UK Car Group/Billing Finance HP - New car with issues

[stuggling]

Quick update,

car was taken yesterday but no one was at the dealership to take car.  I had to call the dealership and he said yeah they'd gone home in the morning, it ended up Staying at the recovery firms place all night,

this morning they called about 8.30 and again at 9.30 as I was working, dealership was not open and the recovery people wanted to know what i could do! I explained its down to zuto but they gave my details to them to contact me! In the end they said car will left there for dealer so no idea if was left on main road unlocked!! 

Yesterday, on phone to dealer he said why can't you drive it, I said the issues and that's why he is fixing it, to get, no, we're not we just inspecting it!! 

We were told by zuto its being repaired!! and I was assured we would have car back fixed by next week by zuto!! 

Now I'm told they don't know when!! was also told today not to contact the dealer but only zuto by the finance company, great but zuto don't answer their phone and when they do they leave me on hold for 40 mins then hang up every time!! 

We are now losing money as I'm having to pay for a taxi to work due to my hours, no public transport in area, but we are still paying insurance etc on the car and now we have no idea when we are getting it back!!

No one has responded to our emails asking If the dealer has the car and to give us a rough date to get the car back once repaired.

[dx100uk]

so the finance co arranged this collection/whatever? and going forward? so to me they are your target it's their car ...

[stuggling]

Billing finance got zuto to arrange collection of car, we tried to contact Billing but no answer to phones, when we do call there is no direct line to the complaints team so it's a long winded process to get through. Same as zuto but I had the recovery people constantly calling me as they only had my details.

 

 

[stuggling]

Finance company are now saying the dealer says that there is no issues with car, so they asked for a report last Wednesday, and still waiting for it and that the dealer is not responding to them at all, my concern now is the dealer has gone and the car is too.

I've asked for a deadline on getting it all sorted as we are losing money, they will not give one! How long do we let this continue, they took the car last Tuesday and we have to contact them for updates. 

 

 

[BankFodder]

Do I understand that you have never had an independent report carried out on this car?

Your posts are rather abbreviated and it is difficult to follow – but I understand that you don't have the car any more and then he is with the dealer who sold it to you. Is this correct?

Can you remind us – is this a hire purchase agreement?

Have you got a definitive list of the faults? If so please can you list them here in a bullet pointed fashion

[stuggling]

Vauxhall did the report and we got an email saying the dealer will repair it.

 

Car with dealer, its  on Hire purchase 

 

List of faults 

.DPF needs replacing as it's burning and fault line 

. Air con unit needs to be re gased to see if fixes fault if not will need replacing 

.offside rear coil spring has snapped

.Oil over by 1cm potentially caused by dpf 

.turbo over boost 

 

 

 

 

[stuggling]

Billing called us and have said that the dealer is doing an inspection at local garage,  I then said I was told that it had been done last Wednesday, its been over a week!

They said that they have to allow then to do this inspection,  I again reminded them the dealer did the inspection and said there was no issues, which we are disputing as you assured us the repairs would be done we have this as an email stating the "good news the dealer have said they will repair the car"  , they are now going back on this. 

 

We have been told another inspection by the dealers garage and by Billing they will not give a time frame no matter how many times we ask, I've asked for financial assistance on this as we paying for the car still, insurance and tax. 

Due to were we live I now have to pay for one of my kids to get to school (he has a physical disability , so he can not walk a distance) 

They have offered nothing but yet a change of date for the monthly payment.

[stuggling]

So still no car, they had there independent company do check and are saying the issues were not present at time of sale so it's our problem. 

 

They say we drive it short journeys so it's our fault, I have an email saying they will repair it and now they won't 

[BankFodder]

I know this is going to be a nuisance – but this thread has become so fragmented I've lost track.

It will be most helpful if you would start a new thread.

Use a bullet pointed chronology.

On XXX date – purchased vehicle model/type/price – from XXX company who are located XXX miles away from you.
You purchased the car online – or you went to see it and purchased it on site
used finance from XXX finance company and it was a hire purchase
it had a new MOT – or it didn't – I'm not sure which it is – I've lost track
XXX date the car started demonstrate certain defects – itemise the defects.

Reported this to the garage on XXX date – and they said blah blah blah

reported it to the finance company on XXX date – and they said blah blah blah

Inspections which have been carried out

One
two
three
where is the car now?

