Damage Damage Whilst in Dealerships Care

[emmaloula]

The love affair with my car is dying fast.

For those that don't know, I have had the lower part of my rear windscreen replaced under warranty as it started to delaminate. It didn't bother me but I thought I had better get it done whilst it was under warranty as it might affect the price I am offered when I come to sell it.

Now I wish I hadn't bothered to be honest with you.

Car went in on Friday morning first thing expecting it back by 5pm. Get a call later in the afternoon to say that the dealership are having problems fitting it and have called a windscreen company to do it on Monday. Anyway, get the car back Monday night 10 minutes before dealership closes. Had a doctors appointment which I was running late for so quickly looked around the car and went.

Coming out of the doctors I notice that the plastic trim running along the top of the car near the rear window is dented and the stopper is popping out and bent. Thankfully I took photos of my car before it went in (as a precaution as it's been returned damaged by the same dealership before) so I can prove the damage wasn't there when I took it in.

This morning I take the car back first thing and was greeted by a rude Service Manager who basically stood there shrugging his arms saying that he doesn't really know what to do since they got a windscreen company to do the work. I then pointed out that I had photographs that could prove the car was fine when I gave it to them. I also showed him what I initially thought were scratches to the body but turned out to be glue so he went and fetched some polish to remove that (still don't think it's acceptable to hand back someone's pride a joy with glue stuck to the body work).

So he polished up the car, asked me if I was happy with what he'd done, then walked off. No "goodbye", "sorry", "we'll replace the plastic trim". I was left standing there like a plank and had to ask the nice customer services chap what was going to happen about the trim! I couldn't fault him, he was extremely helpful and told me that they would reorder the trim for me although did say that he had walked around the car and thought it was fine. Do they honestly think I would cause damage to my own car and then ask them to fix it?!?!? I just think that's unacceptable behaviour and am now seriously considering selling the car as I seem to have had nothing but bad luck with it and my local dealership.

Then when I was driving into work (50 mile trip) I thought I had a hearse behind me because of the large windscreen, but when I moved my head the car shape changed so I'm now convinced that my rear window (the top bit this time) is warped in some way because of the work that was carried out. There seems to be a patch in the centre of the glass that distorts anything that comes into view. Please someone tell that I'm not going mad and this is normal and that I've just never noticed it before?

Apologies for the length and nature of my reply but this is forum is a great sounding board. Either tell me to shut up and get over it (don’t be shy!) or tell me that I'm not turning into a paranoid mess and that I have every right to be cross. I haven’t mentioned the warped view to the dealership yet as I needed to calm down however if you agree that the vision I am seeing from the rear window shouldn’t be warped and distorted then I’ll be contacting them first thing.

Thanks.

[Mr JP]

I don't have the warped view i'm sorry to say. You are right to be fuming, this is precisely the reason I started a thread on being scared of putting my car in for it's first service!

Get on to Honda UK straight away and kick off big time.

[robbo51]

I agree.
This is a Honda HQ job...I would be going ballistic!!
Good luck

[rmh999]

The dealer is still responsible for the work as it was them that subcontracted the work.

If you are not happy with it then say so...IN WRITING.

Tell them that either they get it sorted - or you will - and they will receive the bill, failure to pay will result in a claim via the small claims court.

You have the evidence with the photo`s

Remember ... when you have work done under warranty then Honda are paying the dealer for it... i doubt they would be impressed, so if you get no joy contact Honda UK directly.

[HappyMan]

Really, really sorry to hear about what has gone on.

I think you have to take RMH999's advice and write a letter to the Dealer principal comlaining about the work that was carried out. Keeping to the facts of the matter and not letting emotions take over.

If you don't get and joy with that then it's the time to take it to HOnda UK and see what they can do to assist you.

I wish you good luck and hope everything works out ok for you in the end.

[civicfan]

I guess dealers are Honda employees, there seems to be room for changes here
Some guys should never be allowed to run this kind of business - but they are, apparently.
Giving your car to the same dealer for repairs after one case of damage was pretty risky as it turns out... I would suggest - try another and report this one to Honda (Japan), hopefully you can find one manager that still cares

[illegalhunter]

tell them your lawyer will sort it out at there cost

[Dimplyred]

Originally Posted by rmh999

The dealer is still responsible for the work as it was them that subcontracted the work.

If you are not happy with it then say so...IN WRITING.

Tell them that either they get it sorted - or you will - and they will receive the bill, failure to pay will result in a claim via the small claims court.

You have the evidence with the photo`s

Remember ... when you have work done under warranty then Honda are paying the dealer for it... i doubt they would be impressed, so if you get no joy contact Honda UK directly.

rmh999 is quite right here. The work should have been done under your Honda warranty, they made the decision to get a third party to work on your car, whilst it was in their care.

It is up to them to sort it out.

[lippy]

No you're not going nuts!! I too would be livid.

I hate to say this but some dealerships tend to treat women differently - you have to be extra sure of your rights and facts - I have't found this with my current dealer but definitely got different treatment at some other places until I took hubby along.

Stick to your guns and good luck!

[Essexboy]

Name and shame that dealership!

People need to know who these jokers are...

[Topcat]

That is terrible and Lippy is right dealerships do tend to treat women different to men

Im sure you wont let them get away with this, if the company they called in have done something wrong it is up to to the dealership to have it put right, when my re-spray went wrong with a honda approved bodyshop, they were asked to put it right, when they still got it wrong another bodyshop was called in an the original ones had to foot the bill.

Good Luck

[fickel]

Firstly and firmly in writing
Trading Standards state that you must give the dealer a chance to rectify.
Do this and then come back for more advice off the forum.
Contact Honda UK and begin the complaints procedure.
Notify your insurance company now.
If it goes t&ts up after months of wrangling, by reporting this to them, they will pursue the matter on your behalf.
They won't do it retrospectively months after the event
Be firm but reasonable and record times dates names and conversation content

Name and shame

[Kremmen]

Originally Posted by Essexboy

Name and shame that dealership!

