Tania P

Blocked scuttle panel

I purchased a Renault Captur from this dealership less than a year ago in good faith it was in complete working order, with no faults or issues. Less than 10 months later, I discover the floor of my car is soaking wet and the leak is coming from beneath the car. I attempted to book in immediately for Renault London West to take a look, but they had no availability for months and would not be able to provide me with a courtesy car, so I booked at Renault Watford - being advised by the person booking me in on the phone, this would not be an issue as they were both Renault dealerships. They advised me the leak was due to a blocked scuttle panel, and the work required to clear it out and fully dry the car would cost almost £600 - as well as telling me that the blockage looked as though it had been there for lot longer than I'd had the car (as you can see from the photos - what were apparently once twigs and leaves have now turned to sludge). I emailed Stephen when I was advised of this (from Renault London West) who responded promptly and advised it was clearly down to me as I must have parked it outside and under trees. My car is parked either on my driveway at home, which is completely free of leaves, or in an indoor carpark at work, so it's definitely not because I've parked it underneath trees - completely ignoring the fact that I should be able to park it outside without worrying that a leaf might cause me £600 worth of repairs. Further investigation across Renault forums showed this issue to be a common issue with Renaults, and something that absolutely should have been checked before the car was sold to me. Stephen advised if I provided him with the invoice of the work required and proof that the blockage hadn't occurred whilst the car was in my possession, we could come to a "mutually acceptable conclusion" yet has not responded to a single email I have sent since - despite providing the report from the mechanic, photos, and the invoice for the work carried out. Nor has he provided me with proof the scuttle panel was checked and unblocked before the car was sold to me which I have asked for. I have been without my car for almost 4 weeks now, while the repairs have been carried out, and I have been told I cannot collect it until payment has been sorted out- which I am unable to do until Renault London West engage with me further. I am a very unhappy customer.