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Hi everyone,
I purchased a car from Lookers Ford that was 1 year old which had done 5000 miles. This was September 2023. I paid £17,800 for the car.
After 3 days large oval scratches appeared down the drivers side door, rear passenger door and some on the rear quarter panel. As the car got more dusty these became more apparent. I contacted Lookers after a week to say that the car looked a mess. After 6 weeks of badgering them I finally took the car to Lookers Ford at Sheffield ( which is nearer to where I live), they buffed out the scratches on the door. I wasn't given any paperwork or explanation as to what these scratches were. As time passed they started to faintly appear again. In April 2024 when I was cleaning the car I noticed rust along the bottom of the drivers door, I took photographs and contacted Lookers straight away via email and sent them the photographs. I asked what they thought could have caused the rust. I was told, they didn't know, I should Google a bodywork repair shop near me and take it there so I did. I was informed that the car had been re-sprayed on that drivers door and the back passenger door and the paint was a slightly different silver. They wouldn't repair the rust, said it would just come back, the car needed a replacement driver's door to be able to guarantee their work. They said that where I purchased the car should sort this out for me but Lookers weren't interested. I tried to get the car booked in at Lookers for them to inspect it, to this day they haven't seen the car since I purchased it. I tried to book it in at Sheffield for an inspection but the Manager at Leeds said we had to deal direct with them. They offered a part exchange for an extra £2000 from me.
I contacted Ford customer relations who negotiated a little and in May 2024 Lookers at Leeds offered to exchange the car. However, they offered me a car that was a lower spec than mine but again wanted £2000. I said no.
I had the car assessed independently and was told that it had had a suboptimal repair that hadn't been sealed properly and that had caused the rust. I have taken it to 5 different places, 2 of which were other Ford dealers, and within a split second of seeing the car they all spotted it had been resprayed. Lookers continue to say that because they did an HPI on this car that as far as they are concerned it was fine. They have even gone so far as to suggest that I should have noticed this repair but say that their trained staff didn't notice it.
After sending them a template letter from Citizens Advice I have just received a response. They don't accept that the car is not as described - even though the repair this car had voided the warranty. I bought a car with what I thought had a full warranty and was sold it as such. I also paid for a paint protection product that protects paintwork.This shouldn't have been applied on this car as it already had effective paint. They have said it is of a reasonable quality. I disagree, I would not expect to pay £17,900 to have a 2 year old car that goes rusty after owning it just 8 months. I have said it isn't of a standard I would expect from. Ford dealer.
They have offered a full repair - I would still have a car with a voided warranty.
They have offered a replacement but 3 months down the line from this being offered in May, they haven't provided me with one. They did say that they don't get cars from other Lookers branches anymore so I would have to wait on a car being traded into them. Since my letter where I pointed out that their website says they have thousands of cars nationally, they have said they can get one from another branch now.
They have offered a right to reject but with a reduction of 50p per mile so I would lose £3000.
They are willing to refund the extended warranty of £310 that hasn't started yet.
They will refund properly rata for the paint protection product that cost £399.
How do I negotiate moving forward. I have been keen to get this all sorted from the start but it goes months with nothing moving forward, in the meantime I have to use the car for work.
What would you suggest would be a reasonable pence per mile for a right to reject, bearing in mind they are employing delay tactics at every chance. It has been 3 months since they said they would replace the car but they have not contacted me once. It is coming up to a year now and I have done 6000 miles as I have to use the car to get to work.
I would appreciate any help you could give me
I purchased a car from Lookers Ford that was 1 year old which had done 5000 miles. This was September 2023. I paid £17,800 for the car.
After 3 days large oval scratches appeared down the drivers side door, rear passenger door and some on the rear quarter panel. As the car got more dusty these became more apparent. I contacted Lookers after a week to say that the car looked a mess. After 6 weeks of badgering them I finally took the car to Lookers Ford at Sheffield ( which is nearer to where I live), they buffed out the scratches on the door. I wasn't given any paperwork or explanation as to what these scratches were. As time passed they started to faintly appear again. In April 2024 when I was cleaning the car I noticed rust along the bottom of the drivers door, I took photographs and contacted Lookers straight away via email and sent them the photographs. I asked what they thought could have caused the rust. I was told, they didn't know, I should Google a bodywork repair shop near me and take it there so I did. I was informed that the car had been re-sprayed on that drivers door and the back passenger door and the paint was a slightly different silver. They wouldn't repair the rust, said it would just come back, the car needed a replacement driver's door to be able to guarantee their work. They said that where I purchased the car should sort this out for me but Lookers weren't interested. I tried to get the car booked in at Lookers for them to inspect it, to this day they haven't seen the car since I purchased it. I tried to book it in at Sheffield for an inspection but the Manager at Leeds said we had to deal direct with them. They offered a part exchange for an extra £2000 from me.
I contacted Ford customer relations who negotiated a little and in May 2024 Lookers at Leeds offered to exchange the car. However, they offered me a car that was a lower spec than mine but again wanted £2000. I said no.
I had the car assessed independently and was told that it had had a suboptimal repair that hadn't been sealed properly and that had caused the rust. I have taken it to 5 different places, 2 of which were other Ford dealers, and within a split second of seeing the car they all spotted it had been resprayed. Lookers continue to say that because they did an HPI on this car that as far as they are concerned it was fine. They have even gone so far as to suggest that I should have noticed this repair but say that their trained staff didn't notice it.
After sending them a template letter from Citizens Advice I have just received a response. They don't accept that the car is not as described - even though the repair this car had voided the warranty. I bought a car with what I thought had a full warranty and was sold it as such. I also paid for a paint protection product that protects paintwork.This shouldn't have been applied on this car as it already had effective paint. They have said it is of a reasonable quality. I disagree, I would not expect to pay £17,900 to have a 2 year old car that goes rusty after owning it just 8 months. I have said it isn't of a standard I would expect from. Ford dealer.
They have offered a full repair - I would still have a car with a voided warranty.
They have offered a replacement but 3 months down the line from this being offered in May, they haven't provided me with one. They did say that they don't get cars from other Lookers branches anymore so I would have to wait on a car being traded into them. Since my letter where I pointed out that their website says they have thousands of cars nationally, they have said they can get one from another branch now.
They have offered a right to reject but with a reduction of 50p per mile so I would lose £3000.
They are willing to refund the extended warranty of £310 that hasn't started yet.
They will refund properly rata for the paint protection product that cost £399.
How do I negotiate moving forward. I have been keen to get this all sorted from the start but it goes months with nothing moving forward, in the meantime I have to use the car for work.
What would you suggest would be a reasonable pence per mile for a right to reject, bearing in mind they are employing delay tactics at every chance. It has been 3 months since they said they would replace the car but they have not contacted me once. It is coming up to a year now and I have done 6000 miles as I have to use the car to get to work.
I would appreciate any help you could give me
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