@@davidthompson3434 He probably left his address details when paying the deposit, so any repercussions the police would know exactly where to go. He'd be a fool to be that stupid.
@@salibaba - Clearly isn’t working or doesn’t record sound, or he’d have it to show in this video (even if he blurred the customers face or only used the sound from it to prove that the customers attitude changed when the police arrived
Fair do's to the Police for prompt attendance. Would be customer sounds like an idiot; a deposit is a deposit. You don't get those back for changing your mind
Hi, I think probably the customer has an underlying condition such as dementia thus preventing him from understanding the situation. It’s very difficult to realise this especially when somebody is being so rude to you face to face. Lee did the right thing to call the Police in order to clarify his story.
Sorry to hear about this Lee - Funny story for you: My wife sees me always watching your channel. She came in from work and said 'I've bought a Honda Jazz from the guy you follow in Crewe - It's being delivered next week. Andy was a lovely man!' I said 'Andy? Don't you mean LEE!?? - She'd gone on another Crewe car website and bought a car off the wrong garage! I can only humbly apologise Lee - will get our next car from YOU (with non refundable deposit) I promise!!🤦♂🤦♂👍👍
Its amazing just what a CCTV sign does, was getting ready to driveaway and a guy appears at the coach door all mouthy, he stepped onto the first step then stopped, he asked pointing at the sign, is there CCTV on here I said yes he about turned and off he went, sign yes camera no lol.
@@CharlieHarper-d4x As a business in the UK you do need to indicate that you are using CCTV or you are in breach of GDPR and risk any evidence you collect being dismissed in court. Anyone recorded by a CCTV system has a right to request any footage captured of them, any data has to be kept safely, securely and not shared for personal reasons.
What an a hole. Paid deposit. Changed mind. Ignored calls. Thought he could make enough fuss to force you in to returning the deposit. You were perfect. Did exactly what should be done. What a plonka. 👍👍I'm subscribed.
LEE - as an ex Detective retired I would encourage you to get a sign on the wall. 'Verbal abuse, threatening behaviour and any aggression towards staff or other customers will not be tolerated. Anyone using threats of violence towards our staff will be reported to POLICE'. When you get one like this coming in stand next to the sign and make sure the customer sees it. You did the right thing calling the Police it is always the best way to sort it out.
@@markm-ci6rj Why what? Why put a sign on the wall? Put a sign on the wall so the bloke knows that if necessary you will get the Police involved. I would have thought it was pretty obvious but to some people it is clearly not!
I been done by garage, return faulty car 3 days after purchase. Never got money back, went to court. Dealer got convicted and jailed. I get £4 /month from Crown Court 10 years on 😂
I'd get a cctv fitted in your office ( sound and vision ) if you had one you could have shown the police and that would have been the end of it , he had obviously done this before in the passed and folk just gave him his money back to get rid of him , he knew he wasn't entitled to a refund hence the performance.
When I was in business the worst liars I dealt with happened to be a policeman, a barrister, a lady doctor and a solicitor. They were all absolute trash, a disgrace to their profession, all chancer's, trying to get something for nothing.
Doctors are the worlds biggest drug dealers. Paid incredibly well to sell poison. Massive bonuses to inject people with poison too. Sickness is their business.
I hate non refundable deposits, the car industry always does this on cars that aren’t even ready to be purchased, I understand that’s the way it is but it still doesn’t sit right with me, I just wish when you views a car it was actually ready to be sold
Sometimes cars just don't sell and have to be traded on or sent back to auction. The prep money would be wasted. They are secondhand and inherently need work. It's much more honest to get the customer involved and let them know what's being done to the car to make it right for them. That feels good to know.
@@davidhumpherson4904 That is insane. What happens when a customer puts down a deposit and the identified faults are much worse and turn out to be way, way more expensive than the dealer expected? Do dealers honour the fact the customer paid the deposit in good faith and go way beyond their expected budget to carry out the repairs and provide the car as promised? I imagine not.
Did you tell them you were recording? Poor fella sounds like early stages of dementia. Angry outbursts are common. Think I’d have given him his refund for the benefit publicity. Always try and be the nicer person especially as used car dealers get bad press.
Lee you really need to get yourself decent quality CCTV fitted (inside and outside), then there can't be any "he said, she said" shenanigans. In this case, you would even have been able to prove that you made the calls AND what the customer will told etc.
Yeah I get his comment about the MOT, but why isn’t the car repaired and prepped ready to go other than that? Save himself any of these issues with customers. I suspect it was a wrong telephone number initially, causing a huge misunderstanding
Personally i would prefer the car had a mot before i paid the non returnable deposit,be gutted if it had loads of corrosion advisories.Also would like to have the car ready to go no messin around waitin for prep.Think thats why i buy privately Lol.
I don't work in same job as you, I do work in service industry though for the past couple of years. The entitlement and bad attitude of people has amazed me. Absolutely no call for it, unfortunately the way many people are these days and the need calling out on it. Keep doing what you do, you're doing things the right way.
Hi Lee, My father suffered from dementia and just by listening to your video this older gentleman seems to be symptomatic. Mood swings, forgetfulness and poor understanding are classic symptoms. Obviously a very difficult situation to resolve. I think by calling the Police was your only hope in calming the person and clarifying your story. CCTV with sound is definitely the way forward to avoid any miscommunication with customers. Good luck with your business & RUclips channel.
I'd have refunded the dipper tbh bud, not worth potential scratched cars and hassle, I get everything done prior to advertising, then it's good to go, saves them going cold in a weeks time, tbh I tell people I don't really take deposits as it knocks everyone else out, I'll take one prior to delivery tho. Hope the mokkas OK for you, I bought a 66 plate mokka x in March, 3700 bid, 92k,proper retail car, put discs on it, service, autotrader said 6500,after 3 adverts and coming down to 4295 I'd still not sold it, hardly any views, anyway took 3700 from some poles, glad to get out of it,dont know what the problem was, can only think it was the 5 grand thing.
Having spent many years in retail having to deal with aggressive and unreasonable customers has gone from very occasionally to the norm now. Some people feel they are entitled to verbally and physically abuse retail staff . Only a few days ago I witnessed a fully grown man hurling abuse at a young girl a member of staff in a local Supermarket. People need to calm down and have respect for others.
Lee, I spent about 35 years in a government enforcement role, dealing with the public, good and bad. Quite a lot of it was with assistance of the Police, sometimes in riot gear !. If I could offer one small shred of advice, I would write down the communications (date and time) with the customers, perhaps via a customer database ?. It would be a pain for you to do that I know, but quick notes somewhere will help you in any dispute or aggravation. This guy sounds as though he has some memory problems or another mental challenge which results in his volcanic behaviour due to the problems of him coping with issues he can’t deal with. It’s very obvious that ignoring your calls for the best part of two weeks was his way of dealing with the small challenges of the car purchase which may have been a lot for him to cope with mentally. I’ve come across this quite often and it’s difficult dealing with it in the heat of the moment.
