Help with complaint please...

O

Oisin

Joined
Dec 6, 2021
Posts
58
Likes collected
39
Location
Bideford
Funster No
85,763
MH
Tabbert 740 A-class
Exp
1989
Picked up our C-tourer yesterday after having full engine service and drove home happy..

Van had not been washed after our last trip so looked dull so time for full wash without hosepipe!!

NOTICED an area on nearside wing had paint flat spot and on closer look its been Scratched(through to metal) and flat'ed back then touched up with wrong colour touch up paint... totally gutted the van is in mint condition and our pride and joy..

Van is washed twice a month so I now this scratch was not on our van prior to being at dealers.

How do I go about speaking/dealing with company now van has left their site??

Appreciate your advice and help please

Thanks Oisin
 
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Take some photos, phone the dealer to advise of the problem, advise you will send a photo to confirm the damage and ask for an explanation and how they intend to rectify the issue. (y)
 
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I am no legal expert but how can you prove you didn't scratch it?
I would approach the dealer and say you have a problem and very simply explain what it is you have found and what can THEY do about it.
That response is critical to what you do next ......
 
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Have you got any photos before you dropped it off to compare. If dropping my van in for a service I that photos all round at the dealers before leaving it with them.

If they are honest they will sort it, if they denie it not much you can do without evedence.

You say wing do you mean wheel arch? If so an easy fix and they are plastic, sprayed in my own where I've scratched myself.
 
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I took the van to this dealer 60mile each way as Carthago agent,,
Thought better than a local independent as they deal with this type vehicle every day and ours being the cheaper version!!
We never thought we’d need to take full photos of vehicle to get engine service,
I’m gutted as I can’t prove this was done whilst on there property, again didn’t think of doing full walk around when picking up the van,
Feel more gutted about them trying to cover this up rather than just mention it,,
Scratch is on top part of near side wing, so it’s decals off and full respray(had panel beater from our village view it last night)
Why aren’t people just honest,,
Thanks for quick replies

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Oisin said:
Picked up our C-tourer yesterday after having full engine service and drove home happy..

Van had not been washed after our last trip so looked dull so time for full wash without hosepipe!!

NOTICED an area on nearside wing had paint flat spot and on closer look its been Scratched(through to metal) and flat'ed back then touched up with wrong colour touch up paint... totally gutted the van is in mint condition and our pride and joy..

Van is washed twice a month so I now this scratch was not on our van prior to being at dealers.

How do I go about speaking/dealing with company now van has left their site??

Appreciate your advice and help please

Thanks Oisin
Click to expand...
How would they be able to scratch it, spray it, cut it and get as dull and dirty as when you dropped it off?
 
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Back in the 70's I worked at a Police Station and every day, 'Jim' the handyman, washed and vacked every Panda car.
One dull January day Jim was washing a Viva and a great big slab of filler, suitably coloured, fell off a front wing.

Someone, (and not the preceding night) had had a one car prang, taken it to an all night garage in South Leeds, had it filled, smoothed, sprayed and repaired, all in one night.
It prob. happened the preceding w/e so it was mucky when Jim got to see it.
Just shows, it can be done.
 
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eddievanbitz said:
How would they be able to scratch it, spray it, cut it and get as dull and dirty as when you dropped it off?
Click to expand...
A good question it’s a long shot. If it was me l would forget trying to sort it with the dealer too much hassle and a possible oversight on your part if overlooked.
Get it sorted and move on then next time Photos.
 
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My son once had some damage to his car bonnet caused by a next door builder smashing out a cast iron drain pipe. We only found it once the builder had completed the job and was away on his toes.
A carefully placed on leaf covered a chip on the front bonnet that wasn't there before and an offending piece of cast iron pipe under the car. It happens.
 
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Oisin said:
I took the van to this dealer 60mile each way as Carthago agent,,
Thought better than a local independent as they deal with this type vehicle every day and ours being the cheaper version!!
We never thought we’d need to take full photos of vehicle to get engine service,
I’m gutted as I can’t prove this was done whilst on there property, again didn’t think of doing full walk around when picking up the van,
Feel more gutted about them trying to cover this up rather than just mention it,,
Scratch is on top part of near side wing, so it’s decals off and full respray(had panel beater from our village view it last night)
Why aren’t people just honest,,
Thanks for quick replies
Click to expand...
You still need to question the dealer about it, advise you are not happy and that it definitely wasn't there before and you would like it sorted. Most reputable dealers would sort it ,just out of good will. Could be that the person working on the vehicle damaged it and hasn't advised his bosses.