You get the picture.

Let's have a bullet pointed summary of the situation from beginning to now. We've been here a long time – you know what we want – all in one go.

I'm going to close this thread. Let's start another one clean and let's get a move on.

As a summary, you are entitled have a car in satisfactory condition and remain that way for a reasonable period of time. It doesn't matter whether the faults where there when you bought the car or whether they developed later as long as they were not created by some misuse or abuse of the items.
If they simply materialised then they were probably latent faults.

Start a new thread and keep the narrative down to a bare minimum please.

[stuggling]

On 10/04/2023 date – purchased vehicle Vaxhall Cascada 7390  – from UK motor group company who are located  30 miles away from you, through Zuto with Billing Finance 
You purchased the car online 
used finance from Billing finance company and it was a hire purchase
it had a new MOT (after we got it home and was told it did we a few days later, we found it did not so had to drive back to get sorted) 
15/04/2023  date the car started demonstrate certain defects 

• Electric Handbrake does not work 
• Clutch feels as its slipping 
• Air con not working 
• Handbrake feels lose 
• DPF issues 
• Air-con not working 
• spring coil off side rear snapped 

Reported this to the garage on 15/04 (only at MOT station, presumed was repaired as nothing was mentioned)   

 

No contact with garage after that as Zuto and Billing asked us not to

reported it to the finance company on 25/05/2023 date 

Aksed why not reported earlier and asked for evidence that we reported at time of MOT

They asked for inspection we paid for (£110) 

got email to say they would repair 

then on a call the garage said no only looking at it, 

was then told not to contact garage again, (we only did as they were not open when car was being dropped of so was left on main road unlocked) 

they have had the car for 4 weeks now 

Inspections which have been carried out

One  with Vauxhall 
two   with garage 
three with IVIS (finance company one)
where is the car now? 

at garage they will not give exact location when ask

 

• faults from IVIS say was not there at time of MOT as it passed, and that we have caused them due to driving a short distance in it (not the case, was used on motorway daily till started to overheat and was then left on driveway)  and they say car sold at 43500 miles we purchased at 44.500 miles (shows on MOT cert and finance Doc)
• now refusing to fix repairs and saying will only put so much towards it 
• Air con could have a leak or need re-gassing but are unsure 
• DPF may need replacing or cleaning 
• no answer to a time frame to car being fixed or handed back to use 
• had to cancel an holiday (lost £198) , had to pay taxis for disabled child to get to and from school (15 per day), rearrange medical appoiment for child due to no car, had to pay my mum and dad £200 to be put on my mums car insurance (that is from this week)  
• had no refunds for what we have had to pay out. 

I have the reports from IVIS i just need to edit etc them to upload. They claim vehicle was ok at point of sale but they did not do the inspection at point of sale

 

[BankFodder]

Have you identified the garage? If you have I may have missed it.

Who did the MOT? What date?

It's not clear how many miles you have done on it since you bought it.

It's not clear whether you have had your own independent inspection done.

Also, you have apparently been told not to contact the garage which sold you the car – is this correct? Why are you are obeying them?

 

[stuggling]

Sorry garage was uk.motor group, mot date is 13/04/2023 the motor group sent car to for mot was GOLBORNE MOT LTD

Mileage was 44,360 when purchased it's now 47091, 

Garage don't respond to us anyhow they just said on phone when taking cat oh it's how you drive it. 

 

We had vauxhall do inspection we went to get RAC but they sent email to say dealer has agreed to repair it. 

 

[BankFodder]

Sorry I don't understand this:

3 minutes ago, stuggling said:

Garage don't respond to us anyhow they just said on phone when taking cat oh it's how you drive it. 

 

Also I don't understand this:

5 minutes ago, stuggling said:

We had vauxhall do inspection we went to get RAC but they sent email to say dealer has agreed to repair it. 

I'm trying to cut to the chase on this and not go back into the fragmented style of discussion before.

It will be helpful if you could respond in complete structured and clear sentences. You could try, for instance, using definite articles such as "the" and indefinite articles such as "a" and "an" – and that might be a good start.

Rather in the way that I'm communicating with you so that you understand what I am saying.

[stuggling]

Sorry was on phone doing the messages.

