Car owner faces issues with new Range Rover Evoque
A reader of the Money blog, Adam from Derbyshire, has reached out for advice regarding his 2022 Range Rover Evoque (hybrid). Despite owning the car from new and only having 11,000 miles on the clock, Adam has faced repeated issues with the hybrid system not engaging. This has led to multiple visits to the Land Rover dealership, with no resolution in sight.
The ongoing issue has rendered the car unusable and has caused a significant decrease in its value. In addition, Adam’s insurance has doubled due to the known issue of Range Rovers being easy to steal. He has expressed his frustration and concern, asking what can be done to resolve the situation.
In response, Scott Dixon from The Complaints Resolver has provided guidance on the next steps for Adam. According to Dixon, the starting point is the Consumer Rights Act 2015, which outlines that goods should be fit for purpose, as described, of satisfactory quality, and last a reasonable amount of time.
The rules and options for returning faulty goods vary depending on when the item was purchased. If the fault is identified within 30 days of purchase, the goods can be returned for a full refund. After that, the onus is on the retailer – in this case, the dealership – to prove that the goods were not faulty at the time of sale. This period lasts for up to six months, after which the burden of proof falls on the consumer.
Dixon advises that Adam only needs to give the dealership one opportunity to fix the same fault. If they are unable to do so, he can reject the vehicle under the Consumer Rights Act. In this case, it is clear that the dealership has been unable to find or fix the fault, and Adam is under no obligation to give them more opportunities to do so.
If there is a dispute about whether there is an inherent fault with the car, Dixon recommends seeking an independent report from a qualified mechanic and garage. He also highlights several factors that support Adam’s case, such as the Land Rover warranty and evidence of known issues with Range Rover Evoque hybrids.
Dixon suggests exploring other options as well, such as contacting the credit card provider if a deposit was made with a credit card, or filing a complaint with the Financial Ombudsman Service if a deadlock is reached. As a last resort, Adam may consider taking legal action through the County Court or the Ordinary Cause Procedure.
In response to the situation, Jaguar Land Rover (JLR) has stated their commitment to providing the best experience for their clients. They have been in touch with both Adam and the dealership and have conducted thorough tests and updates on the vehicle. JLR maintains that the car is now in working order and has been returned to Adam.
The Money blog will continue to follow up on this situation in the coming months.