Peeling and bubbling paintwork

Posted on Categories Case StudiesNew Car

The consumer’s issue:

“I bought a hatchback in 2012, but in August 2020, the paintwork started peeling and bubbling. The dealer was not interested in the issue, and after six months, they said that the warranty cover for paintwork was for four years, whilst for anti-perforation, it was for 12 years.

The business has refused to provide the contact details of the warranty company, and has offered no goodwill. A bodyshop said that the problem is due to poor workmanship, and there are big patches of rust coming through the paintwork, which is very upsetting as they are noticeable. I want the fault to be fixed and not ignored.”

The accredited business’ response:

  • We responded to the customer with a detailed description of each type of warranty covering their vehicle, and suggested that they booked their car into one of our dealerships for an inspection.
  • Photographs of the customer’s vehicle was sent to our warranty department, and due to the paint warranty expiring in 2015, their claim was declined.
  • Given the above, we will not be offering the consumer an alternative remedy at this time.

The adjudication outcome:

  • The Motor Ombudsman adjudicator found that there was no evidence of through corrosion, which is the type of corrosion that is covered under a 12-year anti-perforation warranty.
  • The adjudicator therefore could only attribute the condition of the paintwork to surface corrosion, covered by the three-year paint warranty. However, this expired in 2015.
  • The adjudicator reviewed the supporting information provided by both sides and did not find a breach by the vehicle manufacturer of The Motor Ombudsman’s Motor Industry Code of Practice for New Cars.
  • As a result, the adjudicator did not uphold the complaint in favour of the consumer, and the manufacturer was not asked to cover the costs of repair.

Conclusion:

  • The business accepted the adjudication outcome, whilst the consumer did not provide any further response or objection to decision made.
  • The case was closed following no further correspondence from either party.