Billing asked us not not to contact them as they have nothing to do with the car anymore, they asked we just contact them and Zuto. 

 

We did the inspection with an Vauxhall dealership, we were going to do RAC but Billing contacted us and said the garage would repair the car so we was unable to do the RAC as planned. 

 

 

 

 

[BankFodder]

So you haven't had an independent inspection – even though we asked you to do it?

What is the inspection you had with the Vauxhall dealership? Was that independent?

And I understand that you don't even have possession of the car – the dealership has it and they won't tell you where it is and you have been told not to contact them anyway by the finance company. Is this correct?

How long have you not had the car?

How many weeks/months have you not been able to use it?

[stuggling]

 

Vauxhall was our independent one for us as Billing had asked us to get evidence that the repairs needed doing. We had RAC booked after you guys had suggested (due to funds it was a week later and Billing were aware of this)  but we then got an email of Billing and they said they would repair it. 

We have tried to contact the dealer to find out were the car is but they just keep saying deal with the finance company and hang up.

We stopped using the car on July25th after vauxhall had looked at it.

We have had it since April, so 5 months now. 

reports.pdf

[BankFodder]

Okay, I'm going to ask you lots more questions so don't be disparaged. I'm still trying to understand the complete picture.

However I can tell you that if you want to get this sorted out then you will need to issue a claim against the finance company because they are responsible under the hire purchase agreement. We may well issue the claim also against the dealers as second defendants.

All this business about the faults needing to be there at the time of sale is a load of rubbish.

This requirement only exists if you are trying to exercise your rights under the 30 day rule and the six-month rules contained in the recent consumer rights act 2015.

At the end of the day, you are entitled to purchase a car for £7000 which is of satisfactory quality and remains that way for a reasonable period of time.

This clearly hasn't happened. The dealer and the finance company are in breach.

One sad thing here is that you appear to have ceded control to them. They are bossing you around and leading you by the nose and you seem to follow. We have to stop this. You need a change of mindset.

So what I understand is that on 10 April you purchased a vehicle. You haven't said in this then how much you paid for it – but I have an impression it was about £7000. Why on earth you haven't told us the price in this thread I have no idea. This is such basic information.
It was sold with a new MOT – but it turned out that it didn't have a new MOT and you had to go back and get one a few days after the purchase.
Five days after the date of purchase the car started to manifest problems. Despite this you did nothing about asserting your rights under the consumer rights act because you could have returned the car for a refund at that point.
For some reason rather the finance company instructed you not contact the dealer – and you obeyed!
You reported the defects to the finance company on 25 May – so over a month after purchase.
The finance company ask you why you didn't report it earlier – totally irrelevant and outrageous for them to ask this.
They then required you to carry out an inspection at your own expense – and you went along with it and paid £110! What date was this? Where is the report? Who did the report?
Then you received an email – from who?
The garage said that they would repair the defects – and then change their mind and said they were simply having a look at it. What date?
The garage has now been in possession of the car for four weeks. So what happens to the car between 25 May and/?
Have you been driving it? What might have you done in total? How many days/weeks have you had the use of the vehicle?
The car has been subject to various inspections but so far as I can tell, it may only be the Vauxhall inspection which is independent – if at all. Where is the report?

I know that you have this that some defects above but I don't understand them all. What is DFS, for example.

Please list up the defects again bullet pointed.

Separately, this stop additional expenses to which you been put such as cancel holiday et cetera.

I'm trying to eventually get this in a structured way that not only will I understand that a court will understand. A court isn't going understand all this garble so we need to get it sorted out.

Finally, are you prepared to take a legal action on this? It will be a small claim. I'm not sure how much it would cost. The claim – may be about 250 or 300 quid. If it goes to hearing then it could cost an additional 300 quid. You have to check the County Court website for court fees.

Once you win – as you surely will – you will get this money back.

Hopefully, once they realise that you mean business and they have received the court papers, they will start to take you seriously but so far they have formed the impression that they can give you the runaround and that you are a pushover.

We need to change this.

If the car is completely fixed – do you want to keep it?

Don't forget, that if you decide that you don't want the car, you will then be left with the problem of getting another car with all the hassle that that entails.

If we can get this car completely fixed and MOT independently and inspected independently, it might be your best bet.

