PROBLEMS WITH CAR REPAIRS – 21/02/2019

Occasionally someone contacts me direct via this website with a problem and I am more than happy to help anyone that is struggling to get issues resolved especially with car dealerships, as I have personally had a few bad experiences that inspired me to write and publish a book for others to learn from.

This query came in today and I quote;

Hello,

I bought your book as I’m having trouble with a Peugeot dealership that was supposed to mend my van under warranty.  The problem is an oil leak.

First time they took it in they put a new seal around the sump free of charge, this did not solve the problem.

Second time they took it in they had it for a week and said it was the oil filter and needed to change it at a cost of £190 to myself which I paid.  This also has not fixed the oil leak.

I’m wondering if you could help me with what to do next as when I ask to speak to someone they always take my number and promise someone will ring me back, but nobody does.

Kind regards,

Gerry

My response was;

Hello Gerry,

Thank you for your custom and also for contacting me.

The way I see this, the garage has treated this as a warranty claim and the problem identified fell outside of the warranty remit which led you to enter in to a contract to get the problem remedied at a cost of £190 without success.

£190 seems quite steep for an oil filter change and I would question that as well.  Furthermore, given that it hasn’t resolved the problem, did it need changing in the first place.  When was the van serviced?

This falls under the Consumer Rights Act 2015 and I wrote a blog recently on that with a link here for ease of reference.  


The product and service you have paid for should meet the following criteria;

  • Satisfactory quality
  • Fit for purpose
  • As described

You are left with a problem that remains unsolved, does not meet the criteria above and nobody is prepared to help you further.

I would craft a letter addressed to the Dealer Principal with a timeline of events with wording along the lines of;

I have entrusted your dealership to identify and remedy the oil leak on more than one occasion without success.

I was initially led to believe that this was a warranty issue and a seal was required and fitted which did not resolve the leak.  I was then advised that the oil filter needed to be changed at an additional cost of £190 and this has also not resolved the problem.

As you are no doubt aware, this falls under the Consumer Rights Act 2015 which states that a product and / or service should meet the following criteria;

  • Satisfactory quality
  • Fit for purpose
  • As described

Nobody at your dealership is willing or able to return my calls or assist me further, hence why I am writing to you before I escalate this further with various options including involving Trading Standards, the Retail Motor Industry Federation and the Small Claims Court.

I trust that you can personally intervene and resolve this issue for me, and please advise how you would like me to proceed.

Yours sincerely,

I hope this helps Gerry, and please feel free to contact me direct if I can assist you further.

I cover HP agreements, contracts, dispute resolution and much more in my book complete with templates based on real-life test cases that work now on sale via Amazon as an e-book and paperback priced £2.49 / £7.99.

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they are making.  Read a free sample via my website and let me know what you think?

DOWNLOAD to your Kindle or get the free Kindle app from Amazon and read the book on your iPad / tablet / smartphone / laptop.

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If you have enjoyed reading this, feel free to take a look at my other website www.awriterinedinburgh.com which showcases my writing and how you can work with me.

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