RJEauto 18 Posted January 24, 2019 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- Share this post Link to post Share on other sites
Ocsltd 133 Posted January 24, 2019 8 minutes ago, RJEauto said: 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- How long is his sentence? 1 Share this post Link to post Share on other sites
Ocsltd 133 Posted January 24, 2019 When it came in for the accident damage, it didn't have a cash machine strapped to it, did it....?! Share this post Link to post Share on other sites
NOACROSS 414 Posted January 24, 2019 Hi Kelly, sorry to hear that. VW customers are the worst and typical of a german car of that year. You can see why I avoid them. I'd be telling them politely to 'do one', as you've been helpful all the way through; and I would suggest the accident damage as well as how they (clearly don't) look after their car is more the issue. You can't deal with his brother as you didn't sell him the car. Have you kept records of all the issues, the timeline diarized etc? You def. don't want that junk back. I would continue to fix it and then ask for written instructions from the owner where he wants it/ who is going to collect it. If he's in prison then he doesn't exactly need a car. I would have not got involved in the crash damage repair btw on a car you sold that's still under warranty. As above. Put your position in writing and ask for the same in return. Consider joining Lawgistics too. Most beneficial over the years. Share this post Link to post Share on other sites
RJEauto 18 Posted January 24, 2019 1 minute ago, Ocsltd said: When it came in for the accident damage, it didn't have a cash machine strapped to it, did it....?! 11 minutes ago, Ocsltd said: How long is his sentence? I didn't want/dare to ask. No, unfortunately not lol! Share this post Link to post Share on other sites
Mojo121 229 Posted January 24, 2019 1 hour ago, RJEauto said: 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- I'd suggest the car had been abused. What kind of miles has it done since you sold it? Selling .4's and 10 bags can rack up the mileage and involves a lot of stop start I'd imagine... saying that 2.0 TDI 170 BHP engines are shite. They just want the money now he's locked up. 1 Share this post Link to post Share on other sites
It's me 615 Posted January 24, 2019 1 hour ago, RJEauto said: 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 dont believe this plus contract is with the purchaser who paid and the person that it was signed to for dvla records presumably your jailed man? i have this from a judge of course if they are all drug dealers as they like golfs then it may be wise to bail out because as said the world is full of nutters these days and the 101 telephone number is never picked up when ive ever tried to report low crime Share this post Link to post Share on other sites
RJEauto 18 Posted January 26, 2019 On 24/01/2019 at 2:55 PM, RJEauto said: 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. Update! Phone call received today. They would like to accept a partial refund of £3400. Still have a nightmare car to trying and sort but at least the customer stress element is removed! Share this post Link to post Share on other sites
Ocsltd 133 Posted January 26, 2019 2 minutes ago, RJEauto said: They would like to accept a partial refund of £3400. I bet they would! Think they've had a bit of a result there... Although I can understand the need / want to get them off your back. 1 Share this post Link to post Share on other sites
ik1980 11 Posted January 26, 2019 I would also make sure the right person gets the refund. 1 Share this post Link to post Share on other sites
andymc1973 199 Posted January 26, 2019 On 24/01/2019 at 3:15 PM, RJEauto said: I didn't want/dare to ask. No, unfortunately not lol! google his name 21 minutes ago, Ocsltd said: I bet they would! Think they've had a bit of a result there... Although I can understand the need / want to get them off your back. it's not their car Share this post Link to post Share on other sites
Mojo121 229 Posted January 26, 2019 34 minutes ago, RJEauto said: Update! Phone call received today. They would like to accept a partial refund of £3400. Still have a nightmare car to trying and sort but at least the customer stress element is removed! Hi, Good news in a way - I remember your opening post re. opening and starting a new business with your husband or partner and after cutting your teeth I'm curious what would you say to people who come on this forum looking to start in this game? Share this post Link to post Share on other sites
Tony911 79 Posted January 26, 2019 Hi, who's name was invoice in the chappie who is banged up or brother in law? Share this post Link to post Share on other sites
RJEauto 18 Posted January 26, 2019 12 minutes ago, Mojo121 said: Hi, Good news in a way - I remember your opening post re. opening and starting a new business with your husband or partner and after cutting your teeth I'm curious what would you say to people who come on this forum looking to start in this game? Hi Mojo, Honestly, it has been hands down the most stressful few months of my life! Everything takes longer than you expect it to. Things happen when you least expect them to and sales come in waves of peaks and troughs. However, the satisfaction is great for me as I'm supporting Ryan doing what he's always wanted to do. For a new starter, I think you need to be really passionate about the industry and prepared for the reality that comes with it. 5 minutes ago, Tony911 said: Hi, who's name was invoice in the chappie who is banged up or brother in law? The guy (in jail) partner/wife. So she's the one that will be receiving the refund. Share this post Link to post Share on other sites
ExCouncilJobsworth 27 Posted January 26, 2019 HOLD ON The car has been in an accident? Collision with another vehicle? If so this isnt your issue. Some Problems could have arised from the accident especially warning lights. Am i the only one thinking he wants 3400 off you and then claim 3400 write off value from insurance? Share this post Link to post Share on other sites
