Hidden fees in online car valuation services in Finland

By admin On Dec 20, 2023

Photo: Helgi Halldórson

In recent months, Finland’s European Consumer Centre (ECC) has received around 100 consumer inquiries concerning the car valuation service Autoasihinta.fi. The Finnish Competition and Consumer Authority, KKV has also reported similar complaints. The service, operated by the Latvian company Datatech SIA, has reportedly billed consumers €169 unexpectedly, often surprising those who believed the service was free. Some consumers have even received bills without completing their orders.

Despite efforts by the ECC-Net to resolve these issues through mediation, the company has not responded to inquiries.

Registered in early September 2023, Autoasihinta.fi’s business practices appear to be a typical service subject to a 14-day cancellation right under Finnish consumer protection law. The law stipulates that consumers are not obligated to pay for a service, fully or partially completed during the cancellation period, if the business has failed to provide proper information about the right to cancel.

In this case, Autoasihinta.fi’s website states that consumers do not have a right to cancel, which is misleading according to the ECC’s assessment. Therefore, consumers may not be obligated to pay for the company’s car valuation service, and the bills sent could be considered unjustified.

Consumer Guidelines

Filing a Complaint: If you ordered the valuation service without being informed about its cost or cancellation rights, or if you did not complete the order, file a written complaint to the company upon receiving the bill. Refer to the relevant section of the consumer protection law in your complaint.
Contact via Website: Use the contact form on the company’s website to lodge your complaint. Take a screenshot of your message before sending and keep it for your records.
Language of Complaint: As the company is foreign-based, it’s advisable to write the complaint in English. Free online translation tools can assist in this process.
Documentation: Keep the valuation certificate, bills, your complaint, and any responses received from the company.
Further Action: Only if the company escalates the issue to a collection agency or court, should you contact the ECC for advice. However, the company initiating collection or court procedures is unlikely.

Mediation Efforts and Consumer Awareness

The Latvian ECC has attempted to contact Datatech SIA without success. As ECCs lack coercive power, they cannot force a company to respond. The Finnish Consumer Ombudsman, who oversees adherence to consumer protection laws, misleading marketing, and fairness of contract terms, has been informed of these incidents.

Caution Against Similar Services

This phenomenon isn’t new, as various foreign entities have offered similar paid online car valuation services to Finnish consumers. The ECC has also received inquiries about Autoluokitus.com, and KKV issued warnings about such services in 2022.

Oskari Stenius, a leading expert at the ECC, advises consumers to be cautious with unfamiliar services and to review terms and conditions thoroughly before making any commitments. Similar issues have been reported in neighboring countries like Norway and Sweden.

Source: www.helsinkitimes.fi