The consumer’s issue:
“I took my car in for a repair as the car broke down unexpectedly with a transmission malfunction warning message. The business carried out diagnostics and found fault codes relating to the battery, but upon collection of the car, another problem occurred. More investigations were conducted, and the vehicle needed a replacement transmission control module (TCM). The business took too long to deal with the repair, and explained that this was due to the manufacturer delaying the delivery of parts. However, during the time that I was without my vehicle, I was left out of pocket.”
The accredited business’ response:
- The customer purchased the vehicle in November 2014, and arrived in our workshop on 18th October 2018. The initial repair was completed three days later.
- When the consumer returned to collect the vehicle, we found a separate problem relating to the transmission control module (TCM), a component covered by the extended warranty.
- Therefore, the TCM had to be ordered, which took approximately three to five days. As a result, the consumer requested a courtesy car to cover this period, but our fleet was out with other customers. We also requested one from the manufacturer, but they declined our request.
- The final repair was completed on 01st November 2018.
The adjudication outcome:
- The adjudicator found that the vehicle had suffered from two different issues, but the consumer did not provide sufficient evidence to demonstrate that the business failed to correctly identify the problem, or that they had suffered financial loss.
- The business was also not responsible for the manufacturer declining the request for a vehicle, and there was nothing to suggest any wrongdoing.
- Therefore, The Motor Ombudsman could not uphold the customer’s complaint.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator, and the case was closed.