I told him this HUGE BILL was NOT covered under Warranty! His response was a surprise!

You won't believe the outcome of this Used Car Customer Claim!

[@johnleary1963]

If I was the customer I would be delighted with your offer James. The absolute right thing to do. Well done. These kind of reparations will help your reputation grow and grow. Keep up the fantastic work. 👏

[@ChopsGarage]

Thanks John

[@MRPUD1]

I wish there were more garages like yours . I remember the first car I bought was a Citroen xantia nice car but after 6 weeks the Thrust bearing on the clutch sheared off . Luckily the garage were I took the car was a guy I did some training with . He argued my corner as they owed money because of another issue that popped up . Needless to say he told them it was a mechanical failure not wear & tear. So seeing you has just proven that if you play fair things will work out . But ekk 8 hours to change a CAT is barmy it doesn’t surprise me .

[@paulb1034]

James, 4 weeks was indeed too soon after the sale, it was sensible to offer the various options to the customer that you did. I've commented before that your warranty wise warranties aren't worth it, take the risk yourself, your growing turnover of vehicles now justifies that stance.

[@livc444111]

As a customer I would be fuming but I would understand that cats aren't covered under warranty. The dealer offering to pay something towards the repair would be a nice touch.

[@jackcameback]

With that kind of customer service, I would buy a car of you in a heartbeat!

[@ChopsGarage]

Thank you

[@pauledwards7553]

Dont forget the old cat could have a lot of value. Makes sure you get it back so you can recoup some costs. I think you were very fair with them.

[@jamesroberts4836]

Good point

[@JohnSmith-xx5ou]

MEOW, MEOW, MEOW

[@ryan176eircomnet]

50/50 on the repair or take it back is the very most you should do and that's generous. Buy new if you want full warranty

[@gm1777]

It’s not just a brake light switch anymore, it’s a brake pedal position sensor. The abs looks for the input of the sensor so it knows the vehicle speed is reducing because of braking pressure being applied.

[@msp124]

James, the ABS problem 100% is the brake switch. I've had 3 Rav4's same shape, same model, same age (just that my cars had done a little more miles) and same issue. The ABS issue was resolved by replacing the brake switch in a of them. The brake switch going in this model Rav4 is a common and known fault. One of my Rav4's has 214000 miles and is still purring away. Hopefully this comment leaves you feelin a lot more at ease and a little profit in your pocket for the trouble you've been through... BTW if anyone needs a course in customer service, your channel and the way you handle situations will definitely be something to recommend watching and learning from.

[@ir7802]

Yes you are correct. We have also had a few like this and brake switch sorted

[@markturner9809]

James as always MORE than fair - that is excellent customer service 👍

[@smoothmicra]

Agreed, I'd bite his hand off for that deal!

[@stephendavies7805]

Highly debatable,,,,,, being honest and fair has benefits,,,,,,,,,,,,when u put your head on your pillow at night your conscience is clear👍🏴󠁧󠁢󠁷󠁬󠁳󠁿

[@richardhobbs7349]

More than fair ! Can't see many dealers being as generous 👍 great channel 👍

[@pauldeavall9157]

You must be the only dealer that goes above and beyond fair price warranty work hopefully you will get many more sales on this wish you well in your business

[@sweeney125]

Hi James, the way you consider these things and the options you provide post-sale are admirable. If I'm ever in the market for the kind of car you sell I'll be buying from you - and that despite the distance. Trust is a very valuable commodity & you'll continue to build a successful business treating your customers this way. PS. Love the videos even though I've absolutely nothing to do with the trade.

[@ir7802]

As a garage owner and car dealer for over 20 years. I would agree with you on offering a full refund but 50/50 is also very fair. Customers have to understand that an old second hand car is like pay as you go! It cost a fraction of the cost of new and they expect a full warranty on every item....

[@scotspie501douglas7]

well done on your offer great result and customer will come to you as your honesty is fantastic

[@Tomoose1985]

More than fair as always James, can't fault your approach 👍🏻

[@paulmuff9883]

One of the reasons I follow you is because your a decent human being that’s always fair and your decision just proves my judgment of you is correct 👍😀

[@Jester-Riddle]

A new Cat adds slightly to the resale value of the car (as it removes a risk from a future sale), as does the ABS repair, so the offer of a 60/40 split of the cost seems pretty reasonable in the circumstances. I am uncertain, but might a new Cat not also improve performance/efficiency of the vehicle, in which case there is a definite Customer gain in these days of fuelling with liquid gold ... ? Offering to unwind the whole deal as a baseline offer underwrites the fairness of the offer and the Customer seems to happy with the fundamentals of the purchase. I would say that you got it right in the difficult circumstances.

