Browse over 9,000 car reviews

Sorry, there are no cars that match your search

How do I get back my money after a dealer mistake?

Asked by Ozlem

I picked up brand new Renault Koleos in July with a complimentary full tank of fuel. On the drive home the car was jerking. I contacted dealer immediately and was told to get the car towed to the workshop. He mentioned that he hoped they had not filled it with the wrong fuel. After checking the car they told me they had put petrol in instead of diesel. They flushed out the fuel tank. Concerned that this might void the warranty, I contacted Renault Australia by phone, and was advised that as it was not a manufacturer defect, rather human error, that the warranty was void. But I received an email from the dealer that he had contacted Renault and that the warranty is not void. I asked for this to be put in writing, but they failed to do so. I then contacted Renault again and told them about the dealer’s email, but I was told that they had received no correspondence from the dealer. Renault Warranty Department and Customer Service officer emailed me that in future any issues with car relating to wrong fuel, warranty will be questionable. Renault had also cc'd the dealer in this email. Dealer has not responded to my email or letter of demand. I have invested a huge amount of money and time in relation to the purchase of this vehicle and I have not had a response from the dealer. According to the Information and Maintenance book from Renault 'What is not covered' it states, ' Use of inappropriate fuel'. Can I get a full refund as I have a brand new car with questionable warranty? The car is still with the workshop. Please advise how I can get back my money?

Answered by CarsGuide

10 Aug 2018 Graham Smith

As the dealer caused the problem that is your starting point. Put your case to them, stating your concern about the car and what they did, and ask for a refund or a replacement car. If the response is not to your satisfaction go to the NSW consumer affairs people and seek their assistance in resolving the matter.

Disclaimer: You acknowledge and agree that all answers are provided as a general guide only and should not be relied upon as bespoke advice. Carsguide is not liable for the accuracy of any information provided in the answers.

How can we help?

Please note: Questions cannot be answered privately. All answers will be published on

By clicking on the 'Submit' button you acknowledge you have read and agree to abide by the CarsGuide Terms & Conditions and Privacy Policy. Carsguide reserves the right to not answer any questions for any reason. You acknowledge and agree that all answers are provided as a general guide only and should not be relied upon as bespoke advice.

Over 8,000 questions answered by CarsGuide


Complete Guide to Renault

Reviews, price, specs and more