The consumer’s issue:
“When I purchased my vehicle, I became aware of multiple issues which were present at the point of sale. The tyres were under-inflated, the car had a damaged alloy wheel and the brake pads were also badly worn. I would therefore like the business to repair the vehicle so it is returned to the advertised showroom condition. In addition, I am seeking to be reimbursed for not having use of my vehicle for two weeks.”
The accredited business’ response:
- Within the first two weeks of owning the vehicle, the consumer reported low tyre pressures.
- The customer had inspected the car prior to purchase, as well as the damage to the alloy wheel, which can be considered as fair wear and tear, and commensurate with its age and mileage.
- Concerning the brakes, an inspection was carried out, and it was agreed that the pads would need to be changed.
- Based on the above, we agreed to cover the cost of all the rectification work in relation to the points that the consumer raised with us.
The adjudication outcome:
- The adjudicator noted that the vehicle was sold with defective brakes and therefore upheld the customer’s complaint.
- They were also satisfied with the action taken by the business to repair the issues raised with the car.
- However, the adjudicator was unable to uphold the consumer’s request to be refunded for not being able to use the vehicle. This is because they did not provide sufficient evidence, such as transport receipts or taxis, to show that a financial loss had been incurred during the two-week period.
- The customer and accredited business accepted the outcome as recommended by The Motor Ombudsman adjudicator and the case was closed.