If it’s in warranty, it’s in warranty, if it’s not it’s not. Just explain the warranty conditions/length and be honest. Sensible people will understand. 👍

That's the gamble with old cars, there will always be faults. Stick to your warranty period or your profit will go out of the window. Lots of these people expect a Rolls Royce for banger money.

Anything out with the warranty is taking the piss. Some people really have a cheek. Goodwill only goes so far. I admire your patience.

Outside of warranty period, customer pays for everything, simples

A warranty is a warranty and when it up it’s up,you’ve been more than fair.

These people are treating you like a brand new dealers, they are second hand cars with limited warranty and out of warranty. You need to get firmer with these people.

This is the sort of thing I have to deal with too. The blue Aygo might have a black box fitted draining the battery. I sold one of these once and the battery kept draining. Nobody could figure out why. Turned out it had 3 black boxes fitted by the last 3 owners and they were all draining the battery

You are to soft to be a used car dealer, if it’s out of warranty ,they must pay.

I think you're being taken advantage of 10.000 miles in lockdown

Your probably one of a few car traders who would even entertain doing these jobs for customers without payment or even just partial payment. My take is, that if you keep the customers happy (even if your not obliged to) then they’ll keep coming back, buying cars from you in the future & also recommend you by word of mouth to friends & family. Obviously there’s a line, but these relatively small jobs are probably worth doing to keep your customers happy & your business with an excellent reputation. Your clearly a good guy & customers will appreciate you going the extra mile for them.

What I learned in years of retail is go with what you'd feel good about. If the customer is nice, polite, understanding, reasonable or you feel a bit sympathetic for them due to their age or circumstance then it's okay to do what you can within reason even if you take a small hit. Can't put a price on feeling good about yourself after all. If the customer is unsavory, full of attitude and all of the above then it's a "I'm sorry I'm afraid there's nothing I can do for free" Reward good behavior and don't give your time and money for bad behavior.

I have to say,I would happily buy a car from you, I like your " honesty is the best policy" and long may it last However it needs to flow both ways.

The one with 10k on it, it’d tell him it’s his risk but as goodwill, you’ll split the bill in half.

I’ll on your channel from now on, thank you for the tips and honesty

Smile whenever a mechanic describes plugging in a diagnostic as labour!

under the consumer rights act - the dealer is financially responsible for the repairs of the vehicle within the 1st 6 months regardless of warranty time frames. if you read it , it clearly states- " if a fault comes to light after 30 days but before 6 months you are entitled to a repair, replacement or refund. " this is exactly why all of my cars go away with a 6 months warranty as standard so there is no chance of a customer backing a car onto me after the first 30 days rights of rejection have expired.

Hi. New to your channel love the content looking forward to your up coming videos. Regarding the repairs If they are In the warranty period then repair or replace. If out of warranty then I would charge It Is as simple as that. They bought the cars with a set warranty period.

Sold as seen for non warranty jobs, warranty jobs fixed strictly within the warranty period.

Sounds like a decent honest guy.

Just come across your channel. You seem to be honest and I think some customers are taking advantage of you. If it's out of warranty then that was the deal made at the time .sometimes it's ok to help the customer if the car is just out of warranty and you want to keep your good reputation as long as the customer does not take the pee. I would definitely buy from you as you are so honest which is nice to see.it must be disheartening at times but you set a great example which is rare these days.

