SVT's Consumer Editors Plus have for a long time examined car dealers. The review has shown, among other things, that many car dealers who sell used cars have poor control of the different rights of car buyers.

But even car dealers selling new cars may have similar shortcomings. This shows, among other things, the Consumer Agency's complaint statistics for one of Sweden's largest car dealers, Hedin car, which sells cars in locations across the country.

Over 500 complaints

Since 2017, the authority has received 30 notifications and 476 contacts to the information service "Hello consumer" regarding Hedin car. The authority writes in a letter to the company:

"The Consumer Agency (...) has been given indications that Hedin's car does not comply with the laws and regulations that exist in the area of ​​consumer law".

- We take a serious look at the complaints that have been received because complaints and guarantees are not the same, says Charlotte Söderlund, lawyer at the Consumer Agency, to the Plus editorial board.

Not fully aware of the right of complaint

In the letter, the authority points out, among other things, that Hedin's car has repeatedly and systematically referred to outgoing or invalid guarantees in connection with the consumer's wish to exercise his right of complaint.

- It is important to remember that even if a warranty does not cover a certain type of damage, it can still be an original error that you have the right to claim, says Charlotte Söderlund.

The Consumer Agency now invites Hedin Car to improve its working methods and writes further:

"In the event that the Swedish Consumer Agency receives new notifications or indications that Hedin's car does not comply with the laws and regulations that exist, the Swedish Consumer Agency may open a supervisory case against the company".

Hedin: "We take it very seriously"

Hedin car states to the Plus editorial board that they take the criticism very seriously and that the day after they received the Consumer Agency's letter, the criticism was raised throughout the company.

- We went out with the letter to all managers with the invitation to bring it up at their internal meetings with their sellers, to repeat what applies and to check with the sellers that they understand what is valid, says Jörgen Loikas, vice president of Hedin car.

- We also train new sellers in car law and we have recurring rehearsals for sellers and managers.

See more about major car deals in Plus on October 1st.