Prizeautos Avis 

Réponse de Prizeautos

4 févr. 2026

Thank you for taking the time to leave feedback, and we sincerely apologise for the extremely frustrating and unsatisfactory experience you have had. We understand why you feel let down, and we want to clarify the sequence of events from our perspective.

You are correct that you viewed the Land Rover Discovery at our new site. As a gesture of trust, you were given the keys for an unsupervised test drive, which you completed for over 20 minutes before deciding to proceed with the purchase via finance. Due to the late hour of your appointment, an immediate drive-away wasn't possible, so you opted for delivery.

We subcontract our deliveries, and unfortunately, the first transporter dispatched was unsuitable for a 4x4. To expedite things, we decided to deliver the vehicle personally the next day. During this drive, an ABS warning light illuminated. We immediately informed you of this fault and committed to repairing it before delivery, which was completed within four days (delays were due to part availability over the Christmas/new year period).

We were therefore surprised when you requested a full cancellation at this point. We respected your decision and initiated the refund to your finance company immediately. As you noted, due to daily bank transfer limits, the refund of £12,990 had to be sent in two instalments (£10,000 and £2,990). This was completed in early January, and we have confirmation that the full amount was returned.

We are deeply concerned to hear you are still being charged by the finance company. This is indeed unacceptable from our side, as the liability should have ended once the funds were returned. We strongly urge you to contact your finance broker directly with our details. We are happy to provide them with all transaction records to prove the full refund was issued months ago. They should cease your payments and refund any charges accrued since we returned the capital.

We regret that this situation has caused you distress and financial difficulty. Our intention was always to resolve the mechanical issue and deliver the car, or else provide a prompt refund. We have learned from this experience regarding communication and delivery processes. Please contact us directly so we can assist further in liaising with your finance provider.

Réponse de Prizeautos

4 févr. 2026

We are sorry to hear about your experience and thank you for providing this feedback. We would like to clarify the sequence of events to ensure transparency.

Upon delivery, you correctly identified a cosmetic issue with the driver's seat trim and a replacement trim part was dispatched to you at no cost to resolve this including cost of fixing.

We take the mechanical condition of our vehicles very seriously. We didnt carry out mot however we recently undergone significant work, including a new timing belt and water pump, as part of a major service. You raised concerns about a water leak and tyre wear following an independent inspection. As a responsible dealer, we acted immediately upon being notified:

1. Refund Process: We arranged for the vehicle's collection the same day you requested to return it under the Distance Selling Regulations. The full finance amount was refunded to the lender on the very day we collected the vehicle, and we have confirmation of this transaction. Any delay you are experiencing is between the finance company and their processing, not from our side. We encourage you to contact your lender directly for an update, as the funds were released to them promptly.
2. Vehicle Condition: The water leak was related to the recent water pump replacement and was rectified immediately. The worn inner tyre tread was an oversight during our pre-delivery inspection, for which we apologise.
3. Road Tax Refund: As per UK law, road tax is not transferable. When a vehicle is sold or returned, the existing tax is automatically cancelled by the DVLA, and a refund for any remaining full months is issued automatically to the original payer. The process for the new owner to receive a refund for tax they have purchased is handled directly by the DVLA. We have no control over this timeline. You can contact the DVLA directly on 0300 790 6802 to check the status of your refund.

As a business, we successfully completed 142 sales last year and we always strive for excellence. We acknowledge that we do not get everything right, and this situation has been a learning experience for our team. We sincerely apologise for the frustration caused and are committed to improving our processes to ensure this does not happen again.

We regret that the vehicle did not meet your expectations. We acted in good faith throughout, honoured the distance selling agreement without dispute, and issued a full, timely refund. We have since reviewed our pre-delivery inspection checklist to prevent similar oversights in the future.