The consumer’s issue:
“I took my car in for a service and asked them to look at my wheels which were corroding. My warranty claim with the manufacturer was rejected and I feel disappointed that this is the case as I believe that the wheels are severely corroded, and other than this issue, the wheels are in good condition.”
The accredited business’ response:
- The consumer contacted us to advise that all four of his vehicle’s wheels were heavily corroded.
- Under the terms of our warranty, we are liable for the repair or replacement of genuine parts that are defective in material or workmanship.
- An authorised dealer will make any repairs, using new or re-manufactured parts, to put right any problem covered by this warranty free of charge.
- Our warranty policy also has specific exclusions for surface corrosion on any part other than the sheet metal panels of the exterior body. This is clearly detailed in the warranty booklet supplied with the car and the terms and exclusions on our website.
- The dealership has informed us that the corrosion claim for all four wheels was declined due to visible stone chips on the wheels.
- Our dealers are fully trained in warranty policies and procedures, and they did not deem it necessary to involve our in-house warranty department due to the visible damage.
- Whilst we feel that the correct policy has been applied under the terms of our warranty, we would be happy to offer replacement wheels at a subsidised cost.
The adjudication outcome:
- The adjudicator did not uphold the consumer’s complaint.
- The warranty comes with exclusions including damage caused by external influences including stone chips.
- It is indeterminable from the photographs presented by the consumer what the cause of the damage was.
- Should an independent technical report from the consumer show corrosion, the adjudicator will review their outcome.
Conclusion:
- The consumer did not appeal The Motor Ombudsman’s decision and the case was closed.