The consumer’s issue:
“I took my hatchback to a business for its MOT. It was identified that the brake pads and discs needed to be changed, so I approved this work. A grinding noise then started a month later, so I took the car to another garage to be looked at. It turned out the pads and discs had not been replaced during the MOT, despite me authorising for these parts to be changed. To resolve my complaint, I am looking for the money I paid (around £700) to replace the pads and discs to be refunded.”
The accredited business’ response:
- We investigated the consumer’s issue, and our records show that the brake discs and pads were replaced by us during the MOT.
- We require a copy of the paid invoice the customer received from the other garage for the work completed so that we can compare what they have reported against the work we have carried out.
- The photograph the customer has sent in does not indicate the reasons for the pads and discs needing to be replaced again.
- It is also concerning that we have had no further contact from the customer to answer our queries on this.
The adjudication outcome:
- The adjudicator reviewed the submissions, and concluded that there was no evidence to demonstrate that the brake pads and discs were not changed by the business during the car’s MOT.
- If it had been the case that the customer was charged to have the brake discs and pads replaced when in fact they had not been, this would amount to a breach of the Service and Repair Code.
- Though the customer had sent in pictures of the brake discs and pads, this was not sufficient evidence on which to base a decision.
- A report from the repairing garage detailing the work that was completed and reasons for replacing the brake disc and pads was necessary to determine whether the business had not completed the work they said they had.
- As the adjudicator was not provided with any evidence from the customer to support their claim, their complaint could not be upheld in their favour, meaning a recommendation to the business to reimburse the customer was not made.
Conclusion:
- The business accepted the decision, and the customer did not challenge the adjudication outcome. The case was closed.
