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Big motoring world/motonovo HP - faulty vehicle RE69LWF purchase on 31/5/24


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Posted (edited)

Hi team,

I should of really walked away when they said the vehicle had no v5 and I would have to complete v62. They only disclosed v62 form after all documents for finance was signed. However, I needed a vehicle as I was the only driver in my household and my sister was extremly ill and I had to take her to hospital appointments.

I purchased a vehicle from big motoring world on the 31/06/24. After driving away the vehicle the very same day I could hear a very distinctive water sloshing noise come from the interior.

I then decided to take the vehicle back to branch 15 mins after driving away. The manager came for a ride and said he could hear something but this issue was ‘minor’ and it was my psychologial thinking that made the issue even worse. Manager was very rude.

I then took the vehicle home knowing full well it would give me nothing but grief. A day after the rear left tyre started losing air. I know they could say this was probably due to the driver however I believe the issue was present before purchasing vehicle.

I called up Audi and my finance company and explained situation. Audi could accomodate me for the 13th for a diagnostic. Finance company told me to take to an independant garage and not BMW. Motonovo been helpful in this situation. 

I took vehicle to Audi for a diagnostic. Unfortunantly, they done an Audicam and the technician somewhat resolved the issue without guidance from myself. No charge was applicable as this was a health check. However, I wanted the diagnostic. The car still has water inside. Audi are saying this is a common fault. However, I have no confidence in the vehicle.

I have emailed bigassist with all my findings and commanded them to collect the vehicle. Audi shall also be sending me an email next week of the issues they discovered. This was issue pre exisitng.

It is still below 30 days, can I still reject?

Do i need to send a letter?

I have been very direct to BMW that I no longer want the vehicle.

please can we assist

 

 

Edited by Namz
WRONG DATE OF PURCHASE
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Your title suggest that you bought the car on the 31st of June 2024 which is at least two weeks away even if there is such a date

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sorry I meant 31st May.

Please find letter sent to BMW with all evidence off issues which is a link from Audi.

Unable to share the footage on this forum as I am not the best with tech

 

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  • Namz changed the title to Big motoring world vehicle purchase on 31/5/24

We need documents to be uploaded in PDF format. Uploading in Microsoft Word format discloses personal details relating to you which you should not be sharing.
Click upload – to understand what to do.

How did you pay for the vehicle?

You start by saying that you should have walked away – yes you should. Not only because of the reputation of this company but also if the transaction isn't perfect you shouldn't get involved and you certainly shouldn't be taking the word of some used car dealer.

Big fail!

Why are some of your letter in black and some the in red?

Where did you get some of the ideas in there – have you use a template from somewhere else?

They aren't interested in a delay caused by some fire alarm or something. They certainly aren't interested either by the distress you are suffering. They have hundreds of customers who become victims of this kind of thing. All of those customers suffer distress. Big Motoring World don't seem to be very bothered.

What are the faults which exist with the vehicle now?
Is it just the splashing? Where is the splashing? What is it that is splashing?
 

Do I also understand that you purchased the vehicle without trying it at all and the first time you were in it and had splashing was after you had made the contract?

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I purchased the vehicle using finance through motonovo under a HP 60 months agreement.

I have now amended the document ensuring all is in black. Unfortunately, this email has now been sent. However, I have not sent a letter to big motoring world. Also, I have taken the section of the firealarm issue.

I am struggling to convert to PDF. I am not tech savy at all.

My mistake was that the the salesman was very fussy on a sale. We went down a quiet road for a little test drive and not for a lengthy road test. The water issue was not present at this moment of time. However, it only became prevalent after driving away, after all docs signed.

I did stated to Audi I wanted a diagnostic report. However, they carried out an Audicam which is footage of the issue. Audi have diagnosed the issue as a common issue where coupes/cabriolets accumulate water in the seals. However, I did state beforehand for no issue to be rectified due to me wanting to reject the vehicle.

I am awaiting a report from Audi through email from the branch manager in relation to the issue. The issue so far is the water still being present in the sills. Audi tried to fix the issue however the problem is still prevalent.

Regards 

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  • dx100uk changed the title to Big motoring world/motonovo HP - faulty vehicle purchase on 31/5/24

read upload CAREFULLY

use the online sites listed.

ONE multipage PDf only please

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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You may have posted already – but anyway, have you got anything in writing from Audi or anyone confirming the water in the sills?

