UFC Que Choisir tackles the AdBlue scandal

UFC-Que Choisir received 1,700 complaints from French consumers about problems encountered with AdBlue. This liquid is used with diesel engines to clean up NOx (nitrogen oxides). AdBlue (ultra-pure urea at a precise concentration in an NDLA distilled water solution) is injected into a filter called SCR (selective catalytic reduction) and a chemical reaction transforms the dangerous NOx pollutants into innocuous gases.

These injections allow vehicles to comply with emission standards. Indeed, without this, diesel engines, which “naturally” create NOx, could not comply with the latest Euro standards. However, this AdBlue imposes several constraints which have not been properly taken into account by the manufacturers.

Concerns known to manufacturers for years

For example, there is the crystallization of AdBlue, and its degradation from 25°C, a very common temperature in our latitudes. As a result, the system may experience failures and the vehicles then display an “emissions fault”, or even go into degraded mode “start impossible in XXX km”.

The testimonies collected by the UFC (1,731) seem to indicate that PSA vehicles are the most affected by these phenomena. But all manufacturers are, which makes the association say that the problem is “massive”. “The results also show that the vehicles concerned were marketed from 2013. We can therefore conclude that the manufacturers had been aware of this problem for many years” strikes the UFC What to choose.

Also according to the association, although questioned, and being apparently aware of the potential problems of their systems, the manufacturers do not hesitate to make the customer pay. The testimonies speak of a remaining charge of around €1,000 but which can exceed €3,000. Above all, the “repair” is often ineffective and the problem comes back. These testimonies do not come only from France. Consequently, the UFC joins forces with the European Consumers’ Organization (BEUC) to alert the European Commission to this AdBlue scandal.

Demand free repair and reimbursement of costs already paid

“While failures related to the AdBlue system have been known to manufacturers for a long time, they preferred to turn a blind eye and continue to sell these faulty vehicles. It is unacceptable that thousands of European consumers have no choice but to pay close to €1,000 to continue driving, with no guarantee that their problem will be resolved,” said Marie-Amandine Stévenin, President of UFC-Que Choose.

The UFC-Que Choisir therefore seized the DGCCRF. The objectives of this action are multiple:

• That a Europe-wide survey be launched on the practices of manufacturers around AdBlue;
• That a binding and joint decision be taken by the consumer protection authorities concerned, in particular:
• To require manufacturers to remedy AdBlue-related failures;
• To demand the free repair of any breakdown and the compensation of consumers who have had to finance repairs in the past.
• In addition, UFC-Que Choisir once again invites consumers who are victims of these practices to share their experience with us via this form.

To sum up

AdBlue is used to depollute Diesel engines and prevent the emission of NOx (nitrogen oxides). Except that in practice, many breakdowns occur on vehicles, regardless of the brand. And manufacturers do not hesitate to charge customers up to 1000 € or more. The UFC Que Choisir has decided to seize the DGCCRF and alert the European Commission to this new Diesel scandal.