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Big Motoring World/Blue Motor Finance - Faulty Nissan Qashqai


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Good evening,

My husband and I are looking for some help regarding a faulty car which we have recently purchased from Big Motoring World Enfield.

The details are as follows: -

Make -  2017 1.2L mileage 55,349 miles. 

Date purchased -   01/06/2024

Price paid - Deposit £9000, finance £4794 (this includes the 3yr Nissan extended warranty), buyers fee £249. 

    Total including all fees etc = £ 13794.       

Initially, during the test drive, there was no problem with the car at all and this is why my husband bought the car on the day. No problems on the way home from the dealership and up to three days after purchase, the car drove smoothly.

However, after day 4, occasionally we would feel a slight shudder during some gear changes (automatic car). Over the next few days these shudders worsened and then on day 5 the car would make very a very loud shudder with every single gear change. It was at this point we contacted Big Motoring World for advice as we are still under the 14 days no questions asked return. 

My husband contacted BMW for advice on 06/06/2024 and stated the problems as above. He spoke to a sales person who informed him that he should only take the car to a Nissan dealership (we have now been told that this is false information). We were also promised that a courtesy car would be provided for us after the fault on the car had been identified and confirmed by their mechanic fixing the car.

We took the car to the garage that Big Motoring World had told us to go. Upon arrival there we discovered it was a third-party garage, not Nissan. We took the car to the garage on day 9. The mechanic ran a diagnostic test which found no faults, but after the test drove the car and below are his findings...  

we scan the car but no faults with the gearbox showing but when I test drove the car it was really juddering and jumping. I spoke to my auto transmission specialist and he said they are very common on these as the CVT belt starts jumping within the box due to pressure loss. 

We had this vehicle in for diagnostics for gearbox mate but both the gearbox and battery are faulty. Gearbox supplied and fitted comes to £3500 plus vat

Where we are at now….

My husband spent all of day 10 (11/06/2024) making phone calls between the garage, Warranties2000 and Big Motoring World.

He tried, unsuccessfully to find out if the diagnostic reports had been shared between all three.

Everyone kept saying the report hadn’t been received and yet the garage assured us it had been sent.

Eventually we were told that the courtesy car would be given to us if it was deemed the works to fix the car would take longer than 8 working hours, and that decision would be made after 48hours of receiving the report. Today is day 11 and no decision has been made as nobody is telling us any decisions as people are off sick or on holiday!

Today we called the garage and told the mechanic NOT to start any work as we will be returning the car.

He said none have been started and we have left the car in his storage as he has deemed the car undrivable.

I have sent an email to BMW now formally stating that we want to return the car and I have used the terminology that was suggested.

 What can we do next?

 Thank you everyone.

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post re submitted 

we are quite secure with that. it's ok to it here 

you need to formerly WRITE to BMW AND to the finance co. (who is?) and REJECT the car under your short term right to reject.

100's of threads here on Big Motoring World, and they scammed you out of a useless warranty too, you dont need it ever, CRA covers you for FREE.

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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As advised by my site team colleague above, you need to send the letters of rejection as quickly as possible.
I would suggest that you post the letter here for us to have a look at. If you have sent a letter already then let us see what you have sent.

You seem to have posted up part of a report which you received. Please could we see the whole report. Upload it in PDF format.

I'm not quite clear who it is produce this report. Was it somebody connected with Big Motoring World or was it from an independent inspector. Did it cost you anything?

I'm aware that you have coming from Facebook and the point has been already made there that although the assertion of your right to reject it is an important step, the big problem will be getting Big Motoring World to act correctly and to accept the rejection and to refund you.

How far are you away from the dealer.

You bought the car 13 days ago. How many days have you actually had use of it?

What date did you take it into the garage where they discovered the faults?

You have told us that some of the purchase price was financed.

Who provided the finance?

I think my site team colleague above has asked you this question and you need to tell us.

Also, how much did the warranty cost you? Follow our link to see what we have to say about extended warranties.

You should cancel the warranty immediately. You should send a separate letter referring specifically to the warranty and cancel it. I think you have 14 days to cancel the warranty and so you are just within time if you do it straightaway.

Don't hang around

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Posted (edited)

Morning,

the finance company is Warrenties2000.

I have just sent a copy of the rejection letter to them too.

now they have it as of today, and the Big Motoring World have it as of yesterday.

