I recently purchased a vehicle (under a fortnight ago) from a, what i thought - reputible used car sales agent. The vehicle has around 41,000 miles is a 54 plate and has a .Gov proof of mileage, clear HPI Check and appears to have been looked after.
I purchase the car and take the vehicle home on the same day as he advises it has already been serviced, already has tax and has already been MOT'd recently which is the case.
Within 24 hours of taking the vehicle home, I take the vehicle around to a friends house (Qualified Mechanic) who advises me there seems to be a squeel coming from the gearbox - originally I thought this was just the standard noise of a diesel engine, I call the RAC as part of this 'Spectacular Warranty' the garage have provided me with and he advises that there is most certain a noise and possible thrust bearing in the gearbox. Also at this point, P0238 Fault Code - Turbo Boost Overboost, is displayed as an Orange Warning Lamp on the vehicle, I have an OBD2 Diagnostic Machine and decide to clear the fault to see if it will re-appear - RAC Patrol was made aware and advised that could have been a 'Glitch?'
I immediatly contact the garage where I purchased the vehicle and advised them of what the RAC patrol has said, the guy 'Mr Nice Sales' guy seems to have lost interest and basically advises that its '... just a thrust bearing' and that he cannot 'warrant' replacing a whole clutch because of this, and he refers to the Warranty he has sold me and asked if it is covered, pretty stumped at his reply, I take the vehicle down to a reputible garage in the area they advised that there is a noise from the gearbox, as we know, and advised that they would contact RAC Warranty to see if they will cover, surprise, they won't the reason being is that the vehicle was purchased less then 24 hours ago. I call Mr Sales Guy back and tell him, he is not botherd, stutters, hinders and says well i'll have to try and fit you into the garage in the next week or two, i tell him this is no good, he tells me in so many words that he would not cover the clutch only the thrust bearing to be replaced and starts getting petty, getting quite frustrated with the conversation I end the call by saying 'Ill see what I can do off my own back' silly school boy error? Most Certinley, I know this now, should have been persistent, but I am not a very abrupt person and normally do not put myself into situations of conflict.
I take the vehicle to A1 Clutches, a well known Gearbox/Transmission Specialist in the West Midlands. I feel like im getting no support from the 'garage' and for work/income purposes aswell as personal reasons I need a vehicle to get around and to assist with a family member whom is disabled. I go in there prepared to pay the cost to have a Clutch fitted, I leave the vehicle with them, further on throughout the day (by the way this is day 3 of owning the vehicle) A1 Clutches call me back - 'Sir, not only does the clutch need replacing but the whining noise is actually coming from the DualMassFly Wheel and the clutch folk, well has melted.' GREAT NEWS! The bill including VAT comes to £665.00 as they advised it really needs doing due to the state it is in.
I since this then have had a further 2x RAC Patrols and 1x AA Patrol take a look at my vehicle, each time they all say/ make note Black Smoke from Exhaust - possible EGR Sticking or have made relation to EGR Valve/Heavy black smoke in there report. So all in all have had 3x RAC Patrols/ 1x AA Patrol look at my vehicle, pretty good for within 2 weeks eh? My old vehicle which I traded in - I had the AA out once for a flat battery. Just to make clear ther has only been one RAC patrol that has not written down about the black smoke as his main focus was based on the 'noise from gearbox'
I do not at this point feel as though there is anymore I can do when my father, a lot more wiser then myself heres of what I have done, and advises to contact Consumer Protection, we contact them and they advise us that we need to send a letter to so called garage with the complaint we have and in the letter state what we wish as the consumer to have done to make right what we have had done.
Since writing this letter I have had to take a trip up to Manchester to give the car the first long run since I have had it. Nearing the end of our journey the vehicle started to Judder when under load however I didnt know if this was due to me being in wrong gear, as this was, the first time I had actually drove this vehicle over some distance, I arrived at my destination turned the key off left it and started it back up and went on a little drive, all seemed ok, thought it was all in my head. However, on our return the car was not building any power when trying to over take lorrys in the secound lane and when it first happend I had a nutter racing up behind me I went to accelerate to get round the lorry and the car would not budge and nearly ended in a rear end collision (my car being casaulty vehicle).
