The consumer’s issue:
“My car broke down at the side of the road, so I had it recovered to a dealership. The business told me that it would cost £600 to strip the engine and inspect the fault. I agreed to this, and the dealership identified an oil leak from the engine and recommended that I replaced it at a cost of over £8,000.
Due to this being a significant figure, I told the business that I wanted a second opinion at a different garage. The dealership said that, if I wanted the engine put back together, then that would cost an additional £700. I was not informed about this added expense when they initially offered to strip the engine. These two costs combined is the price of a refurbished engine.
Since the dealership failed to inform me about the cost for reassembling the engine, I was unable to provide informed consent to have it stripped first of all. They have stated that I can have the car towed to the other garage in its current state, but for the second business to look at it, the engine needs to be put back together again to be able to identify the fault with the vehicle.
Due to this issue, I have incurred hire costs and have had to purchase a new car. Therefore, I am reluctant to pay the £1,300 cost for the stripping of the engine or its reassembly.”
The accredited business’ response:
- Following the breakdown of the vehicle, the car was recovered to us, and the consumer provided consent for the engine to be stripped.
- After it had been disassembled, the customer was advised that the vehicle required a new engine. They then informed us that they would be seeking a second opinion.
- Therefore, the consumer was provided with two options, which were namely a discounted price for rebuilding the engine, or they could arrange for the car to be removed from our premises in its current state.
- We accepted the fact that it is correct that the second garage would be unable to carry out any repairs without us firstly rebuilding the engine. However, if the customer had any concerns about cost prior to us stripping the engine, then they should have taken the car to a different business.
- As a result, we do not believe we have acted wrongly and will not be covering the consumer’s cost of stripping or rebuilding the engine.
The adjudication outcome:
- The Motor Ombudsman adjudicator upheld the consumer’s complaint, because when quoting for the price of stripping the engine, the business should have also informed the customer about the charge for re-assembly if the customer choose to go ahead with the dismantling of the engine.
- The adjudicator found that the evidence demonstrated that the business had failed to include a price for re-assembly in the initial cost of stripping the engine.
- Therefore, the dealership was found to be in breach of the Motor Industry Code of Practice for Service and Repair.
- As a resolution to this dispute, the adjudicator directed the business to reassemble the engine at no cost to the customer, but the £600 cost for stripping the engine would remain chargeable.
Conclusion:
- Neither party has requested an appeal of the decision made by The Motor Ombudsman adjudicator, and the case was closed.
