Startline Motor Finance VT - damages dispute

[Lexi0801]

Hi R0b

Hoping you can give me some advice....

I began the VT process with Startline Motor Finance at the end of February, using the letter templates from here. I received a response that I could either arrange to drop the vehicle off or I could pay £192 for collection, so I responded with the credit act etc etc that I couldn't be charged for collection and within a week they contacted me to arrange to collect (even after I refused to pay the charges, they proceeded with the collection anyway).

Car was collected and no inspection was carried out, just AVERAGE written in big letters over the report and car was taken away. Didn't hear anything for a few weeks when I was chased for the collection fee again, I stood my ground and it was then referred to their complaints department. All I received in the mean time was a letter to say they were dealing with it and would get back to me.

I then received a phone call 4th May from a lady saying that the damages have been reduced from over £1,800 to £790. I haven't received a damage report or even a letter chasing me for the payment, when I told the operative she apologised and said she'd get it sent to me ASAP.

Fast forward to 24th May, I receive a letter saying my complaint about the collection fees has been upheld and they have been written off and all that's left to pay is the damage charges (which I still haven't received a copy of!). I've sent them a letter response saying that I am still waiting for the report but have just received a text from a debt collection agency to say that my debt has been referred to them!?

Where do I stand on the damages, I can't be expected to pay for something I have no idea I owe and am furious they've referred it to a collection agency and still not actually bothered to send me the damage report! That's all despite the fact that nothing was noted on collection (which I have a copy of), how do I argue that the damage report showed nothing yet they're trying to sting me for over £700 now that they've referred it to a collection agency?

[R0b]

If the inspection report stated "average" then that would suggest the car was returned in a reasonable condition. Don't you have a copy of the report that was carried out, usually they would provide you with one if its in paper form.

I would suggest you make another formal complaint outlining that they've failed to address the questions you have raised and why all of a sudden they are asking for a large sum of damages which they have not itemised and contrary to the report which was stated as the car in an average condition.

You could, if you wanted to also write a letter requesting that they restrict processing your data under GDPR until they have provided you with a legitimate reason and evidence of that reason as to why you are being prompted for payment.

[Lexi0801]

Hi R0b

Thanks for your response. I've finally managed to get hold of the Manheim damage report.

I think they are trying to insinuate I've had the car resprayed. This is the list of damages they've charged for:

Quarter Panel R	Rippled finish	Poor repair	£ 165.00
Front door R	dull paint	Poor repair	£ 165.00
Roof	Rippled finish	Poor repair	£ 165.00
Front door mirror housing	scuffed	scuffed	£ 42.00
Front screen	chips	0-10mm	£ 42.00
front wheel trim	scuffed	spoke damage	£ 27.08
Front bumper	Rippled finish	full bumper	£ 145.00
Bonnet	dent	10-30mm	£ 48.00
front wheel trim	scuffed	spoke damage	£ 27.08
Front wing L	Rippled finish	Poor repair	£ 165.00
Front door mirror housing	scuffed	Up to 25mm	£ 42.00
Front door	dirt in paint	Poor repair	£ 165.00
Quarter panel L	Rippled finish	Poor repair	£ 165.00
Fuel filler flap/cover L	Preparation marks	Poor repair	£ 52.00
Upholstery	Soiled		£ 50.00
Roof aerial	Broken		£ 42.77
Front seat base cover	worn		£ -
Tailgate boot catch	inoperative		£ -
Rear wheel trim	scuffed	spoke damage	£ 27.08
Rear wheel trim	scuffed	spoke damage	£ 27.08
Rear bumper	scuffed	26-100mm	£ 125.00
Tailgate/boot finish	Rippled finish	Poor repair	£ 165.00

It's quite the list! The car is 8 years old and was 5 years old when I purchased it, so there is bound to be some wear and tear? I took a video of the car the day it was collected showing all the paint work and I can't see the rippled finish they refer to. I barely used the car in the 2 and a half years I had it and I certainly didn't have it resprayed, so any paint work issues would have been present when I purchased it.

There are a couple of items I'd be willing to pay for (I knew the boot lock wasn't working), but not all the issues with the paint they are claiming for. Would you be able to assist me with a letter response? It doesn't help that the photos they have provided are tiny and in black and white!

[Lexi0801]

Hi R0b

I wrote a letter to challenge the charges and they have written back to say that it is my responsibility to check for damages and their offer is a full and final settlement.

How can i be expected to see rippled finishes in the paint and that patches of the paint are dull? Would you be able to help write a response as I'm not sure where to go from here?

Thank you!