Dealership damaged car - where do I stand?
Discussion
Need a bit of advice
I sent my one year old car in to kia for a service - when I booked it in, I asked them to look at a piece of trim that seemed to have a broken clip and was slightly misaligned. The Service agent looked at it and told me that it should have been picked up at PDI, so it wouldn't be a warranty issue. He advised that it would cost £60 to repair. I said that as it was eased through LEX, I would get it authorised.
When I called back to pick the car up, the trim was very loosely fixed to the car. I asked the dealer what had happened, and he advised that they had looked at it, and the repair cost would be circa £700. I asked about why it was so much worse, and was told that it had to be ripped off to investigate the damage, and that it was standard process and the dealership would not be responsible for putting it right.
Following a few calls, the dealership advised me that they no longer wished to deal with me, and that I should take my business somewhere else, and cancelled my bookings.
I've called and emailed to ask for a meeting to discuss amicably, however they are refusing to correspond with me - Kia UK have said that it is between me and the dealer and directed me to the motor ombudsman.
Is there an easy way to get them to sit down with me - To be clear, I don't want them to fix my car for free but I am confident that it has been subject to rough treatment because "LEX will pay" without the knowledge that we are, as a business "Self insuring" so all bills will be passed back to the business.
Any advice on if I have any rights amd if the issue is resolvable?
I sent my one year old car in to kia for a service - when I booked it in, I asked them to look at a piece of trim that seemed to have a broken clip and was slightly misaligned. The Service agent looked at it and told me that it should have been picked up at PDI, so it wouldn't be a warranty issue. He advised that it would cost £60 to repair. I said that as it was eased through LEX, I would get it authorised.
When I called back to pick the car up, the trim was very loosely fixed to the car. I asked the dealer what had happened, and he advised that they had looked at it, and the repair cost would be circa £700. I asked about why it was so much worse, and was told that it had to be ripped off to investigate the damage, and that it was standard process and the dealership would not be responsible for putting it right.
Following a few calls, the dealership advised me that they no longer wished to deal with me, and that I should take my business somewhere else, and cancelled my bookings.
I've called and emailed to ask for a meeting to discuss amicably, however they are refusing to correspond with me - Kia UK have said that it is between me and the dealer and directed me to the motor ombudsman.
Is there an easy way to get them to sit down with me - To be clear, I don't want them to fix my car for free but I am confident that it has been subject to rough treatment because "LEX will pay" without the knowledge that we are, as a business "Self insuring" so all bills will be passed back to the business.
Any advice on if I have any rights amd if the issue is resolvable?
ColinMacC said:
The Service agent looked at it and told me that it should have been picked up at PDI, so it wouldn't be a warranty issue. He advised that it would cost £60 to repair.
At this point I'd have been asking why it hadn't been picked up at PDI, especially if this dealer was the supplying dealer. FWIW I have a colleague with a Kia and he's regularly at loggerheads with them regarding warranty issues.
Reads to me as if your comment of " Following a few calls, the dealership advised me that they no longer wished to deal with me, and that I should take my business somewhere else, and cancelled my bookings " implies the calls got heated and perhaps you were more aggressive than intended ?
I think my knee jerk advice would be to try an alternative dealer first or perhaps try and be nice and conciliarity on the phone to the existing dealer ( or maybe email them ) and see if that gets you anywhere ?
It does sound a little strange that you were told the trim needs to be "ripped off " - if it were just a broken clip then not sure why that would be though.
I think my knee jerk advice would be to try an alternative dealer first or perhaps try and be nice and conciliarity on the phone to the existing dealer ( or maybe email them ) and see if that gets you anywhere ?
It does sound a little strange that you were told the trim needs to be "ripped off " - if it were just a broken clip then not sure why that would be though.
Deerfoot said:
ColinMacC said:
The Service agent looked at it and told me that it should have been picked up at PDI, so it wouldn't be a warranty issue. He advised that it would cost £60 to repair.
At this point I'd have been asking why it hadn't been picked up at PDI, especially if this dealer was the supplying dealer. FWIW I have a colleague with a Kia and he's regularly at loggerheads with them regarding warranty issues.
alscar said:
Reads to me as if your comment of " Following a few calls, the dealership advised me that they no longer wished to deal with me, and that I should take my business somewhere else, and cancelled my bookings " implies the calls got heated and perhaps you were more aggressive than intended ?
I think my knee jerk advice would be to try an alternative dealer first or perhaps try and be nice and conciliarity on the phone to the existing dealer ( or maybe email them ) and see if that gets you anywhere ?
It does sound a little strange that you were told the trim needs to be "ripped off " - if it were just a broken clip then not sure why that would be though.
The dealership kept telling me that the service agent that dealt with the car was unavailable. Following 3 emails and 7 calls I reached out to Kia who contacted them on my behalf and patched me through - He was aggressive from the start as I'd reached out to Kia. I think my knee jerk advice would be to try an alternative dealer first or perhaps try and be nice and conciliarity on the phone to the existing dealer ( or maybe email them ) and see if that gets you anywhere ?
It does sound a little strange that you were told the trim needs to be "ripped off " - if it were just a broken clip then not sure why that would be though.
I'm not one for big threats, and really don't want to speak to the motor ombudsman as Kia recommended, I'd rather have a sensible conversation and resolve. The car doesn't even need to be perfect, just repair the clips that have been ripped off as part of the investigation and I'll be on my way!
As far as the trim needing to be pulled off to investigate - this puzzles me, and is my main source of frustration. The cynic in me suggests that it was a case of "Lets rinse this, because LEX will just pay up" not realising that the bill would come straight back to me - but thats maybe just me?
