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Blond 1

Garage damaged car what are my rights?

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Bought a new Fiesta in July from a Ford owned dealer. I noticed after a couple of days a stain on the roof liner and a number of little brown dots. I let them know and was told to bring it in after my holiday which I duly did last week. The customer service woman said the car should not have gone out as it was and arranged with service to replace the roofliner. I took my car in today to have this done and when I went to pick it up I found:

1. where the light, coathooks, column protectors had been removed they have been bodged off and the plastic damaged - looks like a screwdriver or something was used.

2. where the liners have been taken in and out of the boot the waterseal on the boot has been scraped and torn.

3. the fittings have been put back really loosely.

4. a minor scuff has been made to the one wheel arch.

 

I went back into the garage and said I was unhappy. They got out the guy who was the job manager and he came out and looked and said very little - he told me not to get upset so I pointed out how I was in my rights to be upset that the car looked worse than with the stained roofliner. We went back inside to look at paperwork and he admitted they had scraped the car to the customer service woman. The upshot was I have left my car for a couple of days to allow them to rectify things by replacing the seal and plastic parts and getting the scratch polished out which I believe is more than fair. The customer service woman was again very apologetic but the service guy never apologised at all for his department's mess up (I did point this out).

 

I want my car putting back to how it should be as a brand new car with less than 300 miles on it and less than a month old which I don't think is unreasonable. What are my rights if they don't get the car looking nice again? Where do I go from here?

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You certainly do have every right to be upset especially as this is a franchised dealer and you should be able to expect first class work from them.

 

When you go to collect the car, examin it very thoroughly and make sure you are completely satisfied with the quality and the workmanship before taking it away.

If you aren't 'completely' satisfied then 'tell', don't ask, that they now have 5 days to make it as new or you will reject the car for a full refund.

 

Is there any finance with the purchase? If so, is it a loan or HP?

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I own the car outright - paid for on debit card from funds I had saved.

 

I will be checking thorouighly - they have made such a bodge job that I am mistrusting of their ability to rectify it. Quality control ins't there as evidence by the original roof in the car and the fact they had released the replaced roof in such a state.

 

It isn't a franchise it is a Ford owned dealer. After all this I don't feel like it's a new car now :( .

 

UPDATE - I spoke to the sales manager to draw his attention to the matter and have asked that he goes and looks at the car to see what has been done to it. He knew nothing about it and has apologised profusely and is going to look at the car with the head of service and then speak to whoever did the job. He has asked for the chance to put the car 100% right and make it as new which I have given him. I am to be called back this afternoon so he can confirm he has seen the damage and to tell me what needs doing and how long they need the car for. I have stressed the inconvenience of the situation, my upset and also my lack of faith in the service department to do the job given yesterday's performance.

 

Thanks for your reply.

Edited by Blond 1
update

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The afternoon has passed, did they ring you?

 

If it is going to take a couple of days, you should ask for a courtesy car.

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Under the circumstances I would have thought they would have offered a courtesy car & if they didn't demand compensation for loss of amenity

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Hiya. didn't update as got caught up with a hospital appointment that took all afternoon!

 

The garage called back initially to say the sales and service manager had looked at the car and agreed there were issues. The service manager had heard the day I left the car about it's state and was investigating who had done the work and was having words with them. Again the manager reassured me that the car would be put back as new and that before it was released to me he and the service manager would check they were both happy and then let me have the car back.

 

I had another call mid afternoon to say that the car was being worked on and a further one at 5pm to say work had finished and that my car would be fully valeted this morning to give it the new car smell before a final check before they call me to collect it. I am assured it is as new and that the after care specialist will show me exactly what has been done. They said they would give me a tank of fuel as compensation but I asked for some mats as well! We are still in negotiations as they can't put any fuel in my car as it is currently full. Fingers crossed it all looks good when I pick it up but I will still go over it with a fine tooth comb.

 

I was offered a courtesy car and with the insurance fee waived but I turned it down as it had a £500 excess and I could cope for a few days without a car. Plus I didn't want to take their car and park it somewhere and someone else ding it and I have to take it back having their car damaged as mine was in their care!

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