need advise please

[TS car sales ltd 0]

Hello everybody,

Newbie here, We sold a car couple of months back it was Honda Accord 58 reg 2.2D manual with 133k, the last owner had the clutch and flywheel replaced about 20k miles ago which we pointed in the add and provided the buyer with invoice from the garage who replaced the clutch and flywheel, after few weeks car been sold customer is saying clutch is slipping and wants us to replace the clutch, when we drove the car before we sold it we didn't notice any slipping we have asked the customer to bring the car to us so we can check, he doesn't wants to do that he's about 80 miles away wants us to pick up fix it and drop it back to him he has also send a recorded letter so now we know which route he wants to go, we've emailed him back say he needs to bring the car to us other wise good luck.

 

What are you opinion on all situation and what would be your advice?

 

Kind Regards

Shaz

[justina3 518]

What evidence has he given to confirm the clutch is slipping or is it just his word ? a garage report / quote to confirm it is faulty?, dont think the old "good luck" carries much weight these days if he is sending recorded delivery letters already would suggest he knows his rights.

On the receipt for the work carried out did it carry any warranty maybe follow that route. 

[TS car sales ltd 0]

8 minutes ago, justina3 said:

What evidence has he given to confirm the clutch is slipping or is it just his word ? a garage report / quote to confirm it is faulty?, dont think the old "good luck" carries much weight these days if he is sending recorded delivery letters already would suggest he knows his rights.

On the receipt for the work carried out did it carry any warranty maybe follow that route. 

He has had a quote from his local garage for a clutch £475 supply and fit, Also we have made an offer to fix it if he brings the car to us which he refuses. 

 

Thanks

[Tom 164]

Do nothing without an engineers report I had this a guy reckons a focus he bought from me had a noisy dual mass and slipping clutch, told him to get an engineers report and never heard back. The car was sold with no slipping clutch and no noisy flywheel and I had an AA report to back it up. 

[metcars 395]

Have you cantacted the garage that were supposed to have changed the clutch just to confirm it was actually done?

[TS car sales ltd 0]

1 hour ago, Tom said:

Do nothing without an engineers report I had this a guy reckons a focus he bought from me had a noisy dual mass and slipping clutch, told him to get an engineers report and never heard back. The car was sold with no slipping clutch and no noisy flywheel and I had an AA report to back it up. 

I've asked him to send me copy of quote and an invoice for previous clutch, he'll send it tonight once he's home.

 

Thanks

Shaz

42 minutes ago, metcars said:

Have you cantacted the garage that were supposed to have changed the clutch just to confirm it was actually done?

I will once I have the invoice.

[Jack Regan 116]

How many miles has he done in it since he bought it ?  he might of been to Germany and back 3 times !

the fault obviously wasn't there at point of sale ,  just don't roll,over, and cause he's sent a recorded delivery letter don't mean he knows his rights it means he can type into Google .

[umesh 336]

Had one quite a few years ago who bought an A6 Avant quattro which I had owned for 2 years and one owner previous to me I had known the car from new, lives 200 miles away from me - Calls me and sends me email telling me gearbox is knackered wants me to pay in full  £6k, his mate is an auto gearbox specialist !

I asked about mileage and he was very not forth coming as it was ' only 6 weeks' he'd had the car , i wouldn't agree and told him to take to nearest Audi dealer and I would pay them to check it over, made all excuses it it was an hours drive etc etc - I refused politely to pay until it was confirmed by Audi ! 

Eventually car goes to Audi - very, very  help guy - car had done circa 8000 miles been skiing in the alps , turned out drive shaft issue cost me circa £250 - !! I told him that was a good will gesture as it was out of warranty 3 months /3000 which ever was the sooner !! 

