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!

[@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.

[@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 .

[@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

[@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.

[@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

[@mini_special]

Not related, but really nice to see you James talking about this, instead of the hands in for the length of the video. I prefer this format, when possible and convenient for you.

[@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.

[@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 👍

[@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....

[@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.

[@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

[@markturner9809]

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

[@smoothmicra]

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

[@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

[@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

[@S-P-1-h1r]

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

[@devilmahon666]

Unfortunately James as it’s failed within the first 28 days I don’t think you are going to have any choice but to either pay for the repair or get the car back and refund the customer. I’m assuming the blow is bad enough to be an mot failure and therefore not fit to be on the road.

[@colliehouse3133]

👍🏻

[@adamlewis1905]

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

[@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!!!

[@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 👍😀

[@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 :)

[@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.

[@enzoangelo1161]

Definitely do the job. If it’s cheap you would do it. Just because it’s a higher cost it will still be your responsibility under law. It didn’t happen in those 3 weeks

[@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

[@andrewcahill4858]

Hi I have rav 4 2007 .mine been in garage with abs and vcs light on turned out was brake switch .garage told me common fault

[@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.

[@paultaylor9652]

I think most dealers would say your to soft, but your building a business to get a good reputation in your area. The buyer couldn't have been offered 2 better outcomes, let's hope that's it for the Toyota.

[@stephendavies7805]

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

[@worldhello1234]

@14:44 You are really something else. Let's hope it pays off in the long run and you won't just get a bunch of Karens that take advantage of you.

[@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

[@KingfisherMagneteers2022]

hi, after watching most of you KZbin's, you have made a rod for your own back here. You have continually covered costs to satisfy customers, people have now seen your video's, they will probably come and buy from you because even if its not covered you will pay up. You have been told time and time again about this. After watching your channel, if i had purchased a car from you with a fault that wasnt covered by warranty so soon after purchase, i would expect you to pay! If you refused i would say " why not, youve done it for others ". They knew the legal obligations when purchasing. Their problem, they pay!! now un pause to see what you've done !

[@SAVING_ICONIC_MACHINES]

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.

[@rosswalker3284]

2019 a rav4 2006 £1200 tops price hikes in cars now is a joke for junkers

[@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.

[@z_trizzy2timesg630]

I would expect you to take the car back with full refund provided

[@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! 😁👍

[@dandare8225]

James I think you did the right thing,profit can be made in future,once reputation is gone it's gone!!!However I do think you sometimes put pressure on sale prices,i.e the Rav 4 could have been £4995 allowing breathing space,you cannot stack them high sell them cheap,you sold 21 cars last mth how many less would you have sold if you had increased the margins,profit for sanity,volume for vanity.plus one man band you could became a busy fool.Great channel, keep up the good work.A very happy subscriber.Cheers

[@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.

[@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.

[@jamesstevens3391]

Hi james i would do it ,to keep customer hwppym

[@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.

[@HighPeakAutos]

This is the problem with this job, the general public and the CRA. Its a 16 year old car. They should buy new next time.

[@ChopsGarage]

Trouble is CRA is designed for toasters and jeans not cars. Take the distance selling rules , we carry the cost of delivery and return if they simply decide dont like the colour with 30 days. And then you have a CRA that appies the same to 100k 1yr old bentley as does to £500 20yr old Corsa, with everything left to a judges discretion as to whats fair on age and miles! We need a cut off like in states and auz. Certain age and miles its sold as is end of! Maybe 30 days max for major mechanical. And if you opt to buy newer with no warranty you can and your on your own.

[@HighPeakAutos]

@@ChopsGarage exactly. Trouble is, it was written by people who haven’t got any experience of the trade. I should watch more of your videos but it just winds me up… I deal with this sort of thing all day long at work as you know. I can relate to every story. I hate to keep moaning about it because you just come across as a moaner but it’s a subject which seriously needs addressing.