Genuine entry - I visited these guys and they were awesome. Let me have a test drive in a Juke. Exactly what I was looking for. This was around mid afternoon. I left a £200 deposit and left looking forward to getting the car. I got home a couple of hours later and through no fault of these guys I had to withdraw from the sale. I called them as soon as I could to let them know before they started any work. One of the FIRST things I said was “this is no fault of yours, please keep my deposit that’s fair enough.” Hand on heart the impression I got was they are as genuine as they seem in the video. One of the rare places I’d go to buy a car and have trust they’re doing everything they can to get it up to standard for you. One day I’ll be back to get a car here and I’m utterly hooked on the videos. I’m fairly confident they could make a TV series out of the adventures they’re having since opening 😂 Congrats on your success so far and best wish for the future. Don’t be put off by one (possibly more) bad customer there’s plenty of decent ones who would happily support you.
You let them know within 3hrs and they didn't offer your deposit back! Your conclusion from that encounter is that they are a genuine, fair and customer focused business? 🤔🤣
@@jedfra9172 it’s a fair point Jeff. But the document you sign does say about deposits and I’m old fashioned I saw it as my fault and pretty much didn’t give them an option to be fair. If I go back in the future and buy a car I’ll be sure to remind them then. I get the feeling they’ll look after me.
If it was genuine, what was the actual reason for you withdrawing from the purchase of the car you paid a deposit for? I only ask because if you had paid by credit card (and why wouldn't you!), there could be a way to have it refunded by the car company which would not affect the garage. You are covered for a multitude of situations. You can do a similar thing with debit cards, but it can be more time consuming to resolve. Let us all know. You can still make a claim quite easily.
dodgy garage, why are you so broke that you have cars in need of repair lying around waiting for a buyer to show interest and use their deposit to buy parts to fix and sell. How about just have cars in working order, ready to sell.
Having been a taxi driver for the last 35 years the amount of violence and threats of violence over the years has been unreal , from people threatening to cut my throat etc it's got to the point were I now now only pick up people I know
As an ex retailer the organisation I worked for would have returned the deposit due to the expected adverse publicity or vandalism / damage after the event . Their view was what would be the least amount of cost in probability. Yes it used to grind my goat but they weren't a small business so absorbed it.
The fusion tdci I've just had similar issues with 1 and it was a crap lion battery ...... deposits are technically refundable however don't call it a deposit ...... call it a part payment on your invoice
You left one message and he didn’t respond and then you left three or so others on the same number that he also didn’t respond to. You then said you found a “different” number that you got hold of him on? 🤷🏻♂️ There is no excuse for aggressive behaviour and refusing to leave but the guy may have had some demenita and anger can be part of that as well as not having great recall. I would have exercised discretion and returned the deposit. The car will get sold and the effort would have been expended anyway.
@@EddieWatts-j9i Had the deposit been refunded instantly, there would be no negative reviews, no bad feelings, the car would be back on sale and sold, very little money would have been lost. Sometimes it is worth just doing it than going through all of this and the stress it brings.
Funny how he said called 4 or 5 times and then on a different number why not different number before typical crooked car stealer ! I'd see you in a dark alley by by nose !!
If he hasn't signed any documents then it means nothing you should've given his deposit back. Once you both sign a document the transaction is done, complete. A gentlemans word of mouth and handshake mean nothing, legally. So get off your high horse. Typical con artist, playing the victim.
Deposit and part payment are different things. While I understand it from your point of view loosing £200 is a lot and and you didn't really loose anything. Torn on this one. Also do you not have 30 days to reject a car?
This is the prooblem with dealing with the general public is you can get customers that cause huge stress and are totally unreasonable. And that is after you have tried to deliver the very best service and value. And been very professional.
I have a different opinion on this. I think you have to treat older people slightly differently in that you dont know their state of mind. I think sometimes its just better to diffuse the situation by giving him his deposit back. Yes you didnt need to, but sometimes just bite the bullet. Older people get a bee in their bonnet and wont listen. I think this could have been avoided and not a good look.
And anyone else that comes in will cost lee a lot of money, if something happens Heavens forbid then that's a good enough reason, do learn how a business works.
@@tardeliesmagic so how would anyone know this if it hadn't been broadcast online,my boss does this from time to time and people really appreciate a bit of understanding
Feel sorry for you mate.. Luckily as you mentioned it doesn't happen to often.. I'd just write it off as a bad experience and be happy with your customer base with the enjoyable sales you have had.. There's always one out there Lee.. Sadly probably won't be the last.. That's folk and the used car game..
Over the last 40 odd years, I've had a few disputes with garages and in life I always stay calm as once you raise your voice you've 100% lost the dispute. 😂
£600 and no effort. Never think what if, that way madness lies and you made easy money. Take the win as a success, OK it might not be the best result, but it is certainly not a bad result.
Lee, the gentleman seems to be confused,Ii believe you mate,but just give him his money back he seems upset and I also understand your views,but he may be ill in his mind
Sounded old and confused, I know you are not obligated to but I would have given him his £200 back and moved on. The car is prepared and will sell quickly to someone else. Not worth the stress.
Just a hunch, you were dealing with the onset of dementia. Split second anger outrage is typical, may not have been his original intention, but hey ho. As a by the way, even little cafe bistros have sound & visual CCTV, they can listen to your private conversations. They should have signs up saying so, so should you now, maybe just put signs up til you get the appropriate kit. I admire your work ethics & integrity.
Give him is money back you would have had to do the jobs anyway I recently put a deposit down but most tidy garages will say put a deposit down to hold the car until you view it if you change your mind No worries money back With out any questions
Unfortunately, it sounds like he's suffering from dementia. They suddenly go into a rage (and say very strange things). I also think it would have been cruel to put video of someone on RUclips if they have dementia.
if it was your daughter or mother you would *absolutely* expect the deposit back. the car will sell again the next day, you would *never* , *ever* , *ever* do business with an outfit that has taken your families money regardless.
Hi Lee, As you advised to leave a feed back about the guy who wants his deposit refunded. I think you should give him his deposit refunded and keep going positive. As you mentioned he is 70 years old and he may changed his mind for some reason. At the end you still keep the car at your garage and in all cases you gonna work on it and make it right for buyers. If not for this guy, for many who’s looking to buy a one. Keep up and good luck
my guess the old guy got you mixed up with another garage for a similer car abd ruined a good purchase & a local garage for service. a good service garage are few and far between so look after your local ones as you never knownwhen you need them most
He sounds like an old man i would have calmed him down and give his money back life's to short old men think every one is against them show some heart do you really need his £200
Sounds to me like the old chap changed his mind and thought getting aggressive and kicking off would see you buckle and give him his 200 quid back. You handled it well Lee. Sadly knob heads like this think that rules, regulations, procedures ( and the law) don't apply to them. I be he won't take it up as a civil matter.🤔👍
Hi Lee love your channel but to be honest I would have given the fella back his deposit. Really the cars should be ready for sale as soon as you put them on the pitch. What do you do if the mot comes back with loads of advisorys do you sort them all out .I have bought from dealers and never had to wait days or weeks to buy the car.if I am wanting a car I go look and buy the same day if its what I like.Taking deposits for cars that are not mot' d does not sit right with me .I want to know what the full condition of the car is before I buy.still think you are one of the better traders out there and even after my above comment I would still buy from you but would defo ask about any advisorys policy first.