If you are having to do warranty work past warranty date as goodwill, then when you work out a price for selling a car you need to add £3/400 to the price for "goodwill" otherwise you'll be out of business. Tell them three months or extra £xxx for 6 or 12 months and get them to sign in the paperwork that they understand the warranty is 1/3/6/12 months and no longer. Cracked bumper! Remind themit was sold as a used car with minor damage, not a NEW car. And that the selling price would have been higher if you had made it 100% Bet if you offer to repair they will expect AS NEW repair, not a tidy up! Bravo I'd have done what you are doing for the fee discussed, that one you have to put down to experience. Sometimes clients believe that a years warranty applies no matter what. Needs politely made clear it's their choice at time of purchase.

iff its out of warranty charge them simples

Interesting content keep it up good to see some honest car dealers exist 👍

On Bravo hopefully customer will not be annoyed at waiting for car longer after you have explained what a full job you have done to prevent them having a future problem. You should be proud of your 5 Star service here. 👍

Actually with the mitsubishi I would offer to put a hot staple or two behind the crack, free of charge and tell the buyer that should stop it getting worse 👍

Prepare cars properly, be 100% honest with buyers and sell at honest prices

Warranty period is a warranty period. But your reputation is built on your customer service. If customers like you, and the way you run your business they will return to buy again. Watched many of your you tube videos and your commentaries are spot on. I think you are on the right track by being conscientious and honest with your customers. When I had my small business I always felt that the sale I have tomorrow is more important than the sale today. In other words keep building for tomorrow, next week, month, year.........

Handy hint I bought loads cheap Poundland tool storage boxes and storage kept them in each car I was working on as I repaired things. To keep bolt clips and various other items

I would charge them full wack it's two months out of warranty charge all of them.

In my experience when you need to do anything behind the dash and in the footwells whip the appropriate seat out. It's only 5 fasteners. Your ribs and spine will thank you.

With ones like the girl with the small crack in the bumper the best bet is to point out these things when they come to look , maybe even have a chart like hire car companies and indicate any blemishes and get them to sign the chart . Covered 😁😁

People should realize that they are buying a used car that's in it's twilight years, not a new vehicle that is just starting it's life. With any used item, especially a motor vehicle, there are going to be some minor faults which you are just going to have to live with. If the car was absolutely perfect, then the original owner would still still be driving it. You deal in the lower end of the retail market and supply cars to people that don't want to spend a fortune on a budget runaround. I think you operate very fairly, the vehicles are safety checked and obvious faults are rectified. Well done and keep up the good work!

SIR YOU ARE RUNNING A BUSINESS....TIME AND MONEY ARE PRECIOUS.. WARRANTY IS WARRANTY ONCE IT'S DONE IT'S DONE END OF

Amazing amount of faffing about with the interior on that Fiat to get to where you needed to. Its almost as though the people at Fiat sat down and made it as awkward as possible. Thanks for explaining that its not all plain sailing regarding the warranties as well.

Firm up on the warranty, allow a month grace over the period as goodwill then tough! Also, on the business side take £50.00 out of each car and put in a warranty/aftersales pot and use that to offset the snotters to help spead out your expenses being a new business.

I work in the motor trade and you sound like someone who is honest and actually wants to help their customers. I do agree with the other comments though in that if its outside the warranty period that the customer was aware of when they bought the car then the repair cost is down to them. Obviously there can be circumstances where where you want to show some goodwill in which case why not get them to pay for the parts and fit it FOC for them (ideal in the case of the wiper motor cover).

If that was my ka I'd expect to pay the full whack

Black aygo. Fit the cover for free. Tell him to foxtrot Oscar on the mat. And you don't wanna see his face again

I would charge them for full cost for the out of warranty work and hope you are staying safe and well and hope you had a good weekend and hope you have been able to win some more cars at auction

I had a Renault Espace. I had something go wrong in back of engine bay. It took them all day to take the car apart and put it back together. And five minutes to replace the part. The labour was massive.

10k mileage, im sorry this is excessive in lockdown

You are way too good (soft!) to be a used car dealer!

Well done mate very good content !

Honesty is always the best policy when offering goods and services, especially in the case of the Bravo, I applaud you. Please dont let people take advantage of your good nature though, you are a rare person in the used car industry. :)

End of the day could you imagine main dealers doing anything out of warranty 🤔 i dont think so, stick to your guns mate, you seem a fair man but u not running a charity lol

Goodwill only goes so far some of those are having a laugh, 10k miles (a lot of essential journeys there) on a cheap car what's he expect? Whilst it might be an obvious no to the Mitsubishi she did wait a long time, a cheap bodge if poss???

