Help with car rejection nightmare!

Boot28 · 22 May at 7:47PM

This is a long story but I will try and condense it down as much as possible.

Late November 24 - Brand new lease car delivered

Early December 24 - (13 days after receiving) Car Broke down, RAC called but on the way the car started again, advised to contact Vauxhall ASAP to check over - Called Vauxhall, told earliest they could look at it would be over 4 weeks away in another town. Booked in and used car sparingly, avoided distances and motorway.

Xmas day - Car cut out again, dangerously in middle of road. Had help to push car, waited until following day to contact RAC. RAC came out, 47 different faults, unsafe to use and car was towed for the garage to look at. No courtesy car as RAC and Lease company say its up to vauxhall they can’t help, Vauxhall refuse, loads of messing around and had no car for weeks, xmas holidays completely ruined, days off work etc.

7/1 - Told car is checked and fine, had update and to pick it up. Used car sparingly again as I wasn’t confident with trusting it.

23/1 - Car cut out again, dangerously on a very busy ring road, blocking road for 2.5 hrs until RAC came. 57 faults this time. RAC towed to same garage, told can’t have courtesy car. Had to walk 4.5 miles until able to get an UBER, during which time I called the lease company, told them I reject the car, they said they cant help with courtesy car as its vauxhalls responsibility, and will take 8 weeks to resolve complaint.

28/1 - Garage said car started working again straight away, can’t find no faults (despite them helping push the vehicle into a bay and having copies of RAC reports) asked me to pick it up. I refused. They called again a few days later saying they have fitted a part, but it’s now not working at all and they have to wait for vauxhall to tell them what to do next.

24/3 - 8 weeks after complaint started I finally have a call from the case handler, saying will reimburse me for hire car costs (£2600) , and put in rejection to vauxhall. Told them its created massive financial hardship with the hire car and still paying the lease asked them to refund ASAP

1/5 - tried several times to reach lease company and had multiple promises of a call back that day or the next, but never happened. No refund as promised. Vauxhall called, said car is now repaired after 4 parts being fitted (97 days in total) told them I rejected the car but will try contact lease company to advise.

5/5 - Finally lease company contacted, apologised hadn’t had a refund yet, I have to pick car up as vauxhall have refused my rejection as the car is now fixed, and I will have to pay storage fees if I don’t collect it. Said will sort refund asap. I told them I will pick it up due to threat of storage fees but It does not affect my right to refusal.

7/5 - Picked car up.

8/5 Car cut out again dangerously on a junction, 57 faults showing.

9/5 I paid for independent inspection - 57 faults. Called lease company, told me they will get refund sorted in 48 hrs and send for Dekra inspection in 24hrs.

22/5 - Multiple attempts to contact them, promises of a call next day etc, still nothing.

Im seriously struggling to pay for hire vehicle (which includes a £750 deposit) being a single parent with my sons school at the other side of town with a full time job the car is essential to me. I realise now I have to go through the ombudsman but that can take 6-9 months when I have already waited 17 weeks since the complaint began. The stress and worry of this all is really affecting my health and I’m struggling, it’s between £750 - £1000 a month I am paying for Hire cars and the lease. The story is actually a lot worse (the same company I pay the lease to is the same company I’m paying to hire the car from) but I’ve condensed it at much as I can. Since November I only had full use of the lease car for 13 days. It has been in my possession for 45 days (rest at the garage)

Can anyone who has been through the same process say how long it took them for a resolution from the ombudsman or offer any suggestions about who I can contact to help me with this?

Much Appreciated!