The consumer’s issue:
“We recently purchased a car, and there were a number of issues from the start. These included the vehicle not being MOT’d has or taxed, whilst the leather seats were also damaged. This meant that the car was not legally roadworthy, and we subsequently realised that we had not been provided with the vehicle’s service history. In response to our dispute, the business offered a free service and an apology for the inconvenience. However, we do not believe that this is enough, and we would like the cost of two services to be covered by the dealership as an acceptable remedy.”
The accredited business’ response:
- With reference to the customer’s claim for two free services as a gesture of goodwill, the vehicle manufacturer will honour this on the provision that the two services are carried at an authorised business. They will set up a two-year service plan once this matter has been resolved.
- With regards to the missing service history, this has been sent to the consumer.
The adjudication outcome:
- It was recognised by The Motor Ombudsman adjudicator that the following breach of the Vehicle Sales Code had occurred:
7.4: An accredited business will meet its obligations to you under the Consumer Rights Act 2015 and the Road Traffic Act 1988 and will ensure your vehicle is fit for the purpose intended, of satisfactory quality and as described. This will not include wear and tear items where applicable for second-hand purchases and/or any defects specifically brought to your attention or that could have been reasonably identified during any examination of the vehicle that you may have undertaken before the contract is agreed.
- The adjudicator was satisfied with the offer the business had made to rectify the customer’s issues.
Conclusion:
- The consumer was happy to accept the offer made by the business, and the case was closed.