I used to work in a repair shop. They started to offer budget repairs with cheaper parts as an option. That unfortunately attracted a specific kind of customer. These customers started expecting freebies, free repairs that had nothing to do with the work completed, out of warranty repairs etc. literally these people expected to be treated like royalty, but didn’t want to pay more than pennies. Once they switched back for original parts and more money, there were MUCH less of these people around. They probably lost a few customers, but trust me, it’s not worth your time to deal with returns over and over again. Conclusion- it’s really hard dealing with the lower end of the market. People have the highest expectations, and there’s very little margin to play with. I repair electronic devices on the side now, and I refuse to work on cheap equipment. I always quote for original parts, with warranty and I very rarely have any issues and if there are any, they’re very quickly resolved. And, because the equipment usually has decent value, people are prepared to pay to get it working and aren’t funny about the prices. I understand your point of view, I tried to be nice and do “favours” for people because I didn’t want to see equipment being thrown away or to just help someone out but 99% of the time all I got is ungratefuless.

Warranty items are normally for mechanical defects only - trim and other faults are fully chargeable - it may be worth thinking about selling warranties so you offer the option of one - or recommend one of the many companies of they want to take one out - taking the choice to them and then you can pass the work to your garage mate

Good will always brings ppl back and sends positive referrals back to you.

Wow an actual honest person selling cars i found a guy like yourself when i bought my 2010 golf and only had to go back to him once over a issue which he fixed it now i am not a mechanic but if things need to be sorted the Internet is a really good place the amount of money i have saved over the years can be a challenge working on a driveway at home the satisfaction i get is not paying hundreds of pounds

I’d do the labour on the ka mate and charge for parts . The blue igo probs just needs used every few days ive had cars like that the parts on the black Igo i would do the same the crack on the bumper tidy up as best u can and tell her it she accessed and accepted it when bought

On the Bravo, I would have measured the hole through the middle of the bit that had broken off the servo/motor and possibly you could have tapped a thread through both parts and used a piece of stud to join up the parts ,Loctite the threads would have held it, only a thought but it might of been a cheaper and stronger fix..

I work in a garage like yours over in ireland and we get people claiming every week, if they are out of warranty they have to pay for the part and not the labor. If it’s more than 6 months out of warranty then the customer pays all

If people are going to buy a used car a contingency fund is a must because as you know warranties make some repairs (free) however as a consequence you have to wait for authorisation from the warranty firm

Its good that you are showing the dealers side of a used car purchase . Some buyers have unrealistic expectations when purchasing a second hand car , and the guy with 10k miles and five months since purchase , if it was me, I wouldn't give him warranty .

Generally, I’m on the side of being firm with customers over warranty extent & duration - there’s always an exception, but it must be exactly that & not routine. If I can offer one bit of advice, it is to be very clear with customers during the sale process - explain clearly the condition/age of the vehicle & state how that translates to the offered warranty. Look them in the eye & get them to agree that they also think the offered warranty terms are fair for the vehicle. You will reduce comebacks out of warranty period if you stick to this mantra 👍

Car sales with older cars are a nightmare, so much technology and expensive pieces on cars plus people seem to have high expections of cheap cars - at the end of the day you get what you pay for. Fair enough if the car fails within the warranty period/mileage and the repair is covered under the terms of the warranty then you have to do it. The repair of the crack in the bumper is a bit much bearing in mind it was in the car when they bought and accepted it. Trouble is if you are kind and give away too much you will end up with zero profit on everything. One of the hardest things to get right being fair and keeping people happy!. Good luck from another small garage.

The Toyota Aygo , put it on a amp meter and check for a parasitic draw , if it's drawing ampage , pull the fuses until you find the offending circuit , it might be a bad module or short to ground .

