DEAR SIR OR MADAM,

I SENT AN E-MAIL TO TRADING STANDARDS ON THE 11/09/2004 AT 12:49:02 COMPLAINT ID 45785 AND HAVE NOT HEARD ANYTHING FROM YOUR GOODSELVES. I AM SENDING YOU ANOTHER E-MAIL HIGHLIGHTING THE PROBLEMS AND ACTION I HAVE TAKEN UPTO DATE TO TRY TO EITHER REMBURSE ME WITH MY MONEY OR FOR RENAULT UK HEADOFFICE TO GIVE ME A BRAND NEW CAR EXACTLY THE SAME ONE I HAVE BOUGHT, AND I AM STILL NOT HAVING NO JOY OR RESPNSE FROM RENAULT LONDO WEST OR RENAULT UK. PLEASE COULD YOU ASSIST ME IN LOOKING IN TO THIS MATTER AND ACTING ON MY BEHALF PLEASE AS IT SEEMS THAT RENAULT UK HEADOFFICE ARE JUST DISREGARDING MY CLAIM/PROBLEM WITH COMTEMPT. I HAVE RESUBMIT THIS LETTER TO YOUR GOODSELVES FOR YOUR ATTENTION.

NOVEMBER 20TH 2003 I BOUGHT A BRAND NEW RENAULT KANGOO CAR FROM RENAULT LONDON WESTEN AVENUE, LONDON W3 ORZ. WITH AIR CONDITION,CAR ALARM AND HAD WINDOWS TINTED ALL AS EXTRAS I PAID A TOTAL OF �10,837.00 IN CASH. FROM THIS SECOND DAY OF DRIVING THE CAR I NOTICE THERE WAS A NOISE WHAT I COULD ONLY DESCRIBE AT THE TIME AS A KIND OF RATTLING NOISE COMING THROUGH THE STEERING. TO CUT A STORY SHORT I REPORTED IT TO RENAULT LONDON IN DECEMBER , THEY TEST DROVE IT WITH ME IN THE CAR AND RECOGNIZE THE NOISE AS INTERMITTENT AD TOLD ME TO DRIVE IT THROUGH THE XMAS PERIOD AND THEN BOOKING IT IN FOR WARRANTY WORK IN JANUARY 2004, TO WHICH I DID HAD TO THEN WAIT TILL MARCH THE 9TH IN ORDER TO GET A COURTESY CAR SO THAT RENAULT COULD CARRY OUT WARRANTY WORK. THEY HAD MY CAR FOR A WEEK. RENAULT LONDON AT 1ST PUT IN A BRAND NEW DRIVERS SIDE ENGINE MOUNTING THEN SAID IT WAS OK. I TEST DROVE IT AGAIN AND FOUND THE FAULT TO STILL BE THERE SO I GAVE THEM BACK THE CAR AS IT WAS STILL MAKING THE NOISE AND RENAULT DECIDED TO PUT IN A DRIVES SIDE SHOCK ABSORBER. I DROVE THE CAR FOR 2 DAYS THEN WENT ON HOLIDAY WHEN I GOT BACK AND DROVE MY CAR TO WORK I FOUND IT WAS STILL MAKING THE SAME NOISE. I REPORTED IT BACK TO RENAULT LONDON AND WAS TOLD I HAD TO REBOOKED IT IN FOR JUNE THE 9TH 2004 AS THAT THE NEAREST DATE I COULD GET FOR A COURTESY CAR.(I'M A DECORATOR FR A LOCAL AUTHORITY AND A PART TIME FITNESS COACH SO I NEED MY CAR FOR MY WORK) THE CAR WAS TAKING IN FOR MORE WARRANTY WORK ON THE 9/6/2004 I GOT THE CAR BACK ON THE 22ND OF JUNE 2003. RENAULT LONDON HAD DECIDED TO PUT IN A NEW STEERING RACK AND SAID THIS SHOULD RECTIFY THE PROBLEM. AS I DROVE/TEST DROVE THE CAR I REALIZE THAT THE TRACKING WAS WAY OUT AND SO I REPORTED IT THERE THEN THEY TOOK THE CAR BACK AND IN 30 MINS OR SO THEY CORRECTED THE TRACKING TO THE BEST THEY COULD . I DROVE THE CAR