People need to know who these jokers are...

Correct - we have info that Honda read these posts for feedback so naming here will help them compile a list of good and bad.

[emmaloula]

Originally Posted by lippy

No you're not going nuts!! I too would be livid.

I hate to say this but some dealerships tend to treat women differently - you have to be extra sure of your rights and facts - I have't found this with my current dealer but definitely got different treatment at some other places until I took hubby along.

Stick to your guns and good luck!

I do often wonder if it's because I'm a woman but then I tell myself off for being so paraniod! Difficult though when you see them approaching clearly talking under their breath.

My fella wants to go around to speak to the service manager about his treatment towards me and thinks that I should be asking for more because of the inconvenience etc but that's just not my way. I'm obviously considered to be a 'trouble maker' by him (the Service Manager) and I hate complaining and confrontation at the best of times.

The reason why I still use this dealership is because it's SO convenient for me location wise although I have previously looked into other dealerships.

On this occasion I'm not even sure that the damage was caused by the dealership as I have damage which is consistent and to the same piece of trim at my front windscreen (which unfortunately I failed to notice until I was having yet another windscreen fitted and the damage was pointed out to me). I did state that regardless of who did the damage, the vehicle was in their care and that they should be able to raise the matter with the third party (had to say all of this to the nice chap who stayed with me whilst the Service Manager stropped off).

If I sit down and think about it, the last few times I've taken my car there for servicing has been fine. It's only when they replace things (ie, body work) that I seem to have problems with them.

My issue yesterday was more with the Service Managers unfriendly attitude towards me which I don't believe was warranted (regardless of his personal feelings, I am the customer right?!). I felt sorry for the nice chap that was with me when he just walked away without offering any resolution to the problem leaving us both stood there.

As for the rear window, because it's rained a lot it doesn't seem quite as bad (or the rain has disguised it) so perhaps it just had some grease on it however again the fella is going to look at it and offer an unbiased view since he doesn't drive her that much. Usually though I am spot on with my car when I sense that something isn't right.

Thanks for all of your replies, it’s made me feel better and I do just LOVE my car to bits, just wish that I didn't worry so much about her all the time! J

[emmaloula]

I will just say that I reckon the damage will cost pennies to fix with regards to the trim. I will be surprised if it costs more than £30/£40 if that to replace and I have been told by the nice chap that it would be reordered for me so am going to give them a week before I chase. I don't need to be going down the insurance/lawyer/Honda UK route.

Plus Honda UK don't care. They have called me several times to discuss my car and services and things and I've always given them very truthful direct answers (which they always claim to be surprised about) and promised me several calls back but never have.

In fact I received one a few weeks ago but I wasn't able to speak to them so arranged a time for them to call me back that same day and they never did.

[cnicolini]

Third party company or not the Honda dealer is still responsible! I would of gone mad if he just walked away. Take his name and report him to Honda HQ, then maybe he'll treat his customers right!
I've complained on many occasions about my local dealer and could nt care less how they feel! I work in customer support and would nt get away with that kind of treatment!

[Topcat]

Originally Posted by emmaloula

I do often wonder if it's because I'm a woman but then I tell myself off for being so paraniod!

I'm obviously considered to be a 'trouble maker' by him (the Service Manager)

After you have had this problem sorted I would change dealerships no matter how convenient it is as you will always have to deal with that Service Manager.

I put up with a dreadful attitiude from the Service Manager at Chiswick who even suggested at one point that I was having problem changing gear because I was a woman !!!

I changed dealerships and it was the best thing I ever did for my sanity.

[Kremmen]

I changed dealerships and it was the best thing I ever did for my sanity.

and yet, the dealership that gave you your sanity back were absolutely useless when I asked about the i-shift upgrade.
Plus I never got any form of service reminder from them.

Going back to the original point though - can you imagine what they would do if you caused the same damage to a courtesy car and just shrugged your shoulders when they asked what you were going to do ?

They damage your property = they repair it.

Name & Shame though - I would

[Ashi]

I had my 25k car service done yesterday on my Civic 2.2 EX (pickup and return from work site).

Picked up at 9.30am and promptly returned nice and clean at 3.30pm even thou at 320 quid it's very expensive (more than service costs on the Golf GTI I had before).

Anyway I went back to work and when I was leaving work noticed a deep scratch in the plastic lower side trim running from the middle of the rear door to the front door on the driver side?

Now it wasn't there before when they picked it up or on there bodywork inspection sheet before they serviced the car?

So I called them immediately and took the car in first thing the next day.

The Honda service adviser had a looked and was puzzled and was how do I say; dubious that it had happened whilst in there care.
I was firm but polite in my response as I know 100% it was not there before or my fault. I also mentioned that I work freelance and this is costing me more money with time spent away from work!

He is now I quote 'Will come back to me and that he has my details'.
I will let you know what happens in due course............

Since I have had my car - I have not been completely happy with the ride quality nor other niggles other people have also experienced but above all it still puts a smile on my face when I drive it and I like the look of the car and the magic seat etc...

However what I have been most annoyed and disappointed about has been Honda Customer Care both HQ who dont give a monkeys/never call you back and the dealerships when requiring help (especially when it not your fault or warranty issues). I suspect this will be my first and last Honda purchase for this reason alone (sorry to go on a bit ).

[Wheelchair]

Lets hope it sorted to your satisfaction, make sure to take a stance and make the dealer pay for the damage.

I had the same thing years ago with a Citroen dealer. My car was scratched whilst serviced, I made them pay to respray the entire door!