Managing the customers expectations during purchase is key . If they expect to much ,explain the difference between wear and tear and mechanical breakdown. But you probably know all this anyway.

Learnt the following the hard way: If its out of warranty, then be clear with them from the outset. If its in warranty then you've got to stick to what the warranty covers. If the fault isn't covered, then charge accordingly. Be firm but fair. Don't confuse customer service with warranty service, they are two different things. You can discount things at your discretion, depending on what the issue is. If you do anything else, you're risking your business.

I'd set up a secret and personal threshold. Anything below £50 that's slightly outside of warranty (parts and labour), do it as goodwill as it's good for your name and will bring repeat business. With 10k though, sod them.

first black ka is far out of warranty period I'd try charging them for the part (new) to future proof and you have kept them happy with free labour the aygo trim guy sounds abit fussy so wonder if will be a future problem and the blue aygo I'd check to see if it has a tracker they cause a slow drain I had one behind a glove box causing a drain and being an ideal learners car etc sounds very likely. the fiat is a pain but I'm sure you'll be glade yoube dine other ones now rather than it comming back, you seem a great honest guy

The alternator could still be the problem. The diodes in the bridge rectifier could be damaged, causing reverse leakage. The alternator will charge fine, but leaky diodes will cause battery discharge over a period of as little as week or two. This typically happens when you hook negative up first, positive last. Always hook positive up first, negative last.

Hi, make sure the Toyota aygo hasn’t got a previous black box fitted... they are a classic drain if not used regularly.

Warranty is warranty between the dates given, once it’s out of warranty it’s not your problem. Unless the 1st complaint was in between the dates given then they pay full price. It’s a business not a charity. Great video mate, the joys of the motor trade haha

First video I've seen of yours mate. Subscribed now. I do believe sometimes you should go out your way to help people out but at the same time you have to think about your business. It's not like you're selling people ferraris or lamborghinis. People do start to take the piss unfortunately. Should be stricter with the warranty mate. Will save you a ton of money and time.

Always be 100% honest, as for cars outside warranty, then the customer has to pay. It may help you if you look at the Consumer Rights Act 2015 in regards your responsibilitys as a car trader. New subscriber in the UK.

It's refreshing to see some dealers actually caring about the product they sell and the customer. The amount of cars I normally have to view before coming across an honest one is barely believable. Bodge repairs, lying about condition, bs about what you expect for a cheap car. Yes a couple of niggles I expect but brake lines covered in grease or engine puffing smoke like a steam train is not acceptable. Sadly most customers are also just the same with their nitpicking. This is the main reason I gave up selling motors. Too soft as you mate!

I’d ask for half after warranty depending what it is then after that would charge

My family used to be in the New/Used car trade, used buyers are the worst, want everything perfect and when they come back in for servicing they're like a bin! Makes you laugh!

I have just had a car from seat main dealer and front spring broke plus top bearing damaged and noticed after 6 days and 80 miles. Had to fight dealer to pay for repair and spring looked like it had been broke a while. I wouldn't expect you to do out of warranty as you have mouths to feed as well. You can't be honouring when out of warranty or else where will it end.

Aygos are well known for leaks, neighbour had one from new and it was back many times for leaks which wernt solved by the main dealer... she traded it in for a fiesta.

