Official dealership sold car with leak issue

[darknessa]

 

Hi everyone,

I purchased an approved-used Aygo X, 2015 make, around 20 days ago from an official Toyota dealership in the UK.

To begin with, despite being promised a full valet and inspection of the vehicle, I received the car with dirty interior - pet hair and grime. This indicated that the car had not been thoroughly checked and cleaned.

Yesterday, I discovered water pouring down in the boot from the right side. So, there’s a major leak in the car, which puts the vehicle at risk of significant damage. The carpet in the boot was soaking wet. When the vehicle was delivered, there was an uncomfortable and strange smell to it, which I now believe is probably due to condensation and the leak.

The fact that the car was not fully cleaned and checked before being sold to me indicates a clear lack of attention to detail and care by the dealership. It being an official dealership, it's shocking to me.  I have gotten in touch with them, but they're not being helpful. They just referred me to Toyota Customer Service as they're apparently not sure if it's covered by the warranty. If they don't know... Interesting.

With that being said, I'm still within the 30 days, so if worse comes to worse, I might have to kick up a fuss and return the car.

I would like to receive some guidance and help. I feel like the dealership has just left me on my own to deal with this. 

 

[FROSTYBALLS]

Regardless of any warranty and warranty coverage, you are covered under the Consumer Rights Act 2015 - see:

Consumer Rights Act 2015 - Which? & Faulty product? How to get a refund, repair or replacement - Which?

Even outside the 30 days, "if you discover the fault within the first six months from delivery, it's presumed to have been there from the time you received it."

[flash22]

Sounds like Jemca possible Bromley

water leak  - more than likely the rear light seal (common) lift the mat and check the spare wheel well

btw, it's a Mk2 Aygo, the Aygo X (cross) is 2022 onwards

[darknessa]

14 minutes ago, flash22 said:

Sounds like Jemca possible Bromley

water leak  - more than likely the rear light seal (common) lift the mat and check the spare wheel well

btw, it's a Mk2 Aygo, the Aygo X (cross) is 2022 onwards

Thanks for pointing that out. It's Horsham. 

[Mojo1010]

As frosty mentioned, you are covered for 6 months. They lied about referring to Toyota customer service. These cowboys need to meet one of us on this forum who are aware of this consumer law. 

So armed with this info, I would simply say a few very stern words and tell them I would still let toyota GB know about this even they fix it, which they have to or reject the car and full refund. 

[darknessa]

2 minutes ago, Mojo1010 said:

As frosty mentioned, you are covered for 6 months. They lied about referring to Toyota customer service. These cowboys need to meet one of us on this forum who are aware of this consumer law. 

So armed with this info, I would simply say a few very stern words and tell them I would still let toyota GB know about this even they fix it, which they have to or reject the car and full refund. 

I emailed Toyota GB in the meantime. Apparently the dealership doesn't know if it's covered under warranty. It was such a tone deaf response. Didn't even bother to find out as it seems. They go above and beyond when they want to sell the car and then leave you on your own. 

[Mojo1010]

You don't need to email Toyota GB to ask whether it's cover by warranty or not. Email to tell them you received bad service from the dealership and are not happy with their conduct. 

The dealership have to sell a car that is 'fit for purpose', they have to fix the issue no matter what warranty it has with Toyota, the warranty with Toyota GB is irrelevant. 

 

[FROSTYBALLS]

38 minutes ago, flash22 said:

it's a Mk2 Aygo, the Aygo X (cross) is 2022 onwards

Could be the base version of the mark 2, which was also an Aygo X, rather than X- Play, X-treme, etc

[darknessa]

3 minutes ago, Mojo1010 said:

You don't need to email Toyota GB to ask whether it's cover by warranty or not. Email to tell them you received bad service from the dealership and are not happy with their conduct. 

The dealership have to sell a car that is 'fit for purpose', they have to fix the issue no matter what warranty it has with Toyota, the warranty with Toyota GB is irrelevant. 

 

Why are they're being so difficult. We're in London. The dealership I bought it from is outside London which makes this more annoying. They expect me to drive all the way there to get this checked when they actually can come and collect the car.

The local dealership in London is happy to inspect it but the would charge an inspection fee of £78. I don't understand why I'm expected to pay for an inspection of a fault that shouldn't have been there to begin with. 

[FROSTYBALLS]

Is the local dealership part of the same dealer group??

