specialist 7th Jan. Diagnosed fault, new DPF failed. Advised - genuine second hand DPF, terracleaned and fitted. They will do the job - currently waiting on this DPF which is due to arrive on Saturday, delayed due to weather conditions. In the meantime customer gone to jail, partner and brother in law made contact for updates complaining about money spent on taxi's etc. Explained our courtesy car is currently out with another customer but welcome to use it as soon as it's back in. Today, brother in law called. Demanding full refund basically. Said he's spoken with Trading Standards and solicitors and if we can't come to agreement they will be pursuing. I have advised this is the first time we've had mention of a refund. We're trying our best to get this resolved asap and can only apologise for the inconvenience. Due to the time passed since purchase and the wear and tear on the vehicle, we would only be able to offer partial refund of £3400 (purchased vehicle for £4150). Brother in law to speak to customer / solicitor and contact us. This car has caused nothing but grief for the past few weeks as well as the customer! We've spent a lot of money getting this repaired to go back with a full refund. What do you recommend / what would you do? -Kelly-