- This topic has 41 replies, 5 voices, and was last updated 2 months ago by
.
- Topic
Hi All.
After collecting my new Renault Clio esprit Alpine on Thursday, I noticed that the alignment was massively out. Especially for a brand new car.So I took it straight back to the dealer after 20 minutes. They told me that they’d sorted it after a 40 minute wait, so I drove home as I had other scheduled commitments later in the day. I noticed that they still hadn’t fixed it but it wasn’t quite as unsettling as it was before so I rang them on Friday to have it looked at on the 5th of November as we were going away to Cornwall the next day.
On the way down to Cornwall, the vehicle kept pulling to the right and it got considerably more unstable than it was prior. So much so that I didn’t take it over 60MPH all the way there. I booked the car for an alignment in Plymouth on Sunday and they said it was the worst car they’d ever seen in terms of alignment and all they could do was point the vehicle to pull to the left away from oncoming traffic.
I called the RAC and the patrol diagnosed that one of the main mounting bolts for the front subframe is not correctly seated in its housing and has been potentially flexing when driven owing to the wheels pointing in different directions. The Clio has now been towed back to the dealer and I’ve got a Cupra Leon rental car from Europcar whilst they investigate.
The dealer is denying all responsibility and knowledge of my return on Thursday on their system to Motability despite saying they’d had two mechanics drive the car on that day and they couldn’t find anything wrong with it apparently as they told me yesterday. MO have referred me to their Customer Service Resolution Team, who’s on the case but they’re saying that if I reject this vehicle, they won’t let me have another scheme vehicle as the Clio was to replace an i20 which was cancelled last month after 6 months of catastrophic issues and an inept dealer franchise.
I’ve already quoted the Consumer Rights Act 2015 but they’ve said the dealer has to agree which they’re not at the moment as they’re maintaining that it’s all in my head and there’s nothing wrong with it despite the RAC and Kwik Fit writing reports on it.
Any help would be greatly appreciated.
Thanks.
- Replies
Have the resolution team got the reports from Kwik Fit and RAC, which is as good as anything to prove it’s not all in your head, as Renault is trying to say?
Have you any proof of going back Thursday and waiting 40 minutes, such as a dashcam etc?
Have you thought of getting some initial advice with the KF/RAC reports you have from Citizens advice, the Ombudsman or if you have legal protection on home insurance, so you know where you actually stand, as I know you can reject a car within 30 days, if it has a significant fault and believe the same rules apply for lease cars i.e Motability, hence why you need advice, so you not kicked off the scheme for no direct fault of your own.
NB your dates don’t add up, as were still in October😂
Personally I would have instructed the RAC to carryout an engineers report before handing the vehicle back to Renault. The Kwik fit and RAC patrol inspection will carry little weight. Renault dealer will try to cover their backs.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Personally I would have instructed the RAC to carryout an engineers report before handing the vehicle back to Renault. The Kwik fit and RAC patrol inspection will carry little weight. Renault dealer will try to cover their backs.
If the cars still outside and not gone into the workshops, I’d be looking gat getting independent engineer report and claiming the costs back on the basis of what they found.
Can you instruct RAC to carry out an engineers report or would the instruction need to come from Motability.
It does seem Motability don’t have the user at their best heart, especially as it’s within the 30 day rejection period and sggesting he wouldn’t be able to have another car through not fault of his own if he rejects it, is wrong.
I’m afraid that this is an area of law that I have no knowledge of, but if a 30 day rule applies my concern would be that there would be a large degree of can kicking so that the consumer times out on a rejection.
I’m disappointed to hear that Motability are washing their hands of it, especially as main dealers are notorious at saying that they cannot find faults that are apparent to everyone else, unless it’s something that the customer has to pay for, in which case they find all sorts that needs doing!
It also seems unfair that you’d be kicked off the scheme for two rejections of faulty cars, especially as we’ve had one or two forum contributors over the years who have done terminations on two or three cars and were still allowed to remain. I wonder if they are clamping down on this, or it’s a case of it depends on who you speak to?
If and that is a big if, if the Renault dealer has inspected and supplied a potentially dangerous vehicle especially to a vulnerable person there could be some serious legal ramifications for both Mobility Operation and the Renault Dealership, you need some proper legal advice, our opinions and posting mean very little.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
The RAC Patrol condemned it and told me not to even go anywhere near it. RAC Dispatch told me that they could only take it to one destination. We were and still are on holiday in Cornwall and I needed a rental car ASAP so I didn’t want to delay things further. Had I have been at home I would’ve done so.
The RAC Patrol condemned it and told me not to even go anywhere near it. RAC Dispatch told me that they could only take it to one destination. We were and still are on holiday in Cornwall and I needed a rental car ASAP so I didn’t want to delay things further. Had I have been at home I would’ve done so.