NOACROSS 414 Posted January 26, 2019 1 minute ago, ExCouncilJobsworth said: HOLD ON The car has been in an accident? Collision with another vehicle? If so this isnt your issue. Some Problems could have arised from the accident especially warning lights. Am i the only one thinking he wants 3400 off you and then claim 3400 write off value from insurance? Absolutely. I pointed to this in the fourth reply to this thread. It is not the same car that you sold them. Fair wear and tear yes, but after a collision- no. £3400 is far too generous. However- if you've agreed to do this, then it's probably best not to cause a potential riot by going back on it. Learn and move on I guess. 1 Share this post Link to post Share on other sites
Mojo121 229 Posted January 26, 2019 22 minutes ago, RJEauto said: Hi Mojo, Honestly, it has been hands down the most stressful few months of my life! Everything takes longer than you expect it to. Things happen when you least expect them to and sales come in waves of peaks and troughs. However, the satisfaction is great for me as I'm supporting Ryan doing what he's always wanted to do. For a new starter, I think you need to be really passionate about the industry and prepared for the reality that comes with it. Ain't that the truth! I think you have the right attitude for it though and hope you get some better luck with customers in the near future I think the reality is something no one can teach you and it can take you to the brink of patience sometimes! 1 Share this post Link to post Share on other sites
RJEauto 18 Posted January 26, 2019 16 minutes ago, ExCouncilJobsworth said: HOLD ON The car has been in an accident? Collision with another vehicle? If so this isnt your issue. Some Problems could have arised from the accident especially warning lights. Am i the only one thinking he wants 3400 off you and then claim 3400 write off value from insurance? Unfortunately I was hoping to take this stance. However, vehicle showing same fault signs before the accident to showing now. Also, collision was minor and has already been settled by van driver company (BT) so they would uphold the matter is resolved if they tried to claim through insurance Share this post Link to post Share on other sites
EPV 631 Posted January 26, 2019 22 minutes ago, ExCouncilJobsworth said: HOLD ON The car has been in an accident? Collision with another vehicle? If so this isnt your issue. Some Problems could have arised from the accident especially warning lights. Am i the only one thinking he wants 3400 off you and then claim 3400 write off value from insurance? How would he claim the £3400 off the insurance as a write off when the OP would have the vehicle? Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 26, 2019 Kelly, I think you are wise refunding, the customers haven't been unreasonable and the car has had a repeated problem since the sale ( I know, I know its been trashed ).... I also know how I would feel if I was in their shoes, its good you have worked it out amicably, these problems can keep you awake at night. My only concern is the refund and who to give the refund to legitimately, (billy in prison) you will need to pay it back to whom even has complete power of attorney... I would be very careful that you don't get asked twice for the money, my other thought is do you actually know your customer actually wants a refund.... ? 2 Share this post Link to post Share on other sites
David Horgan 564 Posted January 26, 2019 That's very wise advice from AD above Kelly . Pay them back exactly as they paid you , and get it all signed for as you may need it when matey boy has finished his porridge and comes looking for the car cos his wife / partner has legged it to Spain Share this post Link to post Share on other sites
RJEauto 18 Posted January 26, 2019 55 minutes ago, Arfur Dealy said: Kelly, I think you are wise refunding, the customers haven't been unreasonable and the car has had a repeated problem since the sale ( I know, I know its been trashed ).... I also know how I would feel if I was in their shoes, its good you have worked it out amicably, these problems can keep you awake at night. My only concern is the refund and who to give the refund to legitimately, (billy in prison) you will need to pay it back to whom even has complete power of attorney... I would be very careful that you don't get asked twice for the money, my other thought is do you actually know your customer actually wants a refund.... ? Thanks AD Yes I have thought about this. At the time of sale customer (in jail) thought it was best for his partner to be registered keeper so it's her name on original invoice and logbook and therefore her who will receive the refund and sign a disclaimer to relinquish ownership and therefore purchase rights in regard to said vehicle on receipt of partial refund Thanks all for your comments and advice it really is appreciated Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 26, 2019 13 minutes ago, RJEauto said: Thanks AD Yes I have thought about this. At the time of sale customer (in jail) thought it was best for his partner to be registered keeper so it's her name on original invoice and logbook and therefore her who will receive the refund and sign a disclaimer to relinquish ownership and therefore purchase rights in regard to said vehicle on receipt of partial refund Thanks all for your comments and advice it really is appreciated Good, that makes it simple Share this post Link to post Share on other sites
Arfur Dealy 823 Posted January 26, 2019 1 hour ago, RJEauto said: Thanks AD Yes I have thought about this. At the time of sale customer (in jail) thought it was best for his partner to be registered keeper so it's her name on original invoice and logbook and therefore her who will receive the refund and sign a disclaimer to relinquish ownership and therefore purchase rights in regard to said vehicle on receipt of partial refund Thanks all for your comments and advice it really is appreciated Just has another thought..... you’ve never met the customer ? This could be blatant money laundering..... Share this post Link to post Share on other sites
Stephen 21 Posted January 26, 2019 don’t refunds have to go back on same card you took it ie his otherwise he come- out and knows nothing about it? Share this post Link to post Share on other sites