To give some context - I'm a serving police officer in a different force. I absolute hate civil disputes, such a waste of time that could be better used elsewhere, yet unfortunately we have to deploy as it's often a "stalemate" situation. People forget that police attending have NO MORE power than any other person on that site - police removing someone by force can only be done once the person on site has said they want the person removed - and even then the police are not using "police powers" to do this, simply common law powers that apply to everyone. People seem to misunderstand this, and often call us and expect us to turn up immediately. I think people forget that a person on a forecourt is way down the priority list when you have a suicide, a murder scene, a domestic assault, a sexual assault and a massive pub brawl going on. The reality is we do deploy to these calls and i've been to many of them myself in my 7 years, but we can't always get there straight away. We have no more power than anyone else does in this situation, so calling police is merely asking the police to put themselves at risk of "assault" claims instead of yourself. The police can ASSIST you in removing the person from the premises, under a trespassing definition. They had come there with a right to be there, however you have then withdrawn their right to be there and asked them to leave. They refuse. You can ask them again, if they refuse you can use reasonable force to remove them from your premises... this would of course involve physically taking hold of them and removing them, but in these circumstances it is not a criminal offence. Of course if you proceed to drag someone up the entire road and then give them a good punch or kick for the trouble they've caused you, then of course that is very different. You can remove them from your property onto public property. Of course you would be expected to be reasonable and ask them to leave first. It might come as no surprise to you that if police officers are assaulted in a situation like this, by the person they are assisting you in removing - it's not "assault on emergency worker" it's simply "assault". Assault on emergency worker only applies where they are conducting a lawful duty. As this isn't a "lawful duty" and they are using nothing more than civillian powers to remove said person - the same powers that apply to anyone else on site - it's merely "assault". In my experience we spend forever going around in circles with the person at a civil dispute and no sensible outcome is reached in any timely manner. Most "civil dispute" calls take a long time to deal with as both parties argue back and forth, something the police can't take any side on either way... I'm not saying "Don't call police".. what i'm saying is "Don't call them and expect a timely response". Would you rather the police responded to you immediately but knew that a woman was being beaten by her husband a few miles away, or a massive pub brawl was kicking off and they deployed officers to you instead? I think most people would agree that no matter how frustrating it is to wait, prioritising calls is of upmost importance.
Timely manner and that's the real issue isn't it undermanned overworked and inundated with calls plus underfunding and under paid it's a very difficult job you have I don't envy you
@@Familyman0838 Thanks. Said it before and I'd say it again. If I could find another job paying me the same at my age (not even 30 yet), with a similar shift pattern, (6 days on, 4 days off)... I'd resign tomorrow. Joined for all the right reasons back in 2016, as a Special Constable then went full time the following year. In just that short space of 7-8 years I've seen the job change so much for the worse. I once spent 18 months under investigation when someone decided to take their own life - without warning or notice. Most stressful 18 months of my life where I was told I would likely be dismissed... kept my job in the end but still subject to sanctions from it today, and this incident happened nearly 2 and a half years ago.
Thank you for clarifying this - happy to DIY where i can in order to keep you guys working on what matters. This country going down the pan fast and i see a day where you guys just wont be available for low level crimes like murder and treason 😂
@@ohnoitisnt Low level crimes? Murders never have and never will be low level and we throw resources at them. Only 2 days ago we sat on a crime scene for a "suspicious unexpected death".. in other words a person was found dead in their house (which would ordinarily be a visit from the police and ambulance, followed by the removal of the deceased and paperwork and that's it). Instead it was deemed suspicious and it was a crime scene for 3 days on end. Found out yesterday there's now another suspicious unexpected death, also a crime scene again. Treason? Don't deal with Treason at all that often. Last murder I went to was a crime scene for almost 2 months.
@@thefiestaguy8831 I kid on low level, obviously. Keep doing what you do and dont be a tyrant on behalf of the state. Also if theres any disruption outside whitehall soon just do us a favour and let us all get on with it 😂
You should have MOTd the car and taken that cost from the deposit and go refunded minus any costs, and then advertised the car MOTd 12 months and ready to drive away, If the car is as good as you say it is and I have no doubt it is then it would have flown off the lott, How many potential customers might you have pushed away showing this? It's an hard one trying to be the good guy and run a business I can imagine but parting with a couple hundred quid for a deposit on a car that needs work done on a promise is just as hard, Good video as usual 👍
Lee what u did waz disgusting he was a pensioner.he might have had alzimers. 200 nowt w u..give him.is money back he's a old man..I like your channel...do.h sleep at nite..baz lpool..
Surely cars should be ready for sale ,as in any issues like the items you replaced ok the car,these should have been done already what if some body came with cash to take the car that same day
You're full of it! He put a deposit down and you still didn't MOT it! In the terms and conditions you can do as you wish.... you can post it all on RUclips but you're still someone whose using social media to rip him off! See You Next Tuesday is an apt euphemism for your kind!
He can't speak properly, or form his words correctly. Dementia. Usually I'd be on your side in this situation Lee, and not let him win, but... I do feel it's dementia.
The thing is.... older people suffer from degenerative brain disorders and you never know. Dementia aware may be a better practice for taking deposits from the elderly. My advice to you as a reputable business is to walk away from actions like this and posting recordings of incidents is to remove this video. £200 is neither here nor there. Its very off putting to hear you're going straight to 'civil matters' over an innocuous matter in context of your business. It puts me off buying from you tbh.
aged 70 bless i would of gave him his deposit back i know he went about it the wrong way but he is a OAP ! i know where your comeing from but at that age he might have slight memory problem .
Just looking at the comments and watching the vlog. Why after getting no answer on the phone call why did you leave it a whole week before you bother to call him on a mobile number if you really wanted to talk to him and was that concerned about no contact as you kept saying in the vlog you would have used the other number. Great vlog but in fairness it is down to you to try both ways to contact him using both numbers day 1 not the second week
If he gave a deposit I don’t get why you said you were waiting for him to commit? I think you need to be the better man with an elderly gentleman who may have been semi confused (etc) and return his deposit rather than being stubborn and waste police time.
You did the right thing calling the old bill, but even if they are not being violent, its your private property, you can tell anyone to leave for any reason and if they refuse, you have a common law power to physicaly eject them using reasonable force.