The RAC, I imagine took your car to a dealer in Cornwall as you were on holiday and hire car provided, which might be a good thing, as the dealer won’t have any liberties to protect or cover for the dealer you got it from?
No, they took it to Vertu Renault Exeter which is where I collected it from. Technically the nearest Renault dealer to us is Vertu Renault Plymouth but it was easier for me to send it back to Exeter because A. It’s where it came from, and B. Because it meant it would be easier to collect it as and when it’s fixed.
It seems they’re very strict about cancellations because it’s supposedly hurting the pockets of the fat cats with the massive salaries. Motability have told me they need to find a fault with the vehicle in order to action a replacement. Although they’ve told me that it must be “Like for Like” Ie, another Clio from Vertu Exeter, which I don’t want because I don’t trust them or Renault anymore. Vertu Renault Exeter are refusing to acknowledge a fault despite contradicting themselves between what they’re telling me and Motability Operations.
If this was a cash or personal finance case it would be open and shut already. But no, they don’t seem to care about disabled customers.So its back with the supplying dealership, if you put the vehicle on the ramps and turn the steering side to side, the front wheels will be under resistance, in theory the steering rack which is mounted on the subframe neither should show signs of movement.
What I find strange you were capable of driving a vehicle at 60 mph, something doesn’t sound right.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Mobility has offer you a replacement vehicle and you have refused is that correct.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
No, they haven’t offered me anything at all yet. They told me Vertu Renault Exeter need to find a fault. But Renault are saying there’s nothing wrong with it. Motability only gave me an indication of what could happen if they did find a fault, which would be a replacement Clio.
I don’t know where you’ve got anything about the steering rack from. The RAC said that they found one half of the subframe wasn’t aligned and tightened correctly. It only presented itself as the tracking being significantly out.
Although they’ve told me that it must be “Like for Like” Ie, another Clio from Vertu Exeter, which I don’t want because I don’t trust them or Renault anymore. Vertu Renault Exeter are refusing to acknowledge a fault despite contradicting themselves between what they’re telling me and Motability Operations. If this was a cash or personal finance case it would be open and shut already. But no, they don’t seem to care about disabled customers.
I fear you are being dictated to, regards the options under the CRA 2015, with the threat of being excluded from the scheme – Which is why it’s important for you to seek proper advice from one of the organistions previously mentioned or legal advice from your house insurance if you have it, as soon as reasonably possible.
I would certainly be finding time and writting down – what happened and who said what, making it easier to explain to one of the organisayions or legal’s when you call!
It’s not your fault, the Clio is dangerous to drive, therefore not fit for purpose (or the i20 had problems), from a layman, I would say you are due a refund based on the vehicle which is “not fit for purpose” due to being dangerous to drive on the road, which from myself as a layman, sec 20-22 of the CRA 2015 apply. If on the otherhand the electric windows didn’t work, when you collected the car for examply, you are entitled to a repair or replacement, as set out under section 23 CRA 2015.
Sections 20-22 of CRA 2015 A consumer you are entitled to a full refund if the goods are faulty, not as described, or “not fit for purpose” within the first 30 days of purchase. This right exists regardless of whether the consumer can prove the defect was present at the time of purchase.
Section 23 of the CRA 2015, you have the right to demand a repair or replacement when the goods purchased are faulty, not as described, or fail to meet the expected quality within 30 days of delivery. If the goods have a fault, the consumer can choose between a repair or a replacement without charge and within a resonable time frame. If the goods are repaired and the issue persists, or if the repair does not meet acceptable standards, the consumer may have the right to a replacement instead. If the replacement still fails to meet the standard, the consumer may be entitled to a price reduction or refund.
I don’t know where you’ve got anything about the steering rack from. The RAC said that they found one half of the subframe wasn’t aligned and tightened correctly. It only presented itself as the tracking being significantly out.
Because your steering rack is mounted on the subframe, there is no way the RAC could check the alignment of the subframe on a breakdown check, if so why did he not just torque up the bolts, also Kiwk fit obviously missed it.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
The RAC would see the subframe mounting bolts quite easily, especially if jacked up on the offending side. What I don’t understand, is why Renault haven’t replaced the bolts and reseated the subframe. The older Clio 197’s etc had similar subframe problems where the holes were to big for the bolts and after market kits were used however that was going back around a decade and different scenario to a new vehicle.
The other route, if the dealership keep denying any problems and Motability leave you to it, is to perhaps get an independant engineers report and reclaim costs if they agree with RAC. They cost around £200 from most places including the AA
https://www.themotorombudsman.org/consumers/independent-vehicle-reports/
, also Kiwk fit obviously missed it.
