He's not thankfully, just unlikely that its come in the last few days. I did think that, though it seemed from what he said that it was one of their clauses for refund... i.e. - you can have your money back and we'll collect the car but you can't talk about it to anyone, need to pay us £250 until the car is returned (god knows what for) and not drive the car or we'll charge you £100 per mile (the car hasn't moved since returning from the garage), oh and I think there was a confidentiality piece too. Absolute jokers, verging on an NDA. Clearly they have people scouring sites like this and other social media so have had to up their game to shut people down. Shocking

Sorry, the snippet was sent to me this morning by my husband as the correspondence between us and BMW has been with him as he is the named owner. I don't have access to his emails and his currently over the atlantic on his way back from business. No response has been sent to BMW, although he mentioned they are chasing his response. I should be able to post the version tomorrow

Bit of an update. BMW have been in contact and agreed on the rejection but figure does not appear to include the part x figure of our car, so will be chasing that up and rejecting their figure as we are now left with no car. Their agreement to rejection however hinges on a number of things such as removal of derogatory comments regarding them, the car and the situation on any social media, the agreement not pursue any other claims post refund and a few other crappy bits like wanting us to pay 250 now which they then refund - I wont paying a penny more. Obviously, I've not been in contact with my bank regarding the charge back and wont until money from BMW is in my account (with the part x money).

Spoke to the bank today and seems they only contacted BMW on the 14th Feb even though I raised the charge back on the 06 Feb. I asked why this took so long, and was told the process of investigation has to take place before they contact the merchant. BMW haven't responded to them yet and I was told by the bank that I need to pursue getting a resolution with BMW alongside the chargeback (which takes minimum 6-8 weeks) and which may not necessarily result in resolution in my favour. I stated the ombudsman and was given spiel about did we do checks on the merchant before purchasing from them as 'I can't just rely on the bank to recoup my funds'. Bank have said that earliest I would find out if the chargeback case is resolved would be mid March. Does the delay with the chargeback process being over the 30 days impact my rejection of the car and request of a full refund? call was recorded and I'm keeping the log of everything still

Just chased my bank and they said they are still investigating and waiting on a response from BMW. Couldn't tell me anymore than that.

Just to update, we’ve not responded to BMW since their email on 06 Feb. Not heard anything from my bank on the charge back either, so hoping no news is good news

I hear you and grateful for your response. The car is still on my driveway...presumably they'll be in contact to retrieve it if I'm successful with the chargeback

Sorry, clearly I'm not understanding well and not questioning the solid advice given. So we just ignore BMW's email and not respond now as I've started the chargeback? If they try to call us, do we just refer them to our letter of rejection? Thank you to all site admins. Really do appreciate the advice given.

Can BMW and my bank not class this as dismissing efforts to resolve the matter? Do I not need to remind BMW by way of reply that we are rejecting the car and seeking a full refund? Sorry to be a pain but I do not want our non-response to their email to be taken as our hindering of resolution.

Chargeback has been filed this afternoon. Should I now respond to BMW reiterating the status of the car and reminding them of my request for a refund? That way there is paper trail and also evidence that I have been responsive to their efforts to resolve the situation?

Even though BMW have not explicitly stated they won't refund? What should I respond to BMW... should it be along the lines of "as stated previously in my email and our letter, our garage has said the car should not be driven and damage is too extensive for repair. As such I am exercising my right to a refund under the Consumer Rights act 2015 and await details from you on the process for receiving payment' ?

Newest update.... BMW received our email, which had included a copy of the written request for a refund. Surprise surprise, they want to fix the car. No mention of a refund. Clearly they have not read the letter properly or the accompanying garage report saying that the car should not be driven. Any advice on my next steps? Here is the response to our letter requesting our refund under the Consumer Rights Act 2015. Many thanks

I did think of that but annoyingly the lady wanted dates and details of phone call refusal or written, so I was a bit stumped. Once we get that phone call from BMW I'll get back on to the bank. Thank you!

Bit of an update for anyone who is interested. Today I sent the letter, along with the garage report, full diagnostic report and copy of the previous MOTs. I also included the invoice for the full inspection we had on the car so they can see it went in on 31/01/2024. I've sent a copy to the BMW complaints address and their registered office address - both sent recorded and signed for. Letter has been scanned in and I'll now be sending that via email to their complaints email, along with referencing the call my husband made to the complaints line yesterday. The V5 arrived today so will make copies of that and the keys as advised and will take pics of the car to post on here. I have photos from the garage but there are around 34 and without an explanation for each it would be hard include in what I already sent. Also think the garage have had enough as I spent 1.5 hours yesterday while the mechanic typed out the report in lament terms of what the defects in the diagnostic meant. We are meant to hear from BMW within 48 hours of the call my husband made yesterday. I guess its just a waiting game now. Thank you for all your advice and guidance

Noted on the kindness...have removed that. Otherwise am I missing anything that needs to be added or included in the envelope aside from our garage report, photos of damage, copy of past MOTs listing previous fail and advisories (our garage report also talks to the fact of timing between MOTs when its likely it was off-road). Many thanks for your help. I intend to post recorded and signed for to both the head office and the office for complaints, as well as by email to the complaints department. Is that enough?