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Posted (edited)

 

I will start from the beginning.

 

I had a Renault Clio Motability Car for 8 months, I got permission from Motability to cancel because of worsening health and needing a car that was bigger and higher up so I wasn’t climbing out of it.

Then……..

 

I’ve just got a Renault Captur Iconic.

 

I’m very unhappy with the service I have had, even though the car is ok, I did not get the car that was 100% suitable for me and should have had because firstly at first they were not honest with me and didn’t tell me that they had a Renault Captur GT Line in stock at Renault Aldershot SMC even though they supposedly checked on their system.

 

On Monday 1st April 2019, I ordered a Renault Captur Iconic at My local Renault SMC, it was apparently a car that had already been cancelled and was on the forecourt, I ordered it because they informed me that they did not have a GT Line Captur in stock which is the one that met my requirements and the one I wanted.

However, they were not honest with me and I found out that the other local Renault SMC had one in stock at their branch in the showroom which I could have.

 

So on Thursday 4th April, I went to the other local Renault and I viewed and sat in the Captur GT Line and made sure it was suitable.

Me and Renault agreed I would have it, Even though I already had a Iconic Renault Captur on order from the other local Renault branch, they were happy to change this, so it was all agreed for me to have the Renault GT Line model.

 

This met my requirements because of the height of the seats and the heated seats which would be beneficial for my pain issues.

So it was all agreed but then suddenly when I got home Renault wanted to charge me £215 on top of the £595 advance payment of the car because it had a dashcam installed, I have the emails to prove this also.

 

I spoke to someone from Motability on Friday 5th April regarding this and was told by Motability that if I wanted the car without the dashcam then I could do that and Renault would have to take it off.

 

However, Renault refused and I couldn’t have the car I wanted and which was more suitable and I had to have the Iconic Renault Captur which I really didn’t want. I felt pressured into having it because they wouldn’t let me have the other one unless I paid £215 for the dashcam, making it over £830 in total with the advance payment on top of the dashcam fee.

 

The GT Line version was more suitable for me and that is what I wanted and what me and Renault agreed I was going to have.

 

Then I felt I couldn’t back out for the order of the Iconic Renault Captur so I picked it up on Monday, however the other one is what was more suitable, I definitely felt pressured because of how Renault handled it all.

 

I’m really not happy with this because I haven’t got the model I wanted to have and not only felt pressured but Renault made it extremely hard for me and went against what I was told by Motability.

 

It’s been a stressful experience and after having the opportunity to change my car I’m disappointed that I haven’t got the car that met all of my requirements.

 

As I say I have all emails confirming I wanted the GT Line version and it was all agreed and all emails from both local Renault dealers stating they would go ahead and arrange for me to collect the Renault Captur GT Line model.

 

Plus the emails stating they would charge me £215 for the dashcam and also then refusing to remove the dashcam therefore leaving me with no choice but to have the other car and going against what I was told by Motability.

 

I have several emails that will show all of what I have said.

 

I will also add that I wasn’t given the chance to inspect the car when I collected it and just had to enter the PIN and it had 12 miles on the clock.

 

There were 12 miles on the clock when I picked it up and the colour definitely isn’t Desert Orange unless I need to go to Specsavers?

 

It was all agreed for me to have the GT Line Captur in Red/Black and even Motability said Renault would have to remove the dashcam if I didn’t want it but Renault refused and I felt pressured into having this car instead, I know I ordered the Iconic first but that was because

Renault were not honest with me and stated they didn’t have any in stock and they only had this.

 

Motability have fobbed me off saying it’s my responsibility even if I did feel pressured but they will refer to the Customer Relations team if I want them to which I will ask them to do so.

 

On 4th April Renault agreed for me to have the GT Line and said they would cancel the order for the Captur Iconic, I have that in writing.

But Renault didn’t cancel it, they started playing hardball regarding paying for the dashcam in the GT Line Captur and I ended up having to have the Iconic lower model without things like the heated seats which I wanted and needed.

 

Renault also failed to offer or provide a test drive in either car.

 

Do I have a case?

 

I have requested that Motability escalate it, if I’m not satisfied with the response then I can go to the Ombudsman.

 

Edited by thecookiemonster

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Hi

What you need to bear in mind is that your agreement/lease agreement of the vehicle is with Motability.

 

Have you checked Motability Website to see if that model with dash cam is listed? (take a screenshot)

Was it specifically Renault's Motability Adviser you dealt with for the vehicle and change of vehicle at
a Motability accredited Dealership/Franchisee? 

 

Did you inform Motability of the Vehicle Change and it was accepted by Motability? (if so did they inform
you of a possible excess charge and do you have it in writing?)

 

What does the documents/agreement you signed say about the vehicle change and any excess etc? (or has
this been done electronically to Motability? (did you digitally sign i.e. using a eletronic pencil & pad)


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I advise to the best of my ability, but I am not a qualified professional, benefits lawyer nor Welfare Rights Adviser.

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