We still have 2 days left out of the first 14 days.

The report is not a report, it's an email thread which the mechanic forwarded on to us. it shows that he did send the email to Warranties2000, their reply, and then his reply to them.

This is the email that Warrenties2000 have said they've not received. BMW said the diagnostic test usually costs £100 but they have offered to pay £70 of it as a good will gesture. We have told them over the phone that we're not paying any of it.

We are 8 miles away from the dealership. We have had 8 days of use of the car and on the 9th day it went to the garage. The garage found the faulty battery and faulty gearbox about half an hour after we dropped the car off. 

I've just messaged my husband to tell me who we got the finance from as I don't know. He handled everything with the car. 

The extended warranty was £1800 over three years and that was with Nissan I think.

My husband contacted the Nissan warranty people yesterday and he said they're raising a complaint on our behalf. I will check with my husband to see if he has cancelled the warranty, I'm sure he has but I will check.

update from yesterday.

My husband has cancelled his car insurance as of Friday as the car is undrivable anyway.

I'm going to the car today to get our other bits out if the boot. 

I have enclosed the details you have all asked for. Thank you so so so so much. :-) 

With regards to the letter of rejection, I found a template on line and used that.

Please do let me know if anything needs changing. 

Thanks :-)

Edited by JCP190
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Please will you upload your documents in PDF format in future. It is unhelpful to have them in word format and also word documents will carry personal details relating to you and your computer.

Also I see that you are doing a lot of this on the telephone – and without any written confirmation.

This is a big mistake. You need to start taking this matter seriously and so everything should go in writing. If you have telephone calls then they should normally be recorded. Read our customer services guide. You should make notes about every telephone call and then you should send an email to your telephone correspondence confirming what they have said or what they have agreed.

It is important that you keep detailed paper trails here.

Of course we may be jumping the gun and maybe big motoring world will step up to the mark – but I'm afraid that they have a lousy reputation has you have seen and so you need to start practising survival techniques and protecting yourself.
You say for instance in your letter of rejection that the mechanic told you on the telephone that the gearbox needed replacing. Do you have any other evidence of this conversation?

This is going to sound a bit harsh – but other people will be visiting this thread as well for their own purposes. You conducted their research about this company before you bought the vehicle. You now are fully aware that this is a company which can be very difficult to deal with and causes a lot of problems for many of their customers and yet you are still taking a telephone/verbal approach.
Do I need to say any more?

Also one of the documents you put up is an email exchange but it is not clear who is writing to who or what dates. If you showed this email to somebody in a pub they would be asking lots of questions about who sent the first message, who sent the second message, what dates were they sent et cetera.
Please think about this before you post things.

Please can you clarify the details of that email exchange.

Please will you present the information carefully. We are all volunteers here and we have to rely on you to do the spadework

And just to reiterate – I'm sorry if the message above sounds a bit harsh. We have to get the message out to other people who visit this thread as well.

I realise that you are having a difficult time and we will do our best to help you, of course

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Are you sure the finance company is Warranties2000?

 

That sounds like your warranty people

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHER

 

Have we helped you ...?         Please Donate button to the Consumer Action Group - The National Consumer Service

If you want advice on your Topic please PM me a link to your thread

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warranties2000.co.uk

is this them?

but they aren't a car finance co.

who financed the car?

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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That letter is fine well done!! 

Dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Thank you. We like to see also the exchange between you and the mechanic/garage telling about the gearbox.

Also, send an email to the garage whose mechanic called you:
 

Quote

Thank you very much indeed for your call on XXX date.

As you can imagine, I was very surprised and very concerned to hear from you that the car needs a new gearbox because the transmission is faulty and that also it requires a new battery because the existing battery is "lazy".

I'm not a mechanical person and I'm wondering if you could explain to me what you mean by a "lazy" battery and also have you any idea why a car of this relatively low mileage should need a new gearbox.

Thank you very much

Yours sincerely
 

Get this email to them as soon as possible. Hopefully it will draw a response which will confirm what they say – but even if it doesn't draw response – as long as there is no denial then it is fine. Even if there is a denial, it won't be too important but it would certainly be nice to get a paper trail which supports what you say.

Please send this off and come back here and confirm that you've done it

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Hey, How can I put a copy of the email on here and still keep it confidential? I really do want to give you all the info you need but I'm not tech at all. 

