The consumer’s issue:
“In April 2018, I purchased a used 17-plate saloon car. Shortly after buying the vehicle, I noticed there was a dent in the metal speaker grill, and when playing music, it rattled. I therefore contacted the selling dealership, and asked them to repair it at no cost to myself, as I was given the car without an inspection and I was under the impression that the vehicle would have been checked prior to me collecting it.
However, the business told me that the damage wasn’t there at the time of sale, and although the car is under warranty, they are not willing to repair or replace the metal speaker grill. However, I disagree with this, as the dealership was very quick to sell me an expensive car, and the aftercare has been very disappointing.”
The accredited business’ response:
- Unfortunately, we cannot replace the speaker grill under warranty due to it being damaged.
- The conclusion was the seat belt had become trapped between the door and the speaker, thereby denting the grill.
- This repair is therefore chargeable to the customer, and we would be more than happy to arrange this, and we would even consider reducing the labour rate as a goodwill gesture.
The adjudication outcome:
- The Motor Ombudsman adjudicator noted that the consumer had not inspected the car at the point of purchase.
- However, in the absence of evidence from the consumer to demonstrate the fault was present at the point of sale, this did not reasonably illustrate a breach of the sales contract.
- As a result, the adjudicator was unable to uphold the customer complaint and to recommend that the dealership carried out the repairs at no cost to the consumer.
Conclusion:
- The consumer contacted The Motor Ombudsman and stated they would like the complaint to be closed. Therefore, no further action was taken.
