Letter sended to Head office Carshop. Good evening, On 22.06.2020, I bought a vehicle BMW X5 with the registration number YC65UMX from CarShop Northampton. After 3 days I called sales agent to explain to him that the car makes too many noises, he explained to me that he will contact customer service in order to book an appointment to the service to check the car. After few days I took the car to the Carshop service, I left the car there for a check and I have been called to pick up the car after few days, they said they have to replace few parts but that they are waiting for the manager`s approval to do it. After few days, I have been called again to take the car for the parts to be replaced, then after few days they called me again to pick up the car and to test it. I took it and drove it in their compound for few minutes and the car was making the same noises. They advised me to change the tires as the problem might be the tires as they are worn-out. I changed two front tires and I paid 450 GBP for it but after changing it, the result was the same the noises were the same. Next day, I went to customer service again and explained the situation and they booked another appointment for another check and the car remained in there. Second day I have been called and have been told that they have to change even more parts as the car has many issues and I have been advised to take the car home until they order the parts that need to be changed. On 21.07.2020, losing my patience as too many days were passing without being contacted by anyone, I took the car to Carshop customer service, and I requested a rejection of the car. Next day, Mr. Mike from customer service, called me to tell me that he discussed with his manager and that the parts have been ordered and they asked me to give them another chance to fix the car which I accepted as I also invested money in the car by buying tires, genuine wiper blades, mats and I paid to bmw to have an update to the maps and tracking the car so I did not wanted to lose these money. As the assured me that they will fix it, I accepted. After few days they called me and told me that they cannot fix the issues on the car and that they have to send it to the main dealer BMW so they can fit the parts and have a big check of the car. On 11.08.2020, seeing on my tracking that the car is back in Carshop from 7.8.2020, I went to to Customer Service again to ask what is happening with the car and they have told me that they cannot give me the car back as they did not fix an issue reported by me to the tailgate. I have told them that if the main issues (noises) on the front have been fixed I accept the vehicle back. They agreed happily and gave me the keys to test it. I drove the car in their compound for a test again and noticed that the car had the same issues both when accelerating from the engine and also to the wheels system, I went back to the customer service after 5 minutes to explain to them that nothing changed and the issues are the same. Mr. Mike from Customer Service told me that I should let him solve the problem and that he will arrange for a refund but without refunding what I have spent on tires and the rest which I accepted so I looked for another car from Carshop. Since 11.08.2020, I gave them time and for a week I looked for another car. Monday I have found the car and I have asked the same sales agent that sold the previous car to proceed with the documents so I can buy it (BMW X5 – reg number: FN66FVX). On 17.08.2020 in the evening I went to customer service to explain to I wait for their refund as I found a new car that I want to buy, he asked for 24h to discuss with his manager and arrange for a refund. On 18.08.2020, in the afternoon, I went to customer service to discuss with Mr. Mike again who regretfully told me that his manager refuses to refund the money and that he wants to send the car to the main dealer again. I am writing to you, and I hope that you will check this matter and take the best decision as I cannot take this anymore as I am stressed everyday and also pay monthly for something I am not using. Best regards, Gabriel-Vasile Marinescu