The consumer’s issue:
“I took my car to the dealership for an annual service and it was returned with a damaged wheel. They also refused to admit responsibility even with the evidence I submitted. Additionally, the business completed an inspection report after damaging the vehicle. At the end of the day, I just want them to repair my car.”
The accredited business’ response:
- The wheels on the customer’s car were damaged when it arrived at our premises, as stated on the job card and vehicle inspection report which was conducted at the point of handover.
- Therefore, we are not liable for the issues and are not responsible for carrying out the repairs.
The adjudication outcome:
- After reviewing the evidence that was submitted, The Motor Ombudsman adjudicator found that the damage had occurred whilst the car was in the possession of the business, and therefore upheld the customer’s claim.
- Although the dealership had a handover inspection report which identified damage at the point of handover, there were no recorded issues on the customer’s copy of the document.
- This meant it was more likely than not that the damage had occurred whilst in the possession of the business.
Conclusion:
- Both parties agreed with the adjudication outcome, and the case was closed.
