Vehicle Not Fit for Purpose, Refusal to Honour Consumer Rights, and Unprofessional Conduct
I purchased a vehicle from Hyundai Chiswick after being assured by staff that the clutch would be replaced and the car fully serviced before collection. The purchase was finalised on 22 July. Within days, the same clutch fault I raised during the test drive reappeared. As a professional driving instructor, safety is critical for my pupils, and this fault made the car unsuitable for my work. I contacted the dealership immediately (from 1 August) and returned the vehicle on 5 August for inspection. Despite this, the issue was not resolved. On 7 August, I informed the dealership that I wished to return the vehicle. Under the Consumer Rights Act 2015, a product must be fit for purpose, of satisfactory quality, and safe to use. I was transparent from the outset about my intended use, which makes this a clear case for rejection. Despite this, Hyundai Chiswick refused to accept the return, leaving me no option but to pursue legal action. Equally concerning was the behaviour of the branch manager, Philip White. During a call with my friend — who was helping me navigate the situation — he repeatedly and mockingly referred to my friend as “your wife.” This was not only irrelevant to the matter at hand, but unprofessional, disrespectful, and made both of us feel uncomfortable. My friend was shocked and deeply disappointed by the tone and attitude displayed. In summary: The vehicle was not fit for its stated purpose. My statutory rights were ignored. The conduct of the branch manager was unacceptable. I am now pursuing legal routes to resolve this matter, but I feel it is important to warn other potential customers. Poor service, lack of accountability, and unprofessional behaviour are not what I expected from a major brand like Hyundai. Iden Ray