I'd like you to look at all of this very carefully. I'd like you to react to the post I make quickly because it's gone far too long.

I'm trying to help you regain control of this problem because frankly the story is ridiculous and I'm not too sure why it has been allowed to go on so long – especially dealing with the company which now won't even give you access to your own vehicle.



 

[dx100uk]

2 hours ago, BankFodder said:

All this business about the faults needing to be there at the time of sale is a load of rubbish.

This requirement only exists if you are trying to exercise your rights under the 30 day rule and the six-month rules contained in the recent consumer rights act 2015.

so so so many people do not understand this very important point.

 

[stuggling]

sorry alot going on at moment. 

 

Price of car was £7390 

You reported the defects to the finance company on 25 May – so over a month after purchase. - This was because the Faults did not effect the car till this date when the warning light came up on the car. 

They then required you to carry out an inspection at your own expense – and you went along with it and paid £110! This was orginaly booked on 12th June but this got cancelled by the garage we was using at the time and we had to book with Vauxhall but could not be seen till end of July, When we told this to Billing Finance, they said they would wait for this report, in the mean time the car, was not used as often due to the heat the came from the car, so was left up the driveway in the time. 

Then you received an email – Billing sent an email saying The supplying garage have now responded and agree to complete repairs 

The garage said that they would repair the defects – and then change their mind and said they were simply having a look at it. this happened on 22nd August the day after taking the car. 

The garage has now been in possession of the car for four weeks. So what happens to the car between 25 May - Car has been used but when the DPF light came on we stopped using it as the heat from this was a concern and the burning smell. When we found out that the coil had broke, we stopped using all together from July 25th (I understand we should not have used it, but due to medical appointments we had to) 

Have you been driving it, yes from date of purchase till May 25th and then only on occasion when an appointment was on,   What might have you done in total Mileage we have done - 2640- this is due to motorways for work,   How many days/weeks have you had the use of the vehicle we have used it from 10th April till may 25th 5 days a week and then from May 25th only on appointment days. 

The car has been subject to various inspections but so far as I can tell, it may only be the Vauxhall inspection which is independent – if at all. Where is the report? I will upload this, Billing have done there own with IVIS the supplying garage have not supplied there report and have refused to so Billing paid for IVIS. 

I know that you have this that some defects above but I don't understand them all. What is DFS, for example.

• DPF this is the Diesel particular Filter  causing the car to overheat, and  then can smell burning 
• Air con unit does not work 
• Rear-off side coil is broke 
•  a sensor needs replacing due to the DPF issues causing the Stop/start system not to work. 
• I feel the handbrake and Clutch are lose. 

I'm happy to take further, I feel there will be more issues so no longer want the car, if we could get some money back from the what we have paid and what we have lost due to not have car for appointments etc, we can buy a cheap run round car to do us, i no longer want finance.

 

in regards to what we have lost 

• Holiday £198
• Having to be insured on another car not belonging to us £150 (this has only just happened on 18/09/2023 due to alot of medical appointments coming up for a child) 
• public transport £107.60

I will upload documents on my break. 

 

 

[BankFodder]

Thanks for this.

I'm afraid that the way that you respond to my questions doesn't clarify things as much as they could.

It would be more helpful in future if you would simply not repeat my questions – but simply give the answers. Especially as you don't introduce paragraph returns anything to separate my questions from the answers.

You really haven't told me how many days you have used the car have bought it. We need to know this please. If and when this goes to court you will need to have these figures.
I would simply like a number – but you probably need to produce a detailed log so you will need to go back over your appointments et cetera.

You say that you booked an inspection but this was cancelled by the garage you were using. Why? Why did they cancel it?