TO WORK THE NEXT DAY AND REALIZE THAT THE NOISE WAS STILL THERE AND THE TRACKING WAS NOT CORRECT AGAIN. I WENT ON HOLIDAY AGAIN FOR 2 WEEKS AND ON MY RETURN I NOTIFIED RENAULT THAT I WAS NOT HAPPY AND THE CAR WAS STILL FAULTY. I REBOOKED IT BACK IN FOR WARRANTY WORK AGAIN AND WAS TOLD THAT I HAD TO WAIT TILL 29TH OF JULY FOR A COURTESY CAR AGAIN. IN THE MEAN TIME DRIVING THE CAR I FOUND THAT THE NOISE WAS GETTING MORE REGULAR SO I DECIDED TO GO AND SEE THE MANAGER AT RENAULT LONDON TO PUT IN A COMPLAINT AND ASK FOR A NEW CAR OR MY MONEY BACK, AS I FELT THIS CAR WAS A FAULTY ONE AND THAT I DON'T THINK RENAULT LONDON CAN REPAIR THE CAR. I SPOKE TO A MR DECLAN MAGEE CUSTOMER CARE MANAGER. HE TOLD ME I WOULD NOT GET A NEW CAR OR MY MONEY BACK BUT HAD ASK ME TO GIVE RENAULT LONDON ANOTHER GO AT TRYING TO RECTIFY THE PROBLEM AS HE SAID HE CAN GUARANTEE THAT HE COULD HAVE THE CAR FIXED. AT 1ST I REJECTED THE OFFER BUT AFTER SEEKING FREE ADVICE FROM A LEGAL ADVICE CENTER I RELUCTANTLY DECIDED TO ALLOW RENAULT TO HAVE ONE MORE ATTEMPT TO REMEDY THE PROBLEM WITH THIS NOISE ROM THE STEERING AS WELL AS RECTIFYING OTHER PROBLEMS WHICH HAD OCCURRED FROM THE LAST TIME THEY HAD MY CAR E. G NOISES COMING FROM UNDERNEATH THE CAR, CAR ALARM NOT WORKING PROPERLY, TRACKING WAS OUT OF ALIGNMENT AND ANY OTHER NOISES THAT RENAULT LONDON WEST TECHNICIANS CLAIMS THAT THEY HEARD WHILE TEST DRIVING THE CAR. I TRIED ON NUMEROUS OCCASIONS TO CALL MR MAGEE ON HIS PHONE AND LEFT MESSAGES TO GET BACK TO ME, AND HAD FOUND THAT I HAD TO LEAVE QUITE A STRONG MESSAGE ON HIS ANSWER MACHINE IN ORDER FOR HIM TO GET BACK TO ME WITH AN ANSWER. EVENTUAL WHEN HE DID GET BACK TO ME ABOUT BOOKING THE CAR IN FOR WARRANTY WORK HE OFFERED ME AN APPOINTMENT FOR THE 29TH OF JULY WHICH I FOUND UNACCEPTABLE AS I HAD ALREADY HAD THAT DATE ALREADY BOOKED WHEN I GOT BACK FROM MY HOLIDAY, AND EVEN BEFORE 4 I APPROACHED HIM ABOUT ASKING FOR A REFUND OR MA NEW REPLACEMENT CAR. HE THEN DECIDED TO TAKE MY CAR IN ON THE DAY BEFORE THE 29TH OF JULY 2003, AND I WAS GIVEN A COURTESY CAR WHICH HAD NO PASSENGER HEADREST , AND ALSO WHEN DRIVING IT HAD A FAULTY DOOR SWITCH WHICH KEPT THE WARNING LIGHT ON THE DASH BOARD. IT WAS ALSO VERY DIRTY AND VERY PUNGENT IN SMELL FROM THE INSIDE. I TOOK IT BACK TO RENAULT THE NEXT DAY NOTIFYING MR MAGEE OF THE PROBLEMS, AND HE GOT ONE OF HIS TECHNICIANS TO TRY TO FIX THE HEADREST WHICH WAS THEN DISCOVERED TO BE BROKEN AND ALSO THAT THE CAR NEED A BRAND NEW DOOR SWITCH TO ILLUMINATE THE PROBLEM WITH THE LIGHT BEING CONSTANTLY ON ON THE DASH BOARD. MR MAGEE