Usually if the car is subject to a possible warranty claim, dealers may charge an inspection fee, which is waived if the issue is a warranty claim, but not if the issue isn't a warranty claim. 

At the end of the day, your contract is with the dealer you purchased the car from.

Think you need to make contact with your dealer's senior management, and ensure you want the issue dealt with under the Consumer Rights Act and that it isn't a warranty issue.

Don't just deal with sales or service.

[TonyHSD]

Hi, 

we had similarly experience with different dealer. 
You will need to go back there and fight for your rights. The dealer who sold the car to you should fix it asap whether the issue is covered under warranty or not. They simply sold you a car that it is not fit for purpose so they are responsible for the cost of repair. Give them only one chance and if they do not do the repair correctly or more issues are discovered best to return it for full refund. Do not go to any other dealer or other garage to inspect the car. 
Only deal with the dealer responsible, and best to escalate to the branch manager. Btw these cars are well known for water leaks in boot so should not be a,very difficult fix. New seals and some cleaning should be done. 
Good luck 

[FROSTYBALLS]

7 minutes ago, TonyHSD said:

Btw these cars are well known for water leaks in boot so should not be a,very difficult fix.

The first generation Aygo (2005-2014) was well known for water leaks, the second generation (2014 -2021, as per the OP's car) not so.

[darknessa]

55 minutes ago, FROSTYBALLS said:

Is the local dealership part of the same dealer group??

Usually if the car is subject to a possible warranty claim, dealers may charge an inspection fee, which is waived if the issue is a warranty claim, but not if the issue isn't a warranty claim. 

At the end of the day, your contract is with the dealer you purchased the car from.

Think you need to make contact with your dealer's senior management, and ensure you want the issue dealt with under the Consumer Rights Act and that it isn't a warranty issue.

Don't just deal with sales or service.

No, I bought it from Marshall Group and the local one is a different one. The local one said they could have a look at this, but would have to charge an inspection fee, could also not offer a courtesy because I didn't buy the car from them.  

The dealer I purchased it from is a 2 hours drive away, they delivered the car and now expect me to bring the car to them for this issue which I totally disagree with. Didn't know Toyota had such a bad customer service. 

 

[152bobby]

To be honest, I gave up reading the thread half way through.......just take it back to the forecourt and hand over the keys for a full refund.  You'll either get their full attention or a refund 👍.  This is the sort of service you'd expect from a back street garage with cars "sold as seen"

[FROSTYBALLS]

56 minutes ago, darknessa said:

No, I bought it from Marshall Group and the local one is a different one. 

The dealer I purchased it from is a 2 hours drive away, they delivered the car and now expect me to bring the car to them for this issue which I totally disagree with. Didn't know Toyota had such a bad customer service. 

It is the dealer who is giving you poor customer service, not the manufacturer. Your contract is with the dealer !!

Same as if you bought a Bosch washing machine from Currys - your contract is with Currys not Samsung.

At the end of the day, you chose to buy a car from a dealer 2 hours drive away. Most dealers , irrespective of which marque they sell, have limitations on how far they will collect vehicles for service, etc.

As your contract is with that specific dealer/dealer group, you need to return the car to that branch or another branch of that dealer group, in order to get help under the Consumer Rights Act.

[darknessa]

14 minutes ago, FROSTYBALLS said:

It is the dealer who is giving you poor customer service, not the manufacturer. Your contract is with the dealer !!

Same as if you bought a Bosch washing machine from Currys - your contract is with Currys not Samsung.

At the end of the day, you chose to buy a car from a dealer 2 hours drive away. Most dealers , irrespective of which marque they sell, have limitations on how far they will collect vehicles for service, etc.

As your contract is with that specific dealer/dealer group, you need to return the car to that branch or another branch of that dealer group, in order to get help under the Consumer Rights Act.

I hear you. That dealer had the best deal, so we went with it thinking we're in good hands because of Toyota's reputation. I just really lost my trust in the main dealer's service although I like the car, that's why I'm going between the option now of returning it to the main dealer or getting a local Toyota to fix this.

[Cyker]

The different franchises have no links to each other, other than they are allowed to use the Toyota name, so if you go to another one you're basically a new customer to them - They won't have access to the sales info and background from another franchise, as they are really in competition with each other. Even between the same franchise they don't always talk to each other!