I've just emailed the mechanic using your quote as a template. I will let you know what the reply is.

Thanks so much everyone :-)

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You could forward it to yourself but before you click send, take out your personal details. Does that help? Although I run this forum I am not a massive techie either!

But we would like to see it and also to understand who is who – dates, et cetera.

What you typed above doesn't really give many clues and certainly only contains one date and time and doesn't identify the order in which they were sent to each other.

 

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Read upload

Tells you how with even online sites too

Dx 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Hey, 

The finance company is called Blue Motor Finance.

So the generic email we received from BMW states it can take up to five days for a reply....that will take us over our 14 days. I guess we just ahev to wait now.

My husband has cancelled his car insurance as that too was still in the 14 days. 

 

 

1st garage email.pdf

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Thank you for this. So I understand that this is an email exchange between the garage and the warranty company – is this correct?

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  • dx100uk changed the title to Big Motoring World/Blue Motor Finance - Faulty Nissan Qashqai
25 minutes ago, JCP190 said:

The finance company is called Blue Motor Finance.

Our main Equity Partner, Cabot Square Capital invests 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

Okay that is excellent that you have an email between the garage and the warranty company confirming that there is a serious problem with the gearbox.

That is very powerful evidence.

I think the situation is this:
you have sent them a letter of rejection but the reputation of big motoring world is that they won't take a lot of notice and they will try to prevaricate and maybe even blame you.

Clearly you don't want the car any more and anyway it sounds as if the cost of repairs is going to be enormous. You don't know if the warranty company is going to step up to the mark but the whole thing is going to take a long time and I understand that you have lost confidence in big motoring world because of this event and also their reputation which you are now discovering on Facebook and on this forum and no doubt elsewhere.

On the basis that you don't want the car any more and you want your money back, you need to hurry things along.

I think the first thing is that you need to decide if you are prepared to bring a claim in the County Court. Even without the warranty money, the claim is worth more than £10,000.
For actions less than £10,000, you bring a "small claim" and this means that even if you lose the case you won't be liable for the other side's costs. If you win the case then not only will you get your money plus interest but also you will recover all of the costs of the action.

For actions more than £10,000, you go to something called the "fast track" and in the event that you lose the case, then you could be liable to reimburse the winner some of the costs. This means that in addition to not recovering your own money, you would lose your own court fees and also you would have to to bear the costs of the other side probably something less than £5000 – but as a rough guess.

If you bring your court claim then your chances of success are almost 100%. Frankly if you brought a court claim then I can imagine that big motoring world will put their hands up and pay you out rather than face go to court and losing and getting a judgement against them.
However, it you need to consider that this is a risk factor – although my view it is a negligible risk factor.

If you did bring a court case, it wouldn't be instant. If they put their hands up then it would probably happen very quickly. If they didn't put their hands up then you could take anything up to a year for the matter to be resolved and during that time you would be without your car and without your money and in the middle of litigation.

I'm explaining this to you say that you understand how it works. Bring a court case would be really the last resort when everything else has failed. However, I'm quite certain that you would win and it would be stupid of big motoring world to try to resist.

In order to bring a court case you would have to send a letter of claim giving them 14 days to accept rejection and organise the refund otherwise you would begin the claim. Don't imagine that you could bluff this. If you did send a letter of claim then you would have to go through with it otherwise you lose all credibility and you might as well pack up and go home.

So with this in mind, here are possible courses of action you could take.

You can simply wait and see what their reaction to your letter of rejection will be. However they may not reply or else they may find some other reason to delay and of course during that time you will be without your car and without your money blah blah blah, not knowing if big motoring world were going eventually to start acting sensibly and respectfully towards you.

The second thing you can do – and I think this has been suggested on Facebook – is that you can go along there and simply make yourself present and talk to other customers and generally speaking make a nuisance of yourself and embarrass them to the point where you would be explaining to other potential customers to be careful, to look on Facebook, and to do some careful research before they put their business to big motoring world.

This has a reasonable chance of success although you would have to be careful. You should go accompanied by a friend and there should be no anger, no arguments, nothing that could be considered as being overly aggressive so that big motoring world would have no justification in kicking you out or even worse, calling the police. If you did this, then I would suggest that you record everything on the telephone carried in a pocket. A fully charged battery will probably keep a voice recorder and a telephone going for more than 20 hours or 30 hours. The other person can video any incidents so that everything is clear and you can inform big motoring world then it will be going up on the Internet.

