Feedback please on complaint letter
Discussion
Hello folks, I think the letter below is pretty self explanatory, I would be grateful for any feedback to improve it before I send to the Dealer Principal. Bit of background is that I bought the van from one main dealer some distance from where I live and got the fault repaired at another near my home.
I am minded just to get a smart repair done as the main issue is getting it resolved quickly to avoid too much rust developing. As I have given them one chance to fix it which they declined, do you reckon I should get this done and send them the bill rather than taking ages to (hopefully) get it into the approved body shop (which realistically may never happen if they continue to play hard ball)? Let me know if you need any more info. Thanks!
Dear Sir/Madam,
I am writing to complain about the recent service I experienced at XXX.
My van (XXX) was booked in to investigate a fault under the extended warranty. The fault turned out to not be covered, but was repaired at the expense of XXX as I purchased the vehicle from them only ~1 month previously.
The repairs took ~2 weeks to complete. Upon return of the van I identified a small dent on the bonnet and a scrape on the side that hadn’t been there when I dropped the van off. I know this to be the case for a number of reasons:
1) The van had some minor bodywork damage repaired in the body shop by XXX prior to my taking delivery and was in essentially mint condition.
2) Due to an intervening holiday I only drove a few hundred miles before it was dropped off at XXX. I washed the van the evening prior to this, and was pleased to note that apart from some small stone chips low down on the front it was unmarked.
3) XXX took the van back to the body shop for inspection and I was told that as rust was present they must be old and not done by XXX. However rust would have started in the two weeks the van was at XXX. I have attached two close up photos I took on the day of getting the van back. I have marked areas of bare unrusted metal and areas where minor rust is just starting – this is consistent with the damage having been done a short time prior to the photos having been taken – i.e. while in the care of XXX.
4) When I picked up a courtesy vehicle the lady took a close up photo of a small scratch, which was the one item of damage on that vehicle. As the small dent on the bonnet and scratch on the side of my van are the only two items of damage and I was told photos were taken of it when booked in, this is inconsistent with what I was later told by the service manager which was that these photos are inconclusive. I would be grateful if I could be provided with copies of the photos that were taken when the van was booked in either hard copy or digitally to XXX
I believe that anyone looking at the above evidence would conclude that on the balance of probabilities the damage was done by XXX, and I would be grateful if you could let me know what you intend to do to rectify the situation. Please reply within 7 working days of receiving this letter.
Yours Faithfully,
I am minded just to get a smart repair done as the main issue is getting it resolved quickly to avoid too much rust developing. As I have given them one chance to fix it which they declined, do you reckon I should get this done and send them the bill rather than taking ages to (hopefully) get it into the approved body shop (which realistically may never happen if they continue to play hard ball)? Let me know if you need any more info. Thanks!
Dear Sir/Madam,
I am writing to complain about the recent service I experienced at XXX.
My van (XXX) was booked in to investigate a fault under the extended warranty. The fault turned out to not be covered, but was repaired at the expense of XXX as I purchased the vehicle from them only ~1 month previously.
The repairs took ~2 weeks to complete. Upon return of the van I identified a small dent on the bonnet and a scrape on the side that hadn’t been there when I dropped the van off. I know this to be the case for a number of reasons:
1) The van had some minor bodywork damage repaired in the body shop by XXX prior to my taking delivery and was in essentially mint condition.
2) Due to an intervening holiday I only drove a few hundred miles before it was dropped off at XXX. I washed the van the evening prior to this, and was pleased to note that apart from some small stone chips low down on the front it was unmarked.
3) XXX took the van back to the body shop for inspection and I was told that as rust was present they must be old and not done by XXX. However rust would have started in the two weeks the van was at XXX. I have attached two close up photos I took on the day of getting the van back. I have marked areas of bare unrusted metal and areas where minor rust is just starting – this is consistent with the damage having been done a short time prior to the photos having been taken – i.e. while in the care of XXX.
