Lucy B

Sold a 16K UNROADWORTHY CAR with 3K bill

My stepson (24) bought a 19 plate BMW in September 2024. He went without us (had we known we would have advised against buying from them as a couple of years prior my husband was fined from DVLA after part exing his car for one of theirs, so I know their systems are rubbish at best and chaotic) When I went with my stepson to pick the car up I noted there was not a 12 month MOT. This was resolved the same day and an MOT was issued with no advisories. The car was also not properly valeted on collection. A salesperson who was dealing with my stepson had sold him the extended warranty. The salesperson was very enthusiastic saying that it covered all major parts etc so his face dropped when I asked what it didn't cover. It doesn't cover wear and tear. At the end of January my stepson complained about a noise the car was making. He notified motor range under extended warranty (which only deals with major issues) but was told it would be April till they could see it. On the 5th February I spoke to th service department who said they would require a proforma invoice so we could get the work carried out and they would pay. On the 6th of February I sent a proforma after we paid for our mechanic to look at it. The work was quoted as the car needing a differential and it was noted it looked like a second hand one had been fitted prior. The car was not roadworthy to drive especially long distances. I had no response from the email. I called on the 7th of February the email was forwarded over the phone to the service manager who by the way is always in meetings. On the 11th of Feb I sent a follow up email as I had still not received a response or approval for the works to go ahead. On the 11th of February I received an email to say they would only cover costs up to 2k so would need to arrange collection and a courtesy car. On the 11th I received an email saying a courtesy car would not be available until April and that my stepson wouldn't be covered on insurance as under the age of 25. The cover he was sold comes with a courtesy car. On the 12th of Feb the car broke down and I was still waiting a response from motorrange so I emailed them to advise the car had broke down and was on the way back to them. On the 13th of February I had an email apologizing about me not getting through on the phones yesterday the lines were down (also common) and they wanted to know when the vehicle could be collected. I called them and they said they would get back to me with an update after confirming they had the car. In the meantime someone had knocked into the door mirror (at home not there) so asked if they could get someone to quote for a new door mirror. They said they would. On the 15th of February I received another email (first one in 2 weeks I hadn't chased) there it was still in progress and there was no update and management were not on site so a courtesy car couldn't be provided. I responded that he is under 25 as per the previous email so legally couldn't get one as per their policy anyway. On the 17th of February I received an email advising they were short staffed but this person would look into the case and the car was booked in on the 28th to be repaired. On the 18th of Feb I received an email stating that there would be no further updates but the body shop would assess the vehicle whilst on site and provide a quote for it. On the 18th I asked how long the repair would take including body shop. I followed up on the 24th and 25th and did not receive a response. I received an email 1st of March advising should have a progress report on the vehicle I responded asking for an update re the mirror and also compensation for the fact my stepson was misold a policy and has been without car for nearly a month. They responded saying they would chase body shop and would speak to someone about compensation I called today the 5th of March and was told they spoke to my stepson who was happy to receive the car back on Friday. I asked about the door mirror, this has not been seen by the body shop despite it being on site for 10 days and numerous phone calls. There has been no further mention of compensation. You would think as a gesture of goodwill they would fix it for free. They sold an unroadworthy car to begin with had it not been for paying 500 pounds we would have had a 3grand mechanical bill.