In fact I see that in the document you posted above – your letter to big motoring world you refer to the diagnostics report and you say that you sent a copy to big motoring world but you haven't let us see it. Any reason for this?

Also, have you told us how much you paid for this vehicle? Are there any other expenses you have incurred – insurance, inspections et cetera?

How far away from the dealership do you live?

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Posted (edited)

Hi, the vehicle went to Audi Chingford on Thursday 13th May.

I did state beforehand that I only wanted a diagnostic. The technician out of courtesy opened the drain letting huge deposits of water escape the seals.

Video evidence was provided via AUDI cam. The link for the audi cam has been forwarded to BMW and Motonovo.

I spoke to branch manager explained the situation and he stated he would sent me an email outlining the issue. Audi state this is not really an issue and more of a design flaw.

However, the seals still have water ingress. I purchased the vehicle with £0 deposit on a 60 months HP plan for £520.00. The vehicle total was £21000.

I did not go for any extended warranty. I live almost 70 miles away from the aftersales centre in Peterborough. I have previously uploaded the document I forwarded to BMW however it was in word format.

I have had to buy a new tyre almost three days after purchasing vehicle. BMW still have not compensated me for the v62 cost as they said they would. 

Edited by BankFodder
Restructured post to make it readable
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Please can you avoid posting solid blocks of text. It is difficult for people to read especially when they are using a small screen such as a telephone.

Well spaced and punctuated please.

I hear what you say about the evidence – but do you have copies of it? And if so can we see it please. That's the point. We want to know what you have. As long as you have the evidence in your possession then you have some kind of control

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In relation to evidence, I only have a link sent from Audi of video footage. This video footage has been sent to BMW and motonovo. Audi state they will send me some form of diagnostic report hopefully tomorrow.

The question I have can I still reject the car even though Audi have tried sorting out the issue. I did tell them beforehand to not fix any issue.

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Yes you probably can – but you need to get evidence. You shouldn't leave evidence in other people's hands when you don't have your own copy.

Are you able to access the video footage using the link and then to take a copy?

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I am trying to download the video footage supplied by Audi. The footage does display some personal information and registration. Is their a secure way of uploading?

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Well I certainly wouldn't worry about the registration number. It will actually be a good idea to have it on display for people who end up being offered it in the future once you have managed to return it.

What other personal details are there?

And anyway, you should have a copy for yourself anyway. You should be doing this kind of thing. You should be recording all telephone calls and confirming telephone calls in writing. You should record all conversations that you have with them in person. You should have a call recorder on your telephone and should keep that in your pocket.

This is not the time to start getting slack and casual. I think you've already paid the price for this. You must now start getting your act together, getting evidence. Making sure that you have copies. Stop relying on other people to either tell you the truth – or to hold copies of things for you which might then be difficult to get from them if they feel that they are being compromised.

Why can't you even access the video and record it onto your own computer?

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Hi i have the video footage now downloaded on my computer. However, the video has some personal information such as the reg. I have tried editing out the plate but struggling.

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If it is only the registration plate – then there is no problem. In fact it's better because if big motoring world realise that you are getting advice and that you are coming for them, it will make them more likely to pay attention.

There is no point in secrecy in these kinds of things.

Let's see the video so we can understand what's happening

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works fine

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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Please have a look at this draft letter. It is modelled on yours but I have cut out a load of the unnecessary information.

Also, the responsibility lies with the finance company because the vehicle was brought on hire purchase.

You send it to them and a copy to big motoring world.

Quote

Big Motoring World Customer Service
Snodland by Pass Vantage Point
Snodland, Kent ME6 5SL

Finance Company Address
FORMAL REJECTION OF VEHICLE NOTICE! PLEASE DO NOT IGNORE
CONSUMER RIGHTS ACT 2015
Dear Finance Company


I am writing to yourselves in relation to the vehicle regXXXXXX sold by the Big Motoring World to myself on the at the Wimbledon branch.

