Citroen and its parent company Stellantis faces mounting pressure and criticism from a consumer group for failing owners of cars embroiled in a nationwide ‘stop-drive’ safety recall.
Some 96,000 UK owners of Citroen C3 and DS3 models produced between 2009 and 2019 were informed at the end of June that their vehicles are unsafe due to faulty airbags that recently caused the death of a driver in France.
On 20 June, Stellantis UK issued an urgent stop-drive order for these models, telling owners to park them up until the lethal parts could be replaced – and to seek alternative transport in the meantime.
However, having already been without their cars for seven weeks, thousands of motorists are still in the dark about when their vehicles will be fixed and back on the road.
With the company only providing courtesy cars to those with the ‘most urgent needs’, customers being refused or offered limited compensation towards alternative travel costs, and many given false information about the recall process – including having to personally arrange delivery of their cars to dealers for repair – Which? has said it’s now time for the Government to get involved to resolve Stellantis’ ‘chaotic handling’ of the situation.
It comes just weeks after the we revealed the extraordinary lengths some drivers have gone to so that they can continue to get to work and carry out day-to-day tasks while their cars are deemed unroadworthy.
Citroen and parent company Stellantis have been condemned by Which? for its ‘chaotic’ handling of the stop-drive recall of faulty C3 and DS3 models, which has left thousands of drivers stranded and facing huge additional travel bills just to get to work or to go shopping
Some have forked out for a cheap second vehicle to run until their Citroen is fixed, while others have resorted to reducing their working hours and even staying with friends who live closer to their jobs.
Which? said the ’emotional and financial burden of the recall has fallen squarely on those least able to absorb it’ and it’s time for the government to ‘step in and hold Stellantis to account’.
The watchdog has blasted Stellantis’ process so far for replacing faulty Takata airbags in cars and offering motorists appropriate compensation.
It accused it of providing a ‘seemingly deliberate lack of public clarity’ over available recompense for customers who are paying through the nose for alternative transport options, including taxis, hire cars, train fares, bus tickets and begging lifts from friends, family and colleagues simply to get to work and back.
The manufacturer last month told affected drivers to immediately stop driving their cars due to the risk of airbags rupturing in a collision and potentially firing mental shards and shrapnel into the bodies of drivers and passengers and has causes several deaths worldwide.
Owners were urged to contact their dealer – or Stellantis’ recall helpline – to arrange a free airbag replacement.
However, customer support lines have been clogged-up by the near-100,000 motorists affected by the stop-drive notice, and the Daily Mail has seen evidence of dealers giving misinformation to owners about getting their motors repaired.
Which?, like the Daily Mail, has heard from many distressed drivers over recent weeks.
It has been contacted by the mum of a premature baby who needs regular hospital visits and a woman caring for her terminally ill husband who needs to get to life-extending hospital appointments but have faced weeks – and possibly months – without transport.
Both are incurring significant expenses for hire cars, taxis, or insurance fees.
‘These car owners have been given no clear timeline on when – or how – their original cars will be made safe,’ Which? said.
On 20 June, Stellantis UK announces an immediate stop-drive action for all second-generation Citroen C3s built between 2009 and 2019
The first-generation DS3 – produced between 2009 and 2019 under Citroen and DS branding – is also impacted by the stop-drive order
Drivers given dangerous mis-information about recalls
When the Daily Mail raised various cases of owners facing significant hardship without access to their cars last month, Stellantis apologised for the inconvenience caused and assured us that all recalled models would be repaired by the end of September at the very latest.
However, we have been contacted by owners this week who have told us their cars are not booked in with dealers until October.
Most worrying of all is that some customers have told Which? they have continued driving their cars despite the safety risks – and the fact it is illegal to do so.
Like Which?, the Daily Mail has spoken to tens of customers impacted by the safety recall. Tony and Linda Cutis (pictured) from Stourbridge were left no…
Read More: Citroen blasted for ‘chaotic’ stop-drive safety recall as 100,000 drivers face