 

• You bought the car for £7390 10th of April.
• It manifested faults. But you don't say when they started.
• It was sold with a new MOT but in fact didn't have one and you had to go back for it. What expenses were involved in that?
• You eventually decided to report the defects to the finance company on 25 May. Do you have evidence of this?
• Finance company required you to carry out an inspection at your own expense – £110. You have evidence that they required this?
• The inspection was booked for June and then was cancelled by the garage – but you don't say why. Why aren't you filling in these little details?
• You booked a second inspection with Vauxhall which apparently was not scheduled until end of July. We don't have a copy of that report – why not?
• Then suddenly you get an email that the garage is prepared to carry out the repairs – but you don't say when this email was sent to you. Why not? Have you still got the email?
• Also, how come the garage is suddenly prepared to carry out repairs? Have they seen the report? What's it all about? Why haven't you explained?
• Then suddenly the garage – which I presume is the dealer garage – take the car at the end of August – presumably for repairs and then suddenly contact you and say that they have changed their mind and they're not going to carry out repairs they are simply going to carry out another inspection. Do you have written evidence of this?
• The garage has been in possession of the car since 22 August and is refusing to return it to you and apparently won't even tell you where it is. You have written evidence of this?
• Apparently the garage has carried out an inspection and there is a report – but they have refused to disclose it to you. You have written evidence of this?

You probably think that the way questioning you is difficult and probably unpleasant. We have to get to the bottom of this. Please imagine that you are telling the story to some friends of yours in a pub.
If you gave them the story as you have given it to us, your friends would walk out the part and not knowing anything or only understanding a little bit.
We need the whole story. I need to know all the little details.

We can help you. You have been very badly treated by the garage and by the finance company and we will deal with them and get your money back and your expenses as long as you are prepared to engage with us properly.

This means that you give us all the details and try to anticipate what is needed rather than leaving us in a position where we have to drag details out of you like pulling teeth.

Please can you deal with the questions above. Don't repeat the questions – simply give whole sentences and any other little details that might be useful.

Please present your answers in well spaced paragraphs so that it is all clear to understand.

I anticipate there will be writing a letter to the garage and to the finance company giving them a very few days to release the vehicle to you.
We will be threatening the finance company with an action under the FCA COBS rules which require them to treat you fairly and to communicate with you fairly – which they clearly haven't been doing.
We will also threatening them with an action for breach of contract. When you have somebody for breach of contract if you can show that there has been a fundamental breach which effectively means that you have been deprived of substantially the whole benefit of the contract then you can have the contract rescinded – which means cancelled.

You haven't told us how many days you have have had. You are simply paying guessing games with us again. We need the figure but it certainly sounds to me as if since the purchase of the vehicle on 10 April you have had very little use of it and that you have been deprived of substantially the whole benefit of the contract and that as a basis for suing the finance company and demanding rescission of the contract.

Please will you help us to help you. Stop making it hard work. We are meant to be on the same side after all.

 

[stuggling]

Ok lets try this way. 

I purchased a Vauxhall Cascada on 10 April 2023, it was £7390 with 44390 on the clock at time of purchase, We was told it had a Full year MOT. We found on 13/04/2023 that it had not got a years MOT and was due to expire in July 2023, We contacted the Garage who arranged for the following day (14/04/23), when asked were this was due to distance it was 30miles away, I had to take time off work to do this, it was an 60 mile all round trip. At the time of MOT I mentioned that the clutch felt a bit lose and was not hitting gears well, they passed it and said tighten the clutch, (it did feel different) 

In May after it being used for a total of 35 days (from April 10th to August 21st) mainly on motorway for work and medical appointments, a warning light appeared on the engine for DPF and to keep driving it till clear, this was done and the light went off, but about 23rd May we noticed it was getting very hot at the back of car and the smell of burning and the DPF light came on again, We contacted the Dealer who said to deal with ZUTO or the finance as they only do a 30 day warranty and it was out of the times, so we emailed Billing on 25th May and reported the issues. 

Billing replied asking for evidence of the issues and if we had it inspected, we had said no but they sent an email asking for us to do this, it was originally booked in for June 12th, the garage cancelled as no longer dealt with Vauxhall cars, we tried to get them to look but they did not have the Vauxhall digonaistic for this so was booked with Vauxhall for 25th July. 

We informed Billing that it would cost us £110 and then a taxi to and from the place was £38, they did not respond to these costs.  We got the report and the following issues were found: 

• DPF (Diesel Particular Filter) scans for an over boost, and the sensor out of range 
• Suspension Spring Offside Rear has snapped. 
• Air con unit not working 

We also reported that the stop/start system dose not work. 

On August 10th Billing responded saying the Dealer will repair the car,(we do not have the reports from the dealer to say they will fix it, just an email from Billing to say they will)  they Collected it on August 21st and have had it since. in this time they had an email of us to say that we had to cancel an holiday due to not having the car to drive there. 

