Not a happy experience with a Ford main dealer. I ordered a Fiesta in mid-April that was delivered last month. In mid-June the salesman phoned me with some finance figures and said that DiamondBrite and chip-repair insurance would be free as part of the PCP deal. Shortly afterwards I checked my on-line order form and saw that both had been included at £399 each; it later transpired that the guarantee for the former had been initiated (but not completed) in April.

I made it very clear, verbally and by email, that I did not want to pay for the DiamondBrite. Shortly before delivery, I went into the showroom to sign the bumf etc, when I was told that the DiamondBrite would be complimentary. I was then presented with an invoice. When I got home checked it over. The DiamondBrite was still priced on it. When the salesman delivered the car, I mentioned it to him and he said that it had to be on the invoice so a guarantee could be issued. A couple of days later I emailed him to formally query it, had to nudge him for a reply, then got a phone call inviting me in so that the pricing could be explained to me. I demurred, so there was a roundabout discussion on the phone, in which the sales manager said that the DiamondBrite cost "had been reflected" in the price of the new car. Eventually he conceded that he could see "where I was coming from", pleaded being busy from end-of-month sales and said he would look into it.

Losing patience, I posted a restrained report on TrustPilot, prompting Head Office to become involved. Eventually a refund arrived unannounced in my bank account.

I remarked to Head Office that had the salesman used email to communicate with me, rather than the phone, there would have been a record of what was going on. I think that the only email he sent me arrived the day after my order - and that was offering GAP insurance.

Now there's the chip-repair insurance. I have another ten days of "cooling off" in which to cancel...

 

24 minutes ago, Marlburian said:

I remarked to Head Office that had the salesman used email to communicate with me, rather than the phone, there would have been a record of what was going on.

That's exactly why they don't use it!  Car sales, lettings agents etc want everything done verbally so there's no paper trail to follow.

At midday today I had an email from Head Office: "I am glad to hear that your issue has been resolved and in a timely process also. We still offer our apologies for the mix-up in the first place and we hope it has not put you off buying from ******** again in the future."

Which prompted a hollow laugh. "Timely" - it took 16 days from my formal protest to receiving the refund. "Mix-up" - oh sure.  And as for buying from the dealer again ...

On 10/7/2021 at 7:01 PM, Marlburian said:

... Now there's the chip-repair insurance. I have another ten days of "cooling off" in which to cancel...

As with the DiamondBrite, this Smart insurance had been put on my initial order form without any mention to me. I didn't say anything as I wasn't sure how far accepting these extras - or not - might affect the quote for the actual car. (In fact, one excuse the sales manager for including the former on the final invoice was that its cost was reflected in the vehicle's price - which I was able to show was not the case appeared.) And I also wanted to maintain some goodwill so that the dealer would deliver the car to my house.

Towards the end of the cooling-off period, I sent a signed-for letter to the dealer, as well as emailed copies to him and Head Office. That was on October 11. The General Manager at Head Office responded quickly and asked me to let him know if the dealer hadn't replied by Wednesday the 20th. On the 18th I got an acknowledgement (sent second-class) from Smart that the cover had been cancelled, so the dealer did that quickly.

On the 21st I  emailed the General Manager to say that nothing had shown up on my bank statement. He immediately chased the dealer and then came back to say that "the accountant at  ****** has just advised me that he has the refund paperwork on his desk and it will be processed tomorrow. In the unlikely event it isn’t in your account by Tuesday then would you let me know?"

It hadn't appeared by 1720 today, Wednesday, so I emailed the General Manager again. He was working late and quickly checked with the dealer, who told him he thought that I had requested repayment by cheque, which "was in the post". The GM expressed surprise at this and said that he had inferred that I wanted the money refunded direct into my account. As indeed I had, and I was able to refer him to the relevant wording in my emails and letter.