James Bush from James Bush Cars in response to Disappointing experience

We welcome all reviews good or bad. It’s great to hear when we’re getting things right but also how we need to improve on things when they go wrong. I’m not sure why you feel the need to constantly edit your review but we will keep our original reply below. In short you visited us and complained of an issue, without hesitation we agreed to refund in full. You were without the vehicle and we requested you return it and we would refund. You refused, requested a full refund and then you would make the vehicle available to collect. You later returned with the car after driving it to us and were refunded in full. As you say, we met our legal obligations. However, we went beyond them. The CRA2015, of which you made references to, states the seller has a right to inspect the vehicle to confirm the alleged faults and any monies refunded to be paid within 14 days. We neither requested to inspect the vehicle nor delayed refunding you. There is obviously more to the story, that is the aggressive way in which you arrived at our dealership, demanded to be seen straight away regardless of any other customers around, requested a refund there and then even though you weren’t in the vehicle, made negative reference to me being "white" and "male". Then continued to speak to staff members in an uncivilised way, including calling staff members “privileged white males”, “arrogant” and “uneducated”, constant sniggering, eye rolling and sarcastic clapping of hands throughout and the slamming of keys down on desks. We have CCTV with sound recording which any customer is welcome to view. I can also forward you a copy should you wish to listen as a reminder of why you didn’t get the best of our service today or better customer service where goodwill would have been considered, quite frankly you didn’t deserve it. It was the most unpleasant experience I’ve had in 25 years of selling cars. Before purchase of the car you demanded a £500 discount and was annoyed we operate a no discount policy, when finalising the order you was annoyed that you’d have to pay for road tax, at this early point we offered to refund the deposit paid if you weren't 100% happy. On collection you arrived hours late meaning a rushed experience not giving us the opportunity to fully explain the paperwork and features of the car and then today, I only wish you’d have been so eloquent face to face as you have been in your review because I’m sure this would have led to a better outcome. To answer the points raised. On return of the car it was taken on a 25+ mile drive where is performed without fault. It will be tested for at least another 250 miles to ensure the car is fault free, any faults the car may have, no matter how minor or infrequent will be rectified. You informed us when driving the vehicle back to us, some 30 miles it drove without fault. No dealer will refund consequential losses like fuel, we did however give you the option to have this syphoned out, you declined, you also informed us the amount of fuel you’d put into the vehicle was more than you claim in your review. There was no need to recover your car. If a recovery agent, The AA, RAC etc, had attended they would have road tested and diagnostic scanned the vehicle and declared it safe to drive. Having just checked our pre sale photos its shows the vehicle to have sufficient fuel in for delivery, we deem this by the fuel light not showing. You’re correct the spare key is now snapped, how this happened is a mystery. There was no discussion around car mats, if a used car has a used set of mats we place them in the boot. Customers appreciate this, if they are not to their standards they just dispose of them. If a new set of mats and fuel had been discussed and agreed prior to purchase this is exactly what you’d have received. I wish you well in your car search and think your own advice as you were leaving should be taken and that is to buy a brand new vehicle.

James Bush from James Bush Cars in response to Please Don't waste your Money and Time

While your review is somewhere near the truth it doesn't reflect the whole story. Our company 1st came into contact with you via a referral from Zuto finance, it was agreed with them the car would be taken off sale for you while the finance was arranged. We invoiced Zuto as requested, as as we have done with many other customers, and waited to hear further instructions from them. Soon after Zuto contacted us to let us know there maybe an issue because of the distance between you and us, around 200 miles and that you would struggle to come and view and collect the car so Zuto cancelled the finance and the vehicle was advertised fro sale again. 24 hours later you contacted us to let us know you were still interested in the car and asked about our advertised risk free nationwide delivery. We explained the process and the costs involved but you were unhappy having to pay a delivery charge and explained you wasn't comfortable driving a new car back such a distance. After a few phone calls back and forth it was agreed we could delivery the car within the advertised price of the car. You explained you were happy with this and would call back to leave a deposit to secure the car and then we could make arrangements to deliver the car at a convenient time and date. You never called back to leave a deposit but after a few days, over a weekend you called back to ask further details about the condition of the car. We answered all of your questions, explained the delivery process again and explained any deposit would be refunded if the vehicle arrived not in the condition promised or with faults, including slipping clutches and worn brakes as you'd recently had bad experiences with your current car relating to these. It was explained the car was free of faults, had just been MOT'd with no advisories and had also just been fully serviced and would be sold including a 6 month warranty. Again you expressed your desire to purchase the vehicle but again you refused to leave a deposit explaining you still felt a little uncomfortable about going ahead with the purchase. The following day you called and said you were going to arrange an independent inspection via the AA or the RAC and if this report cam back ok you'd leave a deposit. I explained it would be advisable to leave a deposit to secure the car and if the independent report highlighted anything that changed your mind on purchasing the car it would be immediately refunded. You refused again to leave a deposit saying it was risk you were prepared to take. I explained without a deposit the car would still be advertised for sale and would be sold if somebody wished to buy the car. A few days after the AA contacted us informing us the inspection was arranged for a few days later. I called you to inform you the AA had been in touch and again explained the car could be sold to somebody else unless a holing deposit was paid, again you said you wouldn't leave a deposit until you had the results of the AA report. The day of the AA inspection was due another customer expressed an interest in the car and purchased it paying in full. While its unfortunate for you, and as discussed in a telephone calls to you prior to the inspection and afterwards, no car is "off sale" until a deposit has been received. You refused at every opportunity to leave a deposit as was fully aware the car could be sold elsewhere. The whole process with you were over a couple of weeks and no business would take any vehicle off sale for that amount of time with no commitment from the customer. As discussed with you, and which you seemed happy with, we are currently trying to source you an alternative vehicle and as promised will discount the car to alleviate your losses with the AA inspection carried out on this car, although after reading this review I'm not sure if this agreement is a suitable solution with you but will continue to search for a car until you advise us otherwise.