Used car purchase, paint issue
Discussion
TLDR: Bought a used car on Saturday from a main dealer in cash, doors don't match. Anything I can do?
Full story: Agreed to buy a new car 200 miles from home, due to being a rare model. Did as much as I could remotely, had a couple of videos sent and was reassured and comfortable with the condition of the car relative to being 4 years old with 45,000 miles. Alligned my expectations to this when collecting it.
A couple of other details which aren't 100% relevant but make me think I could be in for a rocky road getting a satisfactory resolution to this. My previous car was valued as a part exchange as part of the deal, and we settled on a £500 movement in price overall. I then asked if I was to sell my car privately would it change anything, they said no but then renaged on the £500 discount saying this was allowed for in my part exchange. As I had nothing in writing, no car (I'd sold it!) and it was less than 24 hours before I was due to collect, I had to take it on the chin.
I then saw the car for the first time and noticed the rear tyres were Hancock not the Pirelli's in the advert photos. Again, not a lot I could do but take it on the chin at this point as I was now 200 miles from home with no return train ticket.
I'd ignored a few red flags until tihs point, but the salesman then said 'good news, we've spotted a previous bad repair to the passenger door so we've had it redone'. I was thinking in no way is this good news, I've worked in a bodyshop before and know how nasty a quick last minue repair can be. Regardless, I ignored yet another red flag as the car looked fine in the admittedly fading light.
You can guess the rest, got up the next morning and viewed it in daylight and the front and rear doors are a terrible match. Photos attached.
I'm not a nightmare customer, I know a repair will never match a factory finish and I know a 4 year old car is likely to have had some paint, but I can't live with the current match. I either want it fully redoing properly and blending to the adjacent panels, or to have a full refund on the car and go buy something else.
What are my chances of either of the above, and what are my legal angles if it gets unpleasant? Having had a quick look online, I'm fairly certain it would fall under 'not of satisfactory quality' for a 30 day rejection, if it comes to it?
If it makes a difference, car was sold as approved used through a main dealer and I paid cash. The dealer knows about it as my partner called and left a message with reception yesterday as no management available. Expecting a call back today.
And yes, having worked in a bodyshop I should have spotted this even in fading light...
Full story: Agreed to buy a new car 200 miles from home, due to being a rare model. Did as much as I could remotely, had a couple of videos sent and was reassured and comfortable with the condition of the car relative to being 4 years old with 45,000 miles. Alligned my expectations to this when collecting it.
A couple of other details which aren't 100% relevant but make me think I could be in for a rocky road getting a satisfactory resolution to this. My previous car was valued as a part exchange as part of the deal, and we settled on a £500 movement in price overall. I then asked if I was to sell my car privately would it change anything, they said no but then renaged on the £500 discount saying this was allowed for in my part exchange. As I had nothing in writing, no car (I'd sold it!) and it was less than 24 hours before I was due to collect, I had to take it on the chin.
I then saw the car for the first time and noticed the rear tyres were Hancock not the Pirelli's in the advert photos. Again, not a lot I could do but take it on the chin at this point as I was now 200 miles from home with no return train ticket.
I'd ignored a few red flags until tihs point, but the salesman then said 'good news, we've spotted a previous bad repair to the passenger door so we've had it redone'. I was thinking in no way is this good news, I've worked in a bodyshop before and know how nasty a quick last minue repair can be. Regardless, I ignored yet another red flag as the car looked fine in the admittedly fading light.
You can guess the rest, got up the next morning and viewed it in daylight and the front and rear doors are a terrible match. Photos attached.
I'm not a nightmare customer, I know a repair will never match a factory finish and I know a 4 year old car is likely to have had some paint, but I can't live with the current match. I either want it fully redoing properly and blending to the adjacent panels, or to have a full refund on the car and go buy something else.
What are my chances of either of the above, and what are my legal angles if it gets unpleasant? Having had a quick look online, I'm fairly certain it would fall under 'not of satisfactory quality' for a 30 day rejection, if it comes to it?
If it makes a difference, car was sold as approved used through a main dealer and I paid cash. The dealer knows about it as my partner called and left a message with reception yesterday as no management available. Expecting a call back today.