[@HighPeakAutos]

@@ChopsGarage I got some advise years ago from another car dealer who advised not to focus too much on keeping the customer happy because as he said, most are not loyal. If they see the same car a few hundred quid cheaper elsewhere they’ll forget the good turn you did them and purchase that one instead so why bother 🤷🏼‍♂️

[@ChopsGarage]

@@HighPeakAutos unfortunately as you say we are just considered to be trying to dodge repairs and pocket more cash, but reality is its out of date and inappropriate. It hurts those its designed to protect as we end up throwing the sub 5k buyers to the wolves of private sellers with no comeback! I get asked everyday for 2k 3k cars, just can't risk it anymore. I do advisory free mot, service, test drive but know that wont be enough if clutch goes 4 months later on 2k 125k miles 20yr old fiesta.

[@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

[@petewatson4093]

Hi James, Pete from Turnbridge Autos Ltd-Snaith I'd suggest 50:50 on the bill as a good will gesture 👍🏽 Your approach is very honorable 🎖

[@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.

[@martinSteelyZero]

For me, it’s only 4 weeks so I’d expect the dealer to pick up the tab unfortunately. That said the car was well under book value. Perhaps refund, get Cat done and sell it for full book price?

[@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

[@video99couk]

6:46 Still have the original cat on my 1994 Toyota Celica, they're not all bad.

[@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

[@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.

[@cliffsixty2]

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

[@ChopsGarage]

Thanks Cliff

[@nathanspeers9616]

I would be unhappy if it’s less than a month. I would want a 50/50 cost at least.

[@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

[@tezzmond22]

Split the bill with the customer fairest way to go

[@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….😀

[@daveswarbrick5576]

Very fair solution James, you might not make any money on that car, but in the long run if anyone they know is after a car, i'm pretty sure they'd recommend you, or would come back to you in the future for another car. In this day and age good customer care and service goes a long way ,it's easy to get a bad reputation, just upset a few people and word spreads fast .

[@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

[@brentfarvors192]

Options you presented were more than fair...However; I PERSONALLY would have attempted to buy the cat myself, and install it; IF you would have paid for it...With my experience with ABS, and Toyota's, it's often just the sensor itself that is bad...Which is usually programmed in with the ECU; So...It would then depend on how picky your MOT tester is...Had the ABS light in my Hi-Lux on for over 10 YEARS; ABS still works fine...For Toyota's I have found it's always the problem that doesn't throw a code or warning light...Starter, Ignition coil, or Gasp! Timing belt...

[@221hillsteve]

Tough call.....personally after only 4 weeks, I would at the very least cover half the cost.

[@arthurdanielles4784]

My mate was a salesman who had a given. NEVER 'UNDERSELL' something IF you know its worth. Therein lies the truth.. 'its WORTH' when you quibble you are telling the buyer that anything higher means it is only worth the lower price.. that might as in this case, NOT be true. Also IF you're going to barter.. minimum re the repairs et 50/50 For the customer still a major bargain! 👀

[@MickReviewsStuff]

I bought a brand new Avensis in 2010. After 2 years and a bucket load of major faults, ie new steering column, 2 flywheels, gearbox whine etc etc etc. I sent it back on the finance. Toyota build quality around 2010 was shocking.

[@grahamdriver7534]

Brake switch caused my problem on '08 RAV4. ABS/VSC going mad, brake lights sometimes off when should be on and sometimes on when vehicle parked! Local garage diagnosed pronto, replaced switch all OK. At least OK till replacement switch proved to be faulty. An application of silicon grease to the shaft final sorted it.

[@andybarrett9384]

Exhaust blow this happens. Happens to anyone

[@wooburnaviation]

Re Brake light switch and ABS. Yes brake light switch could very much be the cause of the fault. Had the same problems on a 2003 Rav 4 Dr 2.2. New brake switch cured it.

