Colleague's car woes
Discussion
My work colleague bought a 57 plate 1.4 litre Punto Grande Active Sport (with around 50k miles on the clock) from a large car supermarket chain who say they are the 'Number One Motor Group'. Since he bought the car (31st January) he has had an oil leak, a problem with acceleration (where the revs go up but the power and speed of the car doesn't match, which he feels is dangerous) and bulbs blowing on the dash. These problems were noted and reported within a week of owning the car.
The car has been back at the local branch of the 'Number One Motor Group' twice to fix these faults. However, as of today, none of the faults have been fixed and he has just been told he needs to wait a further eleven days to get the car back in the garage for them to try again.
He has been continually fobbed off on the phone (apparently the garage had to wait over three weeks for an engine 'chip' to try and fix the acceleration issue) and finds it difficult to even speak to someone at times (told there are no people at their desk to handle his call).
It also seems like nobody at the garage has any idea what is wrong with his car, even though the oil leak seems to be a well known issue with the gearbox on that make and model.
He has now had enough and wants to return the vehicle and get his money back. I've explained to him that he needs to give the garage reasonable time to fix the problems he has found, but his confidence in them is (quite rightly) lacking. He is also incredibly frustrated that he is now being told he needs to wait another eleven days to get the car seen again.
I've also advised him to ring consumer direct and get some free advice about what his options are. As we know on here, the supplier needs to be given time to rectify any faults, but the garage group in question don't seem to be very willing to do this properly. The first time the car went back to them they said they couldn't see any problems. The second time it went they put the new engine 'chip' in and it hasn't solved anything. They then admitted there is a gearbox leak and need five hours to fix this, in eleven days time (no mention of the acceleration issue).
So, he is giving them chance to fix things, but they don't really seem to know what they are doing. The time-frame he has been given seems quite long too.
To me, his options are as follows:
1. Ring consumer direct today, get some advice.
2. Ring the 'Number One Motor Group' and tell them eleven days isn't acceptable. Use consumer direct advice.
3. This will depend on points 1 and 2 above, but could mean stating he is returning the car or seeing if they can fix it sooner on their third (and final) attempt.
Would anyone do anything different to the above? Oh yes, he paid over £4k for the car and it's on a five year finance deal.
Thanks.
The car has been back at the local branch of the 'Number One Motor Group' twice to fix these faults. However, as of today, none of the faults have been fixed and he has just been told he needs to wait a further eleven days to get the car back in the garage for them to try again.
He has been continually fobbed off on the phone (apparently the garage had to wait over three weeks for an engine 'chip' to try and fix the acceleration issue) and finds it difficult to even speak to someone at times (told there are no people at their desk to handle his call).
It also seems like nobody at the garage has any idea what is wrong with his car, even though the oil leak seems to be a well known issue with the gearbox on that make and model.
He has now had enough and wants to return the vehicle and get his money back. I've explained to him that he needs to give the garage reasonable time to fix the problems he has found, but his confidence in them is (quite rightly) lacking. He is also incredibly frustrated that he is now being told he needs to wait another eleven days to get the car seen again.
I've also advised him to ring consumer direct and get some free advice about what his options are. As we know on here, the supplier needs to be given time to rectify any faults, but the garage group in question don't seem to be very willing to do this properly. The first time the car went back to them they said they couldn't see any problems. The second time it went they put the new engine 'chip' in and it hasn't solved anything. They then admitted there is a gearbox leak and need five hours to fix this, in eleven days time (no mention of the acceleration issue).
So, he is giving them chance to fix things, but they don't really seem to know what they are doing. The time-frame he has been given seems quite long too.
To me, his options are as follows:
1. Ring consumer direct today, get some advice.
2. Ring the 'Number One Motor Group' and tell them eleven days isn't acceptable. Use consumer direct advice.
3. This will depend on points 1 and 2 above, but could mean stating he is returning the car or seeing if they can fix it sooner on their third (and final) attempt.
Would anyone do anything different to the above? Oh yes, he paid over £4k for the car and it's on a five year finance deal.
Thanks.
lufbramatt said:
is it an auto or manual? if it's a manual it sounds like the clutch is borked and I don't see how a "chip" would help.
Was it sold with any sort of warranty?
Manual.Was it sold with any sort of warranty?
Yes, I'm no mechanic but I thought clutch too. We did actually diagnose the gearbox fault using good ol' google.
The car is supposed to have a 'lifetime warranty' as sold by the group. I couldn't tell you the details of this as I haven't seen the policy book or anything.
The main problem seems to be their lack of willingness to fix the problems, and the lack of ability to diagnose them correctly. Frustration is slowly taking over.
trickywoo said:
funkyrobot said:
he paid over £4k for the car and it's on a five year finance deal.
May the lord have mercy on his soul.Its not fair or right but I think they are going to learn an expensive lesson here.
. I'm just trying to help.The garage has responsibility to rectify any faults.
I would find out the email address for the most senior person in the company. Write a letter of complaint. Inform them if action is not taken on the issues stated a report will be sent to Consumer Direct.
Consumer Direct (tel: 08454 04 05 06, or visit the Consumer Direct website).
http://www.consumerdirect.gov.uk/
"The OFT has identified a number of concerns in the £24bn second hand car dealer market and is set to crack down on dealers who break the law."
I would find out the email address for the most senior person in the company. Write a letter of complaint. Inform them if action is not taken on the issues stated a report will be sent to Consumer Direct.