Unfortunately, trespass is not a criminal matter, and only the police can really eject people from private property I would be very wary of touching anyone that could cliam all sorts
@@harrysahota4072rubbish. Trespass is not a criminal offence it is a civil offence, therefore the police have no powers against trespass unless damage or violence. You are entitled under common law to remove them. Easier said than done. Risky😊
@@harrysahota4072behave i’m a sia doorman and if the management want the customer to leave it’s a case of a Ask them to leave sometimes that works if you’re polite but if that doesn’t work Usher them to leave up close one hand behind making sure any cctv can see your pointing to the exit so any police or judges can see you’ve been non threatening. If that fails it’s hands on … if the police ask you say this is the way you done it
@@harrysahota4072 aggravated trespass is though, and refusing to leave takes it towards the standard of aggravated trespass. I'd go hands on on anyone refusing to leave.
That's your management's decision. As a barrister, I'm telling you common law allows you to use reasonable force to remove a trespasser. It's like people saying shops can't detain kids for shoplifting. They can they just choose not to.
To get rid of him and save urself more hassle I would have given him the deposit back. Then warned other dealer m8s about him. Saves any court letters.
@@tardeliesmagic I watched the whole thing and instead of getting the old bill involved should of just said to the customer because we can't agree on anything, here's the money back, please never come back to this car sales show room again thankyou, also should have said if you do come back again you will not be served and you will be removed from the premises,that is the end of it
I don’t understand how you suddenly found another number and got straight through to him. Why wasn’t that number tried before? It wouldn’t justify his behaviour, but suddenly finding a new number?
Getting back to my point of cars ready to go,MOT should already be on a car,so that if somebody came with cash to take the car that day,without an MOT it’s not ready to go
One thing I do take away from your videos is the turn around times on cars, Personally on this occasion I see both side, plus no doubt theres two sides to this storey. You made £600 on the Merc for driving it from A to B, give the old boy his £200 back and learn from the experience.
I think in future you should have your landline inbound / outbound calls recorded for evidence that also records what numbers are called or calling (Also able to print out dates and times). Also have cctv with audio in office for the future evidence . It means your covered if they say you didn't phone or kick off like that.
You cannot expect to charge someone thousands of pounds for a car that won’t be ready to collect for week/weeks. Unprofessional here is a question Lee do you advertise anything with a full years mot. Or are you using every deposit to fund the mot?
Question is, how many deposits have you been asked to give back. If only this one the I would have given his deposit back because it's not worth the £200.00. I recognise you have your terms and conditions but for the sake of your business I would not have blurted this out over RUclips. You might be in the right but it still looks bad. I went to buy a boat recently and I paid a decent deposit. I knew it needed work so I got the dealer to agree that the deposit was 100% refundable if I didn't accept it after the work was completed. Cut a long story short the work wasn't up to standard so I rejected it and the dealer paid me back within 2 hours. We parted on good terms and he fully understood my situation. From my experience, if the customer has changed his mind for whatever reason then don't fight it, you can always sell it to someone else.... I think this video did you more damage than the £200.00.
The problem is, now quite a lot of you car traders are now demanding a deposit over the phone, just so I can arrange to view the car, there is no way I am giving someone I dont know from adam that I am giving him 250 pounds of my money to reserve the right to view and test drive the car, deposits should only be a viable option after I have seen the car in person and had a test drive and then I am still interested in the vehicle and I want to have a think on it and check out insurance premiums.....
It could well be dementia or Alzheimer’s both of which come with confusion and aggression. On this occasion I would have refunded deposit as you’d easily have resold that car. Think how you’d feel if it was your parent. The non refundable deposit doesn’t sit will with me.
I completely get your headache with the Mercedes. We just sold one of our cars to a dealer for a quick profit and I’ve spent the last couple of days thinking I could have made more. However I have no come back via warranty etc so the car is now gone done and I can move forward. Love your channel and thanks for the tip on Tuza
Hi Lee, watch your clips all the time. Your work ethic of going through your cars so careful ensuring all work is completed, a brilliant tradesman, with the, good old patter. 😂
![NOSFERATU - Official Trailer [HD] - Only In Theaters December 25](http://i.ytimg.com/vi/nulvWqYUM8k/mqdefault.jpg)
You should have CCTV in your office & outside to cover yourself and have any evidence if there’s a crime on site (ie break in at night)
Couldn't agree more. Just hope there aren't any repercussions with characters like this!
@@davidthompson3434 He probably left his address details when paying the deposit, so any repercussions the police would know exactly where to go. He'd be a fool to be that stupid.
He does, you can see it in the videos in the background of the office.
@@salibaba - Clearly isn’t working or doesn’t record sound, or he’d have it to show in this video (even if he blurred the customers face or only used the sound from it to prove that the customers attitude changed when the police arrived
Agree. CCTV to protect yourselves and act as a deterrent for poor and threatening behaviour.
Working with the general public is a challenge now Lee, both in person or selling on the internet. You handled it spot on
Yeah, I now pick my customers very carefully.
Old age dementia can be a real challenge.
When you have to deal with the general public you soon realise there are some seriously strange people out there that do nothing but cause hassle.
That's why you shouldn't become a car dealer, it goes with the turf.
@@TB1M1Plenty of car dealers manage fine, you just need to have your i's dotted and t's crossed for when they invevitably crop up.
@@TB1M1not just car dealers, it's anybody who has to deal with the public. People have become very entitled and completely unreasonable.
We live in an age of entitlement these days unfortunately @@vespa81
Nothings ever good enough for some people
Fair do's to the Police for prompt attendance.
Would be customer sounds like an idiot; a deposit is a deposit. You don't get those back for changing your mind
Hi,
I think probably the customer has an underlying condition such as dementia thus preventing him from understanding the situation. It’s very difficult to realise this especially when somebody is being so rude to you face to face. Lee did the right thing to call the Police in order to clarify his story.
I paid a £1000 deposit on a 50k vehicle changed my mind and got full refund
@@jackmason4374Did you see it in person when you made the deposit? Very lucky if you did.
@@CathPlaysYTYeah you're right, too easy to throw words like idiot around without thinking.
Sorry to hear about this Lee - Funny story for you:
My wife sees me always watching your channel.
She came in from work and said 'I've bought a Honda Jazz from the guy you follow in Crewe - It's being delivered next week. Andy was a lovely man!'
I said 'Andy? Don't you mean LEE!?? - She'd gone on another Crewe car website and bought a car off the wrong garage!
I can only humbly apologise Lee - will get our next car from YOU (with non refundable deposit) I promise!!🤦♂🤦♂👍👍
🤣🤣🤣🤣🤣
Fitting CCTV in the office with sound may help....we have it on the coaches ,
Its amazing just what a CCTV sign does, was getting ready to driveaway and a guy appears at the coach door all mouthy, he stepped onto the first step then stopped, he asked pointing at the sign, is there CCTV on here I said yes he about turned and off he went, sign yes camera no lol.
You will need signage to indicate this as it is illegal to record people without them knowing
@@plechaimThat's not true .
@@CharlieHarper-d4x As a business in the UK you do need to indicate that you are using CCTV or you are in breach of GDPR and risk any evidence you collect being dismissed in court. Anyone recorded by a CCTV system has a right to request any footage captured of them, any data has to be kept safely, securely and not shared for personal reasons.
