Garage damaged my car - what next?
Discussion
Hi guys,
Wondering if anyone could offer any words of advice for a bit of trouble I've ended up in..? (Apologies for length)
I recently started work at a new company further away from home than my previous job and needed my car servicing, so I booked my car through one of those "book online and we'll pick it up in the morning and drop it off when it's done" places and it seemed pretty slick.
The car was picked up on Friday 2nd June at 9am - I was told it would be back with me after the service for around 3:30pm. At 4pm I was starting to wonder what was going on, so at 4:20 I rang the garage and was told "I'm with a customer I'll ring you back in 2 minutes" and put the phone down. A minute later the company I booked through rang back (not the garage) and said unfortunately my car had rolled back into a post and the rear bumper had been damaged, and my car wouldn't be ready - they'd also not done the service yet either. When I mentioned I was stuck on the outskirts of Leeds with no way of getting home (other than 2 buses and a train) they said they'd try and get me a courtesy car. One was dropped off about an hour later - a knackered diesel ford focus with 176000 miles on the clock, a huge crack in the windscreen, check engine light on and 0 miles to empty. Nice.
Over the next several days I spent time chasing the car up, and trying to obtain pictures of the damage, which the company promised to get. They didn't, so one lunchtime I drove to the garage and asked to see the car, but it was "at their bodyshop getting repaired" - the guy that spoke to me said "I've taken a hit on this as I've had to buy a new rear grill from Mercedes but I want to do it right" and that he'd make sure it was all put back as new and he'd throw in a valet. He also said he'd dig out the CCTV of the accident.
At one point I was told by the garage that the new grill would arrive on Thursday, only to be told on Thursday by the booking company that it took two days to arrive so wouldn't be here until Friday...
On Friday I received a call saying the part had arrived and it was all repaired and they were ready to do the service, so they just wanted to run through advised extras for my car (at trade price!) - trying to sell me oil, coolant, brake fluid and wipers at extortionate prices - I asked if they were joking and that I wouldn't trust the garage to actually carry it out! "So that just leaves the cost of the service to pay" he said - again I told him he must be having a laugh and that I'd speak to a manager. Eventually one called me and cancelled the cost.
So that evening the car was delivered - the driver said it "was as good as new", so I came out to show him where the courtesy car was and said I'd have a quick look just to see how it was. My first glance at it and my heart sank "WTF have they done to it?!" and even the delivery driver said "yeah that's a bit sh*t" - it was an absolute mess - panels not fit right, scratches, scuffs, damage to the bumper, splayed out gaps, orange peel spray, cracks, and even a silver wood screw holding the bumper in place - I was completely in shock - the driver said he'd let the garage know and they'd ring me back straight away - of course they didn't.
I took pictures and rang the booking company. They said they couldn't just take my word for it and would require proof - I said no problem and sent the images.
Does this look like a decent repair (it was perfect before they got their hands on it) :
In the centre console are a load of bodywork clips which I presume they couldn't be bothered to refit - the bumper isn't properly secured or the plastic liner either.
I think we can all agree that it shouldn't have come back looking like that - and that it's a pretty poor repair job.
My problem is - what do I do next?! The garage obviously have a complete disregard so it's not even worth my time complaining to them. The booking company will want to avoid paying for a repair and will try and get the original garage to do it - something I am obviously quite strongly against.
I am going to contact Citizen's Advice today but from what I could find the protection covers more along the lines of if a car is left in a dangerous state (which I guess it could be). Depending on the outcome of that - I was going to contact my insurer and see if they have legal advisors who could arrange an inspection or second opinion?
The week before my car had a new thermostat and waterpump at a local garage so they would hopefully be willing to write an independent report on the state of the car before the other garage crashed it.
Would an accident management company be able to help?
I'm really at a loss of where to go on this.
Wondering if anyone could offer any words of advice for a bit of trouble I've ended up in..? (Apologies for length)
I recently started work at a new company further away from home than my previous job and needed my car servicing, so I booked my car through one of those "book online and we'll pick it up in the morning and drop it off when it's done" places and it seemed pretty slick.