TBH, unless you're dead set on that one, I'd reject the car under the law that Frosty quotes, as if they're that disinterested it will likely take ages for them to fix it and it's not worth the agro of constantly chasing them up on progress. Also, if the water's really gotten deep in there and for a sustained period, smeg knows what sort of rust issues you'll have to deal with in the future.

The Aygo is not a rare car, and you can find a dealer more worthy of your cash - It's sad but there is a huge variance of customer service levels between different Toyota dealers; Some are great while some are on par with the stereotypical dodgy backstreet used car dealers.

 

[TonyHSD]

If you go to another dealer that’s it, the dodgy one who sold the car can make an excuse and reject any possible return for refund, please don’t give them this chance. You either return it to them for refund or leave the car there for fix but only deal with the place you have bought the car from. Anyone else touches the car and it won’t work in your favour. 

[flash22]

Its a 2015 so will be under the relax terms

Not covered

Damage or defects as a result of defects resulting from an external cause and/or natural phenomenon
(e.g. water or dust ingress, stone chipping, flooding, icing, storm, natural disasters, accident, fire,
explosions, war, civil unrest, sovereign action, willful or malicious action, unauthorized use, salt, glass
erosion and scratches, soiling);

14. No claims can be made for the refund of costs associated with:

a) Indirect or direct consequences of any fault (including but not limited to loss of profit or income
by the vehicle owner; transportation; towing costs, phone, hotel or accommodation costs, parking
costs, loss of any assets or valuables);
b) Compensation for deprivation of use;
c) Air freight or special delivery;
d) Aesthetic items e.g. paint repairs; rust repairs; discoloration; fading; deformation; crackling;
loosing; falling-off; water entry and condensation damages; or
e) Cars not sold through Toyota (GB) plc.

 

You are still covered under your consumer rights with the selling dealer

It depends on what your time is worth - it's a £20 seal, I would check the light has been put back correctly (removed to change a bulb) it's very easy to do - open the tailgate, pop the 2 covers on the bottom of the white trim, remove the 2 bolts, pop the trim off to access the bolts for the light

[planc]

Technically it isn't covered by the warranty because the issue is more than likely to have been there before the warranty was taken out. A warranty is an insurance policy to cover a limited defects in the car.

The issues would be covered by the selling dealership because the vehicle was sold with said defect.

I would point this out to the salesman and inform him he has a choice to put the defect right of refund you your full purchase price and take the vehicle back.

Legally though I believe the dealership has two chances to put the defect right before they have to refund you. 

[Dave the aygo]

About 5 years ago I bought a 12 plate used aygo about a few months later I found all the back seats were wat and the boot full of water I contacted the dealership service dept and they booked the car in and sorted it out free of change and give me a loan car for a couple of days  this was done under warranty 

So if I was you contact the dealerships service department and see what they say if you get no help then tell them you intend to contact toyota customer services I found them very helpful with a complaint 

[darknessa]

I wanted to come back with an update. Thanks for all your input.

So, I took away all the information from this thread and contacted the main dealership as well as Toyota Customer Services. The main dealership would buy the car back, if I was to bring it to them. Fair enough. Though I was told, it should get collected as the liability lies with them. Years ago, the car was first sold by this dealer and continuously serviced at their branch, so how this fault got missed is a mystery to me as no other garage or dealer has dealt with it. 

At least they're also accepting fault by willing to take it back. Toyota Customer Services is investigating it and advised to wait for the outcome before proceeding. 

[Cyker]

Thanks for keeping us informed! Glad you're able to get a more satisfactory result. I hope you have better luck finding a replacement...

 

[Mojo1010]

7 hours ago, darknessa said:

Years ago, the car was first sold by this dealer and continuously serviced at their branch, so how this fault got missed is a mystery to me as no other garage or dealer has dealt with it. 

 

If the former owner did not inform the garage or want it fix then they won't necessarily know about it. 

[darknessa]

On 4/4/2023 at 6:36 AM, Dave the aygo said:

About 5 years ago I bought a 12 plate used aygo about a few months later I found all the back seats were wat and the boot full of water I contacted the dealership service dept and they booked the car in and sorted it out free of change and give me a loan car for a couple of days  this was done under warranty 

So if I was you contact the dealerships service department and see what they say if you get no help then tell them you intend to contact toyota customer services I found them very helpful with a complaint 

Quite unhelpful in my case... Toyota Customer Services came back to me about my complaint and said they cannot comment about the case and I should directly resolve the matters with the dealership as they apparently cannot help or support.