For
the attention of Mr Tony Dunstell.
07
January 2004
Carcraft
Sheffield.
Dear
Tony,
Further
to our telephone conversation last week, I am now raising an official complaint
to Carcraft in regards to the car I purchased on 8th August 2003,
registration number XXXX XXX
I
purchased a car from Carcraft, as it was a big ‘trustworthy’ organisation. I was promised at the time of sale, that in
the event of any problems, my ‘free’ Warranty would cover it. I would be able to take the car to a Fiat
dealer and get it resolved without worry.
The car has had a ‘120 point check’ by ‘qualified technicians’ to ensure
that it is in top condition before I take ownership of it. Having previously driven a much older car
and suffering reliability problems with it, I was looking forward to a long
trouble free life with my new vehicle.
As I am not mechanically minded, this sounded ideal. Despite the price being way over what I was
quoted, I decided to go ahead anyway based on the promise of reliability and
cover in the event of problems. How
wrong I was.
Having
been turned away from a local garage, I booked my car in for a service at a
registered Fiat dealership and was deeply shocked at the extensive list of
problems found. This was done on 18th
December. Only four months of owning the vehicle. The faults included:
·
Leaks
on the engine and gear box,
·
Break
cylinder leaking,
·
No
Anti-freeze,
·
Both
front tyres bald (illegal),
·
Air
Filter needs replacing,
·
Air
Filter box was dirty,
·
Break
pipes need replacing (recall on the model).
Upon
further inspection of the vehicle, it was discovered that the following faults
were also present:
·
Oil
Sump Gasket was leaking,
·
Oil
was leaking from a blown seal in the Turbo unit.
·
All
four heater plugs are down.
The
latter explains that why over Christmas I was unable to use the vehicle as it
would not start in the cold weather.
It took an emergency car starter kit to get the car to Stoneacre Fiat
dealer on December 27th, where it has been ever since.
I
absolutely refuse to accept that all these faults have occurred during the
small time I have had the car. I use the car a lot as I rely on it for a number
of purposes and have therefore done above average mileage. But I re-iterate,
there is absolutely no way that all these series of faults have occurred during
my time of owning the car. Furthermore
my confidence in the vehicle has taken a severe blow. What else is going wrong inside it?
But
nevertheless, faults are faults and they need rectifying, so I turn to N.A.C,
the ‘free’ warranty. To find the
following items, not covered:
·
The
labour cost of finding the leaks on engine and gearbox if fault is not covered.
·
Air
Filter and air filter box. (Replaced at
a cost of £20 to me)
·
Both
front tyres (Replaced and re-balanced at a cost of £60 to me)
·
Anti-freeze
(Consumable I know, but it should not have been empty)
·
Oil
Sump Gasket
·
Turbo
Unit (Despite the fact it is stated as covered in the warranty book)
·
Heater
plugs.
They
will cover:
·
Break
cylinder which is leaking.
I’m
sorry, but it is no coincidence to me that the majority of faults found on the
vehicle are not covered. I find this
suspicious. However, they are faults
and need rectifying at personal expense
to me.
I
contacted Carcraft to obtain the report made when the 120 Point vehicle
inspection check was done, and I was told that it was an internal document and
I could not have it. I have a right to know what the condition
of the vehicle was. before I bought it and I will not be told that I cannot have this information. Furthermore, when I have enquired about what
this ‘120 Point Vehicle inspection check’ actually involves, these details are
unavailable.
Under
trading standards guidelines, it is up to Carcraft to prove that the car was:
·
Of
Satisfactory Quality
·
Fit
for its Purpose, including any special purpose made known to the seller.
·
As
Described
·
Fit
to be used on the Road
·
In
a condition which reflects its age and price.
·
Reasonably
Reliable.
I
have grounds and evidence to pursue you on every single item listed above. As the situation stands at the moment, I
have every single right to return the vehicle for you for a refund, also I have
the right to seek legal advice and claim compensation.
The
turbo unit is leaking oil due to a failed seal. And Fiat has specified that it
‘needs replacing’. This is a cost of
around £600. The turbo unit is listed
under the NAC Guarantee booklet. But I am then told that it is not
covered. The reason being, is because
the Turbo is ‘Not Broken’. So because
the Turbo still functions, they will not replace it. So I have to drive a car around with a leaking turbo, that will
get worse and subsequently damage the car further until the car is non
functioning? I am then told that that
would be driver neglect, and I am to pay for a new turbo unit. This
is absolutely ludicrous! What sort of business do you people run? Prevention is better and cheaper than the
cure.
Furthermore
I have had to go to the effort and time of informing N.A.C of the incorrect
mileage that you submitted to them. The
car was advertised as 43,000 miles which was also written in the warranty book.
The correct mileage was 43,620 at least
when I collected the car. It is
fortunate for me that an M.O.T was performed three weeks prior to me collecting
it indicated a more accurate – but still understated
mileage.
I want action by Carcraft and I want it now. The inconvenience and cost to me of not having my car for the last two weeks has been substantial. I have not enjoyed my 20 minutes walk to the train station in the dark cold at –6C every morning, so that I am able to get to work. I was due to go to Ipswich to celebrate New Year with friends and family, but was unable to go as I had no transport. I was due to go to London to meet up with my girlfriend in whom I haven’t seen since early December. I am unable to go. The costs also involved in having to use public transport at the same time as still paying the finance, insurance and tax on my vehicle, which I cannot use are also unacceptable. It costs £6.20 return to Leeds from Doncaster each day.
This sort of problem does no good for your reputation. Having done research on various consumer forums, I notice that I am far from being alone where people have had issues in regards to Carcraft. This does not help your reputation. May I remind you that I work in the Leeds area and my fellow collegues, staff, friends and customers are seeing what I`m going through, and will tell their friends and family to avoid Carcraft who will tell their friends and family. This cannot help prosper the new Leeds based branch.
As I have said, I have no fear in taking this to the highest possible level to get a reasonable resolution from yourself and N.A.C. I will also be advising the finance company G.E Capital of the issues in view of suspending payments. I expect to have a fully functional, repaired, vehicle by the end of the week. If the car cannot be physically repaired by then, I want a courtesy vehicle, or a hire car provided to my door. Also, there is no way I am paying for the Turbo unit. I will return the car first.
I will enforce my consumer and legal rights to the fullest extent if a solution is not provided.
Yours sincerely,