And yes, having worked in a bodyshop I should have spotted this even in fading light...
Edited by resolve10 on Monday 9th March 10:57
Bit hard to tell from the pics (and my aging eye sight), but is the main difference between the doors, as the rear quarter seems a decent match ? I assume being ex-bodyshop, once you have seen the mis-match, you now can't un-see it. How far would that have to be blended out to get a decent match ? I assume Merc would just take the car back and sell it to someone without pointing out the door, and hope they didn't notice, as I am guessing a proper repair isn't going to be cheap. Lovely car though !
Red9zero said:
Bit hard to tell from the pics (and my aging eye sight), but is the main difference between the doors, as the rear quarter seems a decent match ? I assume being ex-bodyshop, once you have seen the mis-match, you now can't un-see it. How far would that have to be blended out to get a decent match ? I assume Merc would just take the car back and sell it to someone without pointing out the door, and hope they didn't notice, as I am guessing a proper repair isn't going to be cheap. Lovely car though !
It's the front door that's been repaired and it's where the front & rear doors meet that really draw your eye. It's hard to photograph but you can see it clearly as you walk along the car. Thanks, I really like the car so hopefully we can sort it out but if they offered to take it back I would accept at this point.
Distance selling won't come into it as I signed for and picked up the car in person.
The front wing looks OK relative to the bonnet. Fairly certain it hasn't been painted as it has a small chip near the front. I'm 95% sure only the front passenger door has been painted.
Any advice specifically on what kind of outcome I can hope for, or where I can go legally if anywhere? I don't get a good feeling from the dealer at all so far so expecting a fight.
The front wing looks OK relative to the bonnet. Fairly certain it hasn't been painted as it has a small chip near the front. I'm 95% sure only the front passenger door has been painted.
Any advice specifically on what kind of outcome I can hope for, or where I can go legally if anywhere? I don't get a good feeling from the dealer at all so far so expecting a fight.
With respect to the previous two posts there's no way I want to be paying anything towards this, the car was north of £30k and it's already ruined the collection experience. It either needs sorting at no cost or a refund, and I'm not clear on what my legal rights are but even if it's a difficult route I have the appetite for it.
The CRA2015 doesn't care about how far you've travelled to collect a car, or whether you've sold your previous car in the days beforehand. With it being a cosmetic issue, it squarely falls under the "you could have spotted it BEFORE you bought the car, not AFTER" clause in the legislation. So to expand on the post from previously, all your power is when you have the money not the car, and as soon as you've paid for it you're in a much weaker bargaining position.
All you can hope for now is some goodwill from the dealer concerned.
So the advice was more to the general audience than the OP here. I do notice a trend of checking cars AFTER they're purchased, not BEFORE, and thinking some broad umbrella of consumer protection will cover that scenario. It does for latent defects, and also assumes the fault was present unless proven otherwise (which is strong for the consumer) but for cosmetic issues, no.
All you can hope for now is some goodwill from the dealer concerned.
So the advice was more to the general audience than the OP here. I do notice a trend of checking cars AFTER they're purchased, not BEFORE, and thinking some broad umbrella of consumer protection will cover that scenario. It does for latent defects, and also assumes the fault was present unless proven otherwise (which is strong for the consumer) but for cosmetic issues, no.
paul_c123 said:
The CRA2015 doesn't care about how far you've travelled to collect a car, or whether you've sold your previous car in the days beforehand. With it being a cosmetic issue, it squarely falls under the "you could have spotted it BEFORE you bought the car, not AFTER" clause in the legislation. So to expand on the post from previously, all your power is when you have the money not the car, and as soon as you've paid for it you're in a much weaker bargaining position.
All you can hope for now is some goodwill from the dealer concerned.
So the advice was more to the general audience than the OP here. I do notice a trend of checking cars AFTER they're purchased, not BEFORE, and thinking some broad umbrella of consumer protection will cover that scenario. It does for latent defects, and also assumes the fault was present unless proven otherwise (which is strong for the consumer) but for cosmetic issues, no.