What an a hole. Paid deposit. Changed mind. Ignored calls. Thought he could make enough fuss to force you in to returning the deposit. You were perfect. Did exactly what should be done. What a plonka. 👍👍I'm subscribed.
LEE - as an ex Detective retired I would encourage you to get a sign on the wall. 'Verbal abuse, threatening behaviour and any aggression towards staff or other customers will not be tolerated. Anyone using threats of violence towards our staff will be reported to POLICE'. When you get one like this coming in stand next to the sign and make sure the customer sees it. You did the right thing calling the Police it is always the best way to sort it out.
Why?
@@markm-ci6rj Why what? Why put a sign on the wall? Put a sign on the wall so the bloke knows that if necessary you will get the Police involved. I would have thought it was pretty obvious but to some people it is clearly not!
@@chekky47 a sign would have made absolutely no difference!
@@willb7081 How can you possibly know that?
What planet are you on? As if a sign would make a difference…😂😂😂
I been done by garage, return faulty car 3 days after purchase. Never got money back, went to court. Dealer got convicted and jailed. I get £4 /month from Crown Court 10 years on 😂
I'd get a cctv fitted in your office ( sound and vision ) if you had one you could have shown the police and that would have been the end of it , he had obviously done this before in the passed and folk just gave him his money back to get rid of him , he knew he wasn't entitled to a refund hence the performance.
The have gdpr laws to work too
When I was in business the worst liars I dealt with happened to be a policeman, a barrister, a lady doctor and a solicitor.
They were all absolute trash, a disgrace to their profession, all chancer's, trying to get something for nothing.
And your business😂😂😂😂
Doctors are the worlds biggest drug dealers. Paid incredibly well to sell poison. Massive bonuses to inject people with poison too.
Sickness is their business.
Or they were Joe public that claimed they had these professions when in reality they lived in their Mums basement....
Cool story bro...
"Lady doctor" lmfao
He had his bike chained to a lamppost round the corner
😂😂😂
I hate non refundable deposits, the car industry always does this on cars that aren’t even ready to be purchased, I understand that’s the way it is but it still doesn’t sit right with me, I just wish when you views a car it was actually ready to be sold
Sometimes cars just don't sell and have to be traded on or sent back to auction. The prep money would be wasted. They are secondhand and inherently need work. It's much more honest to get the customer involved and let them know what's being done to the car to make it right for them. That feels good to know.
The deposit covers money that will be put into the car, if the customer pulls out the dealer is out of pocket on a vehicle that might never sell.
@@davidhumpherson4904 That is insane.
What happens when a customer puts down a deposit and the identified faults are much worse and turn out to be way, way more expensive than the dealer expected?
Do dealers honour the fact the customer paid the deposit in good faith and go way beyond their expected budget to carry out the repairs and provide the car as promised?
I imagine not.
The world is full of strange people. If he was that bothered, he could have phoned you on the Monday for an update?
Did you tell them you were recording? Poor fella sounds like early stages of dementia. Angry outbursts are common.
Think I’d have given him his refund for the benefit publicity.
Always try and be the nicer person especially as used car dealers get bad press.
Lee you really need to get yourself decent quality CCTV fitted (inside and outside), then there can't be any "he said, she said" shenanigans. In this case, you would even have been able to prove that you made the calls AND what the customer will told etc.
In view of this, I would say it's an absolute necessity. CCTV in operation signs everywhere, footage backed up to the cloud. Sad, but very necessary.
Good advice. The camera doesn't lie.
After dealing vehicles for best part of 40 years I always have vehicles prepped, mot’d ect and ready to drive away immediately.
Yeah I get his comment about the MOT, but why isn’t the car repaired and prepped ready to go other than that? Save himself any of these issues with customers. I suspect it was a wrong telephone number initially, causing a huge misunderstanding
@@danvanbelk1it must have been the correct number as the guy knew about the switch they were waiting for .
Personally i would prefer the car had a mot before i paid the non returnable deposit,be gutted if it had loads of corrosion advisories.Also would like to have the car ready to go no messin around waitin for prep.Think thats why i buy privately Lol.
They don't MOT the cars before because if they don't sell they have to put a fresh one on each time.
Yeah I know.Its my personal buying preference.
I don't work in same job as you, I do work in service industry though for the past couple of years. The entitlement and bad attitude of people has amazed me. Absolutely no call for it, unfortunately the way many people are these days and the need calling out on it. Keep doing what you do, you're doing things the right way.
I think it would have been far easier to just refund him and get rid of him. All the aggro for just £200. You can just sell the car to someone else.
That guy sounds like an Ex civil servant by the way he changed tunes when the law was involved :/ I thought wisdom came with age but apparently not
Hi Lee,
My father suffered from dementia and just by listening to your video this older gentleman seems to be symptomatic. Mood swings, forgetfulness and poor understanding are classic symptoms. Obviously a very difficult situation to resolve. I think by calling the Police was your only hope in calming the person and clarifying your story. CCTV with sound is definitely the way forward to avoid any miscommunication with customers. Good luck with your business & RUclips channel.
Another youtube channel 6D Diesels recommended Precision Clutch Components Ltd, maybe worth a try if supply is an issue
And who would be a policeman having this all day.
Yeah and no back up from your superiors
I'd have refunded the dipper tbh bud, not worth potential scratched cars and hassle, I get everything done prior to advertising, then it's good to go, saves them going cold in a weeks time, tbh I tell people I don't really take deposits as it knocks everyone else out, I'll take one prior to delivery tho. Hope the mokkas OK for you, I bought a 66 plate mokka x in March, 3700 bid, 92k,proper retail car, put discs on it, service, autotrader said 6500,after 3 adverts and coming down to 4295 I'd still not sold it, hardly any views, anyway took 3700 from some poles, glad to get out of it,dont know what the problem was, can only think it was the 5 grand thing.
Having spent many years in retail having to deal with aggressive and unreasonable customers has gone from very occasionally to the norm now. Some people feel they are entitled to verbally and physically abuse retail staff . Only a few days ago I witnessed a fully grown man hurling abuse at a young girl a member of staff in a local Supermarket. People need to calm down and have respect for others.
Maybe CCTV with sound if that's possible in your office and outside would be a good idea as you seem to attract some interesting characters
Lee, I spent about 35 years in a government enforcement role, dealing with the public, good and bad. Quite a lot of it was with assistance of the Police, sometimes in riot gear !. If I could offer one small shred of advice, I would write down the communications (date and time) with the customers, perhaps via a customer database ?. It would be a pain for you to do that I know, but quick notes somewhere will help you in any dispute or aggravation. This guy sounds as though he has some memory problems or another mental challenge which results in his volcanic behaviour due to the problems of him coping with issues he can’t deal with. It’s very obvious that ignoring your calls for the best part of two weeks was his way of dealing with the small challenges of the car purchase which may have been a lot for him to cope with mentally. I’ve come across this quite often and it’s difficult dealing with it in the heat of the moment.
