Michael Foreman found a great deal on a new BMW 3 Series Touring through Gateway2lease, and quickly ordered the high spec 330d M Sport model.
However, the excitement of getting his hands on the brand new £38,000 car wore off pretty quickly when he was presented with a motor that looked anything but fresh from the factory: it arrived filthy and sporting damaged bodywork.
He immediately contacted Gateway2lease, which assured him that Dick Lovett BMW – the supplier of the car – would sort out the problems.
The full extent of the damage was revealed when Michael washed the car: stone chips to the nearside rear wheelarch and a scratch to the door pillar. He then sent photographs to Gateway2lease, and eventually Dick Lovett BMW paid the £630 repair bill, but Michael was still without his car for two weeks.
However, that wasn’t the end of the matter. The BMW started to snake on the motorway, so Michael checked the tyres and saw that the nearside ones were Bridgestone while those on the offside were Continental.
This didn’t fit with BMW’s recommendations to ‘use only tyres with a single tread configuration from a single manufacturer’. Michael wrote to Gateway2lease rejecting the car on the grounds of undisclosed damage. His rejection was refused. Frustrated and wondering what could have happened to his car, Michael called Helpdesk.
We contacted Gateway2lease, but the firm said it had no record of the damage upon delivery, and added that its pre-delivery checks do not cover tyre brands. There was no way of proving when the damage occurred or how.
We then appealed to the leaseholder, Network Leasplan, which was more understanding. The company has agreed to change the BMW’s tyres, and is currently negotiating a goodwill gesture with Michael in light of his unfortunate experience.
What if this happens to you?
- Before you drive off in your new car, inspect it thoroughly, in clear daylight. If you notice anything untoward, don't accept the keys or sign any paperwork.
- Take photographs of any damage or anything else suspicious at the time of delivery, and inform the seller that you will not accept the car in its current condition.
We've prepared lots of useful advice, including a full guide on warranties that could help you with either a new or used car.
If you need our help, email us at firstname.lastname@example.org with a few details and we'll be in touch.