[@Lou_Kyr]

Another great video and amazing customer service from you. I would have been very pleased if I was offered that solution. Hopefully you get the Abs issue sorted

[@whitemoor66]

Superb customer service yet again. Wish there were more used car dealers like you!!

[@michaelbrownlow9577]

If I were the RAV 4 punter I really would have been hacked off and told everyone I knew how hacked off I was. The way you have handled this will mean the Toyota guy (who sounds a decent chap btw) will be talking about Chops Garage for all the right reasons and I expect you will reap dividends from your good turn. Well done for being the voice of reason - you know it makes sense…. 👏👏👏

[@brentfarvors192]

Hell! I'd buy a car from him, and I live in the USA!!!

[@johnturnbull7798]

You are an honourable car dealer. There was no need for you to do anything toward the repair but you take care of your customers and it shows. You deserve a good reputation and your offer was more that fair.

[@scottclark2107]

You done more than many would do James your an honest salesman by far 💯💯💯 if only some of these others KZbinrs traders were like you

[@daviddominiak7790]

Wow more than generous I think! Great customer service and doing more than most would do, take care and see you soon on the next one

[@cliffsixty2]

I think you’ve been more than fair, I wish there was more dealers like you.

[@ChopsGarage]

Thanks Cliff

[@giulianomarco]

I guessed you'd go 50-50, James - so your offer of 60-40 was more than fair. I'd hope you'd get it all back (on other sales) by word of mouth and an excellent reputation. You're not soft mate, just a damn decent bloke. I'm enjoying going through all your back-catalogue, btw! I subbed when Hubnut visited you. Shout out to all the South Molton Massive! 😁👍

[@christophergarrett8455]

You are a top man,your integrity is spot on

[@ianbutterfield1019]

Fantastic customer care James!

[@sammytheseal2307]

Certainly more than fair resolution there James I think 👍 Just a shame for both parties that it's happened but you've dealt with it impeccably as usual. Normally I'm on "team toughen up", but when someone has paid £4000 for a 16 year old car I'm a bit more sympathetic

[@ChopsGarage]

Thanks Sammy

[@goozerman1]

i think a 50/50 split would of being fair, as ive being wheelchair bound for over 6 years and can no longer drive ive still got the thought that 16 year old cars are mainly sub 1k, having watched james n tyre kickers plus others im amazed how expensive old cars have become, there lies the problem, folks are paying over the top prices thus have over the top expectations, both sellers and buyers are caught up in the merry go round of we buy any car, they buy the cars then sell them via their auctions or newer cars via cinch, to much power, im starting to waffle, james you were more than fair.

[@ChopsGarage]

Thanks! Unfortunately even when selling at 1k expectations are normally sky high

[@abitoria3310]

you are a very fair man to offer the two options.well done

[@rickallsager4487]

What a legend could not of picked a better way of dealing with the issue you have again shown that you are always putting your customers 1st and by doing so help bring in more sales 👍 👏

[@bellend69]

You are always more than fair with your customers. Far better than most dealers would be. Your issue is you sell the cars to cheap in the first place which makes your margins far to tight.

[@adamlewis1905]

Could be worth checking the scrap price of the old catalytic converter, might cover some cost

[@rickydub6950]

Excellent customer service and forward thinking 🙂👍

[@johnelbro127]

Sign of a true business man and honest👍👍👍

[@geebee6737]

I'm sure you already know you've done the right thing. I paid over the odds for a 4yr old motor from a main dealer but justified it by telling myself if anything went wrong I'd thank myself later. 3 weeks into ownership and 300 miles away from home it went into limp mode.....EGR issues due to stop start school runs by the previous owner. £1,200 to repair and dealer sucked it up so any extra I'd paid over the top I recouped in that one job. This one minor loss for you is worth hundreds in the long run if people trust to deal with you. You appear to have the right mindset so I'm sure your business will flourish 👍

[@ChopsGarage]

Thank you

[@neildaniel8232]

I was in the same situation with a then 8 year old Nova (that dates it...) that the exhaust started blowing 2 weeks after buying it from a main dealer. They offered a 50/50 on a whole new exhaust and I took that offer as it seemed fair. So your offer of 60/40 is roughly what I would expect in that situation: you keep a customer happy and the customer gets a fresh cat for a bargain price.

