Hope someone can help me with a problem re a car purchased from Lookers and a warranty provided by Network Q.
I purchased a Chevrolet Lacetti on 12/11/2013, the car came with a one year Network Q warranty which covered 100,000 miles and was up to the value of the car. The car was serviced and MOTed before purchase was complete and I agreed to also buy a service contract provided by Emac Ltd.
I had the car serviced at 6 months and everything was fine according to Lookers, though I later found out they had performed a full service when it should have been an intermediate, which left insufficient funds in my service account for the next service. I also needed to replace all 4 tyres 2 months later and there had been no mention of tyre wear in the service report.
Up to present now and I book in car for service and MOT for Thursday 30th October. Car was dropped off at 8am and I was told it would be ready mid afternoon. About 2pm, I got a call to say car had failed MOT due to faulty number plate bulb and there were several other problems. Lookers went on to explain car needed new front brake pads and discs at a cost of £330, which I would be responsible for paying. They then explained there were several other serious problems which would be covered by the warranty, these included leakage from the steering rack and leakage from front and rear shock absorbers, both steering rack and all shock absorbers would need to be replaced and they would contact the warranty company to organise this. I initially agreed to the brake work then thought twice about the price and phoned around for a couple of quotes. Despite Lookers telling me I was getting 20% discount due to service contract,
other quotes were coming in much lower. I called back and they offered to reduce price to £200 I agreed and they said they would contact me re warranty work but work would not be completed until Saturday as they needed to get parts in.
Friday they phoned again to say that Network Q warranty wanted to send their own engineer out to check the car and this would not be until Monday. I stated that I required the car for work on Monday they offered a courtesy car from Friday evening. Lookers reassured me that the engineer visit was routine for high cost work and it was nothing to worry about and car would hopefully be ready Monday or Tuesday at the latest.
I phoned again on Monday and was told the engineer had not attended and they had contacted him to find out when he was coming.
Tuesday I called back and engineer had attended and inspected car but had declined to share his findings with Lookers staff and they would hear directly from Network Q hopefully Wednesday (today).
Today I phoned Lookers at lunchtime and they have heard nothing from Network Q. I call back at 5.15pm and am told person dealing with car is with a customer and he will phone me back ASAP, he does and says Network Q have declined all work is covered by warranty as it is due to "wear and tear". He tells me Lookers disagree with this but they can do nothing and it is now my responsibility to deal with Network Q if I want to dispute this. I point out that the car was purchased there less than one year ago and that it was serviced 6 months ago with no findings, if Network Q are correct, surely Lookers are deficient in not finding any problems at time of sale, at MOT and original service
and then at 6 month service.
Again I am told they think the work should be covered by the warranty but they can't do anything. The warranty states complaints must be made in writing but I am going to try and call Network Q tomorrow, then follow this up in writing. I intend to also try and call Lookers again and get the same information regarding them thinking the work should be covered by the warranty and record this call.
I feel like I have a good case but am not sure if it's against Network Q or Lookers or both.
Can anyone advise me or tell me if I am wasting my time please.
I am incredibly angry about this but need to get it resolved or buy another car quickly and I work long hours and have a painful commute,
so while I want recompense for this mess, I don't have a lot of time to spend on a fruitless effort.
Thanks so much for any help.