The consumer’s issue:
“I contacted the vehicle manufacturer about an issue with my engine mount, as my car was under warranty. I was advised to take it to a franchised dealership, and they quoted an £80 diagnostic fee plus £280 to complete the repair. I therefore took the vehicle to my local independent garage to be fixed as it was cheaper. When I asked for the cost of the repairs to be reimbursed, the manufacturer declined my claim as the independent repairer did not use genuine parts. I was unaware however, that this condition was stated in the terms of my warranty.”
The accredited business’ response:
- The terms of our warranty state that any repair carried outside of our franchise network need to be carried out using genuine parts.
- The consumer said he was unaware of the terms. However, when he contacted us, we emailed him to advise that, to submit a claim for potential reimbursement, genuine manufacturer parts needed to be used for any repairs.
- As this was not the case, we therefore had the right to decline the customer’s request.
The adjudication outcome:
- The Motor Ombudsman adjudicator highlighted the fact that the terms of the warranty were clearly stated to the vehicle owner when purchasing the agreement.
- He was also satisfied that the terms were made clear to the consumer before any repair works were carried out.
- Therefore, as a result, The Motor Ombudsman did not uphold the complaint in the customer’s favour.
Conclusion:
- The consumer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.
