Car repair warranty claim - return to base costs

Ned

Hi,

I'm really hoping to get some advice as I've been left very frustrated by this situation!

Last October the gearbox/clutch failed on my car. After searching online I found a company that had workshops all over the UK, 1200 positive reviews, competitive prices etc. One of the workshops was apparently local to me so I spoke to them and agreed to use them to get my car checked prior to repairs. The website clearly stated free collection and delivery, as well as a 12,000 mile/12 month warranty.

As the collection date loomed I enquired as to where my car will be going, and they confirmed it would actually be somewhere in Central London, about 2 hours away. As it was free C&D it didn't seem to make much difference - they pick it up, take it away, repair it, I pay, they drop it home. I just needed it done!

Anyway, £4500 later my car is returned to me. Fast forward to September 2024 and the gearbox develops a fault. I spoke to the repairers who advised I get it diagnosed locally, which I do at a cost of £100. This confirms a gearbox fault, and the mechanic comments "if it's under warranty, get them to do it again and this time do it properly". He wasn't at all impressed with the work done! The has only covered 4,000 miles so is well within the warranty.

Anyway, the repair company have agreed to collect the car for inspection but have said the warranty is on a "Return to Centre" basis and therefore I am liable for the collection and delivery costs, which will be nearly £400!

Absolutely none of this was disclosed prior to collection of the vehicle, the website simply says free collection and delivery (and I quote "no matter where you are in the UK we will have a centre local to you"). I would certainly not have agreed to use the company if I was made aware of this, I find it disgusting that their product/service has failed but I'm having to fork out another £400 having already spent a small fortune.

I believe I may be covered under the Consumer Rights Act Part 2 Unfair Terms
Clauses 62 (4) an (5)
A contract term causes an imbalance between parties:
"Return to centre basis". The term is not clear and there is no mention that the customer pays for transporting the vehicle.

Any advice is massively appreciated!

born_again

Ned said:

Hi,

I'm really hoping to get some advice as I've been left very frustrated by this situation!

Last October the gearbox/clutch failed on my car. After searching online I found a company that had workshops all over the UK, 1200 positive reviews, competitive prices etc. One of the workshops was apparently local to me so I spoke to them and agreed to use them to get my car checked prior to repairs. The website clearly stated free collection and delivery, as well as a 12,000 mile/12 month warranty.

As the collection date loomed I enquired as to where my car will be going, and they confirmed it would actually be somewhere in Central London, about 2 hours away. As it was free C&D it didn't seem to make much difference - they pick it up, take it away, repair it, I pay, they drop it home. I just needed it done!

Anyway, £4500 later my car is returned to me. Fast forward to September 2024 and the gearbox develops a fault. I spoke to the repairers who advised I get it diagnosed locally, which I do at a cost of £100. This confirms a gearbox fault, and the mechanic comments "if it's under warranty, get them to do it again and this time do it properly". He wasn't at all impressed with the work done! The has only covered 4,000 miles so is well within the warranty.

Anyway, the repair company have agreed to collect the car for inspection but have said the warranty is on a "Return to Centre" basis and therefore I am liable for the collection and delivery costs, which will be nearly £400!

Absolutely none of this was disclosed prior to collection of the vehicle, the website simply says free collection and delivery (and I quote "no matter where you are in the UK we will have a centre local to you"). I would certainly not have agreed to use the company if I was made aware of this, I find it disgusting that their product/service has failed but I'm having to fork out another £400 having already spent a small fortune.

I believe I may be covered under the Consumer Rights Act Part 2 Unfair Terms
Clauses 62 (4) an (5)
A contract term causes an imbalance between parties:
"Return to centre basis". The term is not clear and there is no mention that the customer pays for transporting the vehicle.

Any advice is massively appreciated!

What do the actual T/C say on warranty claims?

As this is now a totally separate matter.

Ned

born_again said:

Ned said:

Hi,

I'm really hoping to get some advice as I've been left very frustrated by this situation!

Last October the gearbox/clutch failed on my car. After searching online I found a company that had workshops all over the UK, 1200 positive reviews, competitive prices etc. One of the workshops was apparently local to me so I spoke to them and agreed to use them to get my car checked prior to repairs. The website clearly stated free collection and delivery, as well as a 12,000 mile/12 month warranty.

As the collection date loomed I enquired as to where my car will be going, and they confirmed it would actually be somewhere in Central London, about 2 hours away. As it was free C&D it didn't seem to make much difference - they pick it up, take it away, repair it, I pay, they drop it home. I just needed it done!

Anyway, £4500 later my car is returned to me. Fast forward to September 2024 and the gearbox develops a fault. I spoke to the repairers who advised I get it diagnosed locally, which I do at a cost of £100. This confirms a gearbox fault, and the mechanic comments "if it's under warranty, get them to do it again and this time do it properly". He wasn't at all impressed with the work done! The has only covered 4,000 miles so is well within the warranty.

Anyway, the repair company have agreed to collect the car for inspection but have said the warranty is on a "Return to Centre" basis and therefore I am liable for the collection and delivery costs, which will be nearly £400!

Absolutely none of this was disclosed prior to collection of the vehicle, the website simply says free collection and delivery (and I quote "no matter where you are in the UK we will have a centre local to you"). I would certainly not have agreed to use the company if I was made aware of this, I find it disgusting that their product/service has failed but I'm having to fork out another £400 having already spent a small fortune.

I believe I may be covered under the Consumer Rights Act Part 2 Unfair Terms
Clauses 62 (4) an (5)
A contract term causes an imbalance between parties:
"Return to centre basis". The term is not clear and there is no mention that the customer pays for transporting the vehicle.

Any advice is massively appreciated!

What do the actual T/C say on warranty claims?

As this is now a totally separate matter.

Upon completion of the repairs and payment, the document they sent states:

"Any warranty claims that arise following 1,000 miles or 1 month after the repairs are on a return to centre basis".

This would be fine if they truly had used a local repair centre but they didn't. They have since reconfirmed via email that they "usually have a local branch but not all of them repair every type of gearbox, only a few will repair these specialist types of gearboxes". The website makes out that they can do all types of gearboxes anywhere as there will be a local repair centre.

born_again

So you need to get it back to them then.
Breakdown recovery?

Sadly what their website makes out & reality is down to expectations.

Which website?

Ned

born_again said:

So you need to get it back to them then.
Breakdown recovery?

Sadly what their website makes out & reality is down to expectations.

Which website?

That's a good idea, I'll contact my breakdown provider and see if they can help. I can't move the car due to the issue so it needs recovery, I guess it's whether they'll take it to a specific place 2 hours away. 

The company in question is Gearbox Repairs Specialist - Manual & Automatic Gearboxes - ASR

born_again

Love the description of No matter where you are in the UK, we will have a centre local to you. 
At a guess at least 100+ miles from me?

But that comment make no mention that your local center will be able to repair all makes.