Ordered a new scala through a local mail dealer, signed new car order form, told it would be arriving in UK port in a couple of weeks delivered by end Feb. Put down £250 deposit. Since then realised the deal isn't that great and dealer unable to match what I've found on drive the deal. Understand I'd lose £250 deposit but being told that cancelling new car order is a £1500 fee?! Anyone else heard of this?

Is it built as to your order, and is it ready for importing to the UK? 

 

?

How are they going to get the £1,250 from you, are they intending taking you to court? 

55 minutes ago, elah1940 said:

signed new car order form

Did you read it properly before signing?

12 hours ago, elah1940 said:

Ordered a new scala through a local mail dealer, signed new car order form, told it would be arriving in UK port in a couple of weeks delivered by end Feb. Put down £250 deposit. Since then realised the deal isn't that great and dealer unable to match what I've found on drive the deal. Understand I'd lose £250 deposit but being told that cancelling new car order is a £1500 fee?! Anyone else heard of this?

Where is that £1500 cancellation fee documented?

I'd have a word with your local Trading Standards people and get some advice from them.

It may be that having a car built to your spec and then cancelling does incur a penalty, I don't know.

All will be revealed in the document that you signed without reading.

 

If the clause is there, if it is legal, if it is enforceable getting the money from you is another matter.

Thank you for your replies. I'm going to ask them where it was documented as I never saw this on the form anywhere. May well have missed it though. They made it sound as though the vehicle was already available in the spec I wanted but just needed delivering. I never had any extras added either just the 1 litre SE edition scala and they told me they had every colour available to order for Feb delivery. If it is on the form then I'm in trouble but like a couple of you said already, I don't know how they'd go about getting the money from me unless they took me to court! 

Sounds pretty unreasonable if it was a stock vehicle. Looks like a careful recheck of the sales contract needed.

Could also come under the category of unfair contract conditions.  

Edited 6 February, 20251 yr by Warrior193
added information

17 hours ago, elah1940 said:

Thank you for your replies. I'm going to ask them where it was documented as I never saw this on the form anywhere. May well have missed it though. They made it sound as though the vehicle was already available in the spec I wanted but just needed delivering. I never had any extras added either just the 1 litre SE edition scala and they told me they had every colour available to order for Feb delivery. If it is on the form then I'm in trouble but like a couple of you said already, I don't know how they'd go about getting the money from me unless they took me to court! 

If it's a stock "off-the-shelf" vehicle, then I'd be tempted to tell them to do one and see you in court.

elah, why not ask the dealer to match the lower price you have been given?

Tell them, they would then keep you as a customer for the future.

If you don't ask....... 

Time to talk with the dealers. Maybe the Manager?

 

Edited 7 February, 20251 yr by Carlodiesel

The other dealer has told me this is a typical "scare tactic" and not to be concerned as it isn't true they can charge me such a fee. Same with the £250 deposit apparently it isn't legal for them to withhold it. Not keen on dealing with the original dealership now, even if they can match the deal I've got, we've not had good communication from the start and the saving on other car is due to it being shown room stock so available immediately. 

Your new dealer might not be totally unbiased - and might be on shaky ground regarding the deposit, really depends on contract terms.

Probably correct on the £1500 penalty fee though. What does the contract state?

Do you no longer have your copy of what you signed?

 

It seems very odd to be soliciting the opinions of strangers on the internet and other garages when its you who should have the definitive answer in black and white.

No we don't have the copy. It was signed on premises by my husband. We both don't remember any mention of the fee in the terms. We have tried to contact the original dealership a number of times this past week to discuss and query it but nobody gets back to us. Hence why I've been seeking others opinions or past experience. 

I'm certain that it is a legal requirement in UK for the purchaser to be supplied a copy of any contract, what was the reason given by dealer for you not being supplied with one?  

We have just ordered a new Karoq, you don't get any paperwork in the garage,  but everything is online. You should have an email marked Digital Deal File with copies of everything. 

1 hour ago, elah1940 said:

No we don't have the copy. It was signed on premises by my husband. We both don't remember any mention of the fee in the terms. We have tried to contact the original dealership a number of times this past week to discuss and query it but nobody gets back to us. Hence why I've been seeking others opinions or past experience. 