Edited by ColinMacC on Wednesday 30th October 12:43
If the dealership wont talk to you, and wont take your money, you cant have a sensible conversation with them. If Kia are also washing their hands of it, I think you can either stick it back on (dubious at best), or ask "someone else", whether thats another Kia dealer or a bodyshop, to put a report together about the damage in preparation for a small claims case. It went in wobbly, with a sub£100 fix estimate, and came out broken with a £700 estimate.
Go to the Ombudsman. It's pretty obvious that they're not going to have a chat with you any more. Take it to the people they can't avoid. You've wasted enough time and effort on them already.
Might even pay to ensure people see a review of your experience on Google etc. If it costs them even 1 car sale then they've lost out overall.
Might even pay to ensure people see a review of your experience on Google etc. If it costs them even 1 car sale then they've lost out overall.
Who in the dealership has said they don't want to talk you?
If it wasn't the dealer principal then I would find their contact details and email them with the problem and a proposal to resolve. If the dealer is part of a group also move up the food chain and contact the group as well.
It is easy to fob you off to the ombudsman but has the dealer complaints process been exhausted?
If it wasn't the dealer principal then I would find their contact details and email them with the problem and a proposal to resolve. If the dealer is part of a group also move up the food chain and contact the group as well.
It is easy to fob you off to the ombudsman but has the dealer complaints process been exhausted?
even though you aren't covered by lex (maintenance plans don't cover such damage anyway) I would still speak with them and ask for some support. The vehicle was supplied you to defective and you've taken reasonable steps to resolve the issue but have been unsuccessful - They are a huge buyer of new vehicles and have some serious leverage with these brands.
SteBrown91 said:
Time to crack out the araldite and hope its not picked up on return to the lease company.
This! Seems a lot of hassle trying to get it fixed.
Trim is usually excluded from the warranty, different manufacturers will have different terms and conditions.
Said trim was reported as faulty / damaged a year in so I'm surprised the dealer immediately said it should have been picked up at PDi... that's incinuating it present at PDi, so he's pretty much shot himself in foot as it could have been damaged, but the OP says not. So it becomes a stand off.
Lease company may cover it and charge back to the driver citing it's damage... as it's not covered by warranty. Driver replies saying it's always been like that from day 1, dealer or Kia ask why it's taken a year to report it?
If you can mend and make do, I would do that but possibly in too deep now and Kia, the dealer and Lex all know the situation and it's likely, nobody will be enthusiastic about paying £700 to fix it...
I'd fix it, then when it goes back in 2yrs... unlikely anybody will care.
Bit of an update - I sent an email to the dealer principal and group head offices outlining the situation, and how the garage should have informed me if they were going to undertake further intrusive investigation works
I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
ColinMacC said:
Bit of an update - I sent an email to the dealer principal and group head offices outlining the situation, and how the garage should have informed me if they were going to undertake further intrusive investigation works
I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
A tech call has been made to kia HQ and they have had a fix given to them. I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
The parts are available from European stock or slightly further afield and will take 5+ working days to arrive.
Thats why your booked in for 2 weeks time.
ColinMacC said:
Bit of an update - I sent an email to the dealer principal and group head offices outlining the situation, and how the garage should have informed me if they were going to undertake further intrusive investigation works
I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
Always interesting how dealer principals respond to a polite kick in the nuts.I advised that I Kia UK had directed me to the motoring ombudsman, but that I was keen to resolve the issue amicably if at all possible, and that I was NOT asking them to fix the panel for free, rather return it to the condition that it was in prior to the visit
Today the service manager called me - very polite and apologetic and asked me to bring the car in on the 14th November and they would look at reinstalling new clips where the previous had been damaged, and investigate if they could come up with a fix for the section that was initially faulty at minimal expense. I thanked him very much - and do sympathise somewhat, as I imaging that there are a lot of people out there looking to get something for nothing
By means of an update, the car has been in and all of the issues fixed - They installed new clips and panel glue - they did advise that without a new trim they could not fully resolve, but it is probably better than it was before the car first went in, and I am more than happy with that
Popped back in as they were keen to show me the new EV6, as they were keen to get my thoughts on the changes - and noticed that the original service "manager" that dealt with me previously was not in the showroom on either occasion
I know that all customer facing businesses can have their issues, And I have to say that Kia in Guildford have responded - and it's fair that they get the credit they deserve for that!
Popped back in as they were keen to show me the new EV6, as they were keen to get my thoughts on the changes - and noticed that the original service "manager" that dealt with me previously was not in the showroom on either occasion
I know that all customer facing businesses can have their issues, And I have to say that Kia in Guildford have responded - and it's fair that they get the credit they deserve for that!
ColinMacC said:
By means of an update, the car has been in and all of the issues fixed - They installed new clips and panel glue - they did advise that without a new trim they could not fully resolve, but it is probably better than it was before the car first went in, and I am more than happy with that
Popped back in as they were keen to show me the new EV6, as they were keen to get my thoughts on the changes - and noticed that the original service "manager" that dealt with me previously was not in the showroom on either occasion
I know that all customer facing businesses can have their issues, And I have to say that Kia in Guildford have responded - and it's fair that they get the credit they deserve for that!
Nice feedback.Popped back in as they were keen to show me the new EV6, as they were keen to get my thoughts on the changes - and noticed that the original service "manager" that dealt with me previously was not in the showroom on either occasion
I know that all customer facing businesses can have their issues, And I have to say that Kia in Guildford have responded - and it's fair that they get the credit they deserve for that!
Cockups happen, and as you say it's how they are dealt with is what people remember
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