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Halfords Autocentre ruined my car, refusing to pay more than refund of repair.

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  • Halfords Autocentre ruined my car, refusing to pay more than refund of repair.

    Edit: apologies I posted in wrong place, I have posted in Motor and finance section now but cant delete this.



    Please help,

    Long story short....

    In December 2021 my car broke down.
    I contacted Halfords Autocentre who said they would look at it.
    I had it recovered to the Autocentre and after a few days they said it needed a lot done, engine sent away etc, but they could do it.
    I also asked for an MOT afterwards too.

    21st January, a month later, I was told my car was fixed and MOT passed.
    When I collected the car a member of staff said it might have an oil leak and if it does to bring it back! Total repair cost £2544.54.
    They also overcharged me by over £340 but later refunded this overcharge.
    A few days later my car wouldn't start properly and the following day broke down again.
    I managed to get the car back to the Autocentre and I was told to leave it and they would look at it when they can.
    I asked about a hire car and how I was getting home but the staff member shrugged and said he could not comment.
    Also how did it pass an MOT and break down again?

    I called the Halfords complaint line to open a case.
    That evening I received call from Halfords Autocentre mechanic/engineer and the first thing he said was “I know you have put in a complaint” I found this very unprofessional and a little threatening.
    He told me that he was going to look into the car with a senior technician on Friday.
    Once again I asked about a hire car and how I was going to get to work and pick up my children but he said he won’t comment or make any decision until the car was looked into to see if it was their fault.

    The next day I received a call from the regional manager who said I have two options, a full refund or a new engine. He said the new engine may not solve the problems.
    He immediately offered me a full refund £2544.54, plus one week of the hire car at £500 and £200 for the inconvenience!?!!
    I said I would think about it as I was not happy with the offer. This does not come close to the costs incurred, hire cars etc, or even include any value of my car.

    I felt this was offered too quickly and I wanted to speak with citizens advice.

    I called Citizens advice who were very helpful and said under 2015 consumer rights act they have not taken reasonable care and skill of my car, there is consequential loss and incurred extra costs.
    At this point I was in the red with my back for being overdrawn and had to take out a £4000 loan to cover the car repair costs and hire cars.

    02nd Feb 2022 I called the Halfords complaint line to ask for an update as I had not heard anything.
    Later that day the regional manager called me and I said that I was not happy with the offer and I would like the case to go to ADR.
    He said okay and he would raise it with his boss and someone would call me back.


    09th February I called the Halfords complaint line for an update on ADR and was told someone will call me back.
    The Client Manager called me and asked what I was looking for? I told her that I would like the ADR details and asked her about a hire car again as I had to keep extending mine and was in week 7 or 8 of a hire car.
    Later in the day I received an Email from the Client Manager asking for all of my out of pocket receipts so I sent all my hire car costs on my bank statements.

    Two weeks later 24th February I sent an email to the Client Manager asking for an update and for the details of the ADR company that I had asked for 14 days ago.
    I gave a further 7 days to respond, making a total of 21 days.
    I also said I have had the hire car for those 14 days and have had to renew for a further week.

    09th March I emailed the Client Manager asking for a final response and settlement offer.

    Today 15th March I received an email from the Client Manager stating the original offer from the regional manager is the final offer.

    "Full refund of works completed- £2544
    One weeks hire car - £500
    Other incurred costs as a gesture of goodwill - £200
    This offer will remain open to you until 22nd March 2022. Please advise whether you would like to reconsider this as a full and final resolution."


    I think this is disgusting.
    It's been almost 3 months.
    They have broken my car beyond repair, someone at Halfords has messed up.
    I'm in week 12 of a hire car costing £360 a week so I can get to work, and pick up my children.

    Please advise, all advice most welcome.

    Thank you.
    Last edited by SteveLee; 15th March 2022, 21:26:PM.
    Tags: None

  • #2
    Sorry you have had all this hassle and work. Disgraceful.
    They have greater resources than ordinary customers to deal with legal challenges.
    I suggest looking for one or several national publications that take on consumer rights cases. These firms hate adverse publicity. It is amazing how many complaints are resolved once they risk publicity of their poor customer service.

    Comment


    • #3
      Do you know what was wrong with the vehicle that caused it to break down in December?
      Do you know what Halfords did to mess up so spectacularly?

      How much do you need to put you back in the position you were before Halfords got their hands on it, but after it had broken down?
      This needs to include hire costs.

      Comment


      • #4
        Originally posted by des8 View Post
        Do you know what was wrong with the vehicle that caused it to break down in December?
        Do you know what Halfords did to mess up so spectacularly?

        How much do you need to put you back in the position you were before Halfords got their hands on it, but after it had broken down?
        This needs to include hire costs.
        I believe it overheated, a pipe burst under the bonnet. Halfords said it needed a new head gasket, radiator, oil pipe/pump.
        It definitely needed a lot of work but to pass an MOT and then break down?!?!

        I originally asked for £5000, (repair refund of £2500 + a few weeks of hire cars. I don't expect the first couple of weeks hire car because that was my choice but I'm now into week 12 of them at £350 a week!

        A Halfords Claims Manager asked for all my out of pocket expenses a month ago so I emailed her all my hire car statements.
        She still came back with the same original insulting offer from the beginning so what was the point in asking for my receipts?!
        I believe they are dragging it out on purpose too so that I have no funds left and just agree to anything.
        Last edited by SteveLee; 15th March 2022, 23:04:PM.

