Victorious VROOM: How our team Helped a Client Reclaim a Refund and travel expenses with the Consumer Rights Act 2015

Have you ever bought a used car with the aim of reducing your travel expenses and creating more job opportunities but turned out to be a certified lemon? It happens to the best of us. Luckily, the Consumer Rights Act 2015 (CRA 2015) exists to protect you in these situations. Today, we are here to share a success story about how we helped a client recover money after a not-so-satisfying second-hand car purchase.

The Case of the Clunky Engine

Our client found a seemingly perfect dream used car online – a budget-friendly car that ticked all the boxes. Initially thrilled with her purchase, her smile quickly faded within a week following the purchase when the engine began acting up within a week. The car juddered and stalled, making even the shortest journeys an ordeal. Furthermore she eventually stopped using the car and as a result she was left with an unroadworthy vehicle and mounting expenses given she reverted to public transportation coupled with monthly car insurance payments. 

Our client contacted the dealership, hoping for a swift repair. However, they claimed the issue wasn't covered by their warranty and offered a meagre discount on future maintenance. Unhappy but unsure of her rights, our client approached our team of lawyers for help.

The Power of the CRA 2015

The CRA 2015 is a game-changer for consumers buying faulty goods. Under the Act, a used car must be "of satisfactory quality," meaning it should be in a reasonable condition considering its age and mileage.

In our  case, the faulty engine clearly rendered the car unfit for purpose. Armed with this knowledge, we made our client aware of the consumer laws and provided a step by step guide on how to draft a robust letter to the dealership outlining the Consumer Rights Act and her rights under it. We ensured that her letter requested a full refund and her travel expenses incurred when the vehicle was not driveable.

Negotiation and Resolution

The dealership, likely aware of the strength of our client’s case, opted for negotiation. They initially offered a partial refund, which our client wasn't happy with. We advised our client to counter with a firm but fair response, emphasising the significant inconvenience caused by the faulty car.

Thankfully, after some back-and-forth, our client reached a solution that satisfied Sarah. The dealership agreed to a full refund and paid her travel expenses , allowing her to start her car search afresh.

Empowering Consumers

This story is a testament to the power of the Consumer Rights Act. our client, like many consumers, wasn't initially aware of her rights. But with a little knowledge and guidance, she was able to reclaim what was rightfully hers.

Here are some takeaways for you:

• Know your rights! The Consumer Rights Act is there to protect you.

• Don't be afraid to challenge unfair practices.

• If you're unsure of your rights or need help navigating a situation, please contact us.

Remember, you don't have to face car woes alone. By understanding your consumer rights, you can ensure a smoother journey on the road to car ownership.

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