Crushed drain tube

The consumer’s issue:

“I purchased a brand new 63-plate compact crossover SUV from a dealership in 2016. However, there has recently been water ingress in all four footwells and the boot. The business has investigated this and determined the cause of the fault to be a crushed drain tube from when the car was built. This component is designed to drain water from the channel from the panoramic sunroof which was factory fitted as a standard item. When I complained to the dealer, they only offered to cover 60% of the repair bill of nearly £1,200, but I declined this, as I want them to cover the full cost of putting this right.”

The accredited business’ response:

  • We investigated the water ingress into the footwells and identified the sunroof drain tube was partially crushed by soundproofing.
  • It was clear that the crushing occurred when the car was assembled at factory. This did not become apparent and cause an ingress until 2020 despite the car being registered new in 2016.
  • The warranty on the vehicle expired in 2019, so we approached the manufacturer for guidance. Between ourselves and the manufacturer, we put together a 60% contribution towards the cost of repair.
  • This offer was declined by the customer, and the vehicle was left with us in a dismantled state, during which time the consumer was kept mobile with a free courtesy car for four months.
  • The owner of our business then got involved, as there was no resolution to this dispute, and instructed the repair to be completed at no cost to the customer. This was carried out as requested, and the consumer collected their vehicle following the work on their car.

The adjudication outcome:

  • The Motor Ombudsman adjudicator reviewed the evidence and concluded that the fault would have been present at the point of sale due to the issue occurring when the car was assembled at the factory. This had also been confirmed by the dealership.
  • The adjudicator remarked that the business had already completed a repair at no cost to the customer, including the provision of a courtesy car, the remedy that would have been recommended by The Motor Ombudsman.
  • Therefore, the customer’s complaint was not upheld due to the fact that the appropriate resolution had already been applied, meaning no further recommendations were made to the business.

Conclusion:

  • Both the business and consumer accepted the adjudication outcome, and the case was closed.