bulldoze Posted August 10, 2006 Report Share Posted August 10, 2006 Had my car serviced last week and upon inspection in the forecourt after the service, my gf noticed the alloy had been kerbed and the tyre had a deep tear in it. Now i had cleaned the car and wheels two days before and it was unmarked! An mechanic came out with the service guy and said that the tyre would need replacing. So the car had gone through a full service and was deemed good to go and now, when I had not touched the car it needed a new tyre! The dealer is trying desperately to wiggle out of this and is not returning calls etc. It seems to me they have not a leg to stand on. Any advice from this forum on dealing with the dealers? Quote Link to comment Share on other sites More sharing options...
petsy Posted August 10, 2006 Report Share Posted August 10, 2006 blimey charlie! perhaps you should tell them if they don't resolve this issue asap to your satisfaction then you'll be taking your complaint to VW head office. Quote Link to comment Share on other sites More sharing options...
shao_khan Posted August 10, 2006 Report Share Posted August 10, 2006 I have never had an issue with a dealer resolving this - bith Wayside Audi and wayside VW have in the past damaged wheels - both rectified the issues without quibbling. If they dont want to do it then escalate within the dealership. Quote Link to comment Share on other sites More sharing options...
lottiefox Posted August 10, 2006 Report Share Posted August 10, 2006 Don't let them wriggle out of it - they know they've done it, hence avoiding your calls. Pop down, be very calm and polite, and ask to meet with the Service Manager. Explain whats happened, show him the damage and ask when they can book it in to repair it. If Service Manager not around, aim higher until someone sees you. Don't leave til its sorted. Dealers don't like unhappy customers sitting in their coffee lounge. Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 10, 2006 Author Report Share Posted August 10, 2006 I will go down there today. This has been an unhappy week of GTI ownership, I damaged the bumper last week and now this! What annoys me is that on the service bill it had stated the car had been treated to a courtesy valet inside and out and it blatantly had not been touched! To add insult to injury when I was waiting for the service guy to come out with the mechanic to look at the wheel a woman was trying to park her car right next to mine (a tight squeeze) I was kneeling down in the parking bay but she still insisted on forcing her way in and then her mum (im guessing) banged her door into the side of mine whilst getting out! The car is cursed! Quote Link to comment Share on other sites More sharing options...
seanie4 Posted August 10, 2006 Report Share Posted August 10, 2006 I have days when I think the car is cursed. I managed to mark my leather on the door yesterday whilst moving a piece of wood. Was Gutted! Been out for a good blast earlier though and all is forgotten! Still a great car, the marks just give the car it's own identity! Quote Link to comment Share on other sites More sharing options...
skifly Posted August 10, 2006 Report Share Posted August 10, 2006 i know the feeling after being pulled a couple of times and getting the whole passenger side plus bonnet keyed, plus the passenger door and drivers wing were dented. needed new door skin. Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 11, 2006 Author Report Share Posted August 11, 2006 Ok, Dealer does not want to know, says I cant prove damage was done at the dealership. They have offered 50/50 on wheel refurbish and replacement tyre. I am astonished by this as a full service implies that they have looked at the state of the tyres, if a mechanic then comes out when the car is on the forecourt and says that a tyre needs replacing then surely they do not have a leg to stand on legally? I am unsure of the next action to take. VW head office? small claims court? any advice gratefully recieved. Quote Link to comment Share on other sites More sharing options...
edo Posted August 11, 2006 Report Share Posted August 11, 2006 Ask to speak to the dealer principle. Explain you inspected the car before you droppped it off - and the damage was there when you collected the car. Did they comlpete a damage report and get you to sign it when you dropped the car off? Explain you will inform VW UK of you dissatisfcation, and the fact that the dealer is calling you a liar. Document every conversation so far whilst it is fresh. Write to the dealer principle and give them "without predudice" 7 days to respond, after which you will pass to your solicitor. If they were sure they hadnt done it - why are they offering to pay 50%? Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 11, 2006 Author Report Share Posted August 11, 2006 I have seen the damage report that was completed before work was carried out on the car and the tyre and wheel damage was not on it. Quote Link to comment Share on other sites More sharing options...
edo Posted August 11, 2006 Report Share Posted August 11, 2006 Case closed - their own document says the car was undamaged when you left the car!?!? Quote Link to comment Share on other sites More sharing options...
