Thanks DX. Yes! Dealer told me by LAW (word used when I called them) they have a chance to first re-inspect the car and the repair if required. Just wish now I didn't listen to close brothers about them dealing with things. Everything was reported within 30 days of signing contracts and collecting car this also included raising the complaint with close brothers. I will look into DD guarantee. I will write to close brothers from now as I am not getting anywhere by phone or email. Thanks again for you're advice.

I Purchased a car from Williams Group Maidstone Ltd using Close Brothers Motor Finance on the 9th of July 2022. The dealership did not allow buyers to test drive the cars prior to purchase. Prior to going ahead with the car, I ask the dealership to confirm if there were any issues with the cars. I was told the car has gone through a 52-point check and that no issues were found. if any issues were to be found during the preparation stage for sale, all issues would be rectified. On collecting the car, I notice some strange noises and notified the dealership while still on their site. I was told by the dealership not to worry as the car has been thoroughly checked and that I shouldn't have any issues as, I have a 30-day return car warranty, I had also taken out an extended warranty. before departing I told the dealership that I would be taking the car to the garage to make sure there were no issues as I noticed some strange noises on starting the car. I was again told there are no issues and that they had no concerns with me taking the car to a garage to inspect for issues. Driving the car back home I noticed a lot of knocking coming from the front of the car. I booked the car in for an inspection with a 3rd party garage on the 23rd of July, this was the earliest appointment I could get. The reason why I booked the car in with this specific garage was that the garage specialises in the make and model of the car. The garage completed a full inspection and also gave me a visual breakdown of the major issues found. One of the major issues found during the inspection was the car was heavily corroded underneath. I was informed that someone has tried to cover the corrosion by using a heavy black under seal. The underseal was poorly applied covering every component under the car including brake hose pipes, suspension, and suspension springs. The garage provided me with an estimate for repairs equalling £4000+. I sent an inspection report to the dealership (sent to the salesperson on the night of the 23rd of July) and received an automatic response notifying me that the salesperson was away on leave. I called Williams Group Maidstone Ltd on the 24th of July and was told someone would come back to me. No one came back to me. I called Williams Group Maidstone Ltd on the 25th of July due to no return call, again I was told someone would come back to me, No one did. I called close brothers on the 25th of July to ask about the process of rejecting a car. I was told just to call back in if I need to make a complaint against the dealership but, to try and work things out with the dealership first. I called Williams Group Maidstone Ltd again on the 26th of July and spoke with someone by the name of Chris. Chris instructed me to send an email to Stuart Lan. I was told Stuart was Jaz's line manager and works at a parent company called premium car buying service. I sent an email to the sales person on the 26th of July with Stuart CC'd on the email. I received a reply from the salesperson Jaz (with Stuart no longer CC'd in) stating that he is away on annual leave and so is his line manager until the 5th of August. I responded to Jaz's email on the 26th of July and made it clear I am not prepared to wait until the 5th of August to get some kind of response. I also informed him that would be contacting close brothers informing them that I was rejecting the car. I received a call from Stuart Lan on 27th of July stating that the dealership has the right for the car to be re-inspected by their in-house mechanics. I made it clear that I am rejecting the car due to the number of issues never being disclosed before sale. Stuart informed me about a made-up version of my “consumer's rights” and that, legally the dealership has one attempt to make things right. I was told I needed to bring the car back to the dealership and leave it with them for a few days so that the car can be inspected by their in-house mechanics. I was told their mechanics would cross-examine the findings of the 3rd party garage and attempt a repair. I told Stuart that in no way did I feel confident with their in-house mechanics inspecting the car which they had already inspected. The car required £4000+ repairs. I raised a complaint with close brothers on the 28th of July. I was told someone from the complaints department would come back to me by Monday 1st of August. No one contacted me. I called Close Brothers support again on the 1st of August, I was told my case was with my complaint’s handler and that, the complaints handler would come back to me by the end of the day. I did not receive any call back from the complaint’s handler. I called close brothers on the 3rd of August and was put through to my complaint’s handler I explained my situation and what I wanted to do. The Complaint’s handler ran me through the process and informed that, I have raised the complaint within 30 days of purchase and that I have solid grounds for the car to be rejected. complaint’s handler informed me of the following before closing the call. - Do not drive the car - Send through quotes of work showing proof of the issues - Send a picture showing Date written on a piece of paper next to the mileage shown on the car's odometer. - Car payments would stop after the first payment has been made. Due to me no longer being able to drive the car. complaint’s handler sent through a follow-up email from our telephone conversation to which I responded by sending through all