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Low reported severity Media Coverage

Bergen-area car dealer refused to consider buyer's complaint about faulty new car because it was AI-written, Motor reports

A car buyer living outside Bergen, Norway, who bought a new Jeep Avenger in January 2025, complained to the dealership after repeated warning messages about the brakes, ABS and stability control and more than 40 days at workshops, and asked to cancel the purchase. According to the Norwegian motoring magazine Motor, the dealer rejected the complaint, and one of the reasons it gave was that the complaint was written with AI: the manager wrote in an email that the dealer does not take AI-generated complaints into account because they only reflect the information put in. The buyer, who comes from Ukraine, says he used AI as an aid to understand nuances and phrase himself correctly because his Norwegian is limited, and calls it unfair to reject a factual complaint because of the tool he used. He has taken the case to the Norwegian Consumer Authority (Forbrukertilsynet). The dealer told Motor it had answered the customer and does not comment on ongoing customer cases. The date of the email is not given.

AI system
Unidentified AI writing tool
Occurred
Event date unknown
Reported
16 October 2026
Event location
Norway
What the AI did
Communicated with the person
Reported harm
Other Material Harm
Whose AI use
Their own AI use
Setting
Everyday life · Finance
Evidence
AI involvement reported · Causal attribution supported · 2 sources, 1 underlying account
6 claims: 6 reported. 3 open questions
People reported harmed
1 person

AI system as recorded: An unidentified AI tool that the buyer says he used to understand nuances and phrase his complaint in Norwegian; the harm is the dealer's refusal to take the AI-generated complaint into account

What Happened

The complaint. The buyer bought a new Jeep Avenger from a dealership in the Bergen area in January 2025 for 399,960 kroner. He told Motor that warning messages about ABS, ESP, the brake system and cruise control kept appearing while driving, that parts were replaced at several workshop visits, and that the car was out of action for more than 40 days in total. A test at a motoring-organisation centre in late August recorded several fault codes, including one linked to the brake booster, but could not reproduce the brake fault. He asked to cancel the purchase.

The AI objection. Motor reports that the dealer rejected the complaint and that one of its reasons was that the complaint was written with AI. The manager wrote to the buyer that the dealer does not take AI-generated complaints into account, as they only reflect the information put in. The buyer, who comes from Ukraine, said he uses AI as an aid to understand nuances and express himself correctly because he is not good at Norwegian, and that this does not mean he should lose his consumer rights. He called it strange and unfair to reject a factual complaint because of the tool he used to make himself understood.

What followed. He has taken the case to Forbrukertilsynet. According to him, the dealer says the faults were fixed each time a part was replaced and has rejected his compromise proposals. Asked by Motor why complaints written with AI are not taken into account, the dealer said it had answered the customer and does not comment to the media on ongoing customer cases. How much the AI objection weighed against the dealer's other reasons is not stated.

Reported harm

According to Motor, the dealer cited the buyer's use of AI to write his complaint as one reason for not taking the complaint into account, so his claim to cancel the purchase of a car with recurring brake-system warnings was refused and he took it to the consumer authority; he calls the refusal unfair.

How Harm Occurred

A consumer used an AI tool to phrase a defect complaint in a language he does not master; the dealer cited the complaint's AI generation as one reason for not taking it into account, leaving the consumer to pursue the claim through the consumer authority.

Outcome

Ongoing

The buyer has complained to Forbrukertilsynet, asking to cancel the purchase and recover 399,960 kroner, or alternatively a price reduction and compensation for financial losses. The dealer told Motor it had answered the customer and would not comment further on an ongoing case. No decision by Forbrukertilsynet or any other body was found by 24 October 2026.

What remains unknown

  • The date of the dealer's email and of the buyer's complaint.
  • Which AI tool the buyer used and how much of the complaint text it produced.
  • How much the AI objection weighed against the dealer's other reasons, and the outcome of the complaint to Forbrukertilsynet.

What the evidence supports

AI involvement: reported. The buyer told Motor he used AI to understand nuances and phrase his complaint in Norwegian, and the dealer's manager wrote that the dealer does not take AI-generated complaints into account; Motor reports that the AI generation was one of the reasons the dealer gave for rejecting the complaint. The harm is the dealer's response to the buyer's AI use, a consequential response; the AI tool's own text is not described as faulty.

6 claims: 6 reported. What the statuses mean

Reported The buyer bought a new Jeep Avenger from a Bergen-area dealership in January 2025 for 399,960 kroner; warning messages about ABS, ESP, the brake system and cruise control kept appearing, and the car was out of action for more than 40 days in workshop visits.

Causal attribution. The buyer's account to Motor; the workshop records were not inspected.

  • motor.no(opens in new tab) supports · Norwegian
    'Prisen var 399.960 kroner.'; 'Varslene gjaldt blant annet ABS, ESP, bremsesystemet og cruisekontrollen.'; 'til sammen vært ute av drift i over 40 dager i forbindelse med verkstedopphold'
Reported The buyer says he used AI as an aid to understand nuances and phrase his complaint correctly because his Norwegian is limited.