Consumer Direct (tel: 08454 04 05 06, or visit the Consumer Direct website).
http://www.consumerdirect.gov.uk/
"The OFT has identified a number of concerns in the £24bn second hand car dealer market and is set to crack down on dealers who break the law."
deltashad said:
The garage has responsibility to rectify any faults.
I would find out the email address for the most senior person in the company. Write a letter of complaint. Inform them if action is not taken on the issues stated a report will be sent to Consumer Direct.
Consumer Direct (tel: 08454 04 05 06, or visit the Consumer Direct website).
http://www.consumerdirect.gov.uk/
"The OFT has identified a number of concerns in the £24bn second hand car dealer market and is set to crack down on dealers who break the law."
Thanks. I've told him to speak to consumer direct first to get some general advice. Then speak to someone in the company with a bit of clout. Something written on paper is always better than a phone call or email that can be fobbed off.I would find out the email address for the most senior person in the company. Write a letter of complaint. Inform them if action is not taken on the issues stated a report will be sent to Consumer Direct.
Consumer Direct (tel: 08454 04 05 06, or visit the Consumer Direct website).
http://www.consumerdirect.gov.uk/
"The OFT has identified a number of concerns in the £24bn second hand car dealer market and is set to crack down on dealers who break the law."
I suppose he could follow it up with consumer direct later as an official report if the garage don't play ball.
I agree with the above, why they are trying to chip a car is beyond me? ECU reset, maybe, Chipping a standard car to fix issues shows they don't have a clue what there doing.
1. Go through general procedures, check car was advertised and sold in good working order then report it to customer services, log all conversations.
2. Seek advice from financial ombudsman, a product has a return value of 14 days unless wavered (Knowingly accepting faulty goods as in sold as seen).
3. If all fails trying to have the car fixed and issues for a long while, keep your logs and drag them through court.
1. Go through general procedures, check car was advertised and sold in good working order then report it to customer services, log all conversations.
2. Seek advice from financial ombudsman, a product has a return value of 14 days unless wavered (Knowingly accepting faulty goods as in sold as seen).
3. If all fails trying to have the car fixed and issues for a long while, keep your logs and drag them through court.
Im not experianced at all when it comes to finance, cant he throw the car back at them, pay the finance off, and just take a small hit on whatever is outstanding?
I dont know if it works like that, but it's better to take a small loss rather than stick with a piece of fiat s
t for the next 4 years.
I dont know if it works like that, but it's better to take a small loss rather than stick with a piece of fiat s
t for the next 4 years. Thanks all.
I've just found out the name and contact details of the garage's area manager. I've told my colleague to write to him asap outlining the problems he has had, but state he wants a speedy response.
He will also contact citizens advice/consumer direct in the meantime for a bit of general advice.
He can then take it from there. That may involve returning the car or driving a car that works properly.
I can't do anything about the finance predicament though. He has told me that in total, he'll be paying over £6k. The car had a list of £3995, but when all the additions were made, this went to over £4k. It looks like the finance deal will cost him over £2k and he is stuck for five years. I think he is beginning to regret this decision now.
I've just found out the name and contact details of the garage's area manager. I've told my colleague to write to him asap outlining the problems he has had, but state he wants a speedy response.
He will also contact citizens advice/consumer direct in the meantime for a bit of general advice.
He can then take it from there. That may involve returning the car or driving a car that works properly.
I can't do anything about the finance predicament though. He has told me that in total, he'll be paying over £6k. The car had a list of £3995, but when all the additions were made, this went to over £4k. It looks like the finance deal will cost him over £2k and he is stuck for five years. I think he is beginning to regret this decision now.
My Sister-in-Law is in a similar situation with her car.
They bought the car in April last year, In December the thermostat light came on so they checked and filled the necessary and it didn't go off.
Thinking it might need time to go through they left it couple of days and the light stayed on. So they took it the garage where they purchased the car and they could find the problem.
So they took it too another 3 garages who again could find any problems, it was due a service just before Christmas so they took it back to the garage they purchased the car from and asked they look at it again, they have now said it a wiring fault and the loom needs replacing.
They still have the car in the garage 'awaiting the loom' my sister-in-law has now asked for a date that it will be fixed by, or the car back and they will take it back to the garage when the part arrives.
From the same garage chain as the OP
They bought the car in April last year, In December the thermostat light came on so they checked and filled the necessary and it didn't go off.
Thinking it might need time to go through they left it couple of days and the light stayed on. So they took it the garage where they purchased the car and they could find the problem.
So they took it too another 3 garages who again could find any problems, it was due a service just before Christmas so they took it back to the garage they purchased the car from and asked they look at it again, they have now said it a wiring fault and the loom needs replacing.
They still have the car in the garage 'awaiting the loom' my sister-in-law has now asked for a date that it will be fixed by, or the car back and they will take it back to the garage when the part arrives.
From the same garage chain as the OP
Thanks everyone.
Citizen's advice have advised my colleague to write to the are manager and give them one more chance to fix the problems. If they don't do this, he can look at returning the vehicle.
Oh, as mentioned above, they have also told him that it may be worthwhile contacting the finance company too.
Citizen's advice have advised my colleague to write to the are manager and give them one more chance to fix the problems. If they don't do this, he can look at returning the vehicle.
Oh, as mentioned above, they have also told him that it may be worthwhile contacting the finance company too.
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