I can accept those are the facts and it's now the position I'm in. However, from a customer point of view it's disappointing that approved used doesn't guarantee a certain level of peace of mind for things like this. All you can hope for now is some goodwill from the dealer concerned.
So the advice was more to the general audience than the OP here. I do notice a trend of checking cars AFTER they're purchased, not BEFORE, and thinking some broad umbrella of consumer protection will cover that scenario. It does for latent defects, and also assumes the fault was present unless proven otherwise (which is strong for the consumer) but for cosmetic issues, no.
If this was a £5,000 runaround from a backstreet garage I could accept I'd missed it any have to take it on the chin. I used to work in luxury sales and it used to rub me up the wrong way when people would say 'I'm paying £xxx, these things shouldn't happen'. Things can and do go wrong in every business, but one thing my company always did was put it right at any cost until the customer was happy.
That paintwork is shocking...!!
I was bored at work so asked ChatGPT
1. Mercedes “Approved Used” standards are high
Vehicles sold through the Mercedes‑Benz Approved Used scheme are expected to pass a detailed inspection and meet strict cosmetic standards.
A visibly mismatched door colour would normally fail those standards, particularly if the car was repaired by the dealer’s own bodyshop before sale.
So from Mercedes’ point of view, the car should have been returned to a factory-standard finish before being handed over.
2. Legally you are still in the strongest window
Under the Consumer Rights Act 2015:
You are within 30 days, so you have the short-term right to reject the car.
Because the issue was present immediately, it clearly existed at the point of sale.
Even though the dealer mentioned the car had prior damage repaired, that doesn’t excuse a poor repair. The car must still be of satisfactory quality.
A repair that leaves two doors visibly different colours would rarely meet that standard for a premium approved car.
3. What Mercedes dealers usually do in this situation
In practice, Mercedes dealers normally resolve this quickly because:
Poor paintwork reflects badly on the Approved Used programme
Escalations to Mercedes-Benz UK can cause headaches for the dealer
Typical solutions are:
Most common
Dealer collects the car
Sends it to a Mercedes-approved bodyshop
Repaints the door properly with panel blending
Sometimes
They authorise a Mercedes-approved bodyshop near you (since you’re 200 miles away)
Rare but possible
If you push for it, they may agree to unwind the sale.
4. The 200-mile distance actually helps your argument
Since:
the deal was largely remote, and
the defect was discovered the next day,
it’s reasonable to expect the dealer to arrange collection or cover transport, rather than expecting you to drive 400 miles round trip.
Many main dealers will simply send a covered transporter.
5. What I would recommend doing now
Email the sales manager (not just the salesperson) with:
Photos in clear daylight
A short explanation
A request for collection and rectification
Example wording:
Writing
Following collection of the vehicle yesterday evening, I noticed in daylight today that there is a very obvious colour mismatch between the front and rear doors.
I understand the vehicle had some damage identified during the pre-delivery inspection which was repaired by your bodyshop. However, the finish is clearly not colour matched and is very noticeable.
Given that the vehicle was supplied as a Mercedes Approved Used car, I would appreciate it if this could be rectified to the appropriate standard. As the dealership is approximately 200 miles from me, please could you advise how collection and repair can be arranged.
✅ One important tip:
If the mismatch is as obvious as you say, take photos:
From 3–5 metres away
In direct daylight
Showing both doors in the same shot
Those photos are very persuasive.
I was bored at work so asked ChatGPT
1. Mercedes “Approved Used” standards are high
Vehicles sold through the Mercedes‑Benz Approved Used scheme are expected to pass a detailed inspection and meet strict cosmetic standards.
A visibly mismatched door colour would normally fail those standards, particularly if the car was repaired by the dealer’s own bodyshop before sale.
So from Mercedes’ point of view, the car should have been returned to a factory-standard finish before being handed over.
2. Legally you are still in the strongest window
Under the Consumer Rights Act 2015:
You are within 30 days, so you have the short-term right to reject the car.
Because the issue was present immediately, it clearly existed at the point of sale.
Even though the dealer mentioned the car had prior damage repaired, that doesn’t excuse a poor repair. The car must still be of satisfactory quality.