TOLD ME TO COME BACK THE NEXT DAY AND ASSURED ME HE WOULD HAVE ANOTHER COURTESY CAR FOR ME TO USE. ( I'D ALSO LIKE TO ADD THAT IN MY CONVERSATION WITH MR MAGEE ON THE 28TH OF JULY THAT HE WILL BE GETTING ONE OF RENAULTS DIESEL EXPERTS SPECIALIST WHO WILL BE WORKING ON MY CAR ) . RENAULT LONDON HAD MY CAR FOR 2 WEEKS AND DURING THAT TIME I HAD TO KEEP ON REINSURING MY CAR WITH MY INSURERS WHO ALSO HAPPEN TO BE RENAULT (JUST THOUGHT IT WOULD MAKE SENSE TO KEEP EVERYTHING IN HOUSE WITH RENAULT WHEN I BOUGHT THE CAR ALTHOUGH THEY ARE SEPARATE IN BUSINESS FROM EACH OTHER ). ION THE 13/8/2003 I RANG MY INSURERS TO EXTEND MY INSURANCE ON THE RENAULT CLIO COURTESY CAR I WAS TOLD THAT I COULD NOT DO THIS AS I HAD RUN OUT OF SLOTS TO ALLOW ME TO REINSURE THE COURTESY CAR ANY LONGER, THEY ALSO INFORMED ME THAT I HAD USE 10 COURTESY CARS FOR A PERIOD OF 42 DAYS AND THAT IT WOULD TAKE A FEW DAYS TO CLEAR THE SLOTS IN ORDER FOR ME TO BE ALLOWED TO INSURE AY MORE COURTESY CARS, AND SUGGESTED I GO TO RENAULT LONDON AND ASK THEM TO INSURE ME ON THERE POLICY AS IT WAS THERE FAULT FOR INCONVENIENCING ME. I THEN APPROACH RENAULT LONDON THAT DAY IN REGARDS TO GETTING INSURANCE FROM THEM I APPROACH MR MAGEE ABOUT THIS MATTER AND HE THEN INFORMED ME THAT MY CAR WAS READY HE THEN REFER ME BACK TO THE WARRANTY TEAM TO GIVE ME AN UPDATE ON MY CAR, I WAS THEN TOLD BY THE RECEPTIONIST THAT MY CAR WAS READY AND THAT IT WAS BEING WASHED ( WHICH I BELIEVE IS A STANDARD PROCEDURE WHEN CARS COMING IN FOR EITHER SERVICE OR REPAIRS ) I HAD TO WAIT NEARLY 2/1/2 HOURS FOR WHAT I BELIEVE WAS MY CAR TO BE WASHED. I THEN ASKED TO SPEAK TO MR MAGEE ABOUT WHAT WAS DONE ON MY CAR. HE INFORMED ME THAT THEY HAD A SPECIALIST FROM ANOTHER DEPARTMENT WHO HE DID NOT KNOW AND THAT THIS SPECIALIST HAD WORKED ON THE CAR FOR 2 WEEKS RIGHT THROUGH OUT THAT DURATION, AND THAT THE SPECIALIST HAD TIGHTEN UP ALL THE BOLTS AND NUTS AND SCREWS ETC AND THAT HE HAD ILLUMINATED SOME OF THE NOISES AND RECTIFIED CERTAIN THINGS LIKE CAR ALARM, TRACKING ETC BUT COULD NOT ILLUMINATE ALL THE NOISES AND THAT THIS IS AS FAR AS THEY CAN GO IN RECTIFYING THE PROBLEM WITH NOISE COMING FROM STEERING THAT THERE WAS NOTHING MORE THEY CAN DO WITH THIS CAR. I ASKED MR MAGEE IF I CAN HAVE THAT IN WRITING, HE REPLIED THAT HE WOULD DO SO WITH ALL THE DETAILS AND THAT 1ST HE WOULD LET ME DRIVE THE CAR OVER THE WEEKEND SEE HOW IT GOES THEN HE WOULD GIVE ME A CALL DURING THE WEEK TO SEE HOW THE CAR WAS RUNNING AND SEE IF I WAS SATISFIED WITH IT. HE ALSO CONFIRMED THAT HE HAD RECEIVE A LETTER WRITTEN ON MY BEHALF