Finance agreement XXXXX

The purchase of the vehicle was made on the basis of a hire purchase agreement with yourselves and as such under section 75 of the Consumer Rights Act, you are responsible for the vehicle as if you are the dealer.
The form of purchase was through HP and the finance provider was MotoNovo. MotoNovo holds a financial interest in the vehicle.
The vehicle was purchased with smart protect and guardx. The vehicle was not provided with a V5. After completing all financial action such as signing the finance agreement it was made clear to me that the vehicle did not have a V5. I would have to complete a V62 and would be reimbursed the fee of £25.00. I do believe that as a business we should be more proactive in ensuring customers are aware if the logbook is present before signing any financial documents. No one has reached out to me in relation to my v62 fee being reimbursed.
After driving away the vehicle roughly around 20:20 hours I could detect a distinctive water splosh noise. The noise became very distinctive and was concerning and I felt unsafe! I then drove back to the branch at 20:30 and spoke to a manager. The manager came in the vehicle, and I took him for a ride to express my issues.
The Big Motoring World manager   stated he could hear slight remnants of the issue. I expressed dissatisfaction as I had literally purchased the vehicle. I stated I had no confidence in the vehicle  but the Big Motoring World Manager   stated he would not reject the vehicle and I would have to come Monday for his technicians to have a look at the vehicle. I stated I could not attend as I would be working. I also stated if someone could pick up the vehicle to which he replied was very rude and aggressive. I did ask if he could provide his managers name however, he refused to provide this.


I have now taken the vehicle to Audi for in depth diagnostics report. Please find the evidence attached. This was a preexisting fault and was displayed a short while after being in receipt of the vehicle. Also, I had to change a tyre due to a tyre having an active leak! Also, please find evidence of this. Audi have stated that the seals have water accumulated. Big motoring world sold me a vehicle with a preexisting issue. The issue has now been identified at an AUDI approved dealer on the 13/6/24. I no longer feel safe driving the vehicle as big motoring world failed to ensure that faults were remedied before the vehicle was purchased.

I also had the warning light for tyre appear a day after purchasing vehicle. The only diagnostics also discovered a bulge on one of the tyres which they described as dangerous and "illegal". I believe Big motoring did not carry out a leak test on all tyres.
As per independent expert witness please find findings in relation to the water issue - and the legal tyre.

I am rejecting the vehicle as these defects manifested themselves within 30 days of ownership.

Failure to reject the vehicle would lead to me seeking legal counsel and taking the business to court for implications. Please action accordingly and arrange collection promptly.
I have been extremely stressed and mentally unwell due to the purchase of this vehicle and will reach out to my doctors.
I have already provided evidence of the fault and the fault is still present. You sold me the vehicle with a pre-existing fault. Also, you sold me a vehicle with an active leak. I believe these vehicles being sold are not adequately tested.

Please let me know what arrangements you're putting in place to recover the vehicle and also to refund me any monies paid and cancel our hire purchase agreement

 


Kind regards,

signed

cc:: Big Motoring World

 

Let us know if there's anything that you disagree with, which is wrong, which you think should be added

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Thank you for taking your time and helping me on this.

Would you recommend I also send a letter tomorrow to both BMW and Motonovo?

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Yes of course. That's why it says cc:: BIg Motoring World at the bottom.

Don't imagine that this solves the issue. It doesn't. He not have to force the finance company and big motoring world to accept the rejection to give your money back.

I suggest that you get the letter off tomorrow. And let us know what you hear but on Friday you should then send a threat to the finance company.

 

Have a look what I have said here about your options

and read the whole thread as well.
 

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 Hi Team, 

Received an email today.

As follows.

Good morning,

Thank you for your email dated 13-06-2024.

I am sorry to hear that you have had cause to complain. 

My understanding of your complaint is:

  • You are experiencing a water concern with your vehicle whereby water was trapped in the seals underneath the vehicle. 
  • You are requesting to reject your vehicle on this basis. 

If you feel I have not understood the nature of your complaint correctly, please advise me accordingly. 

We will now be investigating this complaint and will aim to respond to you as soon as possible. We will keep you updated with the progress of your complaint in due course. 

If you have any more questions, or if there is any further information you feel will be relevant to my investigation, please let me know.

I have attached a copy of our complaints handling policy for your reference.

 

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Of course it would be helpful if you told us who the email came from

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Hi, Email came from piper day at Bigmotoring world. It does not states which department the individual works in.

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Okay you have asserting your rights. The issue now is what you prepared to do to enforce the right.

I'm afraid that you can be certain that big motoring world and your finance company will do very little to help you and therefore you going to have to consider your options.

Please read this thread – this post where I have set out the kinds of things that you could do.

you could also begin a complaint against your finance company but that will not be quick. They will take at least eight weeks before you can move it to the ombudsman and after that it could take several months or a year.

I'm afraid that there are no quick options here other than going on standing in the showroom

 

It really wasn't a good idea to buy a used car 70 miles away.

Read our used car guide

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