[@paulleggett9735]

You've done well there 👍🏻We just bought a 1.6 hdi 2014 picasso. Noticed bad clutch slip on the 70mile drive home from the garage.. Full citroen history so got a quite for citroen repair for clutch and dmf... £2100!! I dependants were £1600. Garage wouldn't meet that cost but would repair it themselves sadly we had to get the car to him. They under estimated the job massively. It's done but I wish garages would have an understanding of the cars they are selling.. Some things just aren't cheap, no matter how you cut it

[@LondonCarnaval]

Well James as a customer I would have been very happy with fifty 50 deal 😀 after you had the safety check done and nobody spotted the issue, I would put it down to my damn bad luck . You are a sound man and respect to you 👏 👌 👍. ✌❤🍀

[@ChopsGarage]

Thanks!

[@iancsautomotive]

A solid offer on your part! Well done! As far as Toyota Rav4's are concerned, i work in the motor trade, and thats why i own a Rav4! its a 2010 2.2 XTR and we bought it at 2 years old with 23k on the clock. Currently on 107k, ive done all the maintenance myself, and the biggest issue so far was the fuel filler neck corroded. Carried in stock at my local Toyota dealer (that tells you its a common problem) and very reasonably priced. Would you believe, i havn't yet fitted a light bulb to this car? All still originals !! Its no show queen either, and earns its living towing rallycars up + down the country every couple of weeks. Best thing i ever did was buying this car! I recommend them to everyone!

[@andrewcahill4858]

Hi james .I have 2007 rav4 with 168000 miles .had abs light and vcs light .local garage said it was brake switch. Apparently common fault.done 500 miles on last month no problem sonce

[@rogerneumann8105]

Considering it is a used car, over the time I'd be happy with a 50/50 - 60/40 is very generous, IMO.

[@davidmarsden9800]

James, my guess is that you caved in as you're probably too soft and honest to be a used car dealer. It's just bad luck, it happens. I found that my Aygo has only one exhaust bracket when it broke and broke my exhaust and catalytic converter as well which Toyota wanted £1800 to fix. Ended up spending £750 at a specialists.

[@lloydtucker]

hi James, If the vehicle is indeed a low mileage and bit a rotbox why has the Catalytic converter died and needs replacing, Do the fuel trims of the downstream O2 sensor confirm it? Is the Catalytic converter plugged in such a way that the vehicle won't run/ rev above 2000 rpm? I doubt it's the catalytic converter and someone is trying to make a quick buck. Catalytic converters don't go bad.with age

[@nickmaclachlan5178]

So I'm paused halfway through....... if I was the customer and I had a looming bill of approaching a grand for some exhaust work and an as-yet undiagnosed ABS fault after a couple of weeks of ownership, I'm afraid I would be letting you have the car back and I'd be looking for a refund. Let's see how you handled it?

[@mlusk1237]

Hi Here in Canada - not sure elsewhere - a normal person would insist on seeing or paying for a full mechanical inspection prior to purchase. Was one done here or not - please clarify (it sounded as if there was). If there was, I would go back to whoever did that and ask them - so - tell me - why did we pay for a mechanical inspection and you miss a hole in the cat? Its pretty hard my friend to miss something like that! You may have to allow them to get their money back and return the car given the UK laws you mentioned (not sure however). PS here in Canada (and in US I believe) all Toyotas are gas - and that Bravo would last 400,000+ Kms on gas if well maintained (so very very desirable used here - you have no idea). Toyotas are in my opinion the gold standard. Guess what cars comprise the majority of New York City taxis - yes - the Toyota Camry! Thanks Mike in Canada

[@myobboy9973]

Just sell hopeless 16-year-old cars like that privately through a non-trade family member and do not come under the trader law at all. Anybody who buys and drives an 06 plate car while not expecting to shell out £720 plus VAT two or three times a year, is mad in any case. Yes, the daft punters push the retail to £4495, but they are not really worth that. It is not your fault that the price is so high. That stupid high price on old 4WD bangers is caused by the brain-dead buying public, not by you.

[@loganhargis6626]

I drive older vehicles and buying older vehicles I'm aware they will need repairs and don't expect them to be covered by warranty. Just bought a 2011 Crown Victoria P-71 and had my mechanic complete go through it changing all fluids and filters, brakes, shocks. Even with maintenance it's considerably cheaper then a newer vehicle. I think you were very fair with the customer and went beyond what most dealers would have done.

