Petru A

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I intended to purchase a vehicle and had a detailed conversation with the company representative, explaining that I would need to secure a loan from a third-party source, which might take up to two weeks. I clarified this timeline and process, and the representative agreed, as long as I paid a £500 deposit. During the call in which I made the deposit payment, I explicitly asked if the deposit would be refunded in case the loan didn’t come through due to reasons beyond my control. The representative assured me that it would not be an issue. Unfortunately, due to unforeseen circumstances, the loan was not granted. I promptly informed the company, requesting the agreed-upon refund of the advance. In response, the company initially gave evasive answers, often lacking specifics, and ultimately refused to refund my deposit. I sent multiple emails, reiterating our original agreement and explaining the situation, but their responses continued to deny my request. Upon reviewing consumer protections on the Citizens Advice UK website, I found that I was legally entitled to a refund within 14 days under these conditions. I informed the company of this, but their responses only vaguely indicated that they were seeking legal advice, with no further communication unless I followed up. After several exchanges, the company stated that various reservation-related expenses—such as interest charges and advertising costs—were the reason for withholding my deposit. While I understand these operational expenses, they are typically covered in the vehicle's selling price rather than deducted from a refundable deposit. I even offered to leave £50 of the deposit and requested the remainder back. Subsequently, the company offered a partial refund of £300 as a one-time exception. For the sake of recovering part of my deposit and moving forward with another vehicle purchase, I accepted this proposal, though I felt the outcome was unsatisfactory. I found the handling of my case to be unprofessional and unfair, given the initial agreement and legal entitlements. This entire process, marked by delayed responses, anonymous email replies, and the company’s unwillingness to adhere to the initial verbal commitment, has left me with serious doubts about their professionalism.