The consumer’s issue:
“I purchased a brand-new small SUV in October 2018. I had no problems with the car until around two years later, when I noticed corrosion on the rear wheels. I raised this with the vehicle manufacturer, and they told me to have the alloys inspected by a dealership. Having done so, I have been told that my warranty claim has been declined because they believe the corrosion has been caused by external influences, such as stone chips or kerbing. However, I am sure that this is not the case, and I have now been made aware that this is a known issue.
As a remedy to my complaint, the manufacturer offered to cover the cost of replacing one wheel as a gesture of goodwill. However, I would like them to pay to replace both alloys under the terms of my warranty.”
The accredited business’ response:
- The consumer complained to us that their warranty claim for two new alloy wheels had been declined.
- The wheels have been inspected by our franchised dealer, who also consulted our in-house warranty team, and they both agreed that the corrosion had been caused by external influences, usually kerbing or stone chips.
- Based on the customer’s loyalty to the brand, we offered to pay for the cost of one wheel as a gesture of goodwill, which we feel is fair. Therefore, we will not be looking to cover or contribute towards the cost of replacing the outstanding wheel.
The adjudication outcome:
- The adjudicator noted that the consumer had provided an independent expert report, which showed that the engineer had found no evidence of any damage to the surface finish of the wheels, meaning the corrosion could not have been caused by external influences during the use of the vehicle.
- As this showed that the fault was not caused by external influences, as stated by the accredited business, the adjudicator concluded that there was a breach of the Motor Industry Code of Practice for New Cars.
- The adjudicator therefore upheld the consumer’s complaint and recommended that the business covered the cost of the outstanding wheel replacement under the vehicle manufacturer’s warranty.
Conclusion:
- Both parties accepted the adjudication outcome, and the case was closed.