the requested information. I sent complaint’s handler an email on the 8th of August trying to get an update, I received no reply. From this point on until now, I have called the complaints department possibly over 100 times, I have never received a call back although I have been promised one each and every time when I am able to get a hold of the complaints handler. Close Brothers are still taking payments for a car I have been instructed not to drive. I have recently found out that no one has contacted the dealership until the 3rd week of August, this is nearly a month after the case was raised. I spoke to the complaint’s handler on the 24th of August and 26th of August to ask about having the re-payments placed on hold. I informed the complaints handler that I had to get another car on fiancé at a lower value as, I am required to drive for work. The complaints handler told me he would look into it and get something sorted out. I informed the handler that I already spoke with a team that handles payments within close brothers. The person I spoke with was unable to help as my case was with complaints department and that, only complaints can make the decision to place payments on hold. The complaints handlers informed me my next payment was two weeks away (Due 9th Sept) and so they can look into getting the next payment paused. I was also told that the car would being going to Auction due to no response from the dealer. I called close brothers complaints department on the 2nd of September, I was told by the complaint handler that he will be refunding me my first payment of £399.31 to cover the next payment as, he is unable to stop the next upcoming payment. The complaint handler told me that he was going to put the payment through as a fast payment and that I should expect the payment within 24hr. I called close brothers complaints department on the 5th of September where I spoke to someone by the name of Helen. the complaint handler was unavailable. Helen provided me with an update by reading through the complaint handlers' notes. The handler did have notes that he spoke with me on the 2nd of September and, that he would get a faster payment made. There was nothing in his notes to confirm he did request the faster payment. Helen informed me a faster payment tends to take up to 48hrs and that it would most likely be with me by the 6th of September. I tried calling the close brothers complaints department on the 7th of September as I no payment was returned to me. The person I spoke with informed me that the complaints handler was busy, but he would call me back. I did not get a call back. I tried calling the close brothers complaints department on 8th of September, a number of times though out the day. My call was never picked up. I followed the close brothers’ complaints procedures and called 020 7655 3100. I informed the person I spoke to on the phone of my issues and that, a payment was due to be taken on the 9th of September which I could not afford. The person tried to transfer me to the complaint’s handler, but they were unable to get through. The person then sent an email to the complaints handler and CC’d in the complaint handler’s line manager as this matter was urgent. I did not receive a call back. I called the close brothers complaints department on the 9th of September and spoke with the complaint’s handler. I Informed him no return payment has been received. The handler told me he would put a faster payment through to return the most recent payment taken and the original payments I was suppose to received on or around the 6th of September. I was told to expect the payments within 24hrs. I ask the complaints handler to put this in an email as I had no confidence in his words. The following email was received from complaint’s handler “Good Morning Mr A per our telephone conversation I am attempting to contact the dealer in the case today for an update on the rejection of the vehicle. I sent an email to the dealer and our account manager last Friday for an update and I have not heard back. So, I will give them 1 more opportunity to respond before we look at alternative actions. 2 payments of £399.31 have been taken from you during the time the complaint has been ongoing, and you were advised not to drive the vehicle. I will therefore request a fast payment for refund of these payments back to you to help cover alternative transport costs. I will update you again soon after I have spoken to the dealer.” Since my last email, I have followed up with two further emails and called several times now with the phone being picked and put back down on me. The close brother’s customer service team can not do anything as the case is with the complaint handler. No one else can help as the case is with the complaint’s handler. I was told by a customer service rep due to the problem now being over 8 weeks, that I should refer the case to the financial ombudsman. I have already done this and have been advised by financial ombudsman rep that my case won’t be picked up until next year Jan/Feb 2023. The Rep said the only thing they could advise at this point was to call the close brothers complaints department every day. Close brothers Rep gave me a group email box for the motor finance team. I sent an email and not had a response back. The close brothers team that deals with financial difficult and payment plans can not help as, the case is with the complaints team. I have now come to a point of think about requesting Close brothers to take off the interest and I will keep the car and sell it on myself. I not sure if this is a wise idea. I am stuck on what I can do, the car has been sitting since July 23rd, I can’t wait until Jan/Feb 2023 until financial ombudsman pick up the case. I am still upholding payments to close brothers which is causing me major financial difficulty. I can’t cancel the payments as I can’t afford for any marks against my credit report. Any advice at all would be appreciated.