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Had a similar experience last year.
I put my motorhome in to a Fiat dealers for a new clutch to be fitted.
When I picked it up there was a dent in the rear that hadn't been there when I dropped it off.
When I told the garage they said they hadn't dented it.
When I pressed them saying it definitely wasn't dented when I left it with them they asked did I have photographic evidence from when I dropped it off to prove it wasn't already damaged.
I didn't so that was the end of that.
Lesson learned, never going to that garage again and when I put it in to a different garage this year for MOT and service I walked round the motorhome with a member of staff and took photos just in case.
 
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Can't help with the problem but as an aside on a recent visit to me dealer for a hab check, they took photos all round the vehicle before I handed over the keys. Good idea I thought, covers both of us. It's something I'll do in future as well.
 
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Its about evidence I'm afraid and you don't seem to have any.

Worth a try mentioning it but you probably won't get anywhere. The guy that caused the scratch (if it was done there) possibly didn't even tell anyone else. SO the "boss" is in a difficult decision about who to believe, his response will probably be that it doesn't matter if you wash it twice a month, that could have been caused the minute before you entered his garage and the minute after.

this is why hire firms do a walk round on collection and drop off.

shame, but probably learn from it and move on.
 
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I think the dealer you are talking about usually goes through a checklist of condition before moving vehicles to and from the workshop. I suggest you approach them nicely about the problem and ask them if they have any records about the damage and condition.
 
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If they have done it , they will know.
Hopefully they will admit to it and repair it properly

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Whenever I took my ‘van to Marquis for work, before accepting it they would do a walk-around with me and note any scratches/scuffs/blemishes, etc. on a worksheet which was then rechecked on pick-up……
 
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A Peugeot main dealer damaged my jacking points on my RCZ (they are a very poor design). I knew it was them and I'm sure they did as well. They did not accept any responsibility but they did say they would fix them free of charge out of goodwill.
 
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Emmit said:
Back in the 70's I worked at a Police Station and every day, 'Jim' the handyman, washed and vacked every Panda car.
One dull January day Jim was washing a Viva and a great big slab of filler, suitably coloured, fell off a front wing.

Someone, (and not the preceding night) had had a one car prang, taken it to an all night garage in South Leeds, had it filled, smoothed, sprayed and repaired, all in one night.
It prob. happened the preceding w/e so it was mucky when Jim got to see it.
Just shows, it can be done.
Click to expand...
Similar, but my ex mate had to report the theft of the livery !!!!!
 
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Emmit said:
Back in the 70's I worked at a Police Station and every day, 'Jim' the handyman, washed and vacked every Panda car.
One dull January day Jim was washing a Viva and a great big slab of filler, suitably coloured, fell off a front wing.

Someone, (and not the preceding night) had had a one car prang, taken it to an all night garage in South Leeds, had it filled, smoothed, sprayed and repaired, all in one night.
It prob. happened the preceding w/e so it was mucky when Jim got to see it.
Just shows, it can be done.
Click to expand...

Yep. One of our Mk 1 Escorts went through the auctions when the force disposed of it. A week later we were 'invited' to explain how it had acquired a glassfibre wing at some point in it's life. Such matters were indeed sorted overnight and often not unassociated with which garage got the recovery jobs, prior to an official system being introduced.

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Tombola said:
Its about evidence I'm afraid and you don't seem to have any.

Worth a try mentioning it but you probably won't get anywhere. The guy that caused the scratch (if it was done there) possibly didn't even tell anyone else. SO the "boss" is in a difficult decision about who to believe, his response will probably be that it doesn't matter if you wash it twice a month, that could have been caused the minute before you entered his garage and the minute after.

this is why hire firms do a walk round on collection and drop off.

shame, but probably learn from it and move on.
Click to expand...
The place I take mine to for it's hab services does this.
 
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AndyPK said:
Whenever I took my ‘van to Marquis for work, before accepting it they would do a walk-around with me and note any scratches/scuffs/blemishes, etc. on a worksheet which was then rechecked on pick-up……
Click to expand...
Any decent dealership or garage would and should check each vehicle in as it covers both parties regards bumps and scraps.
 
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Isopon filler and Ford Glacier white always in the boot!
 
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