Genuine entry - I visited these guys and they were awesome. Let me have a test drive in a Juke. Exactly what I was looking for. This was around mid afternoon. I left a £200 deposit and left looking forward to getting the car. I got home a couple of hours later and through no fault of these guys I had to withdraw from the sale.
I called them as soon as I could to let them know before they started any work. One of the FIRST things I said was “this is no fault of yours, please keep my deposit that’s fair enough.”
Hand on heart the impression I got was they are as genuine as they seem in the video. One of the rare places I’d go to buy a car and have trust they’re doing everything they can to get it up to standard for you.
One day I’ll be back to get a car here and I’m utterly hooked on the videos. I’m fairly confident they could make a TV series out of the adventures they’re having since opening 😂
Congrats on your success so far and best wish for the future. Don’t be put off by one (possibly more) bad customer there’s plenty of decent ones who would happily support you.
You let them know within 3hrs and they didn't offer your deposit back!
Your conclusion from that encounter is that they are a genuine, fair and customer focused business? 🤔🤣
@@jedfra9172 it’s a fair point Jeff. But the document you sign does say about deposits and I’m old fashioned I saw it as my fault and pretty much didn’t give them an option to be fair.
If I go back in the future and buy a car I’ll be sure to remind them then. I get the feeling they’ll look after me.
If it was genuine, what was the actual reason for you withdrawing from the purchase of the car you paid a deposit for?
I only ask because if you had paid by credit card (and why wouldn't you!), there could be a way to have it refunded by the car company which would not affect the garage. You are covered for a multitude of situations. You can do a similar thing with debit cards, but it can be more time consuming to resolve.
Let us all know. You can still make a claim quite easily.
dodgy garage, why are you so broke that you have cars in need of repair lying around waiting for a buyer to show interest and use their deposit to buy parts to fix and sell. How about just have cars in working order, ready to sell.
Having been a taxi driver for the last 35 years the amount of violence and threats of violence over the years has been unreal , from people threatening to cut my throat etc it's got to the point were I now now only pick up people I know
I quit the taxi trade for the same reason. The violence and threats happened daily in the end and was too much.
Did you know that your insurance doesn't cover you for any of that, but it does cover passengers!
Whole worlds gone crazy
The general public never fail to entertain.
They walk among us, unfortunately 😬
As an ex retailer the organisation I worked for would have returned the deposit due to the expected adverse publicity or vandalism / damage after the event . Their view was what would be the least amount of cost in probability. Yes it used to grind my goat but they weren't a small business so absorbed it.
The fusion tdci I've just had similar issues with 1 and it was a crap lion battery ...... deposits are technically refundable however don't call it a deposit ...... call it a part payment on your invoice
Agree but for £200 I’d just refund it and move on with no stress or possible nutters coming round at night.
You left one message and he didn’t respond and then you left three or so others on the same number that he also didn’t respond to. You then said you found a “different” number that you got hold of him on? 🤷🏻♂️ There is no excuse for aggressive behaviour and refusing to leave but the guy may have had some demenita and anger can be part of that as well as not having great recall. I would have exercised discretion and returned the deposit. The car will get sold and the effort would have been expended anyway.
as this guy explained the old guy was aggressive and wouldnt let him talk
I would have refunded his deposit just to shut him up. Annoying as it is you’ll sell the car anyway and it will be ready to go.
No chance. Never reward bad behaviour
@@EddieWatts-j9i Had the deposit been refunded instantly, there would be no negative reviews, no bad feelings, the car would be back on sale and sold, very little money would have been lost. Sometimes it is worth just doing it than going through all of this and the stress it brings.
The car pitch , new daily soap on you tube. 😅
Looking forward to the next episode. Return of cycle man,or the bag lady.?😮
the story does not end here either 👍😁
Sounds as though you could start your own reality tv show. 🤣🤣
Reckon he should be on jackonary !😊
Funny how he said called 4 or 5 times and then on a different number why not different number before typical crooked car stealer ! I'd see you in a dark alley by by nose !!
@@ajw1467 Did He?
@avit24 that's what the muppet said keep up
If he hasn't signed any documents then it means nothing you should've given his deposit back. Once you both sign a document the transaction is done, complete.
A gentlemans word of mouth and handshake mean nothing, legally. So get off your high horse.
Typical con artist, playing the victim.
Deposit and part payment are different things.
While I understand it from your point of view loosing £200 is a lot and and you didn't really loose anything. Torn on this one.
Also do you not have 30 days to reject a car?
This is the prooblem with dealing with the general public is you can get customers that cause huge stress and are totally unreasonable. And that is after you have tried to deliver the very best service and value. And been very professional.
Funny how you only recorded when the cops come, looking at it from the outside I wouldn’t buy a car from you from the vibes….
I have a different opinion on this. I think you have to treat older people slightly differently in that you dont know their state of mind. I think sometimes its just better to diffuse the situation by giving him his deposit back. Yes you didnt need to, but sometimes just bite the bullet. Older people get a bee in their bonnet and wont listen. I think this could have been avoided and not a good look.
He's got a sister who goes about with a shopping trolly
And a brother with a bike.
I'd just give him his deposit back and tell him not to come back, not worth the hassle
And anyone else that comes in will cost lee a lot of money, if something happens Heavens forbid then that's a good enough reason, do learn how a business works.
@@tardeliesmagic or refund and dont make a video about it no ones the wiser
@@JohnnyMQB The customer is"The wiser" refund everyone who does this will result is a lot of money lost. Do please keep up.
@@tardeliesmagic so how would anyone know this if it hadn't been broadcast online,my boss does this from time to time and people really appreciate a bit of understanding
Feel sorry for you mate.. Luckily as you mentioned it doesn't happen to often.. I'd just write it off as a bad experience and be happy with your customer base with the enjoyable sales you have had.. There's always one out there Lee.. Sadly probably won't be the last.. That's folk and the used car game..
Over the last 40 odd years, I've had a few disputes with garages and in life I always stay calm as once you raise your voice you've 100% lost the dispute. 😂
£600 and no effort. Never think what if, that way madness lies and you made easy money. Take the win as a success, OK it might not be the best result, but it is certainly not a bad result.
Lee, the gentleman seems to be confused,Ii believe you mate,but just give him his money back he seems upset and I also understand your views,but he may be ill in his mind
Sounded old and confused, I know you are not obligated to but I would have given him his £200 back and moved on. The car is prepared and will sell quickly to someone else. Not worth the stress.
Just a hunch, you were dealing with the onset of dementia. Split second anger outrage is typical, may not have been his original intention, but hey ho. As a by the way, even little cafe bistros have sound & visual CCTV, they can listen to your private conversations. They should have signs up saying so, so should you now, maybe just put signs up til you get the appropriate kit. I admire your work ethics & integrity.
