The consumer’s issue:
“I purchased my car in 2014. After an annual service, I now find that my brake discs are scored and all four need replacing. The business has told me that this is a wear and tear component and is not covered under my warranty agreement. I do not think it is appropriate to have to change the brake discs after five years, and do not deem this to be reasonable wear and tear. I am therefore looking for the business to cover the cost of the repair.”
The accredited business’ response:
- The vehicle owner contacted us, as he was unhappy about the warranty decision regarding his brake discs and pads.
- Maintenance items are now only covered for 24 months from the date of the registration of the vehicle, and the customer’s car is now outside of this warranty period.
- The customer purchased the brake discs from another dealership and returned to a dealer within our network to be fitted. As a gesture of goodwill, these were installed free of charge.
- As a vehicle manufacturer, we are not looking to contribute towards the cost of repair, as no manufacturing defect was found.
The adjudication outcome:
- The Motor Ombudsman adjudicator highlighted the fact that, to rule in the consumer’s favour, there needs to be a fault with the vehicle and the issue needs to be caused by a manufacturing defect.
- The adjudicator noted that both parties acknowledged that there was a fault with the brake discs and they needed to be replaced.
- However, the adjudicator also agreed with the business on the fact that it does state on the consumer’s policy that consumable items have a warranty period of 24 months, which the customer’s complaint now falls outside of.
- Furthermore, the consumer provided no evidence to suggest that a manufacturing defect was present, meaning that the adjudicator could not uphold their complaint.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.