What to Do If You Find a Problem in Your New Car
Buying a used car means you’ll need to do a certain amount of homework—researching things like its mileage , title , and value , and whether there are any exterior or under-hood issues.
However, as discussed in a recent Lifehacker post , new cars can be damaged before they’re even sold, and for this reason it’s important to check them for problems before you sign a contract and drive off the lot.
But let’s say you don’t notice the damage until you get the car home. Here’s how to handle the situation.
What to do if you find a problem with your new car
Much depends on the type of damage or defect you find in your new car, when you noticed it, and what your warranty covers. According to an article in Car and Driver magazine , “all car manufacturers offer buyers a factory warranty on their [new] vehicles,” the cost of which is built into the vehicle’s selling price. On top of this, the dealership will likely try to sell you an extended warranty .
However, Mike Crossen, a mechanic at the Consumer Reports Auto Test Center, warns that the dealership may try to avoid fixing the problem. “If the problem isn’t discovered until you drive the car off the lot, the dealership may try to have you do the work under your own insurance,” he explains in an article for Consumer Reports .
In situations like these, Crossen stresses the importance of taking action as soon as you notice damage. Here’s what he suggests doing next:
Take photographs of the damage and send them to the dealer immediately.
Send the images to the seller you worked with via email or text message. “Even returning to the dealership before you submit a photo increases the mileage on the vehicle and further shifts the liability scale toward the customer,” Crossen says.
Return the car to the dealership as soon as possible
After sending the photos, arrange a time to return to the dealership as soon as possible. While there, make sure the appropriate dealership personnel (i.e., the salesperson you worked with, his supervisor, etc.) saw, acknowledged, and documented the damage he caused.
Be sure to get everything in writing
Verbal promises don’t count. Before you leave the dealership, ask for a copy of the paperwork documenting the damage and how they plan to fix it or compensate you for it (also known as the “we owe it”) so you can review it. This way you can make sure they haven’t misrepresented or left anything out, and if they have, they can correct the paperwork on the spot.
“[The dealership] may not agree to fix the problem if there is no way to prove that the damage did not occur after you picked up the car, but they may offer cash compensation or a service center gift certificate in lieu of repair,” Crossen says. . “Remember that very minor damage, such as a stone chip, is actually best not to repair because there’s a chance the new paint won’t match the factory color.”
If none of this helps, Crossen recommends contacting the manufacturer directly through the customer service line, explaining the problem to the dealership, and asking what you should do next.