Oli Posted August 12, 2006 Report Share Posted August 12, 2006 Mention 'WATCHDOG', dealers hate this. Or stand in the showroom making a a fuss and phone VW UK from your mobile, so everyone in the showroom can here - Thatll soon get them moving From what you have said they haven't got a leg to stand on Quote Link to comment Share on other sites More sharing options...
nhs Posted August 12, 2006 Report Share Posted August 12, 2006 You may need to make a small financial adjustment to the tyre for the mileage done, but they should pay the rest. If and when you need to get to Small Claims Court, they will claim they serviced the car and it was damaged by a third party while awaiting collection. They will claim that the wheel and tyre were ok on their inspection. However you can point out that they must have damaged it as the wheel and tyre are protected by the wheel arch. The car was under their care and control until you picked it up and on their premises. It was stationary and parked when you arrived and as such the damage must have occurred in their control. The damage report shows the wheel and tyre to be intact upon delivery to them. Further they claimed to have veleted it and have charged as such, yet the valet was not done. This will show they are of limited credibility with regards to integrity and honesty. Any reasonabe district court judge will award to you every time...... Quote Link to comment Share on other sites More sharing options...
RedRobin Posted August 12, 2006 Report Share Posted August 12, 2006 Just a small point but my VW dealer doesn't charge for valeting my car inside and out after a workshop session - It's all part of their standard service. They clean inside the door sills etc too. Furthermore they usually test drive the car on a fixed 6 mile local route before having it ready for customer collection. Strictly speaking they are supposed to test drive before the work as well, but they usually don't, depending on the reason for the work. Their responsibility starts when you hand over your key right until the time they return your key. VW UK!! VW UK!! >> WATCHDOG!! WATCHDOG!! WATCHDOG!! WATCHDOG!! Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 12, 2006 Author Report Share Posted August 12, 2006 Just found an attached sheet to the service invoice that states that all tyres were checked for wear and serviceability and a big tick on all of them - more ammunition! The valet was on the invoice but no charge was made for it. Quote Link to comment Share on other sites More sharing options...
nhs Posted August 12, 2006 Report Share Posted August 12, 2006 The valet issue is whether it was done, and done well, or not. The thread implies it hadn't been done, but was documented as such. This goes to credibility, not to whether you've paid for it! Complain to the Dealer principal, I can't see that it will be worth his while trying to save a small amount of money for the angst and negative publicity it may give him. Also consider complaining to Trading Standards, who may well take this up for you as your case appears sound. Quote Link to comment Share on other sites More sharing options...
edo Posted August 12, 2006 Report Share Posted August 12, 2006 The situation is simple - What the documentaion is saying is either we tick boxes but they mean nothing becasue we dont do it (and we say we clean the car but dont), or if your checks are worth the paper they are printed on - you damaged the car - which is it? Quote Link to comment Share on other sites More sharing options...
nhs Posted August 13, 2006 Report Share Posted August 13, 2006 Or, the situation is simple, are you a "motor trader, estate agent, tax inspector or a normal human being" Quote Link to comment Share on other sites More sharing options...
edo Posted August 15, 2006 Report Share Posted August 15, 2006 Is this sorted chap? Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 15, 2006 Author Report Share Posted August 15, 2006 I have written to the dealer principle and as advised given him 7 days to reply 'without prejudice' So i will wait and see what happens Quote Link to comment Share on other sites More sharing options...
edo Posted August 15, 2006 Report Share Posted August 15, 2006 cool. keep us posted. Quote Link to comment Share on other sites More sharing options...
bulldoze Posted August 18, 2006 Author Report Share Posted August 18, 2006 Wheel refurbished and tyre replaced at dealers cost. I wrote a strong letter to the dealer principle as advised on this forum. and the next morning a very flustered sales manager called me up to apologise and made the above offer. I also recieved a letter of apology and the work was carried out the very next day (yesterday) Many thanks to everyone who advised me on this. I knew there was people on this forum who could help me formulate the correct approach to the dealership and I was not disappointed! Quote Link to comment Share on other sites More sharing options...
edo Posted August 18, 2006 Report Share Posted August 18, 2006 Excellent. Well done. Shouldnt have had to go through that - but the end result is the main thing. Quote Link to comment Share on other sites More sharing options...
nhs Posted August 18, 2006 Report Share Posted August 18, 2006 Thanks for letting us know and glad there was a correct outcome Quote Link to comment Share on other sites More sharing options...
Oli Posted August 18, 2006 Report Share Posted August 18, 2006 Well done, but why dont you ask for a new wheel Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.