Kwik Fit use Hunter Hawkeye, which is are known for being the best in the business. Kwik Fit also give you a printed report to take away or at the very least should send a report to MO. However, these machines are only as good, as the person operating them and Krap Fit didn’t come from nowhere! Never the less someone, somewhere has a report on the vehicles alignment.
Motability have told me they need to find a fault with the vehicle in order to action a replacement. Although they’ve told me that it must be “Like for Like” Ie, another Clio from Vertu Exeter, which I don’t want because I don’t trust them or Renault anymore.
I have a Clio 1.6 Esprit Alpine full hybrid which I picked up in June 2024. You must have had a lemon because my car has had no problems & I am very pleased with it. If you are offered another (replacement) Clio, I would accept it. Chances are it would be like mine next time around. If not – you know what to do.
The Clio was the 2nd best selling car in all of Europe last year with 216, 317 sold. Personally, I can see why.
, also Kiwk fit obviously missed it.
Kwik Fit use Hunter Hawkeye, which is are known for being the best in the business. Kwik Fit also give you a printed report to take away or at the very least should send a report to MO. However, these machines are only as good, as the person operating them and Krap Fit didn’t come from nowhere! Never the less someone, somewhere has a report on the vehicles alignment.
Like Kezo and I have stated an independent engineers inspection, they with have the necessary equipment and knowledge to carry out a full and detailed inspection, as stated before our opinions/advice, the Kiwi fit and RAC inspection really only supporting evidence, Renault and the dealership will close ranks.
Sorry if you think were are being a bit strong with you, but you need to present a strong case to Mobility Operations.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
Sort of, I’ve finally had a response from Vertu but it took 5 days of no updates to hear anything. They told me that there was nothing wrong with the alignment or the front radars, but told the lady from MO that there was an issue with the alignment but not the radar. Motability are not impressed with the way it’s been managed by Vertu and have still offered the option of rejecting this Clio and opting for another one under the Consumer Rights Act, or going for a different car yet again. The problem is that I can’t afford anything of an equivalent spec anymore that isn’t a Clio, as they’re all at least £999 even with special offers. I’m not overly keen on having another Clio, especially considering that the seats don’t provide enough under thigh support on journeys over an hour (Something I didn’t get to see on the test drive as it was a hybrid which had just been sold so I took it back after 10 minutes because I was petrified) the gear change is incredibly mushy, and the speakers aren’t very good. I was interested in a Mazda2 Hybrid Homura, especially with the £1,000 at BrindleyWolverhampton But we’ll see.
Sort of, I’ve finally had a response from Vertu but it took 5 days of no updates to hear anything. They told me that there was nothing wrong with the alignment or the front radars, but told the lady from MO that there was an issue with the alignment but not the radar. Motability are not impressed with the way it’s been managed by Vertu and have still offered the option of rejecting this Clio and opting for another one under the Consumer Rights Act, or going for a different car yet again. The problem is that I can’t afford anything of an equivalent spec anymore that isn’t a Clio, as they’re all at least £999 even with special offers. I’m not overly keen on having another Clio, especially considering that the seats don’t provide enough under thigh support on journeys over an hour (Something I didn’t get to see on the test drive as it was a hybrid which had just been sold so I took it back after 10 minutes because I was petrified) the gear change is incredibly mushy, and the speakers aren’t very good. I was interested in a Mazda2 Hybrid Homura, especially with the £1,000 at BrindleyWolverhampton But we’ll see.
At least Motability are coming round to reason and more on your side now.
You need extended test drives in whatever you choose, to make sure its suitable.
Keep us updated 🙂
Cheers Kezo,
I think MO were always on my side, it just took getting the right case manager, giving her all the information as well as her being able to recognise Vertu’s incompetence in identifying or dealing with the situation as well as lying to the customer but not MO. Problem is that many dealers are reluctant to give the keys to a brand new car, whatever it is, to a teenager, although some brands were fantastic last month before ordering the faulty Clio such as SCC Toyota in Taunton and Snows Toyota Exeter who just gave me free reign of a Yaris for a fair while unaccompanied. Some dealers flat out refused to let me drive or some, like Platinum Renault Yeovil didn’t have an exact match in terms of spec which is a massive problem.
Our Suzuki Across which a rebadge Toyota RAV4 PHEV is serviced at our local Toyota dealership, Suzuki wanted over £30 to collect the vehicle, Toyota free collection. The local Toyota dealership were very accommodating they could not do enough.
If you can have a look at a Toyota Yaris Cross or a C-HR owners claiming an easy 70-80 mph local driving and the big plus they are reliable and start at £795, just look at the Toyota owners club, prior to the Mobility scheme we had a Toyota Aygo for over 10 year then to the daughter for another 3 years zero problems and 55-60 mpg.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.
- You must be logged in to reply to this topic.