The consumer’s issue:
“I purchased a brand new car from the business, and the vehicle had imprints of advertising materials on the paintwork. I informed the dealership of this, and they tried to rectify it, but the issue was still there and I requested a rejection. They took the vehicle back again for repair and rectified the main issues, but I am still not happy with the finish.”
The accredited business’ response:
- We have reached an agreement with the consumer regarding the paint issue.
- The vehicle came back in for repair and we addressed the issues with the marks on the bodywork.
- We understood that the customer was happy with the work carried out and deemed the matter to be closed.
The adjudication outcome:
- The adjudicator highlighted that vehicles must be of satisfactory quality when they are sold.
- They also acknowledged that the consumer was not happy with the work carried out, despite the business believing otherwise.
- After assessing the photographs sent by the consumer, the adjudicator agreed that there were issues outstanding, but were not significant enough to warrant a rejection.
- The adjudicator decided that the business was liable to rectify the remainder of the issues, as the work had not been completed to a satisfactory standard.
- The resolution recommended by the adjudicator was a repair of the cosmetic/paintwork issues on the vehicle.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.