Copy of email I sent to Graeme Grieve, CEO of BMW UK, after four months of non-admission of liability for this faulty and dangerous i3!

Begin forwarded message:

From: Richard S B Subject: Rejection of i3/Cancellation of PCP Contract/Legal Action Date: 23 January 2020 at 15:37:20 GMT To: Graeme.Grieve@bmw.co.uk Cc: Daniel Wales daniel.wales@barrettsbmw.co.uk, Kane.Tickner@barrettsbmw.com, shaun.bannon@barrettsbmw.com, paul.renney@keystonelaw.co.uk

Dear Graeme

Reference: BMW i3...Registration: T15 SPD

On the 9th August 2019 I ordered the above vehicle through Dan Wales at Barretts BMW Ashford. On Thursday 19th September 2019, I collected it and on the way home that afternoon to Margate the first fault happened with "Active Cruise Control” cutting out…weather was sunny and normal road conditions/average traffic/ speeds between forty to seventy miles per hour average. Ever since that day this “dangerous” fault has re-occurred and when you talk to Dan Wales at Barretts ask him for the video evidence I that had Whats App'd him on the 18th December 2019 at 11.58am

Five days after purchase on Tuesday 24th September, it developed a three faults; 1/ "Active Cruise Control” cutting out whilst driving in central London 2/ "Apple Car Play" not connecting 3/ "Parking Assistant" not working and as you are aware I called your Customer Services Team who were unable to correctly answer my queries or assist any further so they offered “ESCALATIONS” (who themselves are NOT FIT FOR PURPOSE). I then wrote to directly to you personally on Thursday 26th September and you never bothered responding instead passing it back onto the very people who the complaints were about who were unable to escalate any further as the people above them are senior management and NOT customer facing i.e. yourself, Mike Dennett and fellow directors. That meant I that was going to be 100% frustrated by this deliberate “anti customer" policy which you clearly support.

You only have to read one year’s worth of Trust Pilot reviews about BMW to understand that 81% are one star reviews (which should be a major cause for concern as they have occurred under your “lame duck” leadership) due to the way BMW UK (and some of your Main Dealers) handle their customers queries and complaints.

BMW should look at sacking you and replacing you with a much more caring individual who genuinely loves BMW customers and with someone who won’t tolerate any complacency, incompetence, negligence from their head office employees or unwillingness to deal with complaints. You have willfully ignored every golden rule about how BMW customers should be treated (over a long period of time) which in itself renders you “unfit” to govern BMW UK. But worst of all you have let down Paul Barrett and his lovely staff and undermined all the goodwill I have established with them since August 2017.

As you and Mike Dennett are fully aware Section 9 of the Consumer Rights Act 2015 requires you to supply goods which are of satisfactory quality and Section 10 states the goods must be fit for purpose. The problem described above shows there was an inherent defect in the goods at the time of purchase.

REPLACEMENT BMW i3 – under Section 23 of the Consumer Rights Act 2015: In these circumstances I am legally entitled to a replacement BMW i3 of the exact same specification (which has not been offered yet). Barretts wanted a fair and reasonable time period (over a three month period starting in October 2019) to repair the defects which they tried to but were sadly unsuccessful in actually fixing or finding out what the specific faults were. They have supplied "Alice" (who I spoke to earlier today but she refused to answer my questions and was extremely unhelpful) with all the required evidence.

I am therefore requesting that you provide a replacement i3 immediately and take this faulty i3 away.

The Consumer Rights Act 2015 states remedies for breach of contract must be performed within a reasonable amount of time, without significant inconvenience to the consumer, and whilst the company bears all necessary costs. You’ve had over three months to sort this dreadful mess out but what have you actually done to resolve this since I wrote to you on the 26th September 2019, Graeme?

I have been severely inconvenienced and have been far too patient with you since 26th September 2019, so before commencing legal action against you and Mike Dennett give you one final chance to attempt to put this “nightmare” situation right. If I do not hear from you with a satisfactory response to this letter then I will reserve my right to start legal action against you to recover my losses. I do intend to notify the motoring media, the press and investigative journalists about the way I have been treated by your staff in both your office and financial services since this first started.

1/ Finally will you confirm receipt of this email?

2/ Will you confirm repayment of my £1,500 deposit to my HSBC credit card as well a three months payments of £480 per month to my Nationwide Bank? Who has the specific authority other than yourself to make this happen?

3/ Will you formally apologize and admit liability for lack of response to my previous emails to yourself?

4/ What “gestures of goodwill” and compensation are you going to or are willing to offer?

5/ Will you or Mike Dennett cancel the PCP agreement/contract by close of day Friday 24th January?

Yours sincerely

Richard Selwyn-Barnett

cc Dan Wales, Barretts cc Kane Tickner, Barretts cc Shaun Bannon, Barretts cc Paul Renney, Keystone Law