Range Rover Damaged at garage
Discussion
Hello All
Slightly long winded story but had my RR Sport in the main dealer to get the cambelt/service about 2 weeks ago.
Got it back and went to fill screenwash and found all the scuttle panel clips missing, same for the grill and 3 bolts resting on the inner wing. Gave them a call they got it in 2 days ago and rectified it, no real issues....
I got it back and when they have washed it they have taken the paint off a part of the front bumper, guessing it was pressure washed up close, again haven't noticed as I got it back at night and it's been nose first in my garage for 2 days until I took it out today.
Where do I stand with this? It's a piece about the size of a 50p so not exactly touch up stick worthy.
Ive pinged them an email as they're shut today but wondering how I should proceed.,they seem extremely incompetent to be honest. 1st time I've used this main dealer in the town as I usually go further a field to where I bought it but with Covid etc couldn't be bothered going further away.
Slightly long winded story but had my RR Sport in the main dealer to get the cambelt/service about 2 weeks ago.
Got it back and went to fill screenwash and found all the scuttle panel clips missing, same for the grill and 3 bolts resting on the inner wing. Gave them a call they got it in 2 days ago and rectified it, no real issues....
I got it back and when they have washed it they have taken the paint off a part of the front bumper, guessing it was pressure washed up close, again haven't noticed as I got it back at night and it's been nose first in my garage for 2 days until I took it out today.
Where do I stand with this? It's a piece about the size of a 50p so not exactly touch up stick worthy.
Ive pinged them an email as they're shut today but wondering how I should proceed.,they seem extremely incompetent to be honest. 1st time I've used this main dealer in the town as I usually go further a field to where I bought it but with Covid etc couldn't be bothered going further away.
From the description of events, I think I would consider getting the cambelt work checked elsewhere and if that is at least fine, leave it now.
They did try at least to rectify the fault but they seem a tad incompetent so for the price of getting your paint done elsewhere, it might be best to do exactly that - get it done elsewhere and consider it part of the overall bill.
They did try at least to rectify the fault but they seem a tad incompetent so for the price of getting your paint done elsewhere, it might be best to do exactly that - get it done elsewhere and consider it part of the overall bill.
TheHighlander said:
I've sent them a polite enough email asking them to confirm with the CCTV that it wasn't damaged when I dropped it off. 100% was done at the garage.
They're closed till Sunday so will report back. Just so frustrating.
So don't be surprised when they ask for photo evidence from you to confirm it wasn't damaged when you dropped it off.... With "100% not done at this garage"....They're closed till Sunday so will report back. Just so frustrating.
..
Bemmer said:
TheHighlander said:
I've sent them a polite enough email asking them to confirm with the CCTV that it wasn't damaged when I dropped it off. 100% was done at the garage.
They're closed till Sunday so will report back. Just so frustrating.
So don't be surprised when they ask for photo evidence from you to confirm it wasn't damaged when you dropped it off.... With "100% not done at this garage"....They're closed till Sunday so will report back. Just so frustrating.
..
Bemmer said:
So don't be surprised when they ask for photo evidence from you to confirm it wasn't damaged when you dropped it off.... With "100% not done at this garage"....
..
Most do a walk around with you now anyway when you drop off the car with video too ...
Its in their interest as loads try it on. (Im not saying OP is) .
Edited by tedblog on Friday 1st January 15:16
TheHighlander said:
Hello All
Slightly long winded story but had my RR Sport in the main dealer to get the cambelt/service about 2 weeks ago.
Got it back and went to fill screenwash and found all the scuttle panel clips missing, same for the grill and 3 bolts resting on the inner wing. Gave them a call they got it in 2 days ago and rectified it, no real issues....
I got it back and when they have washed it they have taken the paint off a part of the front bumper, guessing it was pressure washed up close, again haven't noticed as I got it back at night and it's been nose first in my garage for 2 days until I took it out today.
Where do I stand with this? It's a piece about the size of a 50p so not exactly touch up stick worthy.
Ive pinged them an email as they're shut today but wondering how I should proceed.,they seem extremely incompetent to be honest. 1st time I've used this main dealer in the town as I usually go further a field to where I bought it but with Covid etc couldn't be bothered going further away.
