Granddad put deposit down on car - Changed mind!

[GDAWG10]

I agree with majority of points here, however an email has been sent to the dealer which I have posted below. Worst case scenario, he will go back to the dealer and get the Micra or Megane, whatever he wants or wait until the dealer gets something else in which really limits his options. I think it's unfair to just hand-over £300 and call it a mistake, or get a car he doesn't want. This email is something in the middle. Will wait for the response. No harm in asking and with an honest email.

"I am emailing on behalf of Mr XYZ. He attended your car dealership (********) yesterday, 15th October to view cars due to his previous car being scrapped. I understand he viewed a Nissan Micra. I have subsequently been told by Mr XYZ that he placed a £300 deposit on this vehicle. On returning home, he realised that he had made an error, didn't have enough thinking time, and felt pressurised by the circumstances and in the environment into selecting a car that he wasn't 100% happy to purchase.

I would like you to take into consideration that Mr XWZ is 79 years old, and his judgement was clouded. On returning home, he realised he hadn't even test-driven the car. He also states that on signing of the receipt, he didn't have time to read through the details and at no point was told verbally that his deposit of £300 was non-refundable. He would also like me to mention that he offered the amount of a £300 as a deposit, because it what the amount he had on him. He accepts it shows this on the receipt, but states he was asked to fill in his name and telephone number and didn't have enough time to read all the t&c's or was made aware of them. Mr XWZ needs glasses to read and English is also his second language.

The New Consumer Protection regs which came into effect on October 1st specifically address the use of pressure in a sales environment. The onus is on the trader to demonstrate that pressure was not exerted. Please note that whilst you may feel that you didn't use pressure, pressure can be very different for a 79 year old man who is currently without a car.

I would like you to also consider that Mr XYZ had his son in-law inform you by telephone two hours after placing the deposit that he had made an error and asked if he could return to collect the £300 deposit minus an admin fee. I dispute very strongly that in those two hours the placing of a deposit on this specific car caused ****** any financial loss, and again the onus is on the trader to demonstrate that any financial loss was incurred.

I suggest and would encourage as a human being that a mistake was made by an elderly gentleman and as stated on your "about me" section on your website "exceptional customer service comes naturally to ******". I would dispute that holding a 79 year olds £300 deposit after he informed you two hours after placing it that he made an error of judgement is "exceptional customer service" and "if you are not happy, we are not happy". In light of the above, I have come to the conclusion that a one time goodwill gesture and subsequent refund of the deposit for a total of £300 is agreed, however I would also state that a refund of £275 is also acceptable on the basis that you charge a £25 admin fee. Mr XYZ will then agree to leave a review online stating how happy he is with customer service offered.

Please inform of the course of action as soon as possible,

Kind Regards

 

[renault12ts]

We give deposits back all the time...it's the nature of our business...no quibbling.

We also charge for a service, which at our discretion we can heavily discount or waive. So, when a customer got gobby with me about the cost of the service, after discount, guess what...he paid full price.

The customer isn't always right...and we're all human, you verbally abuse me...I walk away and hit you in your pocket.

Yes, in this case, I think the garage could be more lenient, but it's their choice, and threats of damaging the reputation of the business online are just spiteful.

 

[renault12ts]

I agree with majority of points here, however an email has been sent to the dealer which I have posted below. Worst case scenario, he will go back to the dealer and get the Micra or Megane, whatever he wants or wait until the dealer gets something else in which really limits his options. I think it's unfair to just hand-over £300 and call it a mistake, or get a car he doesn't want. This email is something in the middle. Will wait for the response. No harm in asking and with an honest email.

Fair enough.

 

[markjay]

I agree with majority of points here, however an email has been sent to the dealer which I have posted below. Worst case scenario, he will go back to the dealer and get the Micra or Megane, whatever he wants or wait until the dealer gets something else in which really limits his options. I think it's unfair to just hand-over £300 and call it a mistake, or get a car he doesn't want. This email is something in the middle. Will wait for the response. No harm in asking and with an honest email.

You are hereby permanently expelled from MB Club.

You did the honourable thing and acted REASONABLY ?