Give him is money back you would have had to do the jobs anyway
I recently put a deposit down but most tidy garages will say put a deposit down to hold the car until you view it if you change your mind
No worries money back
With out any questions
Unfortunately, it sounds like he's suffering from dementia. They suddenly go into a rage (and say very strange things). I also think it would have been cruel to put video of someone on RUclips if they have dementia.
if it was your daughter or mother you would *absolutely* expect the deposit back.
the car will sell again the next day,
you would *never* , *ever* , *ever* do business with an outfit that has taken your families money regardless.
Great video Lee. Many thanks.
The world is full of lunatics mate!
Hi Lee,
As you advised to leave a feed back about the guy who wants his deposit refunded. I think you should give him his deposit refunded and keep going positive. As you mentioned he is 70 years old and he may changed his mind for some reason. At the end you still keep the car at your garage and in all cases you gonna work on it and make it right for buyers. If not for this guy, for many who’s looking to buy a one. Keep up and good luck
my guess the old guy got you mixed up with another garage for a similer car abd ruined a good purchase & a local garage for service.
a good service garage are few and far between so look after your local ones as you never knownwhen you need them most
He sounds like an old man i would have calmed him down and give his money back life's to short old men think every one is against them show some heart do you really need his £200
Sounds to me like the old chap changed his mind and thought getting aggressive and kicking off would see you buckle and give him his 200 quid back. You handled it well Lee. Sadly knob heads like this think that rules, regulations, procedures ( and the law) don't apply to them. I be he won't take it up as a civil matter.🤔👍
Hi Lee love your channel but to be honest I would have given the fella back his deposit. Really the cars should be ready for sale as soon as you put them on the pitch. What do you do if the mot comes back with loads of advisorys do you sort them all out .I have bought from dealers and never had to wait days or weeks to buy the car.if I am wanting a car I go look and buy the same day if its what I like.Taking deposits for cars that are not mot' d does not sit right with me .I want to know what the full condition of the car is before I buy.still think you are one of the better traders out there and even after my above comment I would still buy from you but would defo ask about any advisorys policy first.
sounded like a old man you should of just given deposit back but now your posting it on youtube for what ? to make more money out off him lol
I'd have just given him his money back and got him out your hair. Life is too short for this nonsense. It really isn't worth the hassle.
To give some context - I'm a serving police officer in a different force.
I absolute hate civil disputes, such a waste of time that could be better used elsewhere, yet unfortunately we have to deploy as it's often a "stalemate" situation. People forget that police attending have NO MORE power than any other person on that site - police removing someone by force can only be done once the person on site has said they want the person removed - and even then the police are not using "police powers" to do this, simply common law powers that apply to everyone.
People seem to misunderstand this, and often call us and expect us to turn up immediately. I think people forget that a person on a forecourt is way down the priority list when you have a suicide, a murder scene, a domestic assault, a sexual assault and a massive pub brawl going on. The reality is we do deploy to these calls and i've been to many of them myself in my 7 years, but we can't always get there straight away. We have no more power than anyone else does in this situation, so calling police is merely asking the police to put themselves at risk of "assault" claims instead of yourself.
The police can ASSIST you in removing the person from the premises, under a trespassing definition. They had come there with a right to be there, however you have then withdrawn their right to be there and asked them to leave. They refuse. You can ask them again, if they refuse you can use reasonable force to remove them from your premises... this would of course involve physically taking hold of them and removing them, but in these circumstances it is not a criminal offence. Of course if you proceed to drag someone up the entire road and then give them a good punch or kick for the trouble they've caused you, then of course that is very different. You can remove them from your property onto public property. Of course you would be expected to be reasonable and ask them to leave first.
It might come as no surprise to you that if police officers are assaulted in a situation like this, by the person they are assisting you in removing - it's not "assault on emergency worker" it's simply "assault". Assault on emergency worker only applies where they are conducting a lawful duty. As this isn't a "lawful duty" and they are using nothing more than civillian powers to remove said person - the same powers that apply to anyone else on site - it's merely "assault".
In my experience we spend forever going around in circles with the person at a civil dispute and no sensible outcome is reached in any timely manner. Most "civil dispute" calls take a long time to deal with as both parties argue back and forth, something the police can't take any side on either way...
I'm not saying "Don't call police".. what i'm saying is "Don't call them and expect a timely response".
Would you rather the police responded to you immediately but knew that a woman was being beaten by her husband a few miles away, or a massive pub brawl was kicking off and they deployed officers to you instead? I think most people would agree that no matter how frustrating it is to wait, prioritising calls is of upmost importance.
Timely manner and that's the real issue isn't it undermanned overworked and inundated with calls plus underfunding and under paid it's a very difficult job you have I don't envy you
@@Familyman0838 Thanks. Said it before and I'd say it again. If I could find another job paying me the same at my age (not even 30 yet), with a similar shift pattern, (6 days on, 4 days off)... I'd resign tomorrow.
Joined for all the right reasons back in 2016, as a Special Constable then went full time the following year. In just that short space of 7-8 years I've seen the job change so much for the worse.
I once spent 18 months under investigation when someone decided to take their own life - without warning or notice. Most stressful 18 months of my life where I was told I would likely be dismissed... kept my job in the end but still subject to sanctions from it today, and this incident happened nearly 2 and a half years ago.
Thank you for clarifying this - happy to DIY where i can in order to keep you guys working on what matters. This country going down the pan fast and i see a day where you guys just wont be available for low level crimes like murder and treason 😂
@@ohnoitisnt Low level crimes?
Murders never have and never will be low level and we throw resources at them. Only 2 days ago we sat on a crime scene for a "suspicious unexpected death".. in other words a person was found dead in their house (which would ordinarily be a visit from the police and ambulance, followed by the removal of the deceased and paperwork and that's it). Instead it was deemed suspicious and it was a crime scene for 3 days on end.
Found out yesterday there's now another suspicious unexpected death, also a crime scene again.
Treason? Don't deal with Treason at all that often. Last murder I went to was a crime scene for almost 2 months.
@@thefiestaguy8831 I kid on low level, obviously. Keep doing what you do and dont be a tyrant on behalf of the state. Also if theres any disruption outside whitehall soon just do us a favour and let us all get on with it 😂
You should have MOTd the car and taken that cost from the deposit and go refunded minus any costs, and then advertised the car MOTd 12 months and ready to drive away,
If the car is as good as you say it is and I have no doubt it is then it would have flown off the lott,
How many potential customers might you have pushed away showing this?
It's an hard one trying to be the good guy and run a business I can imagine but parting with a couple hundred quid for a deposit on a car that needs work done on a promise is just as hard,
Good video as usual 👍
Lee what u did waz disgusting he was a pensioner.he might have had alzimers. 200 nowt w u..give him.is money back he's a old man..I like your channel...do.h sleep at nite..baz lpool..
Surely cars should be ready for sale ,as in any issues like the items you replaced ok the car,these should have been done already what if some body came with cash to take the car that same day
You're full of it! He put a deposit down and you still didn't MOT it! In the terms and conditions you can do as you wish.... you can post it all on RUclips but you're still someone whose using social media to rip him off! See You Next Tuesday is an apt euphemism for your kind!
He can't speak properly, or form his words correctly. Dementia.
Usually I'd be on your side in this situation Lee, and not let him win, but... I do feel it's dementia.
If only Lee had called the Police as his prices criminally low….
The thing is.... older people suffer from degenerative brain disorders and you never know. Dementia aware may be a better practice for taking deposits from the elderly. My advice to you as a reputable business is to walk away from actions like this and posting recordings of incidents is to remove this video. £200 is neither here nor there. Its very off putting to hear you're going straight to 'civil matters' over an innocuous matter in context of your business. It puts me off buying from you tbh.
aged 70 bless i would of gave him his deposit back i know he went about it the wrong way but he is a OAP !
i know where your comeing from but at that age he might have slight memory problem .
Just looking at the comments and watching the vlog. Why after getting no answer on the phone call why did you leave it a whole week before you bother to call him on a mobile number if you really wanted to talk to him and was that concerned about no contact as you kept saying in the vlog you would have used the other number.
Great vlog but in fairness it is down to you to try both ways to contact him using both numbers day 1 not the second week
If he gave a deposit I don’t get why you said you were waiting for him to commit? I think you need to be the better man with an elderly gentleman who may have been semi confused (etc) and return his deposit rather than being stubborn and waste police time.
You did the right thing calling the old bill, but even if they are not being violent, its your private property, you can tell anyone to leave for any reason and if they refuse, you have a common law power to physicaly eject them using reasonable force.
Unfortunately, trespass is not a criminal matter, and only the police can really eject people from private property I would be very wary of touching anyone that could cliam all sorts
@@harrysahota4072rubbish. Trespass is not a criminal offence it is a civil offence, therefore the police have no powers against trespass unless damage or violence. You are entitled under common law to remove them. Easier said than done. Risky😊
@@harrysahota4072behave i’m a sia doorman and if the management want the customer to leave it’s a case of a
Ask them to leave sometimes that works if you’re polite but if that doesn’t work Usher them to leave up close one hand behind making sure any cctv can see your pointing to the exit so any police or judges can see you’ve been non threatening.
If that fails it’s hands on … if the police ask you say this is the way you done it
@@harrysahota4072 aggravated trespass is though, and refusing to leave takes it towards the standard of aggravated trespass. I'd go hands on on anyone refusing to leave.
That's your management's decision. As a barrister, I'm telling you common law allows you to use reasonable force to remove a trespasser.
It's like people saying shops can't detain kids for shoplifting. They can they just choose not to.
To get rid of him and save urself more hassle I would have given him the deposit back. Then warned other dealer m8s about him. Saves any court letters.
Do u have your terms and conditions written down ? Also, was it cash, and did he sign the terms cause if he didn't, he could have a claim
You should of just given him the refund and told him not to come back that would of been the end of it
Then Lee will lose so much money it'll be no point getting up in the morning. You didn't watch & listen to the video properly.
@@tardeliesmagic I watched the whole thing and instead of getting the old bill involved should of just said to the customer because we can't agree on anything, here's the money back, please never come back to this car sales show room again thankyou, also should have said if you do come back again you will not be served and you will be removed from the premises,that is the end of it
@@alexmeinel7908 Brilliant, you watched but didn't listen to the whole thing & missed the point, well 2 points.
Sounds like he's got early dementia to me Lee
I don’t understand how you suddenly found another number and got straight through to him. Why wasn’t that number tried before? It wouldn’t justify his behaviour, but suddenly finding a new number?
They called the customers number but used another phone, one the customer wouldn't recognise as being the garage. That's why he answered the call.
Getting back to my point of cars ready to go,MOT should already be on a car,so that if somebody came with cash to take the car that day,without an MOT it’s not ready to go
One thing I do take away from your videos is the turn around times on cars, Personally on this occasion I see both side, plus no doubt theres two sides to this storey. You made £600 on the Merc for driving it from A to B, give the old boy his £200 back and learn from the experience.
Sorry you had to put up with that Lee. You dealt with it professionally, well done
Sounds like a combination of old age onset dementia and relying on phone messaging problems.
I think in future you should have your landline inbound / outbound calls recorded for evidence that also records what numbers are called or calling (Also able to print out dates and times). Also have cctv with audio in office for the future evidence . It means your covered if they say you didn't phone or kick off like that.
When the police heard it was a safe old English bloke,they all turned up as new it was safe.
Where are you based as my brother is looking for a Vauxhall Mokka
Kind regards Richard
You seem to have lots of trouble. Most of your videos are about problems and arguments maybe your the problem
You cannot expect to charge someone thousands of pounds for a car that won’t be ready to collect for week/weeks. Unprofessional here is a question Lee do you advertise anything with a full years mot. Or are you using every deposit to fund the mot?
Well handled Lee. Nothing stranger than folk….
Should your cars not be ready to go if your selling them ?? not needing fixing
Dealer don’t get cars ready until they have a buyer, in case they can’t sell them and auction it
This is why I no longer work in customer service, there are just to many people with issues out there that make it a miserable endeavour.
Question is, how many deposits have you been asked to give back. If only this one the I would have given his deposit back because it's not worth the £200.00. I recognise you have your terms and conditions but for the sake of your business I would not have blurted this out over RUclips. You might be in the right but it still looks bad. I went to buy a boat recently and I paid a decent deposit. I knew it needed work so I got the dealer to agree that the deposit was 100% refundable if I didn't accept it after the work was completed. Cut a long story short the work wasn't up to standard so I rejected it and the dealer paid me back within 2 hours. We parted on good terms and he fully understood my situation. From my experience, if the customer has changed his mind for whatever reason then don't fight it, you can always sell it to someone else.... I think this video did you more damage than the £200.00.
A whole world of pain and time wasted . Just return his deposit .
I am glad I didn’t as the next episode will show
The problem is, now quite a lot of you car traders are now demanding a deposit over the phone, just so I can arrange to view the car, there is no way I am giving someone I dont know from adam that I am giving him 250 pounds of my money to reserve the right to view and test drive the car, deposits should only be a viable option after I have seen the car in person and had a test drive and then I am still interested in the vehicle and I want to have a think on it and check out insurance premiums.....
Monty Python and The Ministry of Headmelting Complaints!
It could well be dementia or Alzheimer’s both of which come with confusion and aggression. On this occasion I would have refunded deposit as you’d easily have resold that car. Think how you’d feel if it was your parent. The non refundable deposit doesn’t sit will with me.
I completely get your headache with the Mercedes. We just sold one of our cars to a dealer for a quick profit and I’ve spent the last couple of days thinking I could have made more. However I have no come back via warranty etc so the car is now gone done and I can move forward. Love your channel and thanks for the tip on Tuza
I think if I hadn't supposedly received any calls I would of called them and asked about the car
What a silly man
In future records, all the way through
Used car salesman enough said 🤔
Hi Lee, watch your clips all the time. Your work ethic of going through your cars so careful ensuring all work is completed, a brilliant tradesman, with the, good old patter. 😂
Thanks 👍