        Comment


        • #5
          So besides going down the social media/ trustpilot reviews etc I would be writing to their CEO.(https://www.ceoemail.com/s.php?id=ceo-9055).

          Send email, backed up by snail mail (first class with free certificate of posting from PO)

          Set out the details of your complaint, what it has cost you and the derisory offer that has been made,,
          Offer to go to mediation,
          Explain that you know their liabilities as set out in Consumer Rights Act 2015 Chapter 4, but in addition you are seeking compensation for the consequential damages caused by their breach of contract
          Tell him that if you do not receive a satisfactory offer within 14 days you reserve the right ti initiate court proceedings without further reference to themselves
          Your rights are set out in Consumer Rights Act 2015 Chapter 4

          You need to recover the vehicle from Halfords, and may possibly have to have it examined by an independent engineer.
          On the face of it , I guess the original overheating caused more damage than Halfords diagnosed.
          Quite possibly the head, and even the block, were distorted and needed skimming. Failure to do that if required would result in failure in short order.

          If you have to go to court (which try and avoid) but keep your claim below £10,000, it will be allocated to the small claims track, where costs are limited so you don't have to worry about their legal costs if you perchance lose!

          Comment


          • #6
            Halfords. Well, they are sometimes not capable of big repair jobs, AA normally recommend them, as in my case when our car had problems, it then had to be transferred to main agents, in your case you trust them to complete the repair, but therefore my opinion is you are due for the full refund, trust Halfords to repair the car proficiently, it was not and so compensation is due,

            Comment


            • #7
              Thank you, I have emailed the CEO tonight :o)

              Comment


              • #8
                Originally posted by des8 View Post
                So besides going down the social media/ trustpilot reviews etc I would be writing to their CEO.(https://www.ceoemail.com/s.php?id=ceo-9055).

                Send email, backed up by snail mail (first class with free certificate of posting from PO)

                Set out the details of your complaint, what it has cost you and the derisory offer that has been made,,
                Offer to go to mediation,
                Explain that you know their liabilities as set out in Consumer Rights Act 2015 Chapter 4, but in addition you are seeking compensation for the consequential damages caused by their breach of contract
                Tell him that if you do not receive a satisfactory offer within 14 days you reserve the right ti initiate court proceedings without further reference to themselves
                Your rights are set out in Consumer Rights Act 2015 Chapter 4

                You need to recover the vehicle from Halfords, and may possibly have to have it examined by an independent engineer.
                On the face of it , I guess the original overheating caused more damage than Halfords diagnosed.
                Quite possibly the head, and even the block, were distorted and needed skimming. Failure to do that if required would result in failure in short order.

                If you have to go to court (which try and avoid) but keep your claim below £10,000, it will be allocated to the small claims track, where costs are limited so you don't have to worry about their legal costs if you perchance lose!


                ​​​​​​
                I received this email an email on the 18th March, after writing to and emailing the CEO.

                It has been 3 weeks since this email and nobody has contacted me yet.
                Would you advise small claims court now, social media route, or contact their ADR company?


                ​​​​​​"Dear ********,

                I write to acknowledge receipt of your email addressed to our CEO, **************. I am extremely sorry to read of the nature of this concern with our Orpington Autocentre and appreciate how disappointing your experience has been. We strive to provide a very high level of customer support and it is clear to read that on this occasion we have not achieved this.

                I want to ensure this matter is given our full and best attention and arrange for the Regional Manager of our Orpington Autocentre to contact you directly to discuss and resolve your concerns.

                I am confident that we can bring this matter to a swift resolution but in the meantime if you need anything further, please do not hesitate to contact me.

                Kind regards,

                ******************* | Senior Claims Executive".

                Comment


                • #9
                  I would send a reminder (by email) telling them there has been no contact and you are now preparing your court documents which will be submitted after Easter.

                  ... and start preparing the court claim

                  Comment


                  • #10
                    May I ask what make of car it is and how long you have owned it. If within 1-2 years, what price did you pay for the car?

                    Comment


                    • #11
                      Originally posted by Sam101 View Post
                      May I ask what make of car it is and how long you have owned it. If within 1-2 years, what price did you pay for the car?
                      It's a 2006 Astra, mk4. I paid £6500 about 8 years ago. There's very little or no monetary value to the car itself.

                      Comment


                      • #12
                        Thank you for the information, as it's good to know all the details. As you say, the car has very little actual value. A court action may find that the offer you have received was reasonable in the circumstances, so do think carefully about how you proceed.

                        Comment


                        • #13
                          Consider that Halfords offer very carefully, my opinion what its worth is taking the offer, if you take this to Court you will have a Judge who will my guess "say you had this car for so many years now only scrap vale" I think you are on a looser.

                          Comment


                          • #14
                            I think the last offer you had from Halfords was at the beginning of February and was a refund cost of repair, one weeks hire cost and £200 compensation.

                            IMO thayt is insufficient as they should take into account your consequential losses up to that time, but your choice

                            Comment


                            • #15
                              My Daughter took her car to Halfords on Friday for an oil top up, when they looked at the car they said it didn't need any because there was plenty of oil in it. This morning it sized up and the AA said it was because it had no oil in...Where does she stand with this regarding Halfords telling her it had enough oil in?.

                              Comment

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