Purchased a 2006 Toyota Prius online, arrived by appointment to collect after ten hour journey, sales person not there, no one expecting me, when paperwork found it was incorrect and there was an issue over amount to be paid which took phone calls and meetings to resolve, the car wasn't taxed for a year as promised and after driving the vehicle away there were obvious defects that had not been noted or fixed by the Toyota Used Approved pre-delivery checks. These defects were

severely defective tracking/wheel alignment causing strong pull against straight ahead and steering wander
wheel imbalance/vibration
Rear tyres so old that although they had tread this was uneven and likely to aggravate tracking issues and the sidewalls were cracked and fissured because the rubber was decayed
front tyres were little known budget make and together with the rears not appropriate for a tyre sensitive car like a prius.

Since drawing these matters to the attention of senior managers at RMB they have refused any compensation for the trouble time effort and expense (£500) I was put to in curing the problems and getting the car to the 'rigorous standards' and repeatedly state these Toyota Used Approved standards only require tyres to have 3mm of tread and they completely ignore the tracking and wheel balance despite this being part of the Pre-Delivery checklist.

I have only asked for half the money I spent in fair recognition that I would not necessarily have had 4 completely new tyres on a 4 year old vehicle and I have had to write to Toyota Customer Relations and RMB have said they will contest this with them. If Toyota want to maintain and improve customer satisfaction as they claim they will have to eradicate dealers like RMB from their franchise if such people cannot do their jobs properly and recognise the importance of quality service and addressing problems fairly when they occur.