[@richishere82]

I loved the nova 😜

[@pussinboots1145]

You could have just replaced the exhaust with a hose pipe :)

[@douglasstarr5620]

Top guy yet again, well done James..

[@justynabrzuchalska19]

What a good man offering what you did!

[@theanvileers454]

More than fair offer and I’m not surprised he’s took you up on it. Many dealers would have been hard faced and blown them off. Credit to you

[@ChopsGarage]

Thank you

[@petershepherd6889]

I think what you have suggested to the customer is spot on and you should be proud of the way you are conducting your business.👍. Just hope the abs fault is a quick fix. I think I would get the electrical contact cleaner out and clean the sensor plugs.

[@nickcoppard5335]

Abs rings common

[@timg9502]

You are doing the right thing for your customers and your business 👏

[@timcollins380]

You are more than fair James and its a very generous offer. I agree that reputation is very important. In any business, its not about what goes wrong, its about how you recover the situation that will either enhance or ruin your reputation.

[@stephenwestley1017]

Sadly we live in a society where expectations are far to high. What do they want on a car that age & at that price.

[@flippingcars101]

Hello mate..sounds like sticking to the right prices on cars are worth sticking to as it might mean you walk away with a little bit of a profit but if it was me I’d probably just offer them a full refund as it’s only been 3 weeks or maybe 🤔 see if they happy to do a 50/50 on the repairs as they got the car under the retail price.

[@philliphaylor1590]

I really think you are being extremely generous on this deal ! I'd definitely buy a car from you !!

[@stuartyaxley5308]

Spot on with how you handled this.

[@cabottaxi]

I thought the cats on Toyotas were easy to remove. Seen them being taken off Prius models in 2 minutes by guys on motorbikes.

[@David-xc4us]

The customer sounds like a genuine guy so I think it’s good business to look after him but I think the primary lesson is to retail EVERY car u sale at the correct price no matter what ur margin is….if u get a bargain it doesn’t mean u pass it on

[@jasonhobbs5611]

Correct David, if he gets a bargain he should squeeze every penny out of it and start sticking to his asking price as the after sales service with him is second to none. I'd buy a car with confidence off James without giving it a 2nd thought after watching his videos

[@italsounds001]

Very fair offer James, and another reason why I will happily recommend you, and come to you next time I’m after a run around, even though it’s a bit of a hike from here in Worcester 👍

[@philsagar2373]

THIS IS HOW TO SELL CARS, nice one James, far too many used dealers would wash their hands of it once sold, nice to see someone taking responsibility and having happy customers, they will come back and buy again so good housekeeping.

[@id70b40]

Hey James, I think you are right to have offered what you offered for the Rav 4. Perhaps a 50:50 split in that instance would also have been fair. Ideally I think I’d have pushed for the full refund option and traded it out for a guaranteed small profit and zero comeback. I’ve always found that cars have a seven year itch….. it’s at seven years + where the cost to maintain increases beyond normal servicing…. So a 14yr+ car will have double the itches. Lastly 8 hrs to replace a cat?…. Unless it’s an engine out job, that sounds excessive

[@aaronjames2159]

I also think 8 hours for the cat is a bit on the pricier side. The garages these days just charge you however long auto data thinks it’s going to take unfortunately.

[@SuperMauricem]

50/50 would of been fair, but as a trader you will get good customer feedback and recommendations

[@ruk2023--]

If I’m buying a 16 year old car for less than 5 grand then I know that something could go wrong after a day or a week that can’t be predicted. You win some you lose some. If a warranty covered it then happy days but I would not be asking the dealer to cover it. It could have been fine for another year.

[@sammytheseal2307]

4 grand is a lot for a 16 year old car.. whilst I do agree it's cheap as it was below book, remember the average end of life vehicle is 13 years old, and most of the time when you say "16 year old car" - about £1000 comes to mind...

[@ruk2023--]

@@sammytheseal2307 is it? I don’t see many 4 grand Ferrari’s around at that age. Age doesn’t depict value and an exhaust is a consumable part. They wear out.

[@stevenmcgough8043]

Good approach dealing with these situations as normal as long as you and customer are happy it’s the best way

[@stewyj2893]

Awesome customer service and 100% agree, that cat hasn't rotted through in 3-4 weeks. I am also always mindful when watching you James, your an honest dealer and you show worts and all, however gaining sales from awesome customer services is a great thing and I wish you all success, just be careful those sales don't come because you get a reputation of being a soft touch.