[@volt8684]

Exhaust is a wear and tear item. Shame for customer but tough imo. Think if you had put 12 months mot on would have been better but hindsight’s easy. As independent subscriber Ithink its just tough.15 yr old car, anything can go wrong. With your reputation it’s even harder. Can you have car back and auction it? Hard nosed I would say tough

[@martinafitzgerald6995]

Toyota diesels are not very good. They used to be, back in the day. However, having said that, the old Carina E and avensis had Peugeot diesel engines. The mid 2000s saw Toyota building their own diesels, disaster..... you know when taxi companies change from Toyota to Ford !?? I think that you were very fair...and will have a customer for the future. And of course word of mouth is great advertising too !

[@jimbennett3782]

Offer to pay for a weld if possible (that's very fair ) but maybe swallow the cost if you feel you should. Sold a Honda Civic auto many years ago with a verbal guarantee of all good ( it was ). A couple of weeks later the flexi plate came loose on the gearbox. Repair cost ( then) £300.00, but I paid up. Bye bye profit...

[@nickclarkuk]

As a customer I would be very pleased with what you offered . You were almost too generous on the 60:40 split. Do you ever deal in Honda Jazz? I have a 2012 1.2 with 80k which has been faultless so far . I won’t be selling it anytime soon , sorry .

[@gd2329j]

Just 4 weeks is just not on …... Warranty should cover high cost parts like the converter . As a customer I expect 6 months of trouble free motoring from a “new” old car !

[@petetheresellerandscrapper849]

The cat on that Toyota is worth alot in scrap James you got me on Facebook messenger give me a message with a picture of the numbers off it I'll get you a price for it

[@patthewoodboy]

platinum is about £18 per gram scrap value

[@williamegler8771]

It's strange that Toyotas in the UK have problems. In the US, at least according to Scotty Kilmer and his Toyota/Lexus minions, no Toyota with less than a million miles have ever required a repair. Before that they just require a occasional oil change and windshield washer fluid top up!

[@bobskinner4389]

Dealer Dilemma Corner:- Totally fair offer made by Chops. Did the right thing again. Only complaint still no "Guys Guys it's fully loaded"

[@71MWhite]

My thoughts: as a customer of yours I would appreciate a contribution (I.e. 50%) then you would probably be cost neutral, but the whole cost I would be ecstatic! But I do wonder if he has damaged it by driving over something? What did Moores say? What it rot or damage? As a trader another option for you would be to buy it back, then either auction it off and recoup some of your losses (obvs need to do some sums), trade it out or perhaps get it fixed ( a bit cheaper if possible) then retail it at say £500 more than before. Winner winner. If it was my car and I hadn’t just bought it I’d either part ex it, or if I loved the car probably shop around for the cheapest possible price on the repair…

[@elelegidosf9707]

After just 3 weeks I think that, as a trader, the onus would be on me to fix it. What I would do is offer to buy the car back for price paid, find an independent garage to fix it, then resell the car for market price i.e. 4,500. Given the response you got at 3,995, you should be able to sell it for 4,500, still make a profit on the car and have a happy customer.

[@jamiecooksey9037]

As a customer I would agree that the event(s) happened far too soon in ownership of the vehicle. But your proposals to resolve the problem(s) would have satisfied me. And if I liked the car I would have done what your customer did and take the 40/60 split. Great resolution 👍

[@wellingboroughnorthants2228]

The key thing there is you offered the buyer all his money back. He brought the car because he really wanted it and the fact you came up with a deal where the buyer could get to keep the car is a bonus. If every garage acted like you then buying a car would never again be a worry. Well done Chops.

