HELPPPPP, Dealer just want money money money money

[yingxue2022]

I'm not sure what the actual problem is now - what are the warnings or messages / lights being displayed? Was the Adblue tank fully topped up by the dealer?

My advice is to take it straight back to the dealer that did the warranty repair and tell them there is still a fault after the work and let them deal with it as part of the original warranty work.

It is the same problem that occured in the first day, so I wonder if they even replaced it or not... lthey said they have replaced urea tank, and did PDF clean and regeneration etc, but why does same problem occur immediately after the work is done? it simply doesnt make sense...

[yingxue2022]

So I purchased a Citroen berlingo enterprise through a private dealer, it was quite new a 2019make and just ran 20K miles with one owner. The warranty runs out end of August 2022, so I thought how wrong can it possibly go with warranty? But I was so wrong, we have had numerous break down due to ad blue fault signal.

Finally a robin and day dealer said they are going to repair it under warranty, so they claimed that a new urea tank was replaced, did pdf clean and regeneration. But same problem came back just couple days after we got the van back. The ad blue signal has come back again and warned of engine needs to be repaired. I simply can not believe that they have replaced urea tank and did what they claimed to have done ( because we were not able to top up ad blue and this still remains the same problem).

Is it possible for me to pay another garage to check if urea tank was replaced definitely? what other problem could it be for the ad blue problem? any advise will be helpful many thanks

[GiveMeABreak]

Take it back to the garage to resolve. Any warranty claims for the tank would be done by a Citroen dealership. If your vehicle is showing faults and under manufacturer warranty you should be covered, but may have to pay for the initial diagnostic (which if the private dealer you bought it from can't fix, should agree to pay for a proper diagnostic at Citroen for you).

[wheeler]

I doubt the dealer would say they replaced the urea tank if they didn’t actually replace it, it should be fairly obvious that is been replaced if you look at it. They would be taking a big risk telling you they replaced a £1000 part & not actually done it.
For a start PSA can request any warranty parts back & on a monthly basis ask for certain parts at random to be returned, they have to retain the parts for around 3 months before scrapping them incase they want to inspect them.
It sounds more like the fault has been misdiagnosed in the first place.

[yingxue2022]

I'm not sure what the actual problem is now - what are the warnings or messages / lights being displayed? Was the Adblue tank fully topped up by the dealer?

My advice is to take it straight back to the dealer that did the warranty repair and tell them there is still a fault after the work and let them deal with it as part of the original warranty work.

Hi sir thanks for your reply, I doubt if they have ever changed the urea tank and did other repair work that they claimed to have done because the same problem has come back again and again... Can I have other garage to check and see if the tank has been replaced ? what option do i have left

[GiveMeABreak]

Take it back to the dealer that did the repair so they can diagnose the issue. Don't start taking it to other garages or the dealer that did the repair may refuse to deal with further related issues if another garage has been getting involved.

[yingxue2022]

they simply dont want to deal with it any more, same with Citroen customer service who said they will have manager contacting me about the issue, they then simply said they can give me 250free service voucher and closed the case.... I am just desperate and helpless, the citroen dealer who did the repair asked me just to get rid of it...

But it is only a 2019 make vehicle with 25k miles, i dont know why it has this ad blue problem all the time...and everyone just try to ignore this problem even I still have 4 months warranty

[GiveMeABreak]

Is this all the story? I can't see that they can pick and choose their warranty conditions. Either there is or there isn't a warranty fault and if there is, then the repair should be covered - regardless. Stand your ground and ask to speak to a manager at Citroen HQ and tell them you are not happy with the outcome as the vehicle will not pass an MOT with these warnings and therefore won't be able to be driven.

[Rhothgar]

Technically even if you had had previous services outside of the Citroen dealership network, I believe it is illegal for them to void any warranty they offer at purchase. This behaviour was outlawed some years ago. I do not know the exact legislation but it is worth maybe speaking to Citizens Advice Bureau about this and maybe even Trading Standards for some advice.

You sound like you are going through an absolute nightmare with this experience and I am sorry you are having to fight so hard to get a resolution.

Definitely take advice from the above and also The Motor Ombudsman. I was uanware an Ombudsman existed for cars but here they are:-

https://www.themotorombudsman.org/consumers

It might also be worth getting a free 30 minutes legal advice to ask what legislation covers this type of situation. I imagine it is The Consumer Rights Act 2015 is at least one of the valid pieces of legislation but start with the easy options above first.

[yingxue2022]

Is this all the story? I can't see that they can pick and choose their warranty conditions. Either there is or there isn't a warranty fault and if there is, then the repair should be covered - regardless. Stand your ground and ask to speak to a manager at Citroen HQ and tell them you are not happy with the outcome as the vehicle will not pass an MOT with these warnings and therefore won't be able to be driven.

thanks a lot, yes it is basically disabled over the last two three months simply waiting for them to approve warranty free cost toward repair. And exactly same problem came back when i got the van back, which is very very frustrating...