The car was picked up on Friday 2nd June at 9am - I was told it would be back with me after the service for around 3:30pm. At 4pm I was starting to wonder what was going on, so at 4:20 I rang the garage and was told "I'm with a customer I'll ring you back in 2 minutes" and put the phone down. A minute later the company I booked through rang back (not the garage) and said unfortunately my car had rolled back into a post and the rear bumper had been damaged, and my car wouldn't be ready - they'd also not done the service yet either. When I mentioned I was stuck on the outskirts of Leeds with no way of getting home (other than 2 buses and a train) they said they'd try and get me a courtesy car. One was dropped off about an hour later - a knackered diesel ford focus with 176000 miles on the clock, a huge crack in the windscreen, check engine light on and 0 miles to empty. Nice.
Over the next several days I spent time chasing the car up, and trying to obtain pictures of the damage, which the company promised to get. They didn't, so one lunchtime I drove to the garage and asked to see the car, but it was "at their bodyshop getting repaired" - the guy that spoke to me said "I've taken a hit on this as I've had to buy a new rear grill from Mercedes but I want to do it right" and that he'd make sure it was all put back as new and he'd throw in a valet. He also said he'd dig out the CCTV of the accident.
At one point I was told by the garage that the new grill would arrive on Thursday, only to be told on Thursday by the booking company that it took two days to arrive so wouldn't be here until Friday...
On Friday I received a call saying the part had arrived and it was all repaired and they were ready to do the service, so they just wanted to run through advised extras for my car (at trade price!) - trying to sell me oil, coolant, brake fluid and wipers at extortionate prices - I asked if they were joking and that I wouldn't trust the garage to actually carry it out! "So that just leaves the cost of the service to pay" he said - again I told him he must be having a laugh and that I'd speak to a manager. Eventually one called me and cancelled the cost.
So that evening the car was delivered - the driver said it "was as good as new", so I came out to show him where the courtesy car was and said I'd have a quick look just to see how it was. My first glance at it and my heart sank "WTF have they done to it?!" and even the delivery driver said "yeah that's a bit sh*t" - it was an absolute mess - panels not fit right, scratches, scuffs, damage to the bumper, splayed out gaps, orange peel spray, cracks, and even a silver wood screw holding the bumper in place - I was completely in shock - the driver said he'd let the garage know and they'd ring me back straight away - of course they didn't.
I took pictures and rang the booking company. They said they couldn't just take my word for it and would require proof - I said no problem and sent the images.
Does this look like a decent repair (it was perfect before they got their hands on it) :
In the centre console are a load of bodywork clips which I presume they couldn't be bothered to refit - the bumper isn't properly secured or the plastic liner either.
I think we can all agree that it shouldn't have come back looking like that - and that it's a pretty poor repair job.
My problem is - what do I do next?! The garage obviously have a complete disregard so it's not even worth my time complaining to them. The booking company will want to avoid paying for a repair and will try and get the original garage to do it - something I am obviously quite strongly against.
I am going to contact Citizen's Advice today but from what I could find the protection covers more along the lines of if a car is left in a dangerous state (which I guess it could be). Depending on the outcome of that - I was going to contact my insurer and see if they have legal advisors who could arrange an inspection or second opinion?
The week before my car had a new thermostat and waterpump at a local garage so they would hopefully be willing to write an independent report on the state of the car before the other garage crashed it.
Would an accident management company be able to help?
I'm really at a loss of where to go on this.
Krikkit said:
What an absolutely shoddy repair, presumably the body-shop have been asked to do it for 50p and a packet of biscuits, it's obviously had no care spent on it at all.
I'd take it back and make it absolutely clear that either they fix it correctly, or you'll have it fixed and send them the bill.
The problem is though - they took a week and returned the car in that state, claiming it was "good as new" - should I be expected (and do I really want) to take the car back to them?!I'd take it back and make it absolutely clear that either they fix it correctly, or you'll have it fixed and send them the bill.
I've just come off the phone from the CAB (who were really good) and they've given me info on what should happen from a consumer rights approach:
1. I need a copy of the complaints procedure from the booking company.
2. I need to know if they are prepared to use an ADR (alternative dispute resolution) in this case.
3. To give them a deadline of when I expect a decision to be made.
So I've phoned them and they say they are currently waiting for a response from the garage on why the car was released in the state it was. I don't think they'll get a reply but we'll see.
The booking company also said they'll email me a copy of the complaints procedure and that they are prepared to use an ADR. They also said I should hear back by the end of today on their decision. I said I really didn't want the car going back there and they said it was completely understandable.