We do not encourage this type of behaviour


But seriously, well done and very well said

 

[C240Sport97]

I agree with majority of points here, however an email has been sent to the dealer which I have posted below. Worst case scenario, he will go back to the dealer and get the Micra or Megane, whatever he wants or wait until the dealer gets something else in which really limits his options. I think it's unfair to just hand-over £300 and call it a mistake, or get a car he doesn't want. This email is something in the middle. Will wait for the response. No harm in asking and with an honest email.

excellent email.

 

[Deleted member 37751]

Keep £25 for your troubles.

Lol.

 

[neilrr]

Hi,
If you check with CAB - all pensioners are automatically considered as being vulnerable in the UK.
Just remember the stories on consumer programs like Watchdog - many unscrupulous companies actively target pensioners - as they are generally more trusting and gullible to slick sales techniques.
Cheers
Steve

Winston Churchill was over 70 when WW2 ended.

 

[gunning]

We give deposits back all the time...it's the nature of our business...no quibbling. We also charge for a service, which at our discretion we can heavily discount or waive. So, when a customer got gobby with me about the cost of the service, after discount, guess what...he paid full price. The customer isn't always right...and we're all human, you verbally abuse me...I walk away and hit you in your pocket. Yes, in this case, I think the garage could be more lenient, but it's their choice, and threats of damaging the reputation of the business online are just spiteful.

Completely agree, the thing is in that time he decides he doesn't want the car he could of turned away customers, which then looks bad when it comes back up for sale. It takes years for these guys to build up a reputation and they have idiots messing them around on a daily basis. (Please don't think that's what I'm saying your grandad is) but it's the way they will view it as they get time wasters, test drivers etc etc multiple times a day.

There's also Re advertising costs and just a general pain in the ****.

I think saying he's 78 isn't an excuse, yes we all age differently but my father is 71 and is more capable mentally and physically than most 20 year olds I'm friends with so I probably wouldn't want to take that as an excuse if I was the business.

 

[GDAWG10]

Completely agree, the thing is in that time he decides he doesn't want the car he could of turned away customers, which then looks bad when it comes back up for sale. It takes years for these guys to build up a reputation and they have idiots messing them around on a daily basis. (Please don't think that's what I'm saying your grandad is) but it's the way they will view it as they get time wasters, test drivers etc etc multiple times a day.

There's also Re advertising costs and just a general pain in the ****.

I think saying he's 78 isn't an excuse, yes we all age differently but my father is 71 and is more capable mentally and physically than most 20 year olds I'm friends with so I probably wouldn't want to take that as an excuse if I was the business.

Understood. However it was two hours AND car is still advertised online on his website and auto-trader. I understand and appreciate by law he has a very strong case for sticking to his guns and holding the money, but I would argue the only pain in the **** would be thinking you have sold a car and then two hours later the buyer admitted a mistake was made.

I've sold my cars before and had people call to say they are coming and didn't turn up, or people turn up wasting time. I've also been a long way to see cars at dealers before and turned up to find out it was a write off, or it didn't start or the doors didn't open. There was one case where the dealer couldn't even get into the car. They were past experiences and you can't treat people a certain way just because of how others have behaved in the past.

I would certainly view a dealer as a business and person in a much higher regard if inside they felt aggrieved because they thought they shifted a car but were professional and treated the customer as a person rather than some sort of paper policy.

I went to buy my current Mercedes from a higher end dealer and I didn't have the full payment to put down all the money there and then. They offered me a chance to put down a refundable deposit to hold the car and they kept it advertised until I went in and settled in full.

We are talking two hours and £300. If the dealer feels that strongly that he needs to grasp onto £300 in the circumstances, it's not exactly very endearing. What does he lose in this situation? 5 minutes of his time and the rest of the time, showing people around cars it's just doing his job.

I am not blaming buyers or dealers, it works both ways, however when a 79 year old man (I don't care about Churchhill or however great other people's elderly parents are) is constantly calling every 30 minutes to see if he has replied (he hasn't), panicking and worrying, you would expect more, I certainly do, and I would of course refund the money.