[GiveMeABreak]

Technically even if you had had previous services outside of the Citroen dealership network, I believe it is illegal for them to void any warranty they offer at purchase. This behaviour was outlawed some years ago. I do not know the exact legislation but it is worth maybe speaking to Citizens Advice Bureau about this and maybe even Trading Standards for some advice.

You sound like you are going through an absolute nightmare with this experience and I am sorry you are having to fight so hard to get a resolution.

Definitely take advice from the above and also The Motor Ombudsman. I was uanware an Ombudsman existed for cars but here they are:-

https://www.themotorombudsman.org/consumers

It might also be worth getting a free 30 minutes legal advice to ask what legislation covers this type of situation. I imagine it is The Consumer Rights Act 2015 is at least one of the valid pieces of legislation but start with the easy options above first.

I don't think that's the issue Roger. That covers routing servicing and yes, there is no obligation to have your vehicle serviced at the main dealer - however, the vehicle MUST be properly serviced according to the manufacturer's recommendations and everything contained in those specific services must be undertaken for a future warranty claim to be made.

So no issues with having it serviced elsewhere, but the specific operations listed at the specific service interval must be followed, so a quick oil and air filter change won't count for example.

His issue is to do with a repair that has already been covered under warranty, but the specific warnings remain active, so there is still a fault, which is why it MUST be taken back to the dealership that did the repair as it is warranty work.... if indeed the current warnings are related to the repair. Even if they are not, the vehicle is still showing engine faults that should still be covered under warranty - but another diagnostic / investigation needs doing.

[yingxue2022]

Technically even if you had had previous services outside of the Citroen dealership network, I believe it is illegal for them to void any warranty they offer at purchase. This behaviour was outlawed some years ago. I do not know the exact legislation but it is worth maybe speaking to Citizens Advice Bureau about this and maybe even Trading Standards for some advice.

You sound like you are going through an absolute nightmare with this experience and I am sorry you are having to fight so hard to get a resolution.

Definitely take advice from the above and also The Motor Ombudsman. I was uanware an Ombudsman existed for cars but here they are:-

https://www.themotorombudsman.org/consumers

It might also be worth getting a free 30 minutes legal advice to ask what legislation covers this type of situation. I imagine it is The Consumer Rights Act 2015 is at least one of the valid pieces of legislation but start with the easy options above first.

thanks a lot, this is really helpful. yes it is extremely desperate.... not only we are not able to use the van, I have to spend so much time getting to customer care etc., worse still the problem was not solved at all, they simply want to kick the ball away

[yingxue2022]

Technically even if you had had previous services outside of the Citroen dealership network, I believe it is illegal for them to void any warranty they offer at purchase. This behaviour was outlawed some years ago. I do not know the exact legislation but it is worth maybe speaking to Citizens Advice Bureau about this and maybe even Trading Standards for some advice.

You sound like you are going through an absolute nightmare with this experience and I am sorry you are having to fight so hard to get a resolution.

Definitely take advice from the above and also The Motor Ombudsman. I was uanware an Ombudsman existed for cars but here they are:-

https://www.themotorombudsman.org/consumers

It might also be worth getting a free 30 minutes legal advice to ask what legislation covers this type of situation. I imagine it is The Consumer Rights Act 2015 is at least one of the valid pieces of legislation but start with the easy options above first.

I don't think that's the issue Roger. That covers routing servicing and yes, there is no obligation to have your vehicle serviced at the main dealer - however, the vehicle MUST be properly serviced according to the manufacturer's recommendations and everything contained in those specific services must be undertaken for a future warranty claim to be made.

So no issues with having it serviced elsewhere, but the specific operations listed at the specific service interval must be followed, so a quick oil and air filter change won't count for example.

His issue is to do with a repair that has already been covered under warranty, but the specific warnings remain active, so there is still a fault, which is why it MUST be taken back to the dealership that did the repair as it is warranty work.... if indeed the current warnings are related to the repair. Even if they are not, the vehicle is still showing engine faults that should still be covered under warranty - but another diagnostic / investigation needs doing.

thanks a lot for the advise, yes it is the same warnings which is why I doubt if they even changed urea tank in the first place. because otherwise I don't know why it has same problem occuring again and again

[GiveMeABreak]

You can't really make that judgement as warnings can relate to several issues, which is why it needs taking back to the dealer that did the repair and checked again. Suggesting that you 'get rid of it' is not something I think Citroen UK would be pleased to hear after taking it back to an official dealer!

You have my advice which is to take it back and speak to the service manager and tell them you are not happy about being told to sell it and that there is still a fault that needs sorting under warranty. You have rights.

Read this for advice and action you can take:

https://www.which.co.uk/consumer-rights ... 9Wy1X9cEeN

[yingxue2022]

You can't really make that judgement as warnings can relate to several issues, which is why it needs taking back to the dealer that did the repair and checked again. Suggesting that you 'get rid of it' is not something I think Citroen UK would be pleased to hear after taking it back to an official dealer!

You have my advice which is to take it back and speak to the service manager and tell them you are not happy about being told to sell it and that there is still a fault that needs sorting under warranty. You have rights.

Read this for advice and action you can take:

https://www.which.co.uk/consumer-rights ... 9Wy1X9cEeN

thanks a lot sir