Serviced car with no scratches, car returned with scratches. What to do?

Jamesrulez1 on 29/10/2019 - 14:08
Last edited 29/10/2019 - 17:52

I took my car to a Honda dealer to have it serviced and it was returned back with the following two issues

  1. The indicator issue that I flagged where the blinker would not disengage properly is a direct safety issue and it was the only concerned I had with the car that I wanted to be looked at when taken in for servicing. This was not looked at even after I explicitly called it out at the start.

  2. I had informed that my car was ceramically coated and had asked to not have it washed if it would damage the protection or the paint. I have hand washed my car since I've had it and it had 0 swirls or major scratches. It now has swirl marks all over the body and a huge straight scratch on the front.We went to inspect the cars that came out of the car washing machine where I showed the other cars with the same scratches (even ones with the same straight line scratch) that were caused by the machine/drying process.

Is there anything I can do? I'm thinking of escalating this up further and further because the guy made some very wild claims like "all the executives use the same car wash". I'm thinking of going straight to those executives and asking.

Has anyone had similar experiences and what happened to you? What was the outcome?

EDIT: The rep sent me an email saying that he spoke to upper management and CC'd the local manager. In the email the rep mentioned there's nothing he could do.
I sent a replyemail saying i'm chasing it up with head office from the top down and now the local dealership has set up a "meeting with management" to see if there's something they can do. Will keep y'all updated.

The rep that messed up also called the person who coated my car and tried to trip him up by adding false processes such as buffing the coating right (this shouldn't be done as it should be left to cure) after it's applied to try and find any excuse to put the blame on the coater.

Poll Options

  • 5
    Can't do anything
  • 78
    Push to have car polished/detailed
Automotive

Comments

  • brad1-8tsi on 29/10/2019 - 14:22
    +4

    I'm not sure what the executive reference is but take it back and if the service writer can't fix it ask to speak to the service manager. If he doesn't care then ask for the dealer principal.

    Top tip: Put a sign on the mirror saying "don't wash me" as the car wash dudes don't look at the service sheet.

    • Jamesrulez1 on 29/10/2019 - 17:53

      The rep wouldn't let me speak to the service manager but claims he did. After I escalated by saying i'm going to head office, the service manager has set up a management meeting to bring up this issue.

      I'll know for next time to hang up the sign. I have video evidence of this with my dashcam as well if needed.

    • OZBMate8911 on 30/10/2019 - 22:12

      I see posts on FB detailing groups all the time about the "don't wash me" tags. They work…most of the time.

  • jparga on 29/10/2019 - 14:24
    +6

    If car was ceramic coated how got the marks??? should have not that coat protect it?

    • kahn on 29/10/2019 - 14:30
      +4

      Nah, coating manufacturers like to exaggerate their protection. Some like to say that it helps prevent scratches, but that claim is highly dubious. You've still got to look after the car.

      Edit: ceramic coatings add an extremely thin layer of protection on top of the clear coat that can still be scratched, but better than letting it happen to the clear coat.

      • ausdday on 29/10/2019 - 14:42
        +13

        Why didn't OP protect his ceramic coatings, with another ceramic coating?

        • kahn on 29/10/2019 - 14:44
          +4

          That is…genius!! Seriously though, some people do opt for two coatings.

          • Kangal on 29/10/2019 - 15:11
            +1

            @kahn: Can you vinyl wrap the double-ceramic for extra protection and warmth in winter?

            • kahn on 29/10/2019 - 15:14
              +4

              @Kangal: If you did that, then you'd be mad not to put a layer of coating on top of the vinyl as well.

              • Kangal on 29/10/2019 - 15:15
                +1

                @kahn: Okay, I'm dead.
                Too much coatception!

    • Master Bates on 29/10/2019 - 14:30

      Ceramic coating does not last forever, it depends on the age of the car and whether the coating has been maintained.

    • [Deactivated] on 29/10/2019 - 14:42
      +1

      Ceramic protection practically only protects from abrasives in the air like sand being blown by the wind.

      Any advertising to the contrary is heavily nuanced BS.

  • kahn on 29/10/2019 - 14:28
    +2

    That sucks and I'd be kicking up a stink too, but my advice would be, in future, to provide written instructions stuck to the dashboard because client instructions can be forgotten or not passed along the chain of staff. I knew of one coating manufacturer who actually had a sign or sticker for their clients that read something like "This car has been protected with "blah blah" ceramic coating. To avoid damage, anyone servicing this car is advised not to wash the vehicle."

