The consumer’s issue:
“I took my car into the garage to diagnose the fault with a judder. The business charged me for a diagnostic and a repair to the injectors. This lasted for a year before it failed again, and therefore I think that the business did not carry out the work properly. I would therefore like the business to repair my vehicle again free of charge or pay for my local garage to correct the defect.”
The accredited business’ response:
- We replaced the injectors in 2016, and our repair has since been tampered with, and we have evidence of this.
- The customer chose to take his vehicle to another third party garage who tried to carry out a repair and has subsequently caused damage to the car.
- The customer should have come to us if they had any concerns with the repairs completed in 2016.
- We therefore do not accept responsibility for the issue that the customer is experiencing.
The adjudication outcome:
- The adjudicator advised both parties about the Consumer Rights Act 2015 obliging the business to exercise reasonable care and skill.
- If the repair failed, the consumer should have returned to the business who had carried it out originally.
- The consumer failed to do this and having had a third party garage involved, this may have complicated the matter.
- Due to a lack of evidence that the business failed to replace the injectors correctly in 2016, and that there was a poor level of workmanship, the adjudicator was unable to uphold the customer’s complaint, but was invited to submit further evidence for further review.
