BM Motors Commercial
2 Brunel Road, Saltash, Plymouth, PL12 6LF
BM Motors Commercial
2 Brunel Road, Saltash, Plymouth, PL12 6LF
Unprofessional, unethical, and a direct breach of UK consumer law. \u200bI am writing this review as a business owner myself, and I am absolutely appalled by the lack of ethics, basic human decency, and blatant disregard for UK consumer law at this establishment. \u200bOn Sunday 10th May, we visited to look at a VW Transporter worth \xa313,000. The battery was flat, so we agreed on a \xa3500 deposit on the condition that they would replace it. On Saturday 16th May, I called the shop to check on progress. I spoke to Wayne, who explicitly admitted to me on the phone that they "had not even touched the van at all" yet. \u200bDue to personal reasons, our circumstances changed, and we went to the shop the very next day, Sunday 17th May, to inform them we couldn't proceed. Despite Wayne admitting less than 24 hours prior that the business had spent zero time, labor, or money preparing the vehicle, he refused to refund our \xa3500. \u200bWhat followed was shockingly unprofessional. I was there with my wife and our 8-month-old son. Wayne didn't even have the basic courtesy or respect to offer us a seat. Instead, he stood there making tea and actively pretended he was leaving the premises just to get rid of us as quickly as possible. \u200bWayne repeatedly pointed to the "non-refundable" clause on the receipt. However, under the Consumer Rights Act 2015 (Unfair Contract Terms), a business cannot simply pocket a deposit as an arbitrary penalty. UK contract law states that a trader can only retain a deposit to cover their actual, quantifiable financial losses suffered as a direct result of a cancellation. Because Wayne openly admitted on the 16th of May that absolutely zero work had been done and no parts had been purchased, their financial loss is non-existent. Retaining the full \xa3500 is entirely unlawful. \u200bFurthermore, within seconds of showing me the paper, Wayne openly admitted that another customer had changed his mind overnight for personal reasons and was given a full refund. This proves that their "policy" isn't a fixed rule\u2014it depends entirely on who they are looking at. This selective enforcement and refusal to return funds where no loss occurred breaches the Consumer Protection from Unfair Trading Regulations 2008, which prohibits misleading and unfair commercial practices. \u200bThey saw us, realized they hadn't lost a single penny on the vehicle, and decided they could just take our money. I have emailed the owner directly to resolve this ethically and legally, but I have been completely ignored. \u200bIf you choose to buy from this shop, please be extremely vigilant. We will now be escalating this matter formally to Trading Standards and via Money Claim Online (Small Claims Court) to recover our funds, plus court fees and interest.
Bought from these guys as it was a fairly rare brown LWB transporter. This had excellent service history and despite it having a problem on the way home, their garage diagnosed it within 20 minutes and had a split inter cooler which was fixed the same day, no questions asked as under warranty. You do need to use their own garage in Saltash (which is massive), so just factor that in if you are travelling far. Very happy with the service, including the advisory free MOT (standard for their cars).
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using JudgeService.
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