BY A FREE LEGAL ADVICE CENTRE AND THAT HE WOULD BE WRITING TO THEM TO LET THEM NO WHAT WORK THEY HAD DONE TO MY CAR. UP TO THIS DATE I HAVE NOT RECEIVED NO PHONE CALL FROM A MR MAGEE OR ANY ONE FROM RENAULT LONDON WEST OR THERE HEAD OFFICE RENAULT UK IN RICKMANSWORTH, WHO THE LETTER WAS CC TO. I THEN WENT BACK TO THE LEGAL ADVICE CENTRE TO FIND OUT IF THEY HAD ANY REPLIES FROM EITHER GARAGES/SHOWROOM AND THEY SAID NO. A FURTHER LETTER WAS SENT TO BOTH MR MAGEE AT RENAULT LONDON WEST AND CC COPY TO RENAULT UK RICKMANSWORTH 8/9/2003 AND STILL HAVEN'T GOT A REPLY FROM EITHER GARAGES/SHOWROOM. I THEN WENT TO RENAULT LONDON WEST ON THE 6/9/2003 AND ASKED TO SPEAK TO THE GENERAL MANAGER OF THE SHOWROOM A MR FREDRICK MILLARD, EXPLAINING THE WHOLE SITUATION AND EXPLAINED TO HIM THAT I AM OF THE VIEW THAT YOU HAVE EXHAUSTED ALL ATTEMPTS TO REMEDY THE FAULT ON THIS CAR AND THAT THE CAR IS OF SATISFACTORY QUALITY I EITHER WANT A BRAND NEW REPLACEMENT CAR EXACTLY THE SAME OR I WANT MY MONEY BACK, HE SAID I WOULD NOT GET MY MONEY BACK AND THAT MAYBE A REPLACEMENT CAR. HE THEN SUGGESTED I WRITE TO RENAULT HEAD OFFICE IN RICKMANSWORTH. I REPLIED THAT I HAD ALREADY DONE SO AND HAVE NOT RECEIVE NO REPLY HE SAID THAT THEY ALWAYS DO REPLY AND SUGGEST THAT I WRITE AGAIN. SINCE THEN I HAVE ARRANGED FOR AN INDEPENDENT REPORT FOR THE RAC TO WHICH I AM A MEMBER OF ( 4/9/2003 ) WHO DONE A FULL EXAMINATION OF THE CAR AND TEST DROVE THE CAR FOR 10 MILES AND IN THERE REPORT FOUND PROBLEMS WITH SUSPENSION/RESONANCE NOISE THROUGH THE STEERING AND MADE OTHER COMMENTS REGARDING COILS SPRINGS/STRUTS AND TRACKED ROD ENDS. ( AND I RECALLED HIM VERBALLY MENTIONING POSSIBLE DRIVESHAFT PROBLEMS BUT HE DID NOT PUT ON THE REPORT ) I WOULD BE VERY GRATEFUL IF YOU COULD INVESTIGATE AND ACT ON MY BEHALF EITHER BY GETTING ME A BRAND NEW CAR EXACTLY THE SAME AS WHAT I PAID FOR WITH THE EXTRAS I PAID FOR OR A FULL REFUND OF MY MONEY THAT I PAID ON THE CAR. AS I AM NOT HAVING ANY JOY FROM GETTING A RESPONSE FROM RENAULT UK AT ALL.

( I'D ALSO LIKE TO ADD THAT WHILE HAVING 10 COURTESY CARS THIS HAS CAUSE ME NUMEROUS PROBLEMS AT WORK WITH SUBMITTING MILEAGE SHEETS AND ALSO PARKING PERMITS FOR MY WORK AS THE DETAILS ARE ALL IN MY RENAULT KANGOO CAR REGISTRATION, MAKING IT EXTREMELY DIFFICULT TO CARRY OUT MY WORK IN RESTRICTED PARKING AREAS WHERE PARKING PERMITS ARE NEEDED AND ALSO HAVE TO SUBMIT COURTESY CAR INSURANCE CERTIFICATE TO CLAIM MILEAGE AS WELL ).

YOURS SINCERELY

RICHIE A MAYERS. ( CONTACT NUMBER 07958-243061 0R OTHER E-MAIL ADDRESS ( richie_mayers@hotmail.com) .