So it sounds positive so far, I'll keep you guys informed. Thanks for the advice so far...
I might bob over to MB this lunch time and see if they can give a rough quote on fixing it.
1. I need a copy of the complaints procedure from the booking company.
2. I need to know if they are prepared to use an ADR (alternative dispute resolution) in this case.
3. To give them a deadline of when I expect a decision to be made.
So I've phoned them and they say they are currently waiting for a response from the garage on why the car was released in the state it was. I don't think they'll get a reply but we'll see.
The booking company also said they'll email me a copy of the complaints procedure and that they are prepared to use an ADR. They also said I should hear back by the end of today on their decision. I said I really didn't want the car going back there and they said it was completely understandable.
So it sounds positive so far, I'll keep you guys informed. Thanks for the advice so far...
I might bob over to MB this lunch time and see if they can give a rough quote on fixing it.
I'm kind of glad that you all agree it's a shocking job, but kind of sad that it happened to my car..! 
Like I said I have absolutely zero faith in the garage to make good so will be pushing to have it repaired somewhere decent (main MB dealer maybe?) - although to be fair some random guy in a Halfords car-park would probably do a better job than the original garage!
Like I said I have absolutely zero faith in the garage to make good so will be pushing to have it repaired somewhere decent (main MB dealer maybe?) - although to be fair some random guy in a Halfords car-park would probably do a better job than the original garage!
k! Out of interest what is the car and year?
lufbramatt said:
One of my mates used to have one of these, although it was the coupe one with a glass hatch on the back. I seem to remember that you have to take some of the rear bodywork to bits in order to change the spark plugs? I wonder if they broke something trying to take it to bits....
You actually think they did the service?! 
lufbramatt said:
No, not at all. But I reckon they could have lied about the lamppost bit in order to cover up their mechanical ineptitude and all the damage was done trying to get that grey centre panel out.
I don't think they have the cognitive ability. I know the rear bumper of the car is removed to get to the lower 3 spark plugs - I've seen it done by a former MB technician very quickly and safely, but I'm willing to bet none of the 6 plugs have been changed. I'll have to check the air filter to see if it's been changed/cleaned.The damage to the bumper isn't just from someone removing it incorrectly - there is a crease where it's obviously hit something, but there's also some nasty orange peel from a shoddy spray attempt on the passenger side of it.
After 2 days of unsuccessfully trying to get pictures of the damage, I went down in person to see the car to be told it was at "their bodyshop". The manager said (and this isn't paraphrasing) "I've taken a hit on this. I want it to look ok for you and do right, not have it look like a tw@t." Unfortunately I later found out from checking the dashcam footage the bodyshop was actually wasteland on a council estate and a tiny unprofessional looking spray booth in someone's garage. it's also obvious the car was driven around various Leeds estates (certainly not a-b from my work to the garage or garage to "bodyshop").
Kind of an update.
I sent an email back saying I strongly requested that the car be repaired at an MB-approved bodyshop (I rang MB and they said they use Evans Halshaw - the car's booked in for an estimate on Monday).
However a couple of days later I received an email which didn't acknowledge my request, but said they hoped to have found a garage to carry out the repair by the end of today.
Can they dictate legally where the car is repaired, or is it within my rights to say where it goes?
I'm slightly concerned obviously, as their first choice didn't work out too well, and what exactly is their criteria for choosing a garage in Leeds when they are all the way in Enfield? Price? How do they know the next garage won't be backstreet cowboys like the first lot?
I sent an email back saying I strongly requested that the car be repaired at an MB-approved bodyshop (I rang MB and they said they use Evans Halshaw - the car's booked in for an estimate on Monday).
However a couple of days later I received an email which didn't acknowledge my request, but said they hoped to have found a garage to carry out the repair by the end of today.
Can they dictate legally where the car is repaired, or is it within my rights to say where it goes?
I'm slightly concerned obviously, as their first choice didn't work out too well, and what exactly is their criteria for choosing a garage in Leeds when they are all the way in Enfield? Price? How do they know the next garage won't be backstreet cowboys like the first lot?
robinessex said:
Be Careful. Under consumer protection, they have the right to offer to repair it. So NO action from you until you get an agreement in writing
So I *do* have to let them dictate where it's repaired?And an email from them with the garage would be enough to qualify as an agreement?
