The consumer’s issue:
“My car kept stalling, and I had to turn the ignition on and off. However, even after doing this, it would eventually stall again. I was told by an independent garage that the issue was with a certain part of the engine. I therefore paid to have it replaced, but the problem re-occurred. As a result, I am looking for the business to give me a full refund and to put the original component back.”
The accredited business’ response:
- When the customer brought the car to us, they clarified that they only wanted a certain part to be changed.
- The consumer was told that, without any diagnostics being carried out to determine the fault, a replacement part would not guarantee a fix to the issue.
- The customer was therefore called with confirmation of the cost of the part to be changed and the associated labour charges that would be applied.
- The consumer gave their permission for the work to be carried out, but didn’t confirm that they wanted any other components to be checked or replaced at the same time.
The adjudication outcome:
- The evidence provided to The Motor Ombudsman did not demonstrate that the business had done anything wrong with the work that it had carried out.
- The consumer confirmed to the garage that they did not want a diagnosis check to be carried out or to be charged for it.
- The garage conducted the repair in a reasonable timeframe and provided an invoice for the cost of the part and labour.
- The Motor Ombudsman adjudicator therefore concluded that the business was not at fault and did not uphold the complaint in the consumer’s favour.
Conclusion:
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.
