dealer damaged car during a service

DereksDontRun

DereksDontRun

DereksDontRun

Associate
Joined
23 Oct 2013
Posts
1,273
More wanting to vent than get any answers, as I'm awaiting to see how the dealer behaves when they phone me back tomorrow.

My M135i is due its 1st service, so booked in (and also requested 2 bmw roundels and both tips to be checked/replaced due to corrosion - which sadly seems a common issue on these). Got to the dealer after work to find they forgot to check/change the roundel on the boot and somehow it has been dropped off the paperwork, despite being on it when I dropped the car off. Sure, mistakes happen, but I was a little annoyed as I had specified it when I booked the service and there was no apology from the service guy, just blamed a colleague for not entering the details on the system... Oh well, was a little miffed as I would have to make a special trip back there, but at least they said they would sort. I'm also confused how they didn't spot it themselves, even without me raising it, as the BMW corrosion warranty states it should be inspected every service and thus I would expect them to notice corroded parts... Anyway, after agreeing a return date I paid the bill and went to my car. While sat in the car I was folding away the paperwork and for some reason thought I'd just check everything written on it - part of the inspection says tyre treads and then scuff on n/s front alloy - hmm, what's that mean, so went to check and there's about 1.5" long curb scrape that's pristine white (on the gunmetal grey) and looks fresh as a daisy... now, I'm 99.9% sure it wasn't there when I dropped the car off - I washed and polished it last weekend and it wasn't there (slightly an4l and know that there's zero curbing on any alloy) so, unless I could somehow curbed the alloy while driving on the motorway during the week (which I've never managed before, and pretty sure I've not even hit a pot hole) and I'm 100% positive I haven't hit a curb when parking (as I know everywhere I've parked in the last week hasn't been with a curb that side of the car), then they have done it... So, back I went to the service dept and spoke with the manager, who again didn't seem apologetic or ever say sorry (which, I would have expected as the 1st thing to have come out of his mouth) - instead it was moaning about mechanics and valet staff not reporting damage... His response is that he'll check the cctv and find out who did it - which I explained isn't addressing the issue of the damage and its solution. He claims that they can refurb wheels on site and will speak with his manager about this tomorrow and get back to me - partially feel that a refurb still leaves it in less of a pristine state that it was when I dropped the car off, but I guess that as long as it colour-matches the other wheels, then ok... I just wanted to shout and scream as they'd damaged the car, but I knew it wasn't going to help, and I just got the impression he thought I was trying to pull a fast one - and I'm now left feeling I need to photograph every panel/wheel prior to handing my car to anyone, just to prevent this.

So, anyone else had their garage kindly damage their car for them, and got it all sorted?
 
How much cctv is he going to check? They must have done an initial inspection? When my wife’s Yaris goes into the local Toyota dealer they take pics of the car as part of the drop off process.
 
I can't help but think given the way you've described the service department that they won't get back to you on it, and when it goes back in for the corrosion work the person you spoke to will conveniently not be in work that day and there will be no record of the damage.
 
IAmATeaf said:
How much cctv is he going to check? They must have done an initial inspection? When my wife’s Yaris goes into the local Toyota dealer they take pics of the car as part of the drop off process.
Click to expand...
And yes when I took my car to be serviced last at a Ford dealership they did a video of anything that was advisory to replace and I downloaded the video from a link they sent me. The advisory work I already knew about and they were replacing it yet still gave evidence of it before work commenced.
 
At least I know/think they haven't ragged the car about - the odometer hasn't increased a mile, so I doubt they've left the site.

Yeah, I just don't think I need to take photos of every panel prior to trusting my car at a dealer - especially a main BMW one... Guess I've learnt my lesson for the future.

Looking at the damage and thinking about it (sorry for the large photo):
52jaer.jpg

If it was curbed (by me or them) then wouldn't the moulding pips be deformed/damaged on the tyre, especially as the tyre is slightly proud of the alloy? Wouldn't they need to remove the wheels to check the brakes during the service? Thus, I'm leaning towards it being damaged then... Or, wouldn't they remove the wheels? Guess I'll need to ask them...
 
I would expect the rubber to be scuffed, that looks more like it was done when the tyre was being fitted.
 
well, it wasn't like that last week and I can't see a reason for removing/replacing the tyre from the alloy, but I could understand the wheel being removed for inspection, and it being damaged while off the car?
 
Had two similiar with both Ford and Audi, both which was to replace an alloy. They had both put a new one on and on pickup noticed someone was too liberal with puttong on the tyres and scoured the alloys.

  • Audi: Initially had tried to cover it up by sanding it and not telling me, which was so obvious as it was a laser cut rim. Had straight away spotted it and disappointed at their obvious cover up (literally part of the laser cut edge was a straight line with very obvious signs around that someone had sanded it). Initially offered a free valet, I said no I reject the wheel and they replaced it after a bit of debate. Disappointing experience as they tried to hide it.
  • Ford: Were actually honest, phoned me to explain what happened and offered me two options, a large discount off the alloy or replace. I opted for replace. They then called me saying their machine had a problem and they took it out of commission and they want to outsource it to a specialist place to make sure of no issues. Proceeded to give a partial refund. Very good experience overall
 
londonbairn said:
Had two similiar with both Ford and Audi, both which was to replace an alloy. They had both put a new one on and on pickup noticed someone was too liberal with puttong on the tyres and scoured the alloys.

  • Audi: Initially had tried to cover it up by sanding it and not telling me, which was so obvious as it was a laser cut rim. Had straight away spotted it and disappointed at their obvious cover up (literally part of the laser cut edge was a straight line with very obvious signs around that someone had sanded it). Initially offered a free valet, I said no I reject the wheel and they replaced it after a bit of debate. Disappointing experience as they tried to hide it.
  • Ford: Were actually honest, phoned me to explain what happened and offered me two options, a large discount off the alloy or replace. I opted for replace. They then called me saying their machine had a problem and they took it out of commission and they want to outsource it to a specialist place to make sure of no issues. Proceeded to give a partial refund. Very good experience overall
Click to expand...

For a dealer to damage the car and admit fault (even if it was a tyre change) - their public liability insurance should cover any damages by their staff. You should not be expected to pay a penny towards anything.

For future services/inspections, I would insist on a handover inspection. Noting down and agreeing any known/obvious visual damage with a rep that is signed by you and countersigned by them to cover both sides against claims.

Shawrey
 
dacads said:
What dealer was this?
Click to expand...
my dealer is a main BMW dealer outside of London.

They've said their willing to refurb the alloy and it's booked in for that, so I'll see how they do. Part of me thinks that I left them a pristine alloy and their offer of a refurb is still less than how the car was. but, as long as it's a perfect match with the rest of the alloy and the other 3 then fine, I'll settle with that. I imagine that if I demand a new alloy there will likely be similar issues of it being a slightly different shade to the other 3, so it's almost leaning towards needing a full set of alloys, to return it to its former state. 1st step is to see how the refurb goes I guess...

Still no apology from them though...

I asked if they removed the alloy and apparently not (and I checked the locking wheel nut, and it doesn't look used), and they measure the brakes through the alloy - so I can only think that it's been scuffed by whatever tools they've used for that.
 
You must log in or register to reply here.
Back
Top Bottom