This is my first post here and im hoping for some advice from you guys
and also to share my experience as i proceed with my complaint
i will try to be as thorough as possible without naming any companies
as the complaint is ongoing and i wouldn't want to jeopardise that
i bought a car in June last year for £8000 on a hire purchase agreement.
it was 7 years old and sold to me with full service history at 87,000 miles
a month or so later i noticed a whining noise from the rear end of the vehicle,
nothing drastic at all but i thought i would get them to look at is as it was still under warranty.
The dealer at this point booked the vehicle in for two days later
an appointment i missed due to only receiving the dealers voice mail the day of the appointment
i called the dealer and he said he would rebook it
as it happened the appointment was rebooked for the following week
which i missed again due to being on an emergency call out (being an electrician).
at this point i decided i had inconvenienced the dealer enough
and decided to change the oil in the differential to see if this would cure the issue
and it did all the noise was gone and i was perfectly happy.
that was until October 4 months after buying the vehicle.
this is when i noticed a loud knocking from the engine
took it to a local specialist who ran diagnostics and advised me to drive the car lightly
for another 100 miles and take it back to see what fault codes had re-occurred which i did
then took the car back to them where they diagnosed that there had been damage to the bottom end of the engine
most likely due to low oil pressure or poor servicing and this is when i decided to approach the HP company and raise the complaint.
upon raising my complaint i had nothing but "we will get someone to call you back" for weeks
until i got a letter saying their final response was they would not pay out
as the vehicle had covered 13,000 miles since i picked it up,
this is not true as at this point the vehicle is sat around 90.500 miles and i had covered only 3000.
this was due to them having the mileage at inception some 10,000 miles less on their system.
the car was MOT'd the day i bought it so i sent them a copy of that
and they re-opened the complaint and i was given a claim handler
but to cut this part short they messed me about for 9 weeks
then issued a final response saying they would not pay out
because they believe that me not having the differential looked at
(rear end of the vehicle) had caused the engine failure.
this was the point i contacted the FOS and asked them to review my case and i gave them the above information.
the adjudicator then contacted the lender and asked them for some information
and asked for my evidence to back up what i have claimed.
the adjudicator gave her initial opinion last week that the complaint be upheld
and the lender should pay for the repair and compensate me £200.
in response to this the lender asked if i could evidence the oil change for the rear axle
which considering i did this myself i cannot.
the lender then gave their view that they would not pay out because they say
i drove the car after it was diagnosed with a major problem
(this is simply untrue and frankly they have no way of proving otherwise
the car has sat on my drive since the day i got it back from the specialist).
they say when i reported the whine from the rear end i also reported an engine management light
(again this is a bare faced lie and i had never experienced or reported anything of the sort).
obviously a bit deflated by this i did a little research and contacted the main dealer
that last serviced the car in my service history book
they have said that the vehicle was in the workshop on the day in question
but it was for a free health check (tyres/wipers and such) and not a service.
i have copies of their job sheets and pictures of my service book to back this up
the service book is clearly ticked to say the oil and filter was changed.
this clearly proves that the last time the engine oil was changed
was the service previous to that one some 30,000 miles ago
and obviously the vehicle does not have a full service history.
i have provided the adjudicator with this information and am expecting her final opinion
on the matter before next Wednesday.
obviously being one of the parties involved i cannot give an impartial view on this
but i feel strongly that this is a pretty clear cut case of vehicle not of satisfactory quality
and that of misrepresentation all i am asking for is that my vehicle is repaired
so i can finally get on with my life as i feel this is taking all of my time and energy.
im so sorry for the long post and bad grammar
but i have tried to fit in as much information as i can
any opinion on the above would be greatly appreciated
and i will update this thread with any progress i get from here on out
to hopefully help someone else out in the same situation