When they took the car the recovery driver only had me as main contact and when they got the the dealers yard it was closed, I called the dealer who said they had finished early at 4.30pm and that they were not going back to the yard and there was nothing they could do, the dealer then asked about the mileage and what the issues were, I explained about the DPF and he said oh it's properly how you drive it, I did not make a comment on this, and asked for a date it would be fixed and returned, he then said they he is not fixing it only looking at it and had not date, the recovery people left and  so they called to let me know would deliver again in morning and would remain in a secure overnight yard till then. The next morning, I had several Calls as the dealer was not there at 9am to take the car, and I was informed they would have to leave on side of road. 

on 22nd August we got an email saying not to contact the dealer just Billing finance and Zuto.  The email on 22nd is from Billing,

I have sent several emails to billing and zuto asking for where the car is but they never said till this report they did was done I now know from the pictures it's at the dealer garage. 

We explained that we needed a date to expect the car back due to medical appointments and the children going back to school, we never and still do not have a date. 

The dealer did there own inspection and found nothing, then sent to there garage and they found nothing (Billing never got any reports for this and have emailed over stating this) so Billing on the 14/09/2023 they had an independent company IVIS come and to a report on the car, who found the same issues as we had reported. 

Billing are saying they are not responsible as they say the faults were not there at time of purchase and they will only contribute  towards the costs and are awaiting a garage (again no name mentioned though we have asked) to give them a quote. 

In the mean time i have informed them on medical appointments that have been rearranged, taxi fair for a disabled child to get to school, and now having to pay another insurance for my parents car. 

I will upload reports on separate post.  we have emails of all conversations we do not call billing or zuto it is is all emails, so yes evidence to it all,  its alot, but will do my best to screen shot etc to send over, there are over 100 of them to go through.  

We do not know why changed mind on repairs or what has happened. 

Diagnostic report etc merged.pdf

To save effort for others downloading I've merged the documents. (Nicky Boy)

[BankFodder]

Yes, we do need documents in multipage single file please.
Having to rummage through loads of documents when even the naming convention is not quite clear is very unhelpful. Once again it leads to a fragmented understanding and lots of extra time.

Please post entire documents in a single file – PDF. Multipage single file.

 

9 hours ago, stuggling said:

Ok lets try this way. 

I purchased a Vauxhall Cascada on 10 April 2023, it was £7390 with 44390 on the clock at time of purchase, We was told it had a Full year MOT. We found on 13/04/2023 that it had not got a years MOT and was due to expire in July 2023, We contacted the Garage who arranged for the following day (14/04/23), when asked were this was due to distance it was 30miles away, I had to take time off work to do this, it was an 60 mile all round trip. At the time of MOT I mentioned that the clutch felt a bit lose and was not hitting gears well, they passed it and said tighten the clutch, (it did feel different) 

 

In May after it being used for a total of 35 days (from April 10th to August 21st) mainly on motorway for work and medical appointments, a warning light appeared on the engine for DPF and to keep driving it till clear, this was done and the light went off, but about 23rd May we noticed it was getting very hot at the back of car and the smell of burning and the DPF light came on again, We contacted the Dealer who said to deal with ZUTO or the finance as they only do a 30 day warranty and it was out of the times, so we emailed Billing on 25th May and reported the issues. 

Billing replied asking for evidence of the issues and if we had it inspected, we had said no but they sent an email asking for us to do this, it was originally booked in for June 12th, the garage cancelled as no longer dealt with Vauxhall cars, we tried to get them to look but they did not have the Vauxhall digonaistic for this so was booked with Vauxhall for 25th July. 

We informed Billing that it would cost us £110 and then a taxi to and from the place was £38, they did not respond to these costs.  We got the report and the following issues were found: 

• DPF (Diesel Particular Filter) scans for an over boost, and the sensor out of range 
• Suspension Spring Offside Rear has snapped. 
• Air con unit not working 

We also reported that the stop/start system dose not work. 

 

On August 10th Billing responded saying the Dealer will repair the car,(we do not have the reports from the dealer to say they will fix it, just an email from Billing to say they will)  they Collected it on August 21st and have had it since. in this time they had an email of us to say that we had to cancel an holiday due to not having the car to drive there. 

