Reply from Simon:

The van was not in this state when it was inspected - the customer has sent pictures where it is clear that the van has been hacked into (areas where there had been surface rust noted - that have clearly then been hacked at). The customer has also informed us that welding was carried out on the van after we inspected it as per the seller wanting to fix some holed wheel arches - and that it was taken to a garage for further inspection - we cannot be held responsible for any damage caused to the vehicle after we inspected it. Nor can we start removing parts/floors from a vehicle that at the time of the inspection is not owned by the customer. The customer has become increasing rude and abusive in her messages - accusing our mechanic of being blind along with various other things. The customer raised a problem 6 days ago - which was responded to within half an hour - the customer then did not respond until this evening. The locking on the van worked absolutely fine on the day it was tested - and various parts of the van were noted as being holed and rusty - customer was advised on how to treat these. The customer was asked on the 18th where the rust was that was found - she then responded this evening. We explained that we could not lift the flooring, or use more than finger pressure (can you imagine someone turning up to inspect a car you were selling and starting to hit it?) - as stated when she would have booked the inspection. No corrosion was noted on the MOT despite the customer saying it was behind the passenger seat - which would put it within 30cm of a structural joint. It was explained to the customer on the telephone what was noted in the inspection and that as with any corrosion when you began stripping it back it could be worse, go further, but this is the nature of welding - to which she agreed. This was explained at length to the customer however the tone of her messages became more and more rude - we advised that we would not respond further and would escalate it to Click Mechanic in the morning. To which she then changed her review. I would also point out that our communication to the customer has been nothing but polite and prompt, and we were most certainly on time to the booking. Read more