Dispute over Payment: Customer Claims Overpriced Repair at Arnold Clark Led to £230 Shortfall in Refund
Swap out your car troubles for finesse every Tuesday with our Money Problems segment here on our blog. Send your dilemmas to [email protected] for a chance to see them addressed.
Let's dive into the issue we've received from reader Colette Masters...
She purchased a new ride from Arnold Clark Renault Liverpool on March 19, and the old car's finance was meant to be settled as part of the deal. Oddly enough, four weeks later she was still hit with a monthly payment for the old car. After reaching out to Arnold Clark, she reports receiving a less-than-impressive customer service experience, with the rep suggesting a coffee cup might be offered to make amends.
We sure do apologize for Colette's experience - she shared all her correspondence with us, and it paints a rather grim picture.
We started investigating by getting in touch with Arnold Clark's press team. They claimed to be working diligently on resolving Colette's complaint, and we're crossing our fingers and toes that it'll be swifter next time.
We caught up with Colette to provide an update, and she mentioned Arnold Clark had offered a full refund for the overpayment.
Now, you might be thinking: "Hasn't this company had enough attention to get their act together?" And you'd be right — it's high time we discussed some strategies to handle these situations in the future.
With help from consumer resolution expert Scott Dixon, here's what he recommends to bring a resolution in a case like Colette's:
Dealing with a botched car purchase is like diving into a shark-infested pool, but with Scott's advice, we can make it out the other side:
Step one: Take it to the top
Cast a wide net and lodge a formal complaint addressed to the CEO or other key officials. Responsive companies often escalate the complaint, so it might just be the nudge needed to hear your side. To find their contact details, search on LinkedIn, RocketReach, or even Google. Don't forget to include a clear timeline and all relevant correspondence as attachments. Reference the firm's promises made on their website and explain how their services fell short.
Blank coffee cups won't help in this case. Scott suggests requesting a written apology for the poor handling and customer service, as well as a refund for the £230 charged as a result of the delay in settling the finance. Additionally, seek assurance that no adverse credit reports have been made due to the dealership's negligence. Set a deadline of 14 days for a response.
Step two: Connect with lenders
Spread the word to both lenders, explaining the situation and asking them to overlook any missed payments or defaults caused by the dealership's mishandling.
Step three: Keep an eye on your credit
Monitor your credit file closely in a couple of months to ensure no errors or inaccuracies have been made due to the dealership's slip-ups. If any are discovered, request a "Notice of Correction" be placed on your file to provide context for lenders.
Step four: Share your story
Speak up and leave a review on Google Reviews to warn others, while also reporting the dealership to Trading Standards.
Remember: This advice is intended to give an overview of the key elements to consider, but is not financial advice itself. If you're experiencing similar troubles, feel free to contact us by WhatsApp or email with your Money Problem.
Best of luck, and remember — stand your ground!
Personal finance issues can extend beyond car purchases, thus it's crucial to be aware of potential war-like scenarios faced when dealing with financial institutions. For instance, Colette Masters was still charged for her old car's finance despite buying a new one, causing her financial distress.
To tackle such situations, Scott Dixon, a consumer resolution expert, suggests taking it to the top by lodging a formal complaint addressed to the CEO or key officials. This might initiate a swift response to your issue. He also advises requesting a written apology, refund, assurance of no adverse credit reports, and spreading the word to lenders. Lastly, he urges keeping a close eye on your credit report and sharing your story to warn others, if needed.