Well, in that case the contract isn't worth the paper that your copy is written on.

Edited 8 February, 20251 yr by Paws4Thot

On 08/02/2025 at 13:07, DaveLees said:

We have just ordered a new Karoq, you don't get any paperwork in the garage,  but everything is online. You should have an email marked Digital Deal File with copies of everything. 

Oh really? I've had my husband check all his emails and absolutely nothing was sent to him. So basically he signed a new car order form and there was no mention of a fee for cancelling and we didn't receive a copy of it or anything else for that matter. We've emailed them tonight once again saying we are still waiting for someone to ring us. I will be going into the dealership tomorrow afternoon with my newborn baby in tow if they keep ghosting us. 

5 minutes ago, elah1940 said:

Oh really? I've had my husband check all his emails and absolutely nothing was sent to him. So basically he signed a new car order form and there was no mention of a fee for cancelling and we didn't receive a copy of it or anything else for that matter. We've emailed them tonight once again saying we are still waiting for someone to ring us. I will be going into the dealership tomorrow afternoon with my newborn baby in tow if they keep ghosting us. 

I had one email headed Digital Deal File,  and two emails from Skoda Financial Services.  These emails have copies of purchase agreement, Financial arrangements etc.

I would make sure that they have the correct email address,  and then get them to send those emails ASAP, I don't think that you get given any paperwork now.

It's all online now, apparently it's progress......

18 hours ago, elah1940 said:

Oh really? I've had my husband check all his emails and absolutely nothing was sent to him. So basically he signed a new car order form and there was no mention of a fee for cancelling and we didn't receive a copy of it or anything else for that matter. We've emailed them tonight once again saying we are still waiting for someone to ring us. I will be going into the dealership tomorrow afternoon with my newborn baby in tow if they keep ghosting us. 

What is the name of this dealer? Were you supplied with a copy of the order form?

18 hours ago, Warrior193 said:

What is the name of this dealer? Were you supplied with a copy of the order form?

Lookers Stockport. We were not given a copy of the order form no. That is the only document signed. And nothing was emailed to my husband... There were no documents from Skoda financial services. But the sales rep did say the finance checks would be at a later date. I still haven't heard back. The new car sales manager is back in today so I've emailed him and will try another phone call. 

Found this on GOV website. https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services 

Heres an etract.

Businesses can keep your deposit or advance payments, or ask you to pay a cancellation charge, only in certain circumstances

If you cancel the contract, the business is generally only entitled to keep or receive an amount sufficient to cover their actual losses that directly result from your cancellation (eg costs already incurred or loss of profit).

Businesses must take reasonable steps to reduce their losses (eg by re-selling the goods or services).

Non-refundable deposits should only be a small percentage of the total price.

Cancellation charges must be a genuine estimate of the business’ direct loss.

 

Worth a quick read and perhaps a call/visit to citizens advice. If its done online then 14 day cooling off option. If its done at the dealers then you get none. Reckon they should have given you or emailed a copy of the contract. You could also try https://www.themotorombudsman.org/ to see if there is anything they can do.

Alasdair

23 minutes ago, elah1940 said:

Lookers Stockport. We were not given a copy of the order form no. That is the only document signed. And nothing was emailed to my husband... There were no documents from Skoda financial services. But the sales rep did say the finance checks would be at a later date. I still haven't heard back. The new car sales manager is back in today so I've emailed him and will try another phone call. 

I believe that the dealer has breached UK contract law if that is the case - unless a copy of the contract was offered, but declined by you, which should have been noted (and signed by you) on the contract.

I suspect the contract will be void.

@elah1940 @Alasdair1 @Warrior193 - As upthread, I think this "contract" isn't worth the paper it's written on.  

Thanks everyone..your input has been extremely valuable 😁 happy to report I managed to speak to the sales manager who apologised for the lack of communication. He confirmed we should have received an electronic copy of the new car order form and it sometimes goes to junk but it isn't in my husband's junk...anyway the results of the conversation is that he will refund us the deposit and no mention whatsoever of the £1500 which the sales advisor emailed about. Thanks again for all your replies and advice.

Glad that got the matter resolved with a positive outcome. This shows how Briskoda should work.