When they took the car the recovery driver only had me as main contact and when they got the the dealers yard it was closed, I called the dealer who said they had finished early at 4.30pm and that they were not going back to the yard and there was nothing they could do, the dealer then asked about the mileage and what the issues were, I explained about the DPF and he said oh it's properly how you drive it, I did not make a comment on this, and asked for a date it would be fixed and returned, he then said they he is not fixing it only looking at it and had not date, the recovery people left and  so they called to let me know would deliver again in morning and would remain in a secure overnight yard till then. The next morning, I had several Calls as the dealer was not there at 9am to take the car, and I was informed they would have to leave on side of road. 

on 22nd August we got an email saying not to contact the dealer just Billing finance and Zuto. 

We explained that we needed a date to expect the car back due to medical appointments and the children going back to school, we never and still do not have a date. 

 

The dealer did there own inspection and found nothing, then sent to there garage and they found nothing (Billing never got any reports for this and have emailed over stating this) so Billing on the 14/09/2023 they had an independent company IVIS come and to a report on the car, who found the same issues as we had reported. 

Billing are saying they are not responsible as they say the faults were not there at time of purchase and they will only contribute  towards the costs and are awaiting a garage (again no name mentioned though we have asked) to give them a quote. 

In the mean time i have informed them on medical appointments that have been rearranged, taxi fair for a disabled child to get to school, and now having to pay another insurance for my parents car. 

 

I will upload reports on separate post.  we have emails of all conversations we do not call billing or zuto it is is all emails, so yes evidence to it all,  its alot, but will do my best to screen shot etc to send over, there are over 100 of them to go through.  

We do not know why changed mind on repairs or what has happened. 

 

Finally, we have a post that seems to tell the entire story and in a comprehensible way.
There are a couple of points which are not clear. Who sent the email of 22 August – the dealer or the finance company?
At some point you have told us that somebody declined to tell you where the car was or to give you any answers about when you might get it back. You have and referred to that in your new post. Please can you clarify.

Other than that I think we probably have most of the story.

And to reiterate, please don't post fragmented documents. Post them all in a single PDF. Otherwise it is like receiving a multipage document through the post in several different envelopes – all separately stamped and addressed and you then have to open each one and figure out the order et cetera.

Once again, please help us to help you. What we are asking you is really just very normal

 

Another question occurs to me: have you been advised or instructed either by the dealer or by the finance company not to drive the vehicle?
Do you have evidence?
If you did receive this advice or instruction – when was it?

[stuggling]

The email on 22nd is from Billing, I have sent several emails to billing and zuto asking for where the car is but they never said till this report they did was done I now know from the pictures it's at the dealer garage. 

I keep asking Billing for a return date of car and they have never answered it, they just say when they have checked it over, and that we must allow them time to do this. 

Sorry was not sure how to put all the files together, thank you for helping with this. 

I have alot going on at home, so trying to sort this and other things, it's taken it toll on me sorting it 

We have never had instructions not to drive it, we chose not to due to the issues. 

[BankFodder]

So I gather that they haven't expressly refused to give you back the car and they haven't expressly refused to tell you where it is. You haven't particularly asked and it is simply an understanding that they need to do the report first and the report so far has still not been done. Is this correct?

I appreciate that you have lots of difficulties et cetera going on at home – but I'm afraid this doesn't cut any ice with the dealer, with the finance company – and if and when it goes to court, it won't cut any ice with them.

We are trying to push you but we are on your side. Is probably more difficult at the moment because you don't have any control. Once we help you to get back into control, you will find things much easier and you feel better about it.

If you don't have the car back, what alternatives do you have? Do you have the money now to buy another car? Do you have the money to bring this court action if, say, it amounts to about £750 to bring it. Check the County Court fees to find the exact figure. It's probably a bit less than that. On the basis that you win of course you will get your costs back.

[stuggling]

I have asked I every email for car location but they never answer just that it's with the dealer. 

When I ask for date or return they do not give this over

They have done there own report and we got email Monday saying issues are due to driving it short distance and they will only contribute to repairs amd awaiting a quote for repairs, we asked how our driving causes the issue and they said the reports say and would be used in a court of law

 

We have £1200 aside so will use some the courts and rest for car, court costs I see is 455 if I'm going for the full finance and money we have lost.