A Consumer Nightmare: Paying £450 Monthly for a Brand-New Electric Vehicle That Won't Charge
A customer faces a financial and logistical nightmare after their new Peugeot EV fails to charge, highlighting systemic failures in customer service and consumer rights.
The Escalating Struggle with Defective EVs
For many, transitioning to an electric vehicle (EV) is supposed to be a step toward sustainability and modern convenience. For 'AS', a customer from Woking, that vision turned into a two-month ordeal of silence, incompetence, and mounting financial loss. After taking delivery of a brand-new Peugeot EV, the vehicle failed within a mere fortnight, leaving the owner with a monthly bill of £450 for a car that remains essentially a driveway ornament.
A Breakdown in Service and Communication
The situation spiraled when the owner sought help from the dealership, only to be met with scheduling delays. When the vehicle was finally collected for repairs via Peugeot Assist (managed by the RAC), it seemingly vanished into a logistical void. The owner reported making over 36 calls to both Peugeot and the RAC, only to be met with buck-passing and a lack of accountability. During this period, the car was allegedly refused by a dealer due to being 'too busy,' leaving it in limbo.
The 'Repaired' Car That Still Won't Function
Even when the vehicle was eventually returned in March, the issues were far from resolved. The list of malfunctions is staggering: the car cannot hold a charge, the boot remains jammed, the driver’s window operates autonomously, and the remote locking system is entirely dysfunctional. Despite the obvious severity of these faults, the leasing company, Leasys, has refused to rescind the contract, maintaining that the vehicle is 'driveable' and simply requires further repair.
Consumer Rights and the Path Forward
This case highlights a critical issue in the automotive industry: the intersection of supply chain woes and poor customer support. Experts suggest that under the Consumer Rights Act 2015, consumers have a clear pathway to reject faulty vehicles when repairs fail to materialize within a reasonable timeframe. With the backing of a credit agreement, the owner has been advised to escalate the complaint to the Financial Ombudsman Service to challenge the leasing company's stance. This incident serves as a stark reminder that while the industry pushes for electric adoption, the after-sales infrastructure remains dangerously inadequate.
