Gabriele T

Sales aftercare

I bought a car from Hanar 2 months ago (June 2020) and it is a very good car, nearly new, but I am not happy with the sales aftercare. The missing special locking wheel nut key for the car and the missing jack caused me a great deal of inconvenience when I had a puncture and I had to call out the AA. I expected this to be with the car when I bought it, so I didn't check. When I contacted Hanar about the missing locking wheel key nut key it was initially suggested by them that I should come to them to get the ‘problem sorted’. I refused to do so since it would have meant driving some distance on a spare tyre which it is not designed for that. Hanar offered instead to send someone round to me to ‘sort out the issue’. On pushing for an explanation on how the problem would be sorted it was suggested: • Knocking off the safety wheel nut altogether • Purchasing the wheel nut locking key from a local car accessory shop I was very concerned about this solution and contacted the local Toyota dealership myself for expert advice. Toyota told me that only they, the dealership, have the correct locking wheel nut key for this model, at a cost of £30.00. It cannot be purchased from anywhere else, since it is unique and it could take up to 5 weeks to get, because it comes from Germany. So we agreed, since the car was booked for its first service that week, Toyota dealership would change the tyre for a new one using their master key, without damaging the safety wheel nut. I also take exception to Hanars’ comment that “we are not the AA”, and that no apology was made for the inconvenience caused. Knocking off the security wheel nut would not have solved the problem, what I needed was the key itself and I had made that very clear right from the beginning. PS: Hanar have since reimbursed me for the cost of the locking wheel nut key and the jack.