KA - Out of Warrantee + 10k miles is a bit off = 50% labour as good will + 50% on parts ( goodwill with clenched teeth ) due to mileage since bought explaining the mileage done since purchase and above average so really had his money's worth. Blue Aygo - Since close to 3 month of Warrantee and it has been back before - think need to swallow the labour & source drain on Battery. Might be a simple interior bulb but could be the owner lack of use which is a minefield. Black Ayo - Cover for wiper motor fit that and floor mat No, as age of car and sold as seen when bought / not covered by Warrantee - Take clip from passenger side and fit to drivers side in case mat slips and chaos when he crashes !!! These stud clips are on the car when new irrespective if floor mats are fitted - had same on my daughters 2015 Focus - dumped the aftermarket mats and bought genuine Ford set which didn't come with the studs as already on the floor. Owner will want you to empty the ashtray next as full ! Bravo - Needs fixed and get it out the door -you and the customer were very fair and a bit of break even car. Just one of those Fiats.Just as bad as Ford Focus Bonnet key release with broken plastic fittings.New Buyer knows the car is a good buy and that will bring back repeat business. Colt - Ask her to bring it back in and show the blemish is non structural and won't get any worse. You could repair but cost would be £200 and really not worth fixing. Think young drivers just panic the crack will get bigger and the bumper will fall off ! Just a bad week at the office but remember the good weeks when everything flew out the door :) At least not engine or gearbox failures ! Oh apart form Peugeot 106's

Important to keep customers happy but doing 10k in 5 months is alot of miles and that's outside the warranty so I wouldn't do it for that car but the blue Aygo just seems to be the car not being run often enough and would be helpful to see if you can find the drain for the customer. Black Aygo, would throw in the cover for free but the paint is up to them as already there and it's nitpicking on a cheap car.

In my experience, goodwill depends on the attitude of the customer. If it's a repeat customer or one you did a good, enjoyable px with, then I'd offer a compromise (there will always be one!). They pay parts and you'll fit it free, you add a provision that they use you for the next service/MOT, etc. Building a good reputation is vital and will serve you well. You'll ALWAYS have the odd customer who's a bit of a Karen. Just remember to always be polite, explain the warranty terms clearly, and see if they will compromise. Decent people will always understand once a situation is explained. Unfortunately, retail of any description is a magnet for the "I want everything for nothing brigade", and they come in all creeds and colours! You can have a right rough bugger turn up and have a pleasant, jovial transaction, and the next customer could be a respectable-looking Gent who's a right Berkley Hunt. It's a lot easier and beneficial to be nice (even on the head banging the wall days)

Dunno what it is, but I've sold 3 cars this weekend and every single person has wanted to haggle the price slightly without warranty I've been including 6 months within all my prices. I've explained to customers if they are not including warranty then the car is sold as seen I've written up the sale contract to express the same and that's that. Only so much you can do for people and if they wanna drive round at their own risk then that's up to them As for the warranty, if it's in warranty I would always sort if it's covered, if it's out of warranty then the customer pays

The thing is with 2nd hand cars is the original owner normally gets rid for a reason

I'm an American. And I've never heard the phrase "running lumpy"... But I like it. I think I'm going to start saying that.

I work in the automotive industry. How we simply deal with warranty claims (blue aygo for example), providing it's in warranty I would offer free labour, and make the customer pay for the part as they have not driven it enough. If it is around a month or so out of warranty I would offer some goodwill split just as a guesture. If it's more than a month out of warranty it's a diag charge and customer 100% liable unfortunately. If the vehicle is in warranty and a fault with no customer factor is found, you need to replace it all for free. This was park of the basic structure for automotive service advisor. Customer service isn't telling the customer yes all the time, it's finding a reasonable solution. At the end of the day you're a business not a charity. I hope your business flourishes because you seem like a really honest bloke. Best of luck

As a customer if a car has a fault within warranty then I would expect it to be fixed. If it's outside warranty then it's my problem to repair. I would ask supplying garage for a quote. It's great to be fair within warranty periods but after that it's down to buyer to pay for repair. As for split in bodywork that was there when bought - tricky - if you didn't point it out then maybe as a goodwill gesture repair. If customer was aware then they should pay.

Love your videos, very informative! What’s a good warranty provider to work with? I’m with warranty wise but I had 3 customer complains about they refusing to fix the problem and given no sense explanation why not, so I’m looking for a better one, any advice? Thank you!