[@ChopsGarage]

Thanks

[@sebastienbolduc5654]

Here in North America (US and Canada) Cats are guaranteed under environmental laws for 10 years. Some people don't know that. As for what you should do, it all depends on the price a dealer sells the car for. If they sold it at the higher end, excellent/good condition, for its age then they should cover it. If not, then it's questionable. That's why people buying from a used dealership should always have a car inspected before buying. Most used dealerships never inspect the cars they sell, or they do a quick visual check. It doesn't take long to hook up an OBD. It would have given an indication if the Cat had a hole or was blocked, O2 sensor, etc. An OBD should be done before selling or buying any used vehicle. It's not 100% because the previous owner can erase codes before selling to the dealer, but that's rare. So as the dealer you should have seen that before selling it. It's not a hard thing to see and diagnose. At least you owned up and offered him a good deal on the repair. Next time do the proper maintenance tests before selling. I don't say that to be rude. I say this out of all due respect. Save yourself the trouble and lost revenue by putting in that extra into the inspection.

[@standbanger2]

I have a similar issue come up today with a friend of mine,,had a 2012 citroen c3 picasso for 5 weeks bought with a brand new MOT, in that time it's had new diesel injectors fitted under warranty, but now the crankshaft oil seal has gone now "a very bad seal leak at that" she been told that's not covered on the warranty, which is kind of expected because it's a W&T item, but i have noticed the seal was an advisory on the previous MOT but not on this MOT, the dealer said they had the seal replaced for the new MOT hence why it's not on the new MOT! So I'm not sure how to go about this, but for me i have to question if the new MOT is legitimate because I'm not convinced a brand new seal has fail that quick? Or it would be coverd under the consumer rights act???? The dealer is not even interested in coming to a sensible solution just to say it's £750 to replace it!

[@124rcviper]

As a member of the public, on a 16yr old car that is £500 below book price, I wouldn’t expect any sort of financial assistance/cover from the dealer I bought from in the scenario you are in

[@chrisweddle2577]

Toyota Diesels of that vintage are a disaster. I have an Avensis 2.2 Diesel with the D-Cat system. "The World's cleanest Diesel". Smokes like a trooper when it's cold. Not to mention the gearbox.

[@Luton-Mick]

Cut it open, gut it and weld it up, 2007 cars are far less stringent euro 4, I'd be happier with a less restrictive system, bit of extra mpg and poke along with prolonged turbocharger life.

[@chrischampion8950]

Consumer here, sorry but 3 - 4 weeks - your doing it, I'm easy going but a month after buying a car, in my mind you sell cars for a living you should spot something like that. I laugh at some of the things you have done for people (parcel shelf) under warranty, but this I'd really push you on. I'll finish watching the video now.. Just watched the rest, because of how you handled that, I would have been pleased with your offer and would have also taken the split on repair, you acknowledging that it is very soon after purchase would have gone a long way, I would have expected most dealers to refuse the repair.

[@Confide-]

I purchased a 2005 mini cooper s auto from a garage and the auto box was slipping, it was the valve body. i took to a auto specialist and was quoted £1300, the garage wanted to fit a second hand part, but i wanted new. I agreed with the garage and we went 50/50 on the repair bill, I was happy with that. BMW states that the gearbox does not require a oil change. This is incorrect, so i get the gearbox oil changed every 40,000 miles….. I did pay more for the car against the book price but was worth it as the older mini autos have issues due to the lack of servicing on the auto boxes.

[@maxrundown1962]

Those Toyota 2.0 and 2.2 DCAT engines are absolute junk.. same ones in the auris, avensis, lexus 220d etc.. avoid them like the plague

[@N1WP]

Why don't you invest in a bidirectional scanner when you check your cars out and save yourself a lot of grief with the unknowns. If the ABS module is faulty you're going to be negative in this sale. If it's a speed sensor that's no big deal. The problem with the D4D diesel from Toyota which is ongoing is that stupid DPF of which all diesels are having, trucks, cars, pickups. And they tend to throw a lot of catalyst insufficiency codes as they age.

[@tam1381]

Offer to pay 50% Having an engine warning light on Toyota's can also bring on the ABS light seen it many times. You have been 100% fair.

[@grahamherbert3612]

Buy a 16 year old Rav, for 4k, what do they expect. . . . and as a dealer with your reputation for tip top service, you've just sent out an armed time bomb. Selling that vehicle was a bad move.

[@Irvosa]

Sick of all these clickbait thumbnails James. You didn’t tell him no, you offered a compromise. Big difference.