4) When I picked up a courtesy vehicle the lady took a close up photo of a small scratch, which was the one item of damage on that vehicle. As the small dent on the bonnet and scratch on the side of my van are the only two items of damage and I was told photos were taken of it when booked in, this is inconsistent with what I was later told by the service manager which was that these photos are inconclusive. I would be grateful if I could be provided with copies of the photos that were taken when the van was booked in either hard copy or digitally to XXX
I believe that anyone looking at the above evidence would conclude that on the balance of probabilities the damage was done by XXX, and I would be grateful if you could let me know what you intend to do to rectify the situation. Please reply within 7 working days of receiving this letter.
Yours Faithfully,
Edited by gshughes on Wednesday 6th May 12:52
Firstly, you're doing really well with the "no naming and shaming" until the last paragraph.
Secondly - it's often better to propose what you want them to do rather than ask them. At least there's a starting point for negotiation then rather than an opportunity for them to say "nothing".
It might be better to put a brief summary of your position in at the top rather than rely on them reading the detailed explanation too. e.g. "My vehicle suffered damage whilst in your care. I consider it to be your responsibility to fix this damage by... The reasons for my belief and this proposal are detailed below."
Secondly - it's often better to propose what you want them to do rather than ask them. At least there's a starting point for negotiation then rather than an opportunity for them to say "nothing".
It might be better to put a brief summary of your position in at the top rather than rely on them reading the detailed explanation too. e.g. "My vehicle suffered damage whilst in your care. I consider it to be your responsibility to fix this damage by... The reasons for my belief and this proposal are detailed below."
Id suggest a more firm tone, something like;
I have tried to resolve the matter with x on x date, I also spoke with x on x date and again on x date and feel the only way to resolve the matter is to write formally, please respond in writing confirming that you accept responsibility or you do not so I can purse the matter further.
From reading your drafted letter they have messed you about already, you've tried to be reasonable and they hope you will give up and go away. I'd want the underlying tone of the letter to be, I'm not giving up and will push this as far as required.
good luck anyway
I have tried to resolve the matter with x on x date, I also spoke with x on x date and again on x date and feel the only way to resolve the matter is to write formally, please respond in writing confirming that you accept responsibility or you do not so I can purse the matter further.
From reading your drafted letter they have messed you about already, you've tried to be reasonable and they hope you will give up and go away. I'd want the underlying tone of the letter to be, I'm not giving up and will push this as far as required.
good luck anyway
Stick to facts and salient points only, remove any subjective descriptors (especially ones that trivialise what you are complaining about). You want them to focus solely on the damage that was caused whilst the vehicle was in their care, not some minutiae.
eg
"small dent" - "dent"
"minor bodywork damage" - "bodywork damage"
Also cut out any unnecessarywaffle exposition.
The salient point is before returning the vehicle for work, there was no damage.
Effectively you want your letter to read.
1. Different damage pre collection, fixed by body shop.
2. Thorough inspection due to known bodywork issues, no damage found and vehicle was accepted.
3. Still no damage before giving it back to them.
4. Damage upon return. Here are the photos.
I'm mighty pissed off. I want you to put it right.
eg
"small dent" - "dent"
"minor bodywork damage" - "bodywork damage"
said:
1) The van had some minor bodywork damage repaired in the body shop by XXX prior to my taking delivery and was in essentially mint condition.
Prior to collection, some bodywork was carried out. At collection there was no bodywork damage.Also cut out any unnecessary
said:
2) Due to an intervening holiday I only drove a few hundred miles before it was dropped off at XXX. I washed the van the evening prior to this, and was pleased to note that apart from some small stone chips low down on the front it was unmarked.
Oh a holiday, that's nice. Where did you go? When did you get back? Are you sure it didn't get damaged in those few hundred miles. Did you thoroughly check your vehicle after your holiday, you may have still been pissed on sangria and missed the damage.The salient point is before returning the vehicle for work, there was no damage.
Effectively you want your letter to read.
1. Different damage pre collection, fixed by body shop.
2. Thorough inspection due to known bodywork issues, no damage found and vehicle was accepted.
3. Still no damage before giving it back to them.
4. Damage upon return. Here are the photos.
I'm mighty pissed off. I want you to put it right.
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