I only see one being warranty work being the one with the battery drain as that was an issue whilst it was in warranty, that then followed through

For goodwill, I'd provide a labour contribution and charge the parts. Its assessing whether it's a micky take or not. Given the market you work in, you'll be after repeat customers but its balancing the 'marketing costs of this.

If it's a day out of warranty, then yes be a bit flexible but months out (depending on your cost) then it's down to them, otherwise your cars are going to have a 'life time' warranty and a business that's not viable!

If warranties out of date then what can you do. There’s gonna be a few little problems with an old car always. Number issue is sold as seen. She knew about it and purchased happily I would gather so

2 and 3 fix at your cost and cover and mat clips you pay for. 1 charge for labour

I’d do: Ford KA - split the bill 50/50. Blue Aygo - if battery is down to lack of use, advise customer to buy a solar charger from Halfords. You can’t do much about lack of use. If battery is down to a drain somewhere then you fix it. Black Aygo - if the cover for the wiper was never there when the car was bought I’d charge for it. Not sure how much the floor mat clip is but maybe throw that in. Need to be firm but fair to get recommended onto their friends and family would be my view.

Do you not do window tinting there always a gd substitute for making a bit extra. To pay a bill or 2

Battery faults on a lot of newer cars can be down to not being locked correctly. Not locked, ignition off and key /card/transponder removed = software in semi-dormant mode but some parasitic draw. Locked one plip software shuts down certain circuits still a lower level parasitic draw. Double or dead locked usually all systems shut off except security devices. So little or no parasitic draw. If the vehicle is not used regularly or parked in a garage unlocked or only partly locked you will get issues. Honda had real issues with the civics in the mid 2000’s cos of it. Long stay car parks at airports were a common call out. Check the handbooks instructions on locking procedures.😉

5 month 10 k its nearly ready for a service i would charge for parts and 50% labour remember that they get 12 months cover on a repair so either tell them they are used parts with 3 month cover or fit new but it two out of warrenty so there a cost to repair due to mileage.

Depends how much you value repeat business and reputation. First one (Ka) I would charge labour not the part,. Second one (blue Aygo) I would say it's the fault she's told you about within period so you should honour the warranty and sort it. 3rd (black Aygo) just throw in the trim as good will, it's no use to you and goes an extra mile for the customer, the one with the crack in the bumper (Mitsubisi?) - was it obvious on sales photos? I wouldn't do anything on that

Depends if customer is going to use u for servicing ? It’s due a service just now 10,000 since delivery?

The joys of used cars. But fair play to you for going the extra mile. Whats the value of your name and reputation???. Well done!!

Yes it does to me as well

Always avoid French cars but overall I would take care of the small details for customer service. Regardless you’re amazing & please keep being honest to knew car owners those learning how to drive, along with those going on about their day. Making a big difference!

Great vid! If i sold a car at home how can you give buyers a test drive with no traders insurance?

Honesty is best policy. KA: fully explain the issue to customer, explain it is out of warranty give retail fix price but as a goodwill gesture offer to do at no profit. First Aygo: you replaced the weak 12v previously, it is user inflicted issue by not using car, tell her she is lucky if she had a Prius it would be flat in 2 weeks, advise no issue with car and she should trickle charge once a week. Aygo Black: if cover was missing/broken when car sold replace for free, if customer has broken it they pay. Bravo only right to get right before hand over but if the deal is too tight your approach was perfect and customer obviously appreciated your candidates, everyone happy. Mirage, crack was there on purchase, its a used car, just get her a fair price to repair it, not at cost but not over the top and let her decide.

Outside of time, she pays simples! The one with battery if she’s not using it tell her to buy a trickle charger as any car left for a while will lose power as on modern cars it will take 1/2 to 1 amp drain when asleep, or tell her to disconnect battery when not in use 👍

We bought a s max from a dealer wasn't a main company warranty had a claim limit £300 and a 3 month warranty any after was our problem

I am new to your channel you seem nice honest bloke,I would charge full for virtually all of it,you seem really cheap anyway