Cheers
Quick update - I have a quote to repair the car properly from an MB approved repairer (not even a very expensive one) and it's £904. They were pretty unimpressed by the repair - the inspector looked visibly shaken at the wood screw, and also pointed out bits I'd not even noticed - a huge area of badly applied filler which had cracked around it.
I've passed the quote onto the company that booked my service with the garage in question and we have until the end of the month to reach an agreement, then it's onto small claims I think (as advised by the CAB consumer department).
I've passed the quote onto the company that booked my service with the garage in question and we have until the end of the month to reach an agreement, then it's onto small claims I think (as advised by the CAB consumer department).
Yeah - my car is practically worthless now as it's needing £904 of repairs just to get it back in the condition it was previously.
The issue has been slightly complicated in that I booked the service through an online site which then book your car at a local garage - so I'm currently dealing with the company that I booked through as they have the ultimate duty of care for my car.
Yesterday I reviewed the actual garage which "repaired" my car - I kept it completely factual and honest, but it's obviously not a brilliant review! If anyone wants to read it, google "autosafetycentres" and my review should be on the right-hand pane - if you want to help me out you can thumb it up, it should help it appear near the top of any listings.
Interestingly, the manager phoned me this morning (and mentioned the review), asking if I'd give them a chance to put it right - I said I would not trust the car with them again, for obvious reasons. He said he'd lend me a personal car and would take it somewhere else. I said if he wanted to help he could pay the £904 but he wanted to take it to 'his' repairer. So it's thanks but no thanks.
I've chased up the booking company (as I haven't heard back from them since the 14th and I sent the quote to them yesterday) and they are supposed to be getting back to me when they've checked it out.
So basically I'm still nowhere near to getting the car sorted, and stuck between a rock and a hard place. If I haven't come to an agreement by the end of the month then it's back to the consumer section of the CAB and take it from there - presumably small claims court.
The issue has been slightly complicated in that I booked the service through an online site which then book your car at a local garage - so I'm currently dealing with the company that I booked through as they have the ultimate duty of care for my car.
Yesterday I reviewed the actual garage which "repaired" my car - I kept it completely factual and honest, but it's obviously not a brilliant review! If anyone wants to read it, google "autosafetycentres" and my review should be on the right-hand pane - if you want to help me out you can thumb it up, it should help it appear near the top of any listings.
Interestingly, the manager phoned me this morning (and mentioned the review), asking if I'd give them a chance to put it right - I said I would not trust the car with them again, for obvious reasons. He said he'd lend me a personal car and would take it somewhere else. I said if he wanted to help he could pay the £904 but he wanted to take it to 'his' repairer. So it's thanks but no thanks.
I've chased up the booking company (as I haven't heard back from them since the 14th and I sent the quote to them yesterday) and they are supposed to be getting back to me when they've checked it out.
So basically I'm still nowhere near to getting the car sorted, and stuck between a rock and a hard place. If I haven't come to an agreement by the end of the month then it's back to the consumer section of the CAB and take it from there - presumably small claims court.
Just an update - my car is still damaged (and I noticed the wheel on the corner they hit squeals at low speed sometimes, so something probably got bent), and Servicing Stop are completely ignoring me.
I started an Alternative Dispute Resolution case at the advice of the CAB, and although they accepted the claim (as Servicing Stop are in the scheme), they haven't been in contact or taken any action with it yet. There are 10 days to go until the claim expires, then I guess it's taking them to court time.
I've reviewed this company on Trustpilot, would appreciate a helpful vote to make it stick at least.
https://uk.trustpilot.com/review/www.servicingstop...
I started an Alternative Dispute Resolution case at the advice of the CAB, and although they accepted the claim (as Servicing Stop are in the scheme), they haven't been in contact or taken any action with it yet. There are 10 days to go until the claim expires, then I guess it's taking them to court time.
I've reviewed this company on Trustpilot, would appreciate a helpful vote to make it stick at least.
https://uk.trustpilot.com/review/www.servicingstop...
Wow. Just when I thought Servicing Stop couldn't sink any lower...
This morning I got an email saying my review had been removed as they claimed I wasn't a customer!
Like Sa Calobra said, they get ALL bad reviews removed - how many people can't be bothered to prove their review is genuine?
I've sent proof and hopefully it will be re-instated soon.
This morning I got an email saying my review had been removed as they claimed I wasn't a customer!
Like Sa Calobra said, they get ALL bad reviews removed - how many people can't be bothered to prove their review is genuine?
I've sent proof and hopefully it will be re-instated soon.
Sorry to keep replying to my own thread - but a quick update.
I took the car to a local garage (actually where it was originally purchased from), to get it booked in for a quote for getting everything sorted.
I mentioned that I'd noticed after the "repair" the internal lights (radio/dials etc) had stopped dimming when the car lights were turned on, but it was probably just a fuse or something, and the mechanic looked at the rear of the car and showed me where the other garage had left the rear wiring loom unclipped so it had dangled onto the hot exhaust and shorted all the wiring - he said it was lucky it hadn't caused a fire, but it meant the car was now an MOT fail as the rear reg lights don't work (I think the brake lights do!)
It's going in again on Friday evening for a more thorough going over. Can't wait to see what they find. :\
Trustpilot still haven't re-instated my review. Total joke. Contacting Citizen's Advice again today with the view to initiating a small claims.
I took the car to a local garage (actually where it was originally purchased from), to get it booked in for a quote for getting everything sorted.
I mentioned that I'd noticed after the "repair" the internal lights (radio/dials etc) had stopped dimming when the car lights were turned on, but it was probably just a fuse or something, and the mechanic looked at the rear of the car and showed me where the other garage had left the rear wiring loom unclipped so it had dangled onto the hot exhaust and shorted all the wiring - he said it was lucky it hadn't caused a fire, but it meant the car was now an MOT fail as the rear reg lights don't work (I think the brake lights do!)
It's going in again on Friday evening for a more thorough going over. Can't wait to see what they find. :\
Trustpilot still haven't re-instated my review. Total joke. Contacting Citizen's Advice again today with the view to initiating a small claims.
The resolution was a bit depressing really.
Servicing Stop lived up to their name and stopped answering (or returning) my calls, so I started a small claims against them.
In the meantime the garage that originally screwed the car up rang a few times offering to make good, and to "buy a new bumper if that's what it takes" - but I obviously couldn't trust them again. I had my usual garage look at the car and they said it had been more than botched, the rear lights didn't work anymore as the wiring loom had been left dangling on the hot exhaust which had melted the wires so it would fail the mot and need repairing, before even looking at the bumper and bodywork.
I completely fell out of love with the car I'd cherished for 7 years, so part exchanged it for a fraction of what it should have been worth for a rather nice MR-2. I do love the new car but missed the little roadster.
The small claims was handled over a phone call where the adjudicator spoke to each of us in turn. He seemed a decent bloke and when I said I'd sold the car he was really sad and said "I'll pretend I didn't hear that because if they know that they may want to go to court and you won't have proof of their mishandling"... so they offered a small payout which I agreed to, just to put a close on the whole sorry episode.
Servicing Stop are a scam plain and simple - the idea of taking your car to the nearest reputable garage is obviously total horrocks (hindsight is a wonderful thing)...
Servicing Stop lived up to their name and stopped answering (or returning) my calls, so I started a small claims against them.
In the meantime the garage that originally screwed the car up rang a few times offering to make good, and to "buy a new bumper if that's what it takes" - but I obviously couldn't trust them again. I had my usual garage look at the car and they said it had been more than botched, the rear lights didn't work anymore as the wiring loom had been left dangling on the hot exhaust which had melted the wires so it would fail the mot and need repairing, before even looking at the bumper and bodywork.
I completely fell out of love with the car I'd cherished for 7 years, so part exchanged it for a fraction of what it should have been worth for a rather nice MR-2. I do love the new car but missed the little roadster.
The small claims was handled over a phone call where the adjudicator spoke to each of us in turn. He seemed a decent bloke and when I said I'd sold the car he was really sad and said "I'll pretend I didn't hear that because if they know that they may want to go to court and you won't have proof of their mishandling"... so they offered a small payout which I agreed to, just to put a close on the whole sorry episode.
Servicing Stop are a scam plain and simple - the idea of taking your car to the nearest reputable garage is obviously total horrocks (hindsight is a wonderful thing)...
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