A repair that leaves two doors visibly different colours would rarely meet that standard for a premium approved car.
3. What Mercedes dealers usually do in this situation
In practice, Mercedes dealers normally resolve this quickly because:
Poor paintwork reflects badly on the Approved Used programme
Escalations to Mercedes-Benz UK can cause headaches for the dealer
Typical solutions are:
Most common
Dealer collects the car
Sends it to a Mercedes-approved bodyshop
Repaints the door properly with panel blending
Sometimes
They authorise a Mercedes-approved bodyshop near you (since you’re 200 miles away)
Rare but possible
If you push for it, they may agree to unwind the sale.
4. The 200-mile distance actually helps your argument
Since:
the deal was largely remote, and
the defect was discovered the next day,
it’s reasonable to expect the dealer to arrange collection or cover transport, rather than expecting you to drive 400 miles round trip.
Many main dealers will simply send a covered transporter.
5. What I would recommend doing now
Email the sales manager (not just the salesperson) with:
Photos in clear daylight
A short explanation
A request for collection and rectification
Example wording:
Writing
Following collection of the vehicle yesterday evening, I noticed in daylight today that there is a very obvious colour mismatch between the front and rear doors.
I understand the vehicle had some damage identified during the pre-delivery inspection which was repaired by your bodyshop. However, the finish is clearly not colour matched and is very noticeable.
Given that the vehicle was supplied as a Mercedes Approved Used car, I would appreciate it if this could be rectified to the appropriate standard. As the dealership is approximately 200 miles from me, please could you advise how collection and repair can be arranged.
✅ One important tip:
If the mismatch is as obvious as you say, take photos:
From 3–5 metres away
In direct daylight
Showing both doors in the same shot
Those photos are very persuasive.
BlackStang5point0 said:
That paintwork is shocking...!!
I was bored at work so asked ChatGPT
1. Mercedes Approved Used standards are high
Vehicles sold through the Mercedes?Benz Approved Used scheme are expected to pass a detailed inspection and meet strict cosmetic standards.
A visibly mismatched door colour would normally fail those standards, particularly if the car was repaired by the dealer s own bodyshop before sale.
So from Mercedes point of view, the car should have been returned to a factory-standard finish before being handed over.
2. Legally you are still in the strongest window
Under the Consumer Rights Act 2015:
You are within 30 days, so you have the short-term right to reject the car.
Because the issue was present immediately, it clearly existed at the point of sale.
Even though the dealer mentioned the car had prior damage repaired, that doesn t excuse a poor repair. The car must still be of satisfactory quality.
A repair that leaves two doors visibly different colours would rarely meet that standard for a premium approved car.
3. What Mercedes dealers usually do in this situation
In practice, Mercedes dealers normally resolve this quickly because:
Poor paintwork reflects badly on the Approved Used programme
Escalations to Mercedes-Benz UK can cause headaches for the dealer
Typical solutions are:
Most common
Dealer collects the car
Sends it to a Mercedes-approved bodyshop
Repaints the door properly with panel blending
Sometimes
They authorise a Mercedes-approved bodyshop near you (since you re 200 miles away)
Rare but possible
If you push for it, they may agree to unwind the sale.
4. The 200-mile distance actually helps your argument
Since:
the deal was largely remote, and
the defect was discovered the next day,
it s reasonable to expect the dealer to arrange collection or cover transport, rather than expecting you to drive 400 miles round trip.
Many main dealers will simply send a covered transporter.
5. What I would recommend doing now
Email the sales manager (not just the salesperson) with:
Photos in clear daylight
A short explanation
A request for collection and rectification
Example wording:
Writing
Following collection of the vehicle yesterday evening, I noticed in daylight today that there is a very obvious colour mismatch between the front and rear doors.
I understand the vehicle had some damage identified during the pre-delivery inspection which was repaired by your bodyshop. However, the finish is clearly not colour matched and is very noticeable.
Given that the vehicle was supplied as a Mercedes Approved Used car, I would appreciate it if this could be rectified to the appropriate standard. As the dealership is approximately 200 miles from me, please could you advise how collection and repair can be arranged.
