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CASE STUDY Reader left fuming after MINI Cooper fails to match spec on dealer’s website
WHEN spending several thousand pounds on a new car, it’s reasonable to expect to get what you’re paying for.
That’s the assumption Mel Buchan, from Peterhead, Aberdeenshire, made in November last year, when he put a deposit down on a new MINI Cooper with Arnold Clark-owned Harry Fairbairn MINI of Inverness.
Working offshore, Mel wasn’t able to physically inspect the car, but after receiving details and pictures through, he noticed the MINI was missing the multifunction steering wheel it was advertised as having.
Mel told us: “When I asked why the correct steering wheel wasn’t on the car, I was told it was advertised wrong – although I was also told I could add it on at cost of £425. As I wanted the steering wheel, I agreed to go ahead.”
But further investigation revealed a number of other items – including parking sensors and floor mats – were also missing from the car, despite the ad promising them.
When Mel queried this, he wasn’t impressed by what he heard: “The only offer I was given was to re-order the car. But I was told the car advertised on the [Arnold Clark] site would cost thousands more than mine because of the extras.”
Frustrated at not getting the car he had paid for, Mel turned to Auto Express for help. We contacted Arnold Clark on his behalf. After a brief investigation, it organised for the parking sensors, mats and multifunction steering wheel to be fitted at no extra cost. Mel said he felt this offer was the best he was going to get, adding: “I was getting nowhere until Auto Express got involved, and expressed my disappointment to the manager when I collected the car.”
An Arnold Clark spokesman apologised for Mel’s experience, explaining the incorrect advertisement had been caused by human error when inputting data for his car. The company added it had “worked with Mr Buchan to resolve the issue and upgraded his car to include the multifunction steering wheel, parking sensors and black velour mats free of charge”.