[@focusrssteve]

I'm not in the business, but from my point of view an exhaust is not covered by warranty, and if one failed on a car I had bought, it would be on me to cover the costs, hope that helps.

[@sammytheseal2307]

If it was a £1000 car, they can whistle. But it's a £4000 car, it's bad fortune but sadly I think it's going to have to come back unless you strike a deal for the buyer to keep it as it is and ignore the fault until the MOT. And this is a prime example of why NOT to sell cars below book value.

[@roystonvehicles9129]

Yes bud your right, I'd have taken the dpf off and welded it up and not charged them.he's loosing out big time outsourcing work, it's not really viable on old cars, only thing I farm out is clutches to big gaz at 100quid labour, but everything else is done here, its prop off on that rav but its not a hard job, weld dpf up, job done.

[@sammytheseal2307]

@@roystonvehicles9129 Yes likely no reason to replace it but I expect the garage aren't going to want to do a repair that might not last as they'll be down on the labour if they have to do it again. But I defo agree mate that's the way forward if doing it yourself

[@roystonvehicles9129]

@@sammytheseal2307 yeah, you can't really be chucking a new dpf on if the old one is OK on a 06 or 07 car, tbh I can't understand how the cats holed there usually megga tough, I'd have had up on the ramp and assessed, some gypsies tried to steal a cat off one of my cars a while ago, they'd got half way through it, anyway after the fight I welded it up, I didn't take it to my local exhaust centre and buy a new cat.

[@sammytheseal2307]

@@roystonvehicles9129 It's going to be £850 or so incl VAT, so about £725 before VAT, customer paying 25% of £850, I make that £725 - £212.50 about £500 out of James' pocket once he's claimed the VAT back.. ouch! Had he sold it for book price with the same resolution he wouldn't be any worse off as he would have made the extra £500 at sale 🤦 So that's £500 below retail, then £500 on a warranty claim, now we've got a very narrow margin to work with for the remaining "6 month consumer rights chops garage warranty" with £1000 already spaffed up the wall.. let's hope that brake switch sorts the ABS issue! Then again, does a holed exhuast render a 16 year old car unfit for purpose, hmmm, not sure about that. It maybe a big job but does it have to be done? Bit like the heater flaps on that Silver Alfa a while back..

[@roystonvehicles9129]

@@sammytheseal2307 yes mate, I'd have deffo tried to weld a patch in situ, James is always doing the right thing to his determent, all this good rep thing is OK but at what cost? Nearly all my sales are fresh Internet ones from all over the country (someone's coming from the Isle of Wight for a freelander) so word of mouth rep is useless. As you say his garage wants a new one on as they know a patch is not mot able on a dpf.

[@blairarcher8952]

Think your a very honest person .Good luck to you .

[@Bromleycrosslife]

The way you have handled it in my opinion is spot on. You offered a full refund so straight away perfect service plus an option. Most would just wait for the small claims to drop through the letter box

[@philbreakspear1027]

You can’t be expected to do more than offer a full refund James, offering to pay the lions share of the repairs is going beyond fair, especially as it was well below book in the first place, well done on that, it will pay dividends in the end with the reputation you are building….😀

[@alandalley4963]

I think you are being more than fair but I can see the logic in what you are doing. As long as you are not loosing money the reputation is far more important

[@MrFlyingguy]

such an honest guy. And you are right, your reputation will serve you well in less than 12 months from now..... and you fairly deserve it.

[@michaelclarke3684]

Excellent options for him James I’d be well happy with that

[@jonb8241]

You are a Top Bloke.... honest and trustworthy !!

[@grahammarston8943]

Excellent choices given to the customer , respect, your reputation has been boosted by your actions in this dilemma, nice to see there are still honest second hand dealers out there 👊👊👊

[@ChopsGarage]

Thank you

[@victorroberts4560]

You are a very honest guy well done.

[@ChopsGarage]

Thank you

[@joehopkins1889]

Well done very proud you did your trade well wish there was more garages like yours

[@martynbagnall9605]

Top man James. It was the right thing to do and I would have gladly accepted that offer to pay for the repair. That's why you will keep a good reputation with your mindset and fairness.

[@IanM18]

James, unlike many dealers, you realise that business is more than just selling cars and reaping the profits. You have a conscience and look at problems that arise from both sides of the story. Your offer is more than fair and, as you said, this stance will definitely lead to more sales for you from word of mouth alone. You're a rare breed! Keep it that way and your business will thrive.