He must have thought I was a mug £6k of-course a cheque is in the post ! #not 

[sparky 274]

Couple of years ago I sold a 50k  Megane diesel to a bloke who after a few weeks was convinced the clutch was slipping. It wasn't, and  this was backed up by several independent garages. Months later, he had taken his car to his local main agent  as this time it did need a new clutch. The estimate was around a grand and both he and the finance company expected to pay this, unfortunately for them their demands didn't hold much water as they were trying to charge me for a flywheel when the car didn't have one! 

Got the car in, did the clutch and sent the old one away which confirmed my suspicions, that the clutch had been burnt out. I still have the clutch plate and report in my office.

[Trident 24]

For us in these situations it helps massively that we close the loopholes in our warranty form and also always verbally advise customers they need a recovery cover in place because the vehicle must come back to us for repair! recently, we had  a customer with a problem a couple of hours drive away with no breakdown cover, we offered to do a full repair if it was returned or contribute up to £250, he decided that the quote to get him recovered back meant it was better for him to take the contribution and close the issue.  If it was me with this problem, knowing they had signed our warranty form, i would respond with a registered letter explaining his options, we can all play the 'i know the law' game also speak to your local Trading Standards office, they are always extremely helpful with us and can advise us on the best approach, they will also happily speak directly with the customer and explain their 'actual' rights. Always keep a written note of conversations dates times... helps when/if you have to quote anything back to them, got out of some sticky contractual agreements when having a row and start spouting 'when i spoke to you on...at 09.08 you said blah blah etc etc...!!!!! 

[TS car sales ltd 0]

20 hours ago, Jack Regan said:

How many miles has he done in it since he bought it ?  he might of been to Germany and back 3 times !

the fault obviously wasn't there at point of sale ,  just don't roll,over, and cause he's sent a recorded delivery letter don't mean he knows his rights it means he can type into Google .

hes done about 500 miles since he bought the car and the clutch has done about 18k clutch was replaced in dec 2014, he sent a another later saying he will get the clutch replace py the garage and send me the bill if I don't pay we are going to to small claim court. 

I think he has burn the clutch now wants me to pay for it.

[It's me 612]

i would confirm in writing with a registered letter that you have offered to investigate his issue if he returns the car because 80 miles is not that far in real terms and obviously he was aware you were this distance from him when he purchased it

its a clutch so obviously a wear and tear item that obviously went out perfect and customer i assume has not noted on your sales invoice or you on your appraisal sheet any concerns

its quite possibly an issue with  the dual mass flywheel rather than the clutch and i would not be looking at getting involved in the middle if its an issue of faulty parts/and or abuse

does this car have a dual mass and does he know how to drive the car if it has one?

 

probably a bit of a sticky wicket using a 2 year clutch invoice as a selling point

i prefer to leave them in the book of lies for customers to find

letter that you have offered to investigate the car if he returns it

its a clutch so obviously a wear and tear item that obviously went out perfect and customer i assume has not noted on your sales invoice or you on your appraisal sheet any concerns

its quite possibly an issue with  the dual mass flywheel rather than the clutch and i would not be looking at getting involved in the middle if its an issue of faulty parts/and or abuse

does this car have a dual mass and does he know how to drive the car if it has one?

apologies for gap my computator is playing up

[TS car sales ltd 0]

I've written him this letter let's see how he takes it. 

As per discussed with yourself over the phone and via email regards to issue with clutch on Honda Accord you bought from us despite doing our best to resolve the issue  but your refusal to bring the car to us for diagnostics and to rectify the problem is stopping us from doing our job and provide a good customer service we pride our self's on
your reason for refusal to bring the car back to your that it's too far for you, you were aware of  the distance  when you purchased the vehicle it's still the same distance why can't you bring the car down now.
you also mentioned in one of your letter that you will get the car fixed and send us the bill, my advice to you is we will not pay any repair bill not authorized by us prior to vehicle being repaired.
even thought clutch is wear and tear item and new clutch was was installed 20000 mile age which you have the invoice for from the garage who carried out work, but as good will gesture we agree to look at it and fix it if necessary, if we find out after removing the clutch that the clutch was burned you will have to pay the full cost of the repairs we would not pay a penny towards the repairs.
you also mentioned in your letter you would like a full refund, under the Consumer Rights Act 2015, We would be happy to take the car back however we will apply daily hire charge from the 17/10/2016 at £80.00 a day til the day we get the car back to us which under the Consumer Rights act 2015 is my right.
once again I can't stress enough this point we are here to help you but there is so much we can do help someone
 

[GreenGiant 287]

3 things to add a bit of gravitas to your communication and to show the customer that you have some credibility as a business:

Grammar, spelling and punctuation.

