The consumer’s issue:
“I took my car to my local garage as I heard a ticking noise from the engine, which gradually got worse. They advised I should visit the franchised dealership to have the issue resolved, indicating it was a major problem. The business said that I needed a new engine at a cost of over £4,000. I do not accept that this as a wear and tear issue after only 40,000 miles of use in normal UK driving conditions.”
The accredited business’ response:
- We are able to determine the nature of the fault, but we have no way of confirming the cause of the damage.
- We can obtain a replacement engine for the customer at a significantly reduced price.
- Any issue the vehicle owner may have regarding the durability of the engine will need to be taken up directly with the manufacturer.
The adjudication outcome:
- The evidence provided to The Motor Ombudsman did not demonstrate that the vehicle suffered from an inherent fault at the point of sale.
- The adjudicator noted that the car had been driven for approximately four years before the claim was made.
- He therefore decided that there was no evidence of wrongdoing by the business.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator and the case was closed.