Did you take pictures of the damage, or did they note it on the check in sheet when you took it in?Slightly long winded story but had my RR Sport in the main dealer to get the cambelt/service about 2 weeks ago.
Got it back and went to fill screenwash and found all the scuttle panel clips missing, same for the grill and 3 bolts resting on the inner wing. Gave them a call they got it in 2 days ago and rectified it, no real issues....
I got it back and when they have washed it they have taken the paint off a part of the front bumper, guessing it was pressure washed up close, again haven't noticed as I got it back at night and it's been nose first in my garage for 2 days until I took it out today.
Where do I stand with this? It's a piece about the size of a 50p so not exactly touch up stick worthy.
Ive pinged them an email as they're shut today but wondering how I should proceed.,they seem extremely incompetent to be honest. 1st time I've used this main dealer in the town as I usually go further a field to where I bought it but with Covid etc couldn't be bothered going further away.
Upon arrival no walk around was done with me and the same on return.
I dropped it off and picked up the Sales Managers jeep to have for the day.
The valeter just came in with the keys to the lads on service and handed them to me, that with it been pitch black and me having a 7 month old daughter with me 😂 you can imagine I wanted a swift exit.
I'm sure they will of done a walk around so I'm sure they will see that it wasn't like that on arrival.
I dropped it off and picked up the Sales Managers jeep to have for the day.
The valeter just came in with the keys to the lads on service and handed them to me, that with it been pitch black and me having a 7 month old daughter with me 😂 you can imagine I wanted a swift exit.
I'm sure they will of done a walk around so I'm sure they will see that it wasn't like that on arrival.
Edited by TheHighlander on Friday 1st January 15:44
I wish you luck with it.
My recent experience with a main dealer was the same as I've heard a few times now.
A near new Transporter van, they agreed it probably happened in their car park but said they're not liable.
And when I challenged them I got what appeared to be a well rehearsed reply.
"Would you be asking Tescos to pay for damage that happened in their car park?"
They couldn't have given less of a dollop of the brown stuff.
I hope RR will be a little more customer caring for you.
My recent experience with a main dealer was the same as I've heard a few times now.
A near new Transporter van, they agreed it probably happened in their car park but said they're not liable.
And when I challenged them I got what appeared to be a well rehearsed reply.
"Would you be asking Tescos to pay for damage that happened in their car park?"
They couldn't have given less of a dollop of the brown stuff.
I hope RR will be a little more customer caring for you.
I'm hoping they will be fine with it due to the issue I've recently had with them.
I wasn't arsey when I took it back in if anything my wife was saying I was too laid back.....haha
I've politely worded the email and have asked for someone to give me a call but I'll call them on Sunday when they open.
So annoyed as its so noticeable but I had never thought thay would happen, I've never had a vehicle damaged at a dealer.
I wasn't arsey when I took it back in if anything my wife was saying I was too laid back.....haha
I've politely worded the email and have asked for someone to give me a call but I'll call them on Sunday when they open.
So annoyed as its so noticeable but I had never thought thay would happen, I've never had a vehicle damaged at a dealer.
There's no harm in asking. I had a wheel badly kerbed by a main VW dealer during a service. I noticed when I got home, so went straight back. They admitted that no inspection was done at either handover, so agreed to fix it. It was done by the smart repair chap they used and he did a pretty good job.
As mentioned present the facts and see what their response is.
I had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
I had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
Trevor555 said:
"Would you be asking Tescos to pay for damage that happened in their car park?.
Completely different IMO, I don’t entrust Tesco with the keys of my car and permit them to drive and work on it when I park on their premises. At any supermarket or public car park I pick a space of my choosing and the car does not move. Mr Main Dealer could potentially have any spotty-Herbert mechanic / employee treat my car as recklessly as he can get away with (including seemingly pressure washing it with a significant lack of care). I’m not tarring all main dealers with the same brush of course, but I’d be arguing they have significantly more duty of care to ensure your car is not damaged whilst in their possession than they would if it were simply parked up.RLE said:
As mentioned present the facts and see what their response is.
