A Surrey resident, Chris, endured a challenging six-month period with his leased Volvo V60 after the vehicle suffered four breakdowns, all attributed to issues with the alternator belt. The repeated failures, which began shortly after he took possession of the car in August 2025, raised significant safety concerns and caused considerable disruption to his daily life as a wheelchair user.
According to Chris, the first breakdown led to the dealership, Waylands, recommending a replacement alternator belt and an upgraded tensioner arm. However, the same components required replacement after a second breakdown. The dealership reportedly informed Chris that Volvo had switched suppliers due to quality issues with the original replacement parts. The situation escalated during the third breakdown when thick black smoke emanated from under the bonnet, prompting Chris to explicitly request an investigation into the root cause rather than a repeat repair. The fourth breakdown in May 2026 again confirmed a broken alternator belt and a malfunctioning tensioner arm.
Chris's experience underscores the importance of understanding consumer rights when purchasing or leasing a vehicle in the UK. Under current regulations, if a fault occurs within the first six months of a consumer taking possession of a vehicle from a dealership, it is the dealer's responsibility to carry out repairs within a reasonable timeframe and without causing significant inconvenience. Should the dealer fail to rectify the issue or refuse to act, consumers may be entitled to have the car repaired elsewhere and claim the costs back, or in some instances, return the vehicle for a partial refund.
Consumer advocacy group Which? intervened on Chris's behalf, contacting both Waylands dealership and Volvo. Waylands acknowledged the serious impact on Chris's mobility and stated they had followed all manufacturer repair instructions, working closely with Volvo for a comprehensive investigation and a lasting resolution. Volvo also apologised for Chris's experience and confirmed they were working with him to resolve the situation. Fortunately, Chris has since confirmed that his car has now been fixed and returned to him after months of waiting.
For those facing similar persistent car faults, resources such as the Motor Ombudsman can provide an alternative dispute resolution (ADR) service if a stalemate is reached with the dealership. This service can be invaluable in mediating disputes and helping to find a resolution without recourse to court action, provided the dealership is a member of the scheme. Understanding these avenues can empower consumers to seek appropriate redress when faced with recurring vehicle problems.