Rejecting a used car within 30 days (on Finance)
Discussion
Has anyone had experience of rejecting a car to the finance company within 30 days of purchasing and could give me some insight on how it went?
Some brief back story
About 2 weeks ago I bought a used 2019 Volvo XC60 at £24,000 with 50,000 miles on the clock from a main Volvo dealer 5 hours away. Seen walkround videos and plenty of pictures before I went down. Drove down, looked it over, test drove it and was happy. Only thing I noticed that was odd was there was some residue around driver and passenger windows at the top - salesman advised it was probably just polish from the valeters. I was skeptical but ok.
On the drive home about 2 hours into it I noticed the passenger door speaker was blown (only audible through CarPlay, couldn't be heard on Radio). Annoying however not a huge issue, probably just needs a new speaker. The salesman was off the next day so I waited to notify him. On the 3rd morning of ownership the drivers door card/panel had came "unravelled" at the top and was barely attached to the door resulting in the driver's handle needing to be pulled twice to open the door.
I speak to the salesman and he says they never noticed the speaker being broken or had any knowledge of work being done to the door card. He tells me book it into your nearest Volvo dealer and get them to sort any problems and we'll re-imburse you but we can't pay the dealer, only you. I book it in, they advise that the speaker is blown, needs a new one and that someone has pulled the driver door card at the bottom breaking it entirely which means it now requires a new door card at £800. They also tell me there's been a clear attempt to glue the door card back into place and it's obviously not worked and came unstuck. For the speaker and door card it comes to around £1000. I had to pay £180 for them to "diagnose" this. I ask them to hold off doing any work until I contact the original dealership. I collect the car, contacted the original dealer and asked if any repair work was carried out on the door - I was told there wasn't. They then advise they might have to collect the car via driver, drive it to them and fix it and send it back up or if I'm happy to pay the £1000 to be re-imbursed I can do that. They tell me they'll call me back on Monday with a solution.
Over that weekend, I turned the AirCon on and was met with a constant loud hissing sound as well as a groan/moan every 5 seconds - on top of that the air is blowing lukewarm. Both noises stop when you turned the AC off. I did have the AirCon on on way home however at 70mph the noises are inaudible. I decide to have a closer look at things and noticed that there's glue residue all inside the rubber seals of the passenger window also - this was what the residue was on the car windows when I collected it, not polish. On top of that I checked the fluids etc and noticed the coolant was really, really low on the car.
I emailed all of the above to the dealership who then called me the next day and apologised for the above saying they should've noticed some of these issues before they sold it - just book it back into the nearest dealer, pay for all the works to be done and they'll re-imburse. Still no mention of the glue on both driver and passenger side.
I was initially willing to let them fix the door card and speaker but now I genuinely don't know why the windows/doors have glue sloppily applied all over them and why the AirCon wasn't picked up on when they serviced/MOT'd and "fully inspected" the car as an approved used Volvo dealer. The noises are really audible when the car isn't moving.
I don't see why I should be forking out thousands of pounds to then wait for a reimbursement - I'd expect a £24,000 car coming from an approved used dealer to be good to go and not have these sort of issues hence why I'm looking to reject it.
Just looking to get some thoughts and any advice on rejecting the car.
Some brief back story
About 2 weeks ago I bought a used 2019 Volvo XC60 at £24,000 with 50,000 miles on the clock from a main Volvo dealer 5 hours away. Seen walkround videos and plenty of pictures before I went down. Drove down, looked it over, test drove it and was happy. Only thing I noticed that was odd was there was some residue around driver and passenger windows at the top - salesman advised it was probably just polish from the valeters. I was skeptical but ok.
On the drive home about 2 hours into it I noticed the passenger door speaker was blown (only audible through CarPlay, couldn't be heard on Radio). Annoying however not a huge issue, probably just needs a new speaker. The salesman was off the next day so I waited to notify him. On the 3rd morning of ownership the drivers door card/panel had came "unravelled" at the top and was barely attached to the door resulting in the driver's handle needing to be pulled twice to open the door.
I speak to the salesman and he says they never noticed the speaker being broken or had any knowledge of work being done to the door card. He tells me book it into your nearest Volvo dealer and get them to sort any problems and we'll re-imburse you but we can't pay the dealer, only you. I book it in, they advise that the speaker is blown, needs a new one and that someone has pulled the driver door card at the bottom breaking it entirely which means it now requires a new door card at £800. They also tell me there's been a clear attempt to glue the door card back into place and it's obviously not worked and came unstuck. For the speaker and door card it comes to around £1000. I had to pay £180 for them to "diagnose" this. I ask them to hold off doing any work until I contact the original dealership. I collect the car, contacted the original dealer and asked if any repair work was carried out on the door - I was told there wasn't. They then advise they might have to collect the car via driver, drive it to them and fix it and send it back up or if I'm happy to pay the £1000 to be re-imbursed I can do that. They tell me they'll call me back on Monday with a solution.
Over that weekend, I turned the AirCon on and was met with a constant loud hissing sound as well as a groan/moan every 5 seconds - on top of that the air is blowing lukewarm. Both noises stop when you turned the AC off. I did have the AirCon on on way home however at 70mph the noises are inaudible. I decide to have a closer look at things and noticed that there's glue residue all inside the rubber seals of the passenger window also - this was what the residue was on the car windows when I collected it, not polish. On top of that I checked the fluids etc and noticed the coolant was really, really low on the car.
I emailed all of the above to the dealership who then called me the next day and apologised for the above saying they should've noticed some of these issues before they sold it - just book it back into the nearest dealer, pay for all the works to be done and they'll re-imburse. Still no mention of the glue on both driver and passenger side.