I had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
A big difference in paying for a £30 smart repair and fully sprayed bumperI had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
tedblog said:
RLE said:
As mentioned present the facts and see what their response is.
I had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
A big difference in paying for a £30 smart repair and fully sprayed bumperI had my Polo in at VW last month for a service, MOT and front bearings were replaced. As part of the health check they checked the brake fluid and suggested a change due to moisture using the gauge on the video they sent me. Anyway two weeks later I noticed a mark on the bumper. Closer inspection revealed the paint had stripped to the primer.
Drove to the dealership to discuss as in my mind it was clear it was a spill from the brake fluid that had caused the issue. Initially they thought it was bird muck but they finally agreed there must have been some contamination of the fluid on the car prior to their complimentary wash. They have said they will be in touch after the Xmas period and will remedy with a smart repair.
TheHighlander said:
Upon arrival no walk around was done with me and the same on return.
Lesson - always, without exception, insist on a walk around and written vehicle condition report before handing over the keys at a garage. I do that even when I am waiting on the premises for the car.My wives car was into our MB dealer for its service and 4 tyres were also to be replaced; my wife went around the car and specifically the alloys on collection with their driver.
Car came back with both offside alloys damaged, one quite badly.
The driver was the same one as whom collected and actually told my wife he pointed out the damage to the service manager before he left and was told to 'just drop it off'.
After a long conversation, service manager accepted liability and said he would have the diamond cut wheels refurbished which I declined as they were only a year old, and refurbing diamond cut inevitably gives you a year max before failing.
They insisted upon refurbing as is their right, and as they were to be sent away, I then insisted they supply me with a like for like vehicle for the 7-10 day expected turnaround as is my rights for their incurred damage.
Fortunately they did not have a GLS as a demo so I sourced a hire one that was £350 a day.
They decided to send 2 new wheels up from Milton Keynes at a retail cost of over £2k and fit instead.
Would of been very hard to have such a hard stance without a walk around upon handover and return.
Caused a few hours of terse phone calls and emails I could if done without.
I have had my account with them since 1999 and the service manage ended up being reprimanded due to his stinking attitude from start to finish.
Best of luck in your pursuit
Car came back with both offside alloys damaged, one quite badly.
The driver was the same one as whom collected and actually told my wife he pointed out the damage to the service manager before he left and was told to 'just drop it off'.
After a long conversation, service manager accepted liability and said he would have the diamond cut wheels refurbished which I declined as they were only a year old, and refurbing diamond cut inevitably gives you a year max before failing.
They insisted upon refurbing as is their right, and as they were to be sent away, I then insisted they supply me with a like for like vehicle for the 7-10 day expected turnaround as is my rights for their incurred damage.
Fortunately they did not have a GLS as a demo so I sourced a hire one that was £350 a day.
They decided to send 2 new wheels up from Milton Keynes at a retail cost of over £2k and fit instead.
Would of been very hard to have such a hard stance without a walk around upon handover and return.
Caused a few hours of terse phone calls and emails I could if done without.
I have had my account with them since 1999 and the service manage ended up being reprimanded due to his stinking attitude from start to finish.
Best of luck in your pursuit
tedblog said:
A big difference in paying for a £30 smart repair and fully sprayed bumper
Agree. Had it been a new/ newer car I’d have been asking for the full bumper to be sprayed to rectify. In fairness it’s a 2009 car and not something I’m overly obsessive about. It is in excellent condition though. Had I not had the bearings done along with the other work I would have likely absorbed the cost of the repair myself. Thought it was a touch annoying to pay £800 and have the car damaged whilst in their care so worth raising a complaint.The purpose of the post was more approaching them with the facts in a calm manner rather than aggressive all guns blazing. I half expected a refusal and “nothing to do with us” response but was pleasantly surprised by their willingness to put it right without a fight.
Red9zero said:
I'd be a bit wary of a smart repair on brake fluid damage. If it isn't properly cleaned and repaired, it may cause further paint reactions.
Thanks for the heads up. It’s a relatively small area thankfully. Hopefully no issues but something to keep my eye on subject to them actually following through with their promise to get it sorted.Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff