Towed Cars and Unresolved Repairs: A Consumer Nightmare

blockchain In an alarming tale of consumer rights and motoring woes, car owners in the UK are finding themselves in an unexpected predicament. After a delivery lorry collided with a parked vehicle, the subsequent handling of repairs and hire vehicles has spiraled into a significant issue involving claims, delays, and substantial financial implications.

In January, a delivery lorry from Bidfood reversed into BN’s car while it was parked outside her home. Following the accident, Bidfood enlisted the services of VMS, a fleet management company, to manage the repairs and provide a temporary hire car. However, since the incident, BN has struggled to receive any substantial updates from VMS. Each time she calls, the assigned manager is unavailable, and promised return calls have never materialized. Adding to her distress, BN has received five penalty charge notices (PCNs) for unpaid Ulez (ultra-low emission zone) charges, suggesting that her vehicle has been driven without her consent.

Shortly after BN's experience came to light, NC from Hertfordshire reported a strikingly similar issue. In June, her car was also damaged by a Bidfood lorry. Similar to BN, her vehicle was towed by VMS, which provided her with a hire car. Yet, like BN, NC has also been left in the dark regarding the return of her car, all while continuing to make monthly payments on a personal contract purchase for a vehicle she cannot use. In her words, "I’ve had radio silence from VMS." This lack of communication is a common thread in both cases.

Towed Cars and Unresolved Repairs: A Consumer Nightmare As the investigation unfolded, it was revealed that both BN’s and NC’s vehicles were taken to a contracted repair shop in Kent called Cobra Coachworks. Although repairs were completed and payments made, both cars have remained at Cobra, effectively held hostage due to an unrelated financial dispute between Cobra and VMS. This unsettling situation involves around 23 vehicles that VMS had brought to Cobra for repairs on behalf of various clients, including Iceland.

Greg Ebeling, managing director of Cobra, clarified the situation, stating that he is withholding the vehicles due to outstanding payments he claims VMS owes for other contracts. Despite VMS confirming the number of vehicles affected, they have not disclosed how many belong to private individuals.

According to VMS, Cobra is demanding a staggering £189,000 in arrears unrelated to the vehicles in question. However, VMS claims that Cobra has not provided any evidence of this alleged debt. The situation appears to be complicated further by VMS's approach to addressing the issue. After my intervention last month, VMS appointed a solicitor to formally request the return of both BN’s and NC’s vehicles. The solicitor emphasized that they may need to pursue an injunction to recover the vehicles, clarifying that any financial disputes should be resolved through established legal channels rather than using the vehicles as leverage.

In a surprising turn of events, Bidfood stated that they were not made aware of NC’s situation until August, one month after her car had been repaired and paid for. They were similarly unaware of BN’s predicament until I brought it to their attention in September. Bidfood expressed their concern over the unacceptable delays caused by VMS Global as well as the withholding of vehicles due to disputes with the garages they contracted.

This saga highlights significant issues in consumer rights and the handling of vehicle repairs in the UK. The distress faced by BN and NC, alongside many others, raises pressing questions about accountability and transparency in the auto repair and fleet management industries. It is crucial for consumers to understand their rights and for companies to ensure they maintain clear communication throughout the repair process. With the involvement of legal measures now on the table, it remains to be seen how this situation will resolve, but it serves as a stark reminder of the potential pitfalls in consumer affairs.