Service light reset

The consumer’s issue:

“I bought a 16-plate coupé in 2018 and purchased a service plan for the vehicle. After my car was taken in for one of its services, they forgot to reset my service light. I called the business and they authorised me to reset it myself, but as it’s time for my next service, they have told me they cannot authorise the service because my light has been reset.

The business has told me that I have to pay £700 to £800 for my next service, even though it’s already included in the service plan. To resolve the complaint, I am looking for the service to be carried out free of charge, as this has already been paid for.”

The accredited business’ response:

  • There is no record we have ever told the consumer to reset the service light and this is not something we would ever do.
  • We did not sell the vehicle or the service plan, so we can only conduct a service as long as it conforms with the manufacturer’s terms and conditions of the service plan at the time the car is presented to us.
  • At the point the customer brought in the vehicle, it did not meet the criteria to carry out the service. Therefore, the car did not go into the workshop, and the customer removed it from our premises.

The adjudication outcome:

  • The Motor Ombudsman adjudicator noted that the consumer had said that the business had failed to reset the service light and had advised them to do it themselves. However, there was no evidence supplied to substantiate their position.
  • Furthermore, the consumer had not provided any documentation to show that the business had not used reasonable care and skill in the service that was provided.
  • When the vehicle was due for the last service, the business could not carry this out, as the service light did not show the vehicle needed one.
  • Therefore, the adjudicator concluded that the business had acted in line with the manufacturer’s terms and conditions in relation to the service plan.
  • As a result, no breach of the Motor Industry Code of Practice for Service and Repair was found, meaning the complaint could not be upheld in the consumer’s favour.

Conclusion:

  • Neither party responded to the adjudication outcome, and therefore it was accepted that both parties had accepted the decision, and the case was closed.