Will We Ever See Honesty In The Motor Industry?
Monday, 10. September 2018
When I first started to write my report on Personal Contract Purchase I did it as an aid for viewers of the Rip Off Britain programme that featured me as their expert dealing with cases involving members of the public who had been treated poorly by either dealerships or finance providers.
It was to be two pages of bullet points at most. 10 months of investigation and re-writing later and we now have a 200-page report stored under the heading of Rip Off Britain Crib Notes – it’s more like War and Peace. But the one main message that comes through is the lack of clarity, probably because of a lack of education on the part of those selling the product as well as those taking out PCP contracts.
The second seems to be the need to be dishonest. If you download the report by visiting www.grahamhilltraining.com you’ll see what I mean. You’ll also have one over on the dealers as you will probably end up knowing more than them. I don’t know what it is, whether it is considered to be good marketing or simply meant to confuse customers in order to make the sale.
Take my latest battle over the extension cost of my Mercedes with MB Finance who rather foolishly have decided to take me on. I won’t go into detail yet, it will get reported in the press when I get a result, but in order to prevent the case going to the Financial Ombudsman Service they offered a sum of money as a ‘Gesture Of Good Will’. Instead of admitting that what they were doing was illegal and simply come to an arrangement they offer a ‘Gesture Of Good Will’.
The fact is that I never ever accept a ‘Gesture Of Good Will’, because I’m either right or wrong. If I’m right – and it is normally over a legal matter – I expect an apology and a full payout. If I’m wrong I will stick my hands up and admit to being wrong and pay any penalty but offering a ‘Gesture Of Good Will’ will only get my back up!
What really got me started on this subject was an announcement in Business Car in which 2nd biggest Contract Hire company in the UK, LeasePlan, announced that they were to start remarketing used ex-lease cars online under the name of carnext.com. Nothing wrong with that I was a director of Carsite that eventually was re-branded Tesco Cars that did exactly that but 10 years ago.
What annoyed me was that they say in the piece:- that every car comes with a 14-day money back guarantee as though they are offering some special benefit. As the cars are bought online and delivered to you the cars are automatically covered by the Consumer Contracts regulations, formally known as the Distance Selling regulations which means you have a legal right to return any goods you don’t want for any reason within 14 days. Not an exceptional added benefit. Just be honest.
They then go on to say that every car comes with a 1-year warranty. No, they don’t sunshine each car has a 2 year EU Guarantee attached to it. Whilst we are in the EU the 2-year guarantee is still in force which means any trader selling any product, new or used, must come with the EU 2 year guarantee. So not only have they turned a legal obligation into an added benefit but understated it! Grrr – winds me up! By Graham Hill
