Citroen Recall Help

CTS789

Hello Everyone!

I had my car recalled as part of the Stellantis airbag recall. It was a nightmare to get a do not drive order in August and they only gave me a rental car from September and the car was fixed at the end of November.

They told me they'd collect the rental car and they never did. I emailed them to clarify the pick up and they never replied, then when I could return it, the rental company said I had to pay extra for it.

In addition to that, I notified Citroen over a week in advance of the date of the appointment to fix the car and they said they'd arrange a tow for it. They didn't and the day before with only 18 hours to go they told me to arrange my own tow and they would refund it. Thankfully I did manage to find someone. I sent the invoice and bank statement to my case handler and she never replied.

It's been two weeks now, I've emailed every other day and nothing. I put in a formal complaint to Citroen and there's been no reply but they guarantee one within three days.

I don't know what my rights are or anything, but the 70 for that tow was supposed to help with food for the holidays and I am devastated by this whole thing. It's been stressful, had an impact on my job, my mental health, I couldn't enjoy most of the summer without any vehicle. It's just been horrendous.

Any advice on how I can get my 70 back and dispute these rental car claims? I communicated with them consistently and all of the time. They won't even speak to me or deal with my emails. I've never been rude to them.

Please help!
C

flashg67

See what Citroen say first, but if the dealer is part of a large group then you will be able to find a head office/customer service contact to try. 
If you have evidence of calls/emails etc then a last resort is a 'letter before action' followed by a money claim online , but this will cost you to file and the result isn't guaranteed

Arunmor

Who rented the car?  I presume Citroen, in my view you have no contract with the rental company (willing to be proved wrong on that point?) so should never have paid it.  Too late now you will need to chase Citroen for reimbursement.

CTS789

Just an update, I got the money for the tow this week, so it only took them 12 weeks to issue the money. It's not a huge amount of money, but over the winter it meant I had to cut back on things. I'm glad I got it back, but there was no apology, no compassion, nothing. It's been horrible. They also wrote to me they'd give me 750 compensation as a good will gesture, then sent an email four hours later saying that was sent in error and I was entitled to nothing. I never expected compensation, but it was disappointing to be led on and for a few hours think I might actually be able to afford something nice!

shera12

That sounds really stressful, I’m sorry you’re dealing with it. I’m no expert, but the best next steps are to keep everything in writing, ask for the complaint to be escalated, and if they still don’t respond, contact the Motor Ombudsman. Recalls are taken seriously, so that £70 should be recoverable.

sheramber

https://forums.moneysavingexpert.com/discussion/comment/81876641#Comment_81876641

post above states money received.