RAC Patrol called out straight away, when I limped home, advises that the cause of all issues is the EGR Valve and that it needs replacing and not to do any long distance driving until done and he went into explaing how it all works, he also advised that the Overboost code would have been caused by this to and advised that there was an EGR Fault Code now logged on the diagnostics/memory of the vehicle - which when previous patrols had attended was not there.
I contact the garage to be faced with again, Mr Sales Guy, who advised he had received my letter and was sending me one back with a receipt advising that EGR has already been replaced, I advised this was not explained at the time of purchase - he didnt reply. I said well the fault is there again and it nearly cost My partners, my 2 year old son and my life because of this car and this problem, not at all concerned, and again began to get very irate with me on the phone, I stayed calm he advised that these problems all seem to be happening since A1 Clutches changed the fly wheel/clutch/clutch folk have advised him that this has nothing to do with an EGR Valve and that the fault was there already, he will not have any of it - he said that I told you I would get you into the garage for us to take a look and I would have put anything right, i advised him that 1-2weeks to even get an appointment was a bit long for a car that I had purchased lessthen 24 hours before hand, and when I need a vehicle, he then went on to stay that he would have provided a courtsey car and I asked him out straight why did you not say this at that point, the car would have been with you within 30minutes of the phone call - and he didnt answer just went on talking about something else and advised that I must make sure that I make sure trading standards know what he said. My question before the phone call ended- and he rushed me off the phone was- if you were getting me into your garage and you were really botherd about the fault why did you not make the booking and call me back? and he did not answer only goodbye.
Pretty amazed at this guys nature and how I have been treated, I work in a customer service enviroment and probally have spoken to some of you on here in the role that I do and I would not dream of treating people like he has treated me.
I will have to get the EGR valve repaired as he has refused to look at vehicle/repair vehicle now as I have had it looked at/ worked on by another garage and he said this takes his liability from the vehicle away.
If anyone can offer advice/ chances with consumer protection etc... please feel free, could really do with peoples views/knowledge/experince - so I know where I stand.
By the way - all receipts are legit and the centre I had repairs done for clutch is a highly commended centre - take a look on the internet if you so wish, as I didnt just have the work done with any tom, dick or harry.
The EGR will be replaced by another reputible garage called Crosswells Garage who have high commendations/recommendations from there customers.
Thank you,
Richard and Mandi
I purchase the car and take the vehicle home on the same day as he advises it has already been serviced, already has tax and has already been MOT'd recently which is the case.
Within 24 hours of taking the vehicle home, I take the vehicle around to a friends house (Qualified Mechanic) who advises me there seems to be a squeel coming from the gearbox - originally I thought this was just the standard noise of a diesel engine, I call the RAC as part of this 'Spectacular Warranty' the garage have provided me with and he advises that there is most certain a noise and possible thrust bearing in the gearbox. Also at this point, P0238 Fault Code - Turbo Boost Overboost, is displayed as an Orange Warning Lamp on the vehicle, I have an OBD2 Diagnostic Machine and decide to clear the fault to see if it will re-appear - RAC Patrol was made aware and advised that could have been a 'Glitch?'
I immediatly contact the garage where I purchased the vehicle and advised them of what the RAC patrol has said, the guy 'Mr Nice Sales' guy seems to have lost interest and basically advises that its '... just a thrust bearing' and that he cannot 'warrant' replacing a whole clutch because of this, and he refers to the Warranty he has sold me and asked if it is covered, pretty stumped at his reply, I take the vehicle down to a reputible garage in the area they advised that there is a noise from the gearbox, as we know, and advised that they would contact RAC Warranty to see if they will cover, surprise, they won't the reason being is that the vehicle was purchased less then 24 hours ago. I call Mr Sales Guy back and tell him, he is not botherd, stutters, hinders and says well i'll have to try and fit you into the garage in the next week or two, i tell him this is no good, he tells me in so many words that he would not cover the clutch only the thrust bearing to be replaced and starts getting petty, getting quite frustrated with the conversation I end the call by saying 'Ill see what I can do off my own back' silly school boy error? Most Certinley, I know this now, should have been persistent, but I am not a very abrupt person and normally do not put myself into situations of conflict.
