The consumer’s issue:
“I purchased a used 14-plate hatchback in 2020. Shortly after buying the car, I started to have problems, and despite the vehicle being in and out of the garage several times, and the business telling me it was safe to drive, the car broke down due to an engine failure.
The car has since needed a new engine, and had oil leaks, but I now looking for my money back so I can buy a new safe vehicle for me and my newborn baby.”
The accredited business’ response:
- The customer purchased the car from us, and six months later, it was recovered to us due to a fault with the engine.
- A new engine was fitted under warranty and the customer was given a courtesy car whilst the car was with us.
- The following month, the customer reported an oil leak. We changed the oil filter and when this didn’t resolve the issue, we changed the oil pressure switch.
- At all times, we offered to keep the customer on the road and covered the cost of repairs.
- The customer has discussed rejecting the car, but we have not heard anything from the customer since October 2020, and she has now been driving the car for eight months since it was last repaired.
The adjudication outcome:
- The adjudicator explained the business’ obligation in terms of ensuring that the car is of satisfactory quality at the point of sale, and acknowledged there was a fault with the engine within six months of purchase.
- However, the customer had been provided with an appropriate remedy, as a repair had been provided by way of a replacement engine.
- As the problem had been solved, the adjudicator concluded that the customer was no longer entitled to a rejection.
- The adjudicator was not provided with any evidence from the customer to support the fact that the car was still faulty, which means that the complaint could not be upheld in the consumer’s favour.
Conclusion:
- Neither the business or consumer challenged the decision, and the case was closed.