[@mrcarprigs]

very fair choices offered there. Nice to see a seller trying to make their sales honest as there are so many crap one's out there . And with it i'm sure you'll attract more business.

[@clanger_6870]

Option 1 is exactly what was going through my mind. Very fair and minimises losses for both of you

[@hugobloemers4425]

James, you have been fair again and creative as well.

[@andynightingale7335]

I think that's fair enough, I'd be happy with that as a buyer with a car that developed a costly issue. Credit to you for being willing to meet the guy halfway, and offer an olive branch to sort it out.

[@RichieRouge206]

Subscribed from when I started following you. Your attitude is so refreshing compared to the majority of car stealers these days

[@robertmorris5214]

Well done James excellent offer

[@tonyweavers4292]

I've watched several of your videos now and have subscribed. I love how transparent you are with prices and markup and pitfall details. I would certainly buy a used car from you.

[@ChopsGarage]

Awesome! Thank you!

[@acoustic-gymnastics]

good on ya brilliant stuff from edinburgh scotland

[@chryschrysostomou5392]

Your offer was very generous. If I was the punter, I would be very happy with this, and I would guarantee you, I would be back for another car from you! Well played mate! PS. That Yeti is a diamond!

[@EngineerLewis]

I think you have stepped up honestly and made a very reasonable offer. Change your checking though of vehicles - fresh MOT every time and make sure they are OK. Of course sometimes they come back to bite and that is life! You have not lost any support however, James, with this offer. Very refreshing to see an honest car seller.

[@gregholman769]

That seems like a reasonable deal to me, and with your mindset and honesty I would most certainly buy from you. Like you say in reputational value terms you will reap lots more profit in the long run. Keep up the great work and these videos 😊

[@ChopsGarage]

Thanks Greg

[@gerardlawler6763]

Hi James, as usual....You have been more than generous with your offer.

[@DABroke]

Both offers were logical and sensible and uphold the customer care values of your business, so well done and I am sure that this sort of approach will only help to build your reputation as an honest and reasonable dealer.

[@jonathanbliss3708]

Excellent customer service.

[@johnmcmahon4364]

Great offer James, this is the way to get good feed back, you will do well and get more custom

[@andru9102]

No I have heard your offer, I think you were exceptionally generous, particularly as you do not know what the ABS fault will only turn out to be. Having said that, I am local and if I needed a secondhand car I would definitely come to you!

[@Carl_Thompson]

What an honest car dealer. A rare breed indeed

[@johnhanson6155]

You sir are a true gent if o was looking for a car and lived your way I'd be coming to you 👍

[@dipeshpankhania]

Spot on with your options. We would do exactly the same thing.

[@10rGreenninja]

As always you are being very fair with your customer, the options you offered were fair and reasonable.

[@paullythgoe244]

You definitely went the right way offering him this

[@steerpike50]

I have had so much trouble with second hand cars, dealers and mechanics i now lease a new car every three years, but if i ever want a second hand car in the future i will definitely be calling you , you gave very good and honest offer . its great to see honest business for a change .

[@ChopsGarage]

Thank you

[@MrMark00024]

Yeah you did the right thing there. I have been on the other side of that when ABS unit completely went a few weeks after getting the car. Garage sorted it for me but really it's down to the garage to at least do a check and let the buyer know if there are any major issue like that.

[@petercresswell9517]

Well done great options for the customer

[@alanedwards3180]

Your a gentleman James , I understand your dilemma due to the short time since the sale of the car . To be honest I was thinking 50/50 on the bill would have been more than fair , so I'm not surprised the customer was happy , pity I live so far away from you , I would happily purchase a car from you . Top man 👍

[@anthonybowell3794]

if i was the customer I would be very happy with the deal you offered and everyone I spoke to about cars I would recommend yourself as a top bloke and a super fair business man

[@paulpalmer8235]

Very very fair what you’ve done 👏

[@christapp4877]

Two very fair offers James, as you said you will retain a loyal customer who will also hopefully promote you in the local area too

[@user-te1le7ck6b]

James you are a credit to the industry , shame 90% of others are not the same , im not surprised the owner bit your hand off , great result and karma for you.

[@mrcogginsgarage7062]

Good on you James very fair offer 60/40 split . And the brake light switch not only controls the stop lamps but sends the actuation signal to the ABS unit so will definitely flag up an ABS fault light Some Toyotas have two switches on the pedal box.best to check both.