Our van is faulty and the dealer has failed to fix the issues - what do we do now?

We recently purchased a brand new Peugeot Expert van, which now has numerous ongoing issues. The sliding doors are out of alignment, thus causing damage to the bodywork. Peugeot removed two plastic bumpers on the internal pillars and repainted them, but the doors still catch and mark and also now rattle. The main screen, which includes Navigation etc, keeps going off. They've tried replacing this but had the wrong unit to replace it with. After numerous phone calls and emails I've asked for the vehicle to be replaced or for a full refund. We've only just received the V5 after chasing for four months. The vehicle has been in and out with the dealer four over a month. The vehicle was purchased on 9 June. The dealership keeps advising that they need to speak to the manufacturer even though I keep advising them that our contact was with them. What's the best way forward?

Asked on 7 November 2017 by Kevan Hardy

Answered by Dan Powell
If these faults had developed within the first 30 days of ownership, you would have been able to reject the vehicle straightaway for a full refund. However, because 30 days have passed, things are a little more complicated. In short, because you're within the first six months of ownership, you can reject the van. You’ve given the dealer the chance to repair the fault(s) and they’ve failed to do so. That said, it’s worth noting that you won’t get all of your money back if you push for a refund, as the dealer will most likely make an adjustment for the usage you’ve had over the past five months. The easiest way out of this is to negotiate with the dealer. Personally, I’d send a formal letter to the dealer principal rejecting the van and asking for a new replacement. This would save a lot of time and hassle as a formal rejection will take many weeks. And during this time you won't have a vehicle. If the dealer still refuses to help after writing to the principle, I’d recommend speaking direct with Peugeot. They might take it up with the dealer on your behalf for a refund or sourcing a replacement. For your full legal rights, see: www.honestjohn.co.uk/faq/consumer-rights/
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