The consumer’s issue:
“I used a car price comparison site to get quotations for a new seven seater SUV. I received several quotes from various dealers, and one offered the lowest cost based on the specification that I needed. I then bought the car following a test drive at the showroom, and a signed new vehicle order form was completed. The salesman said that the car would be available in 12 – 16 weeks.
I contacted the dealership a couple of days after my visit to add another option, and I was sent another order form with it on the paperwork. I signed the form and emailed it back to the dealership four days later, and it clearly stated that it was for a new vehicle.
I did not hear back from the chosen dealership until a couple of months after placing the order, which was to inform me the car would not be available within the next four weeks. I then got in touch with the business again a month later, enquiring about the potential date of collecting the car. I also asked about the vehicle manufacturer’s offer of free fuel for retail customers. However, I was surprised to hear that the car would not be a new vehicle, but a pre-registered one.
I pointed out to the salesman that the contract was for a new car, not a pre-registered vehicle, but he kept saying it would be a pre-registered car only. I then spoke to the dealer principal, and he said exactly the same thing. I am therefore looking for this matter to be resolved as per the signed contract, and to not lose out on the vehicle manufacturer’s offer for free fuel.”
The accredited business’ response:
- The original offer made to the customer with the large discount off the cost of the vehicle via the car price comparison website was indeed subject to the buyer accepting the car to be registered in our business name first of all, and he agreed to that.
- However, for clarification purposes, we did provide the client with his new car at the discounted price agreed, and to prevent dissatisfaction, the car was registered in his name and not ours, so we can’t understand why the client has now raised a complaint.
The adjudication outcome:
- The adjudicator looked at the evidence, and considering both the consumer and business had reached an agreement, where the customer received his new car at the discounted price and had it registered in his name, there was no further action that The Motor Ombudsman could have taken in this scenario.
Conclusion:
- Both parties were satisfied with the outcome and the case was closed.
