The consumer’s issue:
“I bought my car with a three-year service plan. However, when I took my car in for a service after 12 months, the business insisted that they had no record of the plan. This carried on for the next three years. Admittedly, it was my fault for not being able to locate my documents, but now that I have them, I have contacted both the vehicle manufacturer’s head office, and the garage, but I am not getting anywhere. I have pointed out to them that the error is easy to spot because the validation certificate clearly shows that the wrong number plate has been stated on the paperwork.
Please note that a cherished plate was put on the vehicle, but this does not alter the service plan arrangements, since the original registration number for the car was known when it was being serviced. I am therefore seeking a refund of the regular servicing charges that we have paid for during the past three years.”
The accredited business’ response:
- We can see that the customer purchased the service plan with the vehicle, and that the plan has not been used.
- We know that the service advisors would be able to view the service plan verification documents without the need for the consumer to provide these when having their vehicle serviced, regardless of the change in the number plate.
- Consequently, we are happy to refund the full cost of the service plan to the consumer.
The adjudication outcome:
- The Motor Ombudsman adjudicator concluded that it was fair and reasonable for the consumer to receive a full refund for the cost of the three-year service plan because the vehicle owner was unable to use it during this period.
