The consumer’s issue:
“I bought a vehicle from a dealership thinking I will receive exactly what I ordered. However, I am still waiting on the AMI audio cables I was promised, and the brakes on my car are constantly making a noise despite the business attempting to fix it once. I would therefore like the AMI cables as promised at purchase, and to have the brakes replaced, as I believe that they are faulty.”
The accredited business’ response:
- We deem that there are two aspects to this complaint, which are namely the supply of AMI cables, and brake squeal.
- The customer was requesting cables which are only available as an aftermarket part and are not what is supplied by the manufacturer with the order of this vehicle due to safety reasons.
- The brakes were found to have collected dust due to non-use, hence the squealing noise, but were de-glazed free of charge. Unless we are able to diagnose a fault, or evidence is provided to demonstrate a fault with the brakes, we will not be replacing these.
The adjudication outcome:
- As per the Consumer Rights Act 2015, the business is legally obliged to ensure that the vehicle is as described and is of satisfactory quality.
- The adjudicator was not presented with any evidence to support a breach of the Consumer Rights Act 2015 and was satisfied that the consumer had been supplied with the cables which are provided by the manufacturer and that there were no faults with the brakes.
- As such, this complaint was not upheld in favour of the consumer. However, should the customer present any evidence to the contrary, the adjudicator has offered to review the matter further.
- Both parties accepted the above outcome and the consumer acknowledged her option of submitting additional evidence for another review of the case.