Faulty Vehicle

xJEHx · 19 August at 12:11PM

Thanks in advance for the advice 😊

I bought a 2019 plate Fiat 500x with 48,000 miles on the clock. I had done my research and bought it from a ‘reputable’ and well known company.

On the day of collection I met with a company representative at their pick up point (saved me driving 200 miles to collect the vehicle). The rep went through all the mods with me and asked if I was happy, which I was, then disappeared. I stayed stationary for another 10 minutes before driving off, adjusting the seat, getting to know the buttons etc and then pulled off in my new shiny car! At the very first corner I came to, as soon as I turned the wheel there was a knocking coming from underneath the car. I contacted the Rep immediately and reported it and asked if he had any issues considering he had just driven 200 miles, he alleged he heard nothing but advised to contact the customer care team the next working day.

I contacted them to advise of the noise and straight away without hesitation they arranged for the vehicle to be looked at. Whilst I was waiting for the date to arrive, the Engine Management Light kept coming on and off. I advised them of this and they added it onto the job list, a few days later the engine was making a concerning noise which I videoed in order to show the garage.

The garage fixed the noise underneath the car (ball joint I believe) but couldn’t find any issues in relation to the EML. I was advised to keep an eye on it. Following the weeks, the vehicle still continued to make bizarre noises, fuel consumption was poor and the drive just didn’t feel right. I got back in touch with the company to advise and they stated that ‘according to a forum’, the noise, fuel consumption and drive experience was typical of this make and model. I advised that I had previously test driven the same make & model and can confirm that it isn’t typical of this type of vehicle and that I would not have some kind of Russian roulette played on the repairs whilst it’s under the warranty period.

They reluctantly booked it back into the garage who then advised that the engine was locked to Fiat and it would need to be looked at by a specialist garage. Again, reluctantly and with a lot of going back and forth it was booked into a specialist Fiat Garage, unfortunately for the date I was on holiday so I had to push the date back by a week.

I would like to add during this period we were just under 3 months in so conscious that the warranty period was due to expire and I had previously asked for advice on how I go about rejecting, returning etc all to which was ignored and I feel pacified by appointments with a garage who by the way were not local to me, resulting in relying on friends/family, public transport, time off work etc.

When I returned from holiday, I had to make a journey which was 1.5 hours. I was anxious but in the back of my mind I kept reminding myself that the company had told me it was typical and I started to think maybe I was creating a bigger issue and that perhaps the noises were typical noises, mindful that a 2019 plate isn’t actually as new as we would all like to think with it being 2025!

Whilst driving down the motorway at 23.30pm, the car began to shake and chudder, dramatically losing its speed and ability to steer. I was going around 65mph at the time and managed to get back over to the slow lane and luckily exit at a service station.

Whilst stationary at the service station, I opened the bonnet and could visibly see steam coming from the engine, it was also hot to touch. I waited for around half an hour and then started the vehicle back up, at this point the engine was making an even more concerning noise than it ever had and the revs were high.

I then had to arrange for recovery to be towed 48 miles home.

I submitted a complaint on the Monday and the customer services I received at the point was truly awful. I went 2 weeks without any form of update or correspondence and had no access to a vehicle during this time (I live alone and semi rural, I also require a vehicle for my job).

After 2 weeks the company finally provided an update and stated they would arrange for a hire vehicle and also arrange for recovery of my vehicle so it could go in for a diagnostic test. I made it very clear at this point that I was rejecting the car, on the basis that it was within the first 6 months and it was the third time it had been into the garage for a fault.

The vehicle was not picked up for a further 2 weeks, which I didn’t mind as much as I had a hire car, however as a note, I am paying a PCP amount every month.

The company advised, although out of warranty, if it was engine related they would fix it because the issue was raised under warranty and if it was engine related they would look at accepting the return of it.

A few days after, the garage got in touch to say that the Multiair Unit was faulty which had been causing the issues/symptoms from the very first week or two that I had purchased the car. I advised them that I personally won’t be authorising the repair and stated if the company do then that’s their prerogative, but I won’t be collecting the vehicle.

I’m not particularly car savvy, but I am quite comprehensive and can understand information quite clearly. Whilst researching online, it appeared that the Multiair Unit was quite an integral part of the engine and that the job was quite labour heavy and tool specific. Highlighting that special measures have to be taken whilst carrying out the work to avoid any damage to further engine components (happy to be corrected).

The price of the repair was £2,044 which on a £8,500 vehicle, I would categorise as a substantial repair. In my opinion, on balance of probability, the issue with the engine was very much present at the time of sale given I experienced the issues very early on.

I was elated at this point as I thought the return would be accepted and that I could move forward and look at purchasing a new vehicle that I actually felt comfortable to drive.

Until that is, the company advised me that they have a right to attempt to fix the vehicle once and despite it being in the garage twice prior to the breakdown, a repair was not attempted.

I advised that although a repair was not attempted previously, that does not reflect my consumers rights and perhaps portrays that there are issues with the partnership between the dealer and the garages used for repairs.

I had already raised a complaint with my Finance company who haven’t up to this point been very vocal. The dealer have now advised that the complaint their end has been actioned and going forward I will need to communicate with the lender.

I feel so strongly that this car was not road worthy at the time of sale! I have lost all confidence in the vehicle and already feel anxious at the thought of driving it longer distances which is ridiculous when the reason I decided to bite the bullet and get a newer car was to feel more at ease driving long distances for work.