I take the vehicle to A1 Clutches, a well known Gearbox/Transmission Specialist in the West Midlands. I feel like im getting no support from the 'garage' and for work/income purposes aswell as personal reasons I need a vehicle to get around and to assist with a family member whom is disabled. I go in there prepared to pay the cost to have a Clutch fitted, I leave the vehicle with them, further on throughout the day (by the way this is day 3 of owning the vehicle) A1 Clutches call me back - 'Sir, not only does the clutch need replacing but the whining noise is actually coming from the DualMassFly Wheel and the clutch folk, well has melted.' GREAT NEWS! The bill including VAT comes to £665.00 as they advised it really needs doing due to the state it is in.
I since this then have had a further 2x RAC Patrols and 1x AA Patrol take a look at my vehicle, each time they all say/ make note Black Smoke from Exhaust - possible EGR Sticking or have made relation to EGR Valve/Heavy black smoke in there report. So all in all have had 3x RAC Patrols/ 1x AA Patrol look at my vehicle, pretty good for within 2 weeks eh? My old vehicle which I traded in - I had the AA out once for a flat battery. Just to make clear ther has only been one RAC patrol that has not written down about the black smoke as his main focus was based on the 'noise from gearbox'
I do not at this point feel as though there is anymore I can do when my father, a lot more wiser then myself heres of what I have done, and advises to contact Consumer Protection, we contact them and they advise us that we need to send a letter to so called garage with the complaint we have and in the letter state what we wish as the consumer to have done to make right what we have had done.
Since writing this letter I have had to take a trip up to Manchester to give the car the first long run since I have had it. Nearing the end of our journey the vehicle started to Judder when under load however I didnt know if this was due to me being in wrong gear, as this was, the first time I had actually drove this vehicle over some distance, I arrived at my destination turned the key off left it and started it back up and went on a little drive, all seemed ok, thought it was all in my head. However, on our return the car was not building any power when trying to over take lorrys in the secound lane and when it first happend I had a nutter racing up behind me I went to accelerate to get round the lorry and the car would not budge and nearly ended in a rear end collision (my car being casaulty vehicle).
RAC Patrol called out straight away, when I limped home, advises that the cause of all issues is the EGR Valve and that it needs replacing and not to do any long distance driving until done and he went into explaing how it all works, he also advised that the Overboost code would have been caused by this to and advised that there was an EGR Fault Code now logged on the diagnostics/memory of the vehicle - which when previous patrols had attended was not there.
I contact the garage to be faced with again, Mr Sales Guy, who advised he had received my letter and was sending me one back with a receipt advising that EGR has already been replaced, I advised this was not explained at the time of purchase - he didnt reply. I said well the fault is there again and it nearly cost My partners, my 2 year old son and my life because of this car and this problem, not at all concerned, and again began to get very irate with me on the phone, I stayed calm he advised that these problems all seem to be happening since A1 Clutches changed the fly wheel/clutch/clutch folk have advised him that this has nothing to do with an EGR Valve and that the fault was there already, he will not have any of it - he said that I told you I would get you into the garage for us to take a look and I would have put anything right, i advised him that 1-2weeks to even get an appointment was a bit long for a car that I had purchased lessthen 24 hours before hand, and when I need a vehicle, he then went on to stay that he would have provided a courtsey car and I asked him out straight why did you not say this at that point, the car would have been with you within 30minutes of the phone call - and he didnt answer just went on talking about something else and advised that I must make sure that I make sure trading standards know what he said. My question before the phone call ended- and he rushed me off the phone was- if you were getting me into your garage and you were really botherd about the fault why did you not make the booking and call me back? and he did not answer only goodbye.
Pretty amazed at this guys nature and how I have been treated, I work in a customer service enviroment and probally have spoken to some of you on here in the role that I do and I would not dream of treating people like he has treated me.
I will have to get the EGR valve repaired as he has refused to look at vehicle/repair vehicle now as I have had it looked at/ worked on by another garage and he said this takes his liability from the vehicle away.
If anyone can offer advice/ chances with consumer protection etc... please feel free, could really do with peoples views/knowledge/experince - so I know where I stand.
By the way - all receipts are legit and the centre I had repairs done for clutch is a highly commended centre - take a look on the internet if you so wish, as I didnt just have the work done with any tom, dick or harry.
The EGR will be replaced by another reputible garage called Crosswells Garage who have high commendations/recommendations from there customers.
Thank you,
Richard and Mandi