I understand what you are trying to say, but it is awfully badly written.

Just saying...

[TS car sales ltd 0]

16 minutes ago, GreenGiant said:

3 things to add a bit of gravitas to your communication and to show the customer that you have some credibility as a business:

Grammar, spelling and punctuation.

I understand what you are trying to say, but it is awfully badly written.

Just saying...

thanks for reminding me I suck at those things, this is the reason I tell my kids to pay attention to their studies.

I'm open to suggestion please contribute to improve it and paste it back I haven't send the letter yet.

Thanks

Shaz 

[GreenGiant 287]

Nice try my friend, but, without charge, I'm happy to give every possible assistance, short of actual help.

I think that what you really need is some sound, qualified legal advice. Probably not available for free and definitely not available on here.

[Rory RSC 596]

£80 charges, and all this other stuff is just not the way to go about this type of thing. There is firm yet fair and then there is not giving a f*&k. Obviously the fact you post on here wanting to resolve it suggests you are keen to get the issue sorted. That letter if I were a customer who knows his rights ( we all know the type) would leave me gunning for you and getting someones back up is not a good way to get them onside.

A brief to the point letter is all it needs to be, this has taken me all of a couple of minutes. Nothing wrong with helping others out from time to time.

 

Dear so and so,

 

You have experienced a problem with your used vehicle REG XXXXXX  purchased from us on XXXXX

It is unfortunate to hear you are unhappy and we empathise with you fully. We at TS Cars pride ourselves on customer service and are very keen to change your experience.

We suggest you return the car to us to enable us to carry out an investigation into any issue you feel is present. We know about the issue. We want to help you resolve the issue. Without seeing the car we cannot do anything about this. Please help TS CAR SALES so we can help you and show you what a great friendly after sales service we provide. A clutch is a wear and tear item. The car is a used vehicle of higher mileage and here at TS Car SALES we are still welcoming you back offering to repair/replace/refund as goodwill with no cost to you, you just simply have to bring the car back. Please take a step back and look at this situation and see that really this is not a bad deal we are offering.

We will repair and rectify promptly if a fault is found.We will communicate and update you clearly along the way. You will be treated as a priority. Once you are booked in we will order the parts from our local parts company so they are sat in our workshop / mechanics / garage ready to be used if we agree with your findings and we can have the repair turned around in the shortest time possible minimising any inconvenience.

We explicitly do not authorise any repair to be carried out until we have inspected the vehicle. You are aware of your rights as a consumer however make no mistake as a business we have rights also. If you were to take us to court having had repair work done despite us telling you we would be happy to carry out a repair on a wear and item you have not mitigated your loss and acted reasonably and in my opinion this would not be looked upon favourably by the courts.

Please drop me an email on TS@tscarsforlife.com or call 0172324678904 or even my personal mobile number 1452678900225 to book in with me and lets get this matter moving forward and brought towards and amicable conclusion.

 

Yours Faithfully

Big Boss

TS Cars Sales

 

 

[Jack Regan 116]

 

This is the letter you should be sending him .

 

Dear sir 

.           bring the car back so we can diagnose any faults or **** off and see you in court you retarded gimp

.                                       Kind regards

[Rory RSC 596]

LOL or that.  

[TS car sales ltd 0]

On 11/24/2016 at 4:14 PM, Jack Regan said:

 

This is the letter you should be sending him .