? One important tip:
If the mismatch is as obvious as you say, take photos:
From 3 5 metres away
In direct daylight
Showing both doors in the same shot
Those photos are very persuasive.
That's really helpful thanks.I was bored at work so asked ChatGPT
1. Mercedes Approved Used standards are high
Vehicles sold through the Mercedes?Benz Approved Used scheme are expected to pass a detailed inspection and meet strict cosmetic standards.
A visibly mismatched door colour would normally fail those standards, particularly if the car was repaired by the dealer s own bodyshop before sale.
So from Mercedes point of view, the car should have been returned to a factory-standard finish before being handed over.
2. Legally you are still in the strongest window
Under the Consumer Rights Act 2015:
You are within 30 days, so you have the short-term right to reject the car.
Because the issue was present immediately, it clearly existed at the point of sale.
Even though the dealer mentioned the car had prior damage repaired, that doesn t excuse a poor repair. The car must still be of satisfactory quality.
A repair that leaves two doors visibly different colours would rarely meet that standard for a premium approved car.
3. What Mercedes dealers usually do in this situation
In practice, Mercedes dealers normally resolve this quickly because:
Poor paintwork reflects badly on the Approved Used programme
Escalations to Mercedes-Benz UK can cause headaches for the dealer
Typical solutions are:
Most common
Dealer collects the car
Sends it to a Mercedes-approved bodyshop
Repaints the door properly with panel blending
Sometimes
They authorise a Mercedes-approved bodyshop near you (since you re 200 miles away)
Rare but possible
If you push for it, they may agree to unwind the sale.
4. The 200-mile distance actually helps your argument
Since:
the deal was largely remote, and
the defect was discovered the next day,
it s reasonable to expect the dealer to arrange collection or cover transport, rather than expecting you to drive 400 miles round trip.
Many main dealers will simply send a covered transporter.
5. What I would recommend doing now
Email the sales manager (not just the salesperson) with:
Photos in clear daylight
A short explanation
A request for collection and rectification
Example wording:
Writing
Following collection of the vehicle yesterday evening, I noticed in daylight today that there is a very obvious colour mismatch between the front and rear doors.
I understand the vehicle had some damage identified during the pre-delivery inspection which was repaired by your bodyshop. However, the finish is clearly not colour matched and is very noticeable.
Given that the vehicle was supplied as a Mercedes Approved Used car, I would appreciate it if this could be rectified to the appropriate standard. As the dealership is approximately 200 miles from me, please could you advise how collection and repair can be arranged.
? One important tip:
If the mismatch is as obvious as you say, take photos:
From 3 5 metres away
In direct daylight
Showing both doors in the same shot
Those photos are very persuasive.
Problem is the sun hasn't made an apperance since I got the car (dread to think what it could look like in full sun).
Approved Used is interesting as presumably the dealer doing the prep is the one saying 'this meets the standard', so I imagine there could be some variables across the network as to what those standards are.
resolve10 said:
I can accept those are the facts and it's now the position I'm in. However, from a customer point of view it's disappointing that approved used doesn't guarantee a certain level of peace of mind for things like this.
If this was a £5,000 runaround from a backstreet garage I could accept I'd missed it any have to take it on the chin. I used to work in luxury sales and it used to rub me up the wrong way when people would say 'I'm paying £xxx, these things shouldn't happen'. Things can and do go wrong in every business, but one thing my company always did was put it right at any cost until the customer was happy.
That's another trend I've seen recently, albeit only from complaints on here. "Approved Used" seems to be either a meaningless label, or whatever process they go through has holes in it so bad repairs, or issues which should have been picked up, get through. And its not unique to one manufacturer, period of time or dealer group. I've seen reviews of large franchise groups 5-6 years ago which paint (excuse the pun) a similar picture.If this was a £5,000 runaround from a backstreet garage I could accept I'd missed it any have to take it on the chin. I used to work in luxury sales and it used to rub me up the wrong way when people would say 'I'm paying £xxx, these things shouldn't happen'. Things can and do go wrong in every business, but one thing my company always did was put it right at any cost until the customer was happy.
Gassing Station | Car Buying | Top of Page | What's New | My Stuff