Jabar

Expert Review: Vehicle Return Experience

My experience with Maxwell Motors, following the purchase and subsequent return of a Toyota RAV4 (registration NK54 UDX), provides a valuable consumer case study in resolving post-sale vehicle faults under the Consumer Rights Act 2015. Initial Purchase and Vehicle Faults I purchased the vehicle on June 17, 2025, for £1,400. Problems began immediately, including difficulty restarting the engine on the day of purchase and the engine management warning light activating the next day. After reporting these issues, Peter from Maxwell Motors initially advised a local mechanic assessment, offering to cover repair costs. The inspection identified: - Extensive underbody corrosion - Perished suspension bushes - Fuel tank and drive shaft leaks - Faulty front brakes - An engine management fault due to a defective EGR system The mechanic plainly stated the car was unfit for purpose and would fail an MOT, with repair costs likely exceeding the car’s value. Communication and Interaction Correspondence was both formal (letters) and informal (emails with the same content). Despite promptly notifying Maxwell Motors—and referencing my legal rights to reject the car under the Consumer Rights Act—a consistent and responsive level of customer care lagged significantly. - First Letter (24 June 2025): Detailed the faults, attached photographs, and formally rejected the car, requesting guidance and a full refund. - Second Letter: Acknowledged a written refund offer from Maxwell Motors (conditional on vehicle return) and highlighted the car's unsafe condition. Requested the dealer cover collection costs and a timely refund. - Third Letter: Sent after a week with no collection confirmation, reiterating demands for collection and a full refund. The letter provided firm deadlines and outlined further steps, including complaints to Trading Standards and the Motor Ombudsman, small claims court action, and public consumer reviews if the dealer failed to comply. All letters were also sent via email to ensure traceability. Delays and Collection Process After the third letter, Peter contacted me to arrange collection the following weekend, but no collection occurred. The pattern repeated the next week: a promised pickup did not happen, and I had to call again for an update. It was only on the third weekend, after yet another phone call, that the vehicle was finally collected—on August 10, 2025. Financial Impact As a first-time buyer, the drawn-out process left me liable for two months of road tax and insurance (including admin fees), representing around £300 in avoidable extra costs that resulted directly from the dealer’s persistent delays and lack of clear process. Professional Assessment Strengths: - After persistent follow-up, Maxwell Motors eventually honored their offer for a full refund of the price of the car and collected the vehicle at their own cost. - Initial staff interaction was polite, and a refund offer was made in writing. Weaknesses: - Significant delays and lack of proactive communication on the part of the dealer prolonged the stressful situation. - Repeated missed collection appointments forced me to continually follow up, wasting additional time and money. - The vehicle was sold with defects so serious that it should not have passed a competent pre-sale inspection. Overall Impression My experience highlights the importance of thorough pre-sale checks and robust after-sales support. While Maxwell Motors ultimately accepted responsibility, the process was unnecessarily protracted and costly for the buyer. I recommend that prospective buyers: - Check vehicles thoroughly and consider third-party inspections, especially with used car dealers. - Document every interaction in writing and email for traceability. - Be ready to assert your legal rights persistently in the event of faults.