Causal attribution. The buyer's own statement about his AI use; the tool is not named.

  • motor.no(opens in new tab) supports · Norwegian
    'Selvfølgelig bruker jeg KI som hjelpeverktøy til å forstå nyanser og ordlegge meg korrekt. Jeg er ikke så god i norsk'
Reported The dealer rejected the complaint and one of the reasons it gave was that the complaint was written with AI; the manager wrote that the dealer does not take AI-generated complaints into account because they only reflect the information put in.

Causal attribution. Motor quotes the dealer manager's email to the buyer; Carup.se relays the same email from Motor, so both rest on one chain.

  • motor.no(opens in new tab) supports · Norwegian
    'En av begrunnelsene de bruker, er at klagen er skrevet med KI.'; 'Beklager, men tar dessverre ikke AI-genererte klager til hensyn, da de kun hensyntar det du putter inn av informasjon.'
  • carup.se(opens in new tab) supports · Swedish
    'Beklagar, men vi tar tyvärr inte hänsyn till AI-genererade klagomål eftersom de bara tar hänsyn till den information du matar in, enligt mejlet som Motor tagit del av.'
Reported The buyer calls it strange and unfair that the dealer rejects a factual complaint because of the tool he used to make himself understood, and says his limited Norwegian should not cost him his consumer rights.

Causal attribution. The buyer's own account of the effect of the refusal.

  • motor.no(opens in new tab) supports · Norwegian
    'avvise en saklig klage på grunn av verktøyet jeg bruker for å gjøre meg forstått'; 'det betyr jo ikke at jeg skal miste alle mine forbrukerrettigheter'
Reported The buyer has complained to the Norwegian Consumer Authority, asking to cancel the purchase and recover the price, or alternatively a price reduction and compensation for financial losses.

Causal attribution. The buyer's account; the complaint to the authority was not inspected.

  • motor.no(opens in new tab) supports · Norwegian
    'har nå klaget saken inn til Forbrukertilsynet.'; 'Alternativt krever han prisavslag og erstatning for økonomiske tap.'
Reported Asked why complaints written with AI are not taken into account, the dealer said it had answered the customer and does not comment to the media on ongoing customer cases; according to the buyer, the dealer says the faults were fixed each time a part was replaced.

Causal attribution. The dealer's statement to Motor and the buyer's description of the dealer's position.

  • motor.no(opens in new tab) supports · Norwegian
    'Vi har svart kunden og kommenterer ikke lenger til media i pågående kundesaker'; 'De hevder at feilene er utbedret hver gang en del blir byttet.'

Sources

2 sources inspected, from 1 underlying account. Sources that repeat one account do not corroborate each other.

How the sources were read, and where the events happened

Read in full in the original Norwegian (HTML body and stripped text). The passages are quoted in Norwegian; the English renderings in the record are translations by the research agent (an AI), not by a human translator. Applies to s1.

Read in full in the original Swedish (HTML body and stripped text). Carup.se relays the Motor report and credits it; the English renderings are translations by the research agent (an AI), not by a human translator. Applies to s2.

Event countries: Norway. Affected-person countries: Norway. Court countries: Unknown.

Motor states that the buyer lives outside Bergen and bought the car from a dealership in the Bergen area, and that he has complained to the Norwegian Consumer Authority. No court is involved.

Reviewed for publication 2026-10-24: Published as a concrete consequential response to AI use: a dealer cited a consumer's AI-written complaint as a reason for not taking it into account, in a dispute over a new car with recurring brake-system warnings. The account rests on one magazine's reporting of the buyer's account and the dealer's quoted email, relayed by Carup.se.

People described

A car buyer from Ukraine living outside Bergen, Norway, who used AI to write his complaint in Norwegian

People reported harmed in this case

1 person

1 AI participant · 0 other people harmed

One person: the buyer, who used AI to write the complaint the dealer refused to consider.

Counted once within this case. The same person may appear in other cases. This count does not establish AI causation.

Tags

#consumer-complaint#ai-written-complaint#car-dealer#consumer-rights#norway#language-barrier

Cite this case

Compiled per our published methodology: verification statuses, sourcing standards, and corrections process.

APA

NOPE. (2026). Bergen-area car dealer refused to consider buyer's complaint about faulty new car because it was AI-written, Motor reports. AI incidents. https://nope.net/incidents/2026-bergen-area-car-dealer-refused-to-consider-buyers-complaint-about-faulty-new-car-because-it-was-ai-written

BibTeX

@misc{2026_bergen_area_car_dealer_refused_to_consider_buyers_complaint_about_faulty_new_car_because_it_was_ai_written,
  title = {Bergen-area car dealer refused to consider buyer's complaint about faulty new car because it was AI-written, Motor reports},
  author = {NOPE},
  year = {2026},
  howpublished = {AI incidents},
  url = {https://nope.net/incidents/2026-bergen-area-car-dealer-refused-to-consider-buyers-complaint-about-faulty-new-car-because-it-was-ai-written}
}

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