Went to the garage to look at a Honda HRV that was advertised on Sunday the 16th August - took a bit of time to see a sales rep but that was good news for the garage as they were busy - nice guy pleasant and very well mannered. Didn't buy the car we went to see but did buy another that had just been brought in, agreed a deal and agreed to pick the car up the following sunday ( the 23rd August) as part of the deal we agreed a boot liner from another vehicle on the forecourt would be put in the car and we also agreed a full tank of full. Car cost £18290, deposit paid £290. Balance to be paid by the following friday if we wanted to pick the car up on the Sunday as the banks would not process anything on the actual day of pickup. So we agreed that the rep would get in touch and give us the bank details - as the week went on and it got closer to the friday ( deadline day to make the payment so we could pick the car up) we never heard anything from the garage so we called asking that the rep get in touch ASAP, a second call was made requesting he get in touch ASAP a third call was made and we just asked for the sort code and bank account details to get this money paid. Money paid on the friday and we waited to hear if the deal was all going ahead as agreed. Called the garage to check everything was going as planned and BOOM the bombshell drops - e really sorry you can't pick the car up as the previous owner has not handed in the V5 - they have lost it but they have assured us they have contacted DVLA and a replacement is on its way. so here we are in this situation where we have handed over the cash in full and cannot pick the car up because the garage have effectively accepted a car and then sold it without the V5 ownership documentation being in place. We were told the car would be ready that week and we said that we would pick it up on the friday ( 5 days later than agreed hopefully to give them a chance to sort it all out) all agreed and assured the documentation would be in and the car would be ready - time moved on and the documentation never arrived - customer goes into garage - call made to the DVLA and payment made for new documentation was being issued. Again a date was agreed for the car to be picked up and we were assured by the garage the documentation would be there and again we were let down. the car was eventually delivered two weeks two days after the initial agreed handover day - garage were very poor at communication and as a sweetner as they call it we got an apology from the manager - an additional tank of fuel that we have to drive back the 30 miles to get refilled, a set of car mats that was agreed with the sales rep in the first instance and a new boot liner because someone stole the other one in the forecourt - what a joke - shocking and to be honest this Garage should display what they really are all about - a logo suitable would be We care about your money not your care. I still cannot believe they think it is acceptable to take payment in full for a car they dont have the documentation to sell and that its acceptable to have your customers payment in full and keep a hold of their car - and our car we had was sold and we had to delay the handover because of this - what an absolute nightmare experience and I would never return to this garage nor advise anyone to go purchase a car from them - letter on its way to Ombudsman