Car dealer denied he has scratched my car while repairing or servicing

andylch on 08/05/2017 - 18:28
Last edited 09/05/2017 - 14:17

I dropped in my car to the original dealer for repairing/servicing under warranty, but immediately found several obvious new scratches when picking up my car.

The service manager and general manager both denied the company should be responsible for the damages.

In fact I cleaned and inspected my car carefully few days before I dropped it in, so I know every single inch of my car body well.

I also have the dashcam footage showing that they parked my car very close to some equipment/tools/trolley/boxes inside their workshop for few hours. (this is a big question mark that why they did this… they have a whole outdoor football court for parking customers' cars!)

[Additional Info]
Besides scratching my car, previously they fixed my loosen windshield cowl bar by putting some sticky tape between it and the bonnet!

If you were me, what will you do? Complain to HQ? Fair Trade?

Poll Options

  • 13
    Keep negotiating with the dealer until they admit their fault
  • 26
    Complain to HQ and hope they will intervene
  • 3
    Lodge the case with Fair Trade
  • 15
    Move on and let it be
Automotive

Comments

  • Ryanek on 09/05/2017 - 08:18

    A proper dealer does a vehicle check that you have to sign off before you hand off your car. At this point all you have is your word against theirs. Best you move on.

    • andylch on 09/05/2017 - 11:59

      They never have a proper sign off paper requires me to sign when picking up car.
      In fact, this is not the first time they damaged my car, I still have not settled the last scratches with them, but now they made more on my car!

      • Wolf on 09/05/2017 - 12:04

        this is not the first time they damaged by car

        Do you have any other options on where to take your car? It seems like this mob could just be problematic.

        If you are already cautious of them, it could be worthwhile taking several photos of your car prior to handing it over to them.

        • andylch on 09/05/2017 - 12:37

          Thanks for your advise.

          Because the car is still under the new car warranty, so I need to send it back to the dealer for servicing.

          But photos can help to prove anything? They still can argue that those photos were taken long time ago before "you scratched it by yourself".

        • pegaxs on 10/05/2017 - 08:49
          +1

          @andylch:

          Because the car is still under the new car warranty, so I need to send it back to the dealer for servicing.

          Wrong. You dont need to send the car back to the same dealer you got it from to have it serviced. I am a bit short on time at the moment, but if they told you that load of shit, they are lieing to you and only want your service $$'s. You can actually google the law with regards to servicing your car and warranty and for that matter, being locked to one dealer.

          If they are treating your car that bad and it gets damaged each time it goes in, imagine how much care they take with doing your service work.

          But put this in another perspective. I have worked for stealerships for years and if I had a $1 for every customer that came in claiming we put a scratch on their car, I could easily retire. I got to a point where for my own personal protection, I would do a detailed scratch sheet up and take photos before touching their car. The amount of people that just wanted someone to pay for their repairs and tried this shit on, ruined it for the legitimate complaints.

          My suggestion, when you drop the car off, have your own inspection sheets in the car. Book your car in and request the service manager or a service advisor to inspect the car with you and sign off that the inspection sheet is correct. Compare that sheet when you come for pick up before you pay and get them to sign off on condition after service work is done.

      • Love a bargain on 09/05/2017 - 12:10

        After the last incidence, I hope you have started taking picture / video evidence of the condition of your car before bringing it in for service.

        Besides, since you have ongoing disputes with them, it might be wise to take your car to another mechanic for future servicing.

        • andylch on 09/05/2017 - 12:39

          That's why I have installed a dashcam since the last incidence.

          [repeated comment]

          Because the car is still under the new car warranty, so I need to send it back to the dealer for servicing.

          But photos can help to prove anything? They still can argue that those photos were taken long time ago before "you scratched it by yourself".

        • Love a bargain on 09/05/2017 - 14:57

          @andylch:

          Photos normally have digital time stamps (ie when they're taken). If you take them only moments before taking the car in, they can be strong (although not necessarily conclusive) evidence in your favour.

          Dashcam only shows what happens around the car, but not what happens to the car &, most importantly, not the condition of the car when it's handed over to the dealer.

          Isn't service at any dealership of the same brand sufficient for warranty purpose (ie. At any Toyota dealership for a Toyota car, not necessarily the one that you bought it from)? So if there is another dealership around, can't see why you can have your car serviced there instead.

        • trongy on 09/05/2017 - 22:11
          +1

          @andylch:

          Because the car is still under the new car warranty, so I need to send it back to the dealer for servicing.

          This is not true under Australian law. This article by Choice magazine is good background reading: Car warranties and dealer servicing

  • andylch on 08/06/2017 - 13:16

    Hi all, after further negotiation with the boss of the dealer, finally they offered me a full car detailing service for free and fixed the scratches. Case closed.

  • [Deactivated] on 08/06/2017 - 14:41
    +1

    This is why driving an older car can often reduce stress in your life.

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