I was initially willing to let them fix the door card and speaker but now I genuinely don't know why the windows/doors have glue sloppily applied all over them and why the AirCon wasn't picked up on when they serviced/MOT'd and "fully inspected" the car as an approved used Volvo dealer. The noises are really audible when the car isn't moving.
I don't see why I should be forking out thousands of pounds to then wait for a reimbursement - I'd expect a £24,000 car coming from an approved used dealer to be good to go and not have these sort of issues hence why I'm looking to reject it.
Just looking to get some thoughts and any advice on rejecting the car.
Edited by JasonM92 on Wednesday 12th March 17:10
Edited by JasonM92 on Wednesday 12th March 17:10
I’d ask them to take it back and reimburse you, then get out looking for another car.
I had a jag f pace, sent it to get a replacement key programmed, they had it for 2 months absolutely no contact or apology for the delay. I’d even delivered it to them as I was going there anyway (they covered my fuel) and said I’d pick it up in 3 days on my way back. They hadn’t even looked at it and I was stuck there with nothing. To be fair they gave me a brand new one as courtesy until I got mine back. Which took the aforementioned 2 months.
When they did call, I just said all trust in them had gone, I had no idea why it’d take 2 months to programme a key and not contact me so said they can keep mine. Tbf they reimbursed me straight away and sent someone 5 hours to come and get their display model
So yeah just having a go at ‘take it back’ and see what they say
I had a jag f pace, sent it to get a replacement key programmed, they had it for 2 months absolutely no contact or apology for the delay. I’d even delivered it to them as I was going there anyway (they covered my fuel) and said I’d pick it up in 3 days on my way back. They hadn’t even looked at it and I was stuck there with nothing. To be fair they gave me a brand new one as courtesy until I got mine back. Which took the aforementioned 2 months.
When they did call, I just said all trust in them had gone, I had no idea why it’d take 2 months to programme a key and not contact me so said they can keep mine. Tbf they reimbursed me straight away and sent someone 5 hours to come and get their display model
So yeah just having a go at ‘take it back’ and see what they say
Not sure approved used is worth anything. I got an approved used Golf with a ‘full service’ history from a main VW dealer.
Turned out it was missing a service.
Rear parcel shelf was broken.
Fuel pump whining.
Screeching noise from one of the belts.
Wheels not balanced.
Whistling noise from around the windscreen because the trim was loose, I presume after a windscreen replacement.
They rectified them all, but it was painful and far from a smooth experience. I think there is what the manufacturers say you should do and a financial reality many dealers think is far more important.
They tried to fob me off until I threatened to return the car under their 30 days no quibble change your mind guarantee. That was the only thing worth anything.
I’d just take Volvo up on the 30 day exchange guarantee their Selekt cars have. Call them and say you want to exchange the car for another one of equivalent value.
Turned out it was missing a service.
Rear parcel shelf was broken.
Fuel pump whining.
Screeching noise from one of the belts.
Wheels not balanced.
Whistling noise from around the windscreen because the trim was loose, I presume after a windscreen replacement.
They rectified them all, but it was painful and far from a smooth experience. I think there is what the manufacturers say you should do and a financial reality many dealers think is far more important.
They tried to fob me off until I threatened to return the car under their 30 days no quibble change your mind guarantee. That was the only thing worth anything.
I’d just take Volvo up on the 30 day exchange guarantee their Selekt cars have. Call them and say you want to exchange the car for another one of equivalent value.
Just email the dealer and finance company with a list of faults diagnosed as present when collected and formally reject the car to the finance company and request the car is collected by the dealer and your money and all costs are refunded immediately. Do not use it anymore.
Ensure any further correspondence is in writing. Do not accept the dealers request to get it repaired yourself with you footing the bill.
My son had a similar issue with a car bought from a Ford main dealer and had to pay for the repair himself which took way longer than promised to refund so he rejected the car as it didn’t have the full service history as advertised. They collected and refunded the full amount as they knew it was missing the full history.
Be firm and stand your ground. Your car sounds like a right nightmare, go and find a better example and maybe get a ppi next time.
Ensure any further correspondence is in writing. Do not accept the dealers request to get it repaired yourself with you footing the bill.
My son had a similar issue with a car bought from a Ford main dealer and had to pay for the repair himself which took way longer than promised to refund so he rejected the car as it didn’t have the full service history as advertised. They collected and refunded the full amount as they knew it was missing the full history.
Be firm and stand your ground. Your car sounds like a right nightmare, go and find a better example and maybe get a ppi next time.
Edited by Crazy4557 on Wednesday 12th March 22:38
Rough101 said:
Isn’t this also covered under Volvo Selekt exchange scheme?
Though maybe not given the payment required at the local dealer, which means it might not have qualified……
Sadly it wasn't no - the dealer closest to me asked Vovlo Selekt guys to call me and they explained that as these faults were present when I bought the car the dealer has to get them fixed! Though maybe not given the payment required at the local dealer, which means it might not have qualified……
JasonM92 said:
Sadly it wasn't no - the dealer closest to me asked Vovlo Selekt guys to call me and they explained that as these faults were present when I bought the car the dealer has to get them fixed!
That's great for them and they can absolutely go ahead and fix it. But still doesn't absolve them of the fact they've sold a damaged car. Reject it, either under their own policy or get the finance company involved.Jonno02 said:
That's great for them and they can absolutely go ahead and fix it. But still doesn't absolve them of the fact they've sold a damaged car. Reject it, either under their own policy or get the finance company involved.
Yeah that's exactly it. It's too much of a coincidence to pick the car up with glue all around the window edges and then for the door card to unravel. Dodgy repair to something somewhere. The passenger window glass has started creaking quite loudly which again just points to an issue. I formally rejected the car to the finance company yesterday outlining a timeline of events and issues and I've parked the car up. Bit of a shambles.
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