If you did this, my favourite option would be to issue the letter of claim giving them 14 days, and then going along to big motoring world with a copy of your letter of rejection and a copy of the exchange between the mechanic and the warranty company and a copy of your letter of claim – all settled together – and probably about 20 or 30 copies in all and I would start handing them out to any customers who came in.

Big motoring world will soon get the picture and they will either move your the premises in which case you stand outside and carry on doing it or they will finally give in. Of course there is a chance that they won't give in and they will simply call your bluff – but in that case I think you have no choice other than to follow through with your 14 day threat in the letter of claim and to begin the legal action.

At the same time you should be putting up reviews on Google and also trust pilot explaining exactly what has happened and also explaining that the mechanic has confirmed to the warranty company that there is the serious problem, that you have asserted the right to reject and that this is been ignored by big motoring world and that you have now sent a letter of claim and that you will be starting a legal action in 14 days. Once again, don't bluff about the legal action. If you threaten it – then you must mean it – and on day 15 you click of the claim.

You don't need a solicitor for any of this. It's all fairly straightforward and of course we will help you all the way that it the decision is yours to make and I think you need to make it fairly quickly.

I think the cost of starting an action for about £13,000 is 5% and then also if it goes to trial which I would say is almost impossible – there would be an additional fee.

You would claim interest at 8%. A judge might award a lower figure but frankly if you can show that big motoring world is attempting to ride roughshod over your very clear statutory consumer rights, I can imagine that the judge will want to show displeasure by awarding the full 8% which is a pretty good rate – even though it's not compensation for the hassle and the distress you are going through.

If you decide to get solicitor, then if you win the case, because it is over £10,000 you will recover some of your costs but you won't recover all of them. If the solicitor begins by having exchanges of letters then I doubt whether you will be up to recover the cost of those and you could easily find that you're chalking up 500 quid or even a thousand simply on initial exchanges of correspondence.

Also you need to bear in mind that if after having exchanges with a solicitor, big motoring world cave in – then you definitely won't get those costs back because you won't have gone to court and therefore a judge will not have made the order for payment of those costs.

I suggest very strongly that you avoid paying any money for a solicitor and that you do it yourself. It's not a big deal – although you will have to you react quickly to the help we offer on this forum.

Also, an additional benefit is that you will learn a lot and you will gain confidence and eventually you will feel good about suing anybody else who gets in your way. Nothing not to like!

If you do decide to instruct a solicitor then you must take control of the solicitor. Most of them prefer to sit in an office writing letters on the clock.

If you do decide to instruct a solicitor then you must instruct the solicitor very firmly that they should send one letter of complaint giving seven days. A second letter – a letter of claim giving 14 days and that they must then begin the action.

If you don't do this. If you don't take control then it will simply cost you money, you will be without your car even longer and of course without your money.

The whole thing is a nightmare.

I think I've laid out the options but please do ask questions.

I hope you can see that this is the kind of advice that you won't be getting on Facebook. Nothing against Facebook. It's good as a meeting place and to make people realise that they aren't on their own – but after that the advice given is weak and confusing.

I forgot to say, there is one last possibility and that is that they will receive your letter of rejection and simply fold, accept the rejection and refund you.

Don't wait too long for this. Seven days maximum – but in that seven days you could send your letter of claim anyway and when that you don't hear from them or when they start mucking around at least you are seven days closer to beginning the legal action – and they will know it (which is the important thing).

I also forgot to say that another route is through the finance company but although they have a responsibility, they won't be happy. They will prevaricate. They will want inspections. They will want protracted correspondence et cetera blah blah blah and of course all the time you will be without your car without your money.

Because you have paid a substantial amount of the money directly through your own resources, you can bring your own direct action against the dealer and frankly it will be quicker.

If anybody suggests that you should stop paying your finance company – don't. Even though they would be wrong to do so, you can't imagine how they can suddenly leap into action and start debt collection processes blight your credit file – and generally speaking add to the stress which you are already suffering in your life by making things difficult for you financially.

Once you get big motoring world to refund your money then we will bring in the finance company and get them to refund you everything they've taken off you as well

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Hey 👋 

thank you so so much for taking the time to give this advice. As soon as we hear back from them I will share it with you. 

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