 

Dear sir 

.           bring the car back so we can diagnose any faults or **** off and see you in court you retarded gimp

.                                       Kind regards

I wish I could send it like that straight to the point no Bullsh.T

On 11/24/2016 at 3:25 PM, Rory RSC said:

£80 charges, and all this other stuff is just not the way to go about this type of thing. There is firm yet fair and then there is not giving a f*&k. Obviously the fact you post on here wanting to resolve it suggests you are keen to get the issue sorted. That letter if I were a customer who knows his rights ( we all know the type) would leave me gunning for you and getting someones back up is not a good way to get them onside.

A brief to the point letter is all it needs to be, this has taken me all of a couple of minutes. Nothing wrong with helping others out from time to time.

 

Dear so and so,

 

You have experienced a problem with your used vehicle REG XXXXXX  purchased from us on XXXXX

It is unfortunate to hear you are unhappy and we empathise with you fully. We at TS Cars pride ourselves on customer service and are very keen to change your experience.

We suggest you return the car to us to enable us to carry out an investigation into any issue you feel is present. We know about the issue. We want to help you resolve the issue. Without seeing the car we cannot do anything about this. Please help TS CAR SALES so we can help you and show you what a great friendly after sales service we provide. A clutch is a wear and tear item. The car is a used vehicle of higher mileage and here at TS Car SALES we are still welcoming you back offering to repair/replace/refund as goodwill with no cost to you, you just simply have to bring the car back. Please take a step back and look at this situation and see that really this is not a bad deal we are offering.

We will repair and rectify promptly if a fault is found.We will communicate and update you clearly along the way. You will be treated as a priority. Once you are booked in we will order the parts from our local parts company so they are sat in our workshop / mechanics / garage ready to be used if we agree with your findings and we can have the repair turned around in the shortest time possible minimising any inconvenience.

We explicitly do not authorise any repair to be carried out until we have inspected the vehicle. You are aware of your rights as a consumer however make no mistake as a business we have rights also. If you were to take us to court having had repair work done despite us telling you we would be happy to carry out a repair on a wear and item you have not mitigated your loss and acted reasonably and in my opinion this would not be looked upon favourably by the courts.

Please drop me an email on TS@tscarsforlife.com or call 0172324678904 or even my personal mobile number 1452678900225 to book in with me and lets get this matter moving forward and brought towards and amicable conclusion.

 

Yours Faithfully

Big Boss

TS Cars Sales

 

 

thank you very nicely put, Should keep that as a template.

[sparky 274]

On 11/24/2016 at 4:14 PM, Jack Regan said:

 

This is the letter you should be sending him .

 

Dear sir 

.           bring the car back so we can diagnose any faults or **** off and see you in court you retarded gimp

.                                       Kind regards

Post of the year 2016.

[It's me 612]

On 11/24/2016 at 4:14 PM, Jack Regan said:

 

This is the letter you should be sending him .

 

Dear sir 

.           bring the car back so we can diagnose any faults or **** off and see you in court you retarded gimp

.                                       Kind regards

dear Mr +++

 Thank you for your short and direct response to my concerns,ive discused this further with my cage fighting boys and we are arranging to come to see you tonight we hope you are in,it gets dark around 4 i think these days

 

best regards toodle pips

 

its funny how moaners are

ex police

ex cage fighters

ex bouncers

ex i used to do this job

 

etc

[TS car sales ltd 0]

Got an update from customer he's gone ahead and has repaired the vehicle and sent me the bill for £945.00 case with Lawgistics.

[GreenGiant 287]

So... you've gone for the sound, qualified legal advice then, as suggested. Good choice. You should certainly do better than by trying to take it on yourself.

I wish you well. Please keep us updated.

[Mikey 19]

So after all of that they still completely ignored you and got it repaired anyway!? Unbelievable! Well hopefully Lawgistic's will be worth the outlay and as GG says keep us posted as it will be really interesting to see the final outcome. Good luck fella!