 

[gunning]

Understood. However it was two hours AND car is still advertised online on his website and auto-trader. I understand and appreciate by law he has a very strong case for sticking to his guns and holding the money, but I would argue the only pain in the **** would be thinking you have sold a car and then two hours later the buyer admitted a mistake was made. I've sold my cars before and had people call to say they are coming and didn't turn up, or people turn up wasting time. I've also been a long way to see cars at dealers before and turned up to find out it was a write off, or it didn't start or the doors didn't open. There was one case where the dealer couldn't even get into the car. They were past experiences and you can't treat people a certain way just because of how others have behaved in the past. I would certainly view a dealer as a business and person in a much higher regard if inside they felt aggrieved because they thought they shifted a car but were professional and treated the customer as a person rather than some sort of paper policy. I went to buy my current Mercedes from a higher end dealer and I didn't have the full payment to put down all the money there and then. They offered me a chance to put down a refundable deposit to hold the car and they kept it advertised until I went in and settled in full. We are talking two hours and £300. If the dealer feels that strongly that he needs to grasp onto £300 in the circumstances, it's not exactly very endearing. What does he lose in this situation? 5 minutes of his time and the rest of the time, showing people around cars it's just doing his job. I am not blaming buyers or dealers, it works both ways, however when a 79 year old man (I don't care about Churchhill or however great other people's elderly parents are) is constantly calling every 30 minutes to see if he has replied (he hasn't), panicking and worrying, you would expect more, I certainly do, and I would of course refund the money.

Yeah 2 hours is a short period of time. I think they are being harsh in this case. Could be a bad day for the dealer which has lead to a worse one for you.

Sadly I'd write this one off if there is no joy to a bad experience and by all rights don't use the dealer again but I personally wouldn't slam him on the Internet for that.

 

[Porteo]

I bet your grandad didn't anything off the screen price, maybe that's the reason he's refusing the cancellation?

 

[GDAWG10]

I bet your grandad didn't anything off the screen price, maybe that's the reason he's refusing the cancellation?

I think it was up for £2500, offered it to him for £2100.

Granddad had his nephew call the dealer...I said to wait for a response to the email but he got restless, and apparently dealer said he will give him back £150 from the £300.

 

[boxbrownie]

Take the money and run, and never return to that dealer again.

Had he returned the deposit immediately with a bit of sympathy thrown in that dealer may have gained another sale or even a recommendation from your Grandad locally........what goes around comes around.

 

[Porteo]

Take the money and run, and never return to that dealer again.

Had he returned the deposit immediately with a bit of sympathy thrown in that dealer may have gained another sale or even a recommendation from your Grandad locally........what goes around comes around.

Couldn't agree more!!

 

[neilrr]

Take the money and run, and never return to that dealer again.

Had he returned the deposit immediately with a bit of sympathy thrown in that dealer may have gained another sale or even a recommendation from your Grandad locally........what goes around comes around.

The dealer did nothing wrong here & TBH a £150 refund is way above & beyond what Grandad is entitled to. Take it & be grateful.

 

[GDAWG10]

In the end the dealer gave a cheque for the full £300 so just waiting for it to go through.

Granddad bought today a 2007 Fiat Punto, 55,000 miles, great condition for £2330 so hope it ends up being a good buy, he liked it though.

Thanks for all your help.

 

[John Jones Jr]

In the end the dealer gave a cheque for the full £300 so just waiting for it to go through.

Granddad bought today a 2007 Fiat Punto, 55,000 miles, great condition for £2330 so hope it ends up being a good buy, he liked it though.

Thanks for all your help.

The good news is getting the refund, delighted it was sorted. The bad news is...

 

[neilrr]

....he bought a Fiat.

 

[John Jones Jr]

....he bought a Fiat

...instead of the Micra.

 

[NOMONEYBUTAMERC]

The dealer has done the right , and honorable thing by refunding the £300 to Grandad. I am not sure what the legal standpoint is regarding the cancelled transaction, but if Grandad is a vulnerable , easily confused , frail old gentleman , my prime concern would be that he is driving anything at all. Sorry if that seems harsh , but the roads are a dangerous place.