The BVRLA understands that due to various shortages, including semi-conductors, some vehicles being delivered to customers are not matching the specification which was in place when the vehicle was ordered.
This is leading to an increase in complaints as the specification change is not clearly communicated to BVRLA members prior to the vehicle arriving with the customer.
Consumers have certain rights under the Consumer Rights Act 2015 for any goods they purchase or lease, the most important one in this scenario is that the goods must match the description, sample or model. If they don’t then the customer has the right to immediately reject the vehicle.
The BVRLA has the following hints and tips to help navigate members through this minefield:
- Communication is key: if you are advised in advance by a dealer that there is a specification change, communicate this to the customer so you are managing their expectations.
- Keep the vehicle specifications on your website high level and advise customers to check the manufacturers website for the latest information.
- Advise customers that there can be changes between order and delivery due to the current part shortages.
- If the customer is looking to reject the vehicle, check if their claim is warranted, for example does the specification change mean that the vehicle does not match the description you gave. Also make it clear to the customer that the impact of rejecting the vehicle could mean a delay of several months due to part shortages.
- If you need a second opinion, contact the BVRLA’s Alternative Dispute Resolution (ADR) service at [email protected], who will review the facts and give you an opinion on the case.
For further guidance on the Consumer Rights Act 2015, the BVRLA’s Guide to Consumer Rights summarises the legislation.
