Robert D

A Bitter Experience

The correct procedure for a review is to critique and give honest feedback so others can make their own decisions based on your experience. Ref WF11 UAU Three days after taking deliver of my car from Drews Motor Company it was evident there was a problem with the self levelling suspension which is also known as airmatic suspension. I emailed this issue to the dealer who failed to acknowledge the email or even offer the courtesy of a reply. In order to communicate with the dealer, I took photographs of the problem and watts app’d the dealer with the evidence. The dealer sent me away to get the car diagnosed locally. The garage gave him the diagnosis and a price to which the dealer stated that he could do the work more cheaply. I reminded him of his duty under the consumer rights act 2015 and rejected this faulty vehicle within the allowable 30 days. The dealer instructed his Lawyers called Lawgistics who wrote to me stating it was a was a wear and tear issue and I wasn’t entitled to a refund. Yes, you read this correctly, Wear and Tear after only 3 days. Make your own mind up. As it was becoming evident that the dealer was hoping I would simply go away. I contacted the AA as the dealer had signed up to the AA dealer promise and they agreed to mediate. They also reminded the dealer of the fact that in their opinion he was breaching the Consumer Rights act 2015. Drews Motor Company eventually agreed to repair the car and I agreed to allow them to try and fix the problem. The first repair failed. The second repair failed because the dealer supplied parts to the mechanic that were of such poor quality they failed on installation. The third repair didn’t happen because the dealer failed to supply a working part to the mechanic. This is now twelve weeks since I bought the car. I was left with no choice other than to start legal proceedings. It goes without saying that the court found in my favour and Drews Motor Company Ltd had Breached the Consumer Rights Act 2015. The Judge awarded me the full cost of the Vehicle and my fixed costs. Having been through all the excuses, the delaying tactics, the uncooperative and obstructive behaviour and the unwillingness to resolve the issue without being pressurised to do so by the AA mediation team I obtained the correct outcome and the dealer has now refunded the cost of the car and my costs. The dealer even had the audacity to tell the court he was an approved AA retailer. He certainly is not approved by the AA but has simply signed up to the dealer promise. My experience shows that he didn’t adhere to the promise he signed up to. After reading my review you can make your own mind up if this is the type of dealership you want to do business with. Remember you are the customer and there are hundreds of second hand car dealers wanting your money. It shouldn’t be this way when buying a car and I am sure most dealers behave in the correct way. Just not this one.