Who to complain to?

ergonomics

Hi all,

I bought a second hand car from a SIMI registered dealer and am having numerous issues with them. After putting a deposit on the car, it took almost 3 weeks for me to actually receive the car and since I got the car I've had to bring it back twice about the same 3 problems. Today I have to book it in again as the issues still haven't been fixed and they're fairly serious issues. The service I have received from the staff in the garage has also been pretty poor.

If the car isn't fixed this time I am going to make a complaint but I was wondering who would be best to make the complaint to; the garage or SIMI or both?

-Chris-

Start off with a sternly written letter to the Dealer Principal. Give them the chance to fix the situation before you go further.


What are the 3 issues they can't fix?


<modnote: don't name and shame please>

Reloc8

Your SIMI agreement will cover 3 month warranty on engine and gearbox. Otherwise the car sold to you 'as is'.

If the problems you describe cause safety issues even if not related to engine & gearbox you may have more remedies.

As Chris says, articulate your issues to the principal of the dealer you bought from in writing. If you get no where go here and make a complaint http://www.simi.ie/ you're entitled to an arbitration process.

ergonomics

No plans to name and shame as I don't want them to see this either! There are 3 issues, one is concerning me a lot, the second is concerning and it is worrying me and the third should not be taking three attempts to fix.

The first issue is that my clutch is sticking when it is pushed in fully. You have to pull it back up with your hand. The second problem is there is a grinding noise from the steering wheel whenever it is turned. The last problem is the plastic casing around the entire door handle keeps coming lose. It's only held on by the wires for the electric windows. I cannot understand why I have to go back a 3rd time to get this fixed.

In addition I got it NCTed a week ago. The rear suspension is very very close to the threshold for failing as is my wheel balancing.

The car is a 05 by the way, in case that makes any difference.

-Chris-

How long since you actually took delivery of the car?

ergonomics

2 months. They gave me a warranty for 6 months.

I also rely on the car as I live 40 minutes away from the garage in work with no other transports. I have to make sure I have a lift in and out of work before I can drop it off for a few days. That's why this is ongoing for so long.

MrDerp

If I were you I'd:

1. Ring the dealer again, inform them that you'll be bringing the car back again, as these issues have not yet been resolved.

2. Hand deliver a letter (keep a copy for your records) detailing the issues, the time and inconvenience to yourself, the dates of previous attempts to correct the issues and that you would like the car to be repaired, with whatever new parts are necessary, as per your guarantee. Where the garage elects to source used parts, indicate that you will only accept these where your guarantee is extended by a further 6 months for these parts, in writing.

3. Get an invoice for 0 euro for the work done. Tell them you want a detailed report of what was attempted to fix the issues with your car.

4. Ask for photocopies of the invoices they receive for any parts they source for your car in doing the repairs and/or for any reconditioning of existing parts

5. Since you've had a few failed attempts at resolution, you might consider asking the dealer for a courtesy car during the next attempt.

6. Stay calm. The dealer will resolve the issues if you're firm and polite. Don't get frustrated by their wriggling, just calmly build the case against them, should it arise. They're counting on you thinking its not worth the bother. Be annoying but not aggressive.


My girlfriend used all of the above when she was unhappy with the resolutions to problems with her car before. The car went back about 6 times in all, the 5th time the written approach was employed. This wasn't as much of an inconvenience as your problems are, because I was available to help with collecting and dropping off, and she has a public transport option, but she was offered the use of a car by the dealer. Anyway, once she started requesting records the dealer knew she meant business, and parts started flying into the car. It even went to a Peugeot expert to address one of the issues and ended up with a new 450 euro part - we have a copy of the invoice !

500sel

The SIMI have a standards committee. if you are unhappy with the dealer you should contact them and complain, they take complaints seriously and do act on them.

Reloc8

MrDerp wrote: »

If I were you I'd:


as per your guarantee. Where the garage elects to source used parts, indicate that you will only accept these where your guarantee is extended by a further 6 months for these parts, in writing.

It depends on the guarantee. Standard SIMI is 3 months engine & gearbox - you may have had a more favourable warranty with your purchase and it sounds like you bought from someone with a dealership franchise.

mullingar

SIMI.:rolleyes: In my opinion, its not worth anything. It is run by car dealers FOR car dealers.

4 simple words:

"Sale of Goods Act"

Under the Act the dealer must be given a chance to fix the car in a reasonable timeframe, tell the dealer and put it in writing with the details of all the faults that if the car is not fixed you will demand a refund.


Also the so called "engine and gearbox warranty" is a myth. The Act treats a used car as a new car, so its a bumper to bumper warranty (no time limit is implied, but 3 months is accepted).

Ring the consumer helpline (google it) and talk to them about your rights.

bazz26

I would not hold my breath on the SIMI doing anything for the OP. They are a motor trade loby group made up of members from the motor trade and are very unlikely to rule against one of their own imo, especially if that dealer just paid their annual membership fees.