    I'm sure Spackbase will chime in soon…

  • dogboy on 29/10/2019 - 15:11
    +1

    This is unacceptable. They need to repair the damage done to your car and address the issue with their car washer.

  • Press2 on 29/10/2019 - 15:25

    How old is the ceramic coating on the car? Was it professionally applied?

    If the dealership was to send it to the detailers for a paint correction the ceramic coating should be re applied.

    I like the "all the executives use the same car wash" - there's a really nice Maybach here in Adelaide that looks like its been washed with rocks in the sunlight…

    Like brad1-8tsi recommends get a hanging sign stating not to wash the car, from what i've seen at dealerships they have little to no care with the wash process.

    • Jamesrulez1 on 29/10/2019 - 17:54

      2 weeks. Professionally applied.

  • RyanMK on 29/10/2019 - 15:42

    I think the problem isn't whether the car was ceramic coated or how long was it since the coating was applied.

    The issue I see is he explicitly told them not to wash the car, and why he did not wanted it washed, yet the proceed to wash the car anyway.

    For future reference, I recommend putting a sticky note or something on the steering wheel reminding them not to wash the car.

    • Jamesrulez1 on 29/10/2019 - 17:55

      I know for next time now. I looked at my service receipt comments description and it was blank. The rep insisted he wrote it down yet I see nothing on it.

      Good thing I have dashcam evidence but i'm not sure if they'll just try and flip it on me by saying it was always there. This rep is full of bullshit and has wasted so much of my time.

  • plmko on 29/10/2019 - 15:46

    Just move on, because really the same guys that scratched it and now you're relying on them to fix it….what do you think will happen?

  • Ocker on 29/10/2019 - 15:50
    +5

    I love the comment "all the executives use the same car wash" - why not as they are all driving dealer provided cars so what do they care.

  • nubzy on 29/10/2019 - 16:37
    +1

    Happens after you take it to panel beaters as well. They don't care, just give it a quick wash and out the door with swirls and all! Buy a hang tag saying "DO NOT WASH" and put it on every time you take your car in for servicing or repair work, I don't trust anyone to wash my car but myself, most people are ignorant and don't understand proper wash technique/how swirls are formed.

    • bmerigan on 29/10/2019 - 22:48

      On the other hand, the only work I've had done at a panel beater the car wasn't cleaned before being returned.

  • ThatKiwiFella on 29/10/2019 - 17:07

    I’d be pushing to have the car detailed, but the dealership detailer probably won’t make it look much better, possibly worse

    • Jamesrulez1 on 31/10/2019 - 14:32

      Yep they offered to fix it but only with a polish (no paint correction or buffing) and by reapplying an inferior coating.

  • omguleh on 29/10/2019 - 18:11

    When I got mine coated they actually gave me a hanger that says do not wash to put on the rear view mirror.

    Luckily the dealer had premade a4 plaques that stick to the windshield saying DO NOT WASH.

  • Tee Rex Arms on 29/10/2019 - 18:29

    You sound like fun at parties

    • Jamesrulez1 on 29/10/2019 - 22:49
      -1

      You sound like no fun at parties

  • Zerofive on 30/10/2019 - 09:46
    +1

    https://www.reddit.com/r/AutoDetailing/comments/dotfwi/deale…

    Read that, it's similar and might help you

    It's two posts the one I linked is the latter one

    • Jamesrulez1 on 31/10/2019 - 14:29

      Thank you for linking that. I forgot that it's possible to leave reviews. At least it will help anyone else from going through the same wild goose chase i'm going on right now.

  • the Unforgiven on 30/10/2019 - 10:28

    Push them on these matters,
    if they do not satisfy you on all matters,
    contact head office.

    When I had a problem with a Honda dealership,
    and the dealership did nothing to fix things,
    I wrote to head office,
    and head office came down on them like a ton of bricks.

    Keep details of everything,
    write down dates and times and who you contacted at the dealership.
    Write everything down, then contact head office,
    either phone them or write to them.

    all the best

  • wannagrababargain on 31/10/2019 - 13:23

    I always decline the "complimentary wash" from mechanics. Sorry to hear that the didn't follow your instructions :( and then having them trying to justify it after the fact arrrgh! You should get a quote from your detailer to fix the damage, then you will have an actual $ amount of damages to claim against them. Don't let them have 'management discussions' and try to offer you this and that. Keep it simple: "You damaged my car, it will cost $xx to fix, you owe me $xx." And direct your claim to the dealer principle, in writing, not at the service rep over the phone.

    As far as your indicator issue, not sure why that needs to be discussed here? Did they invoice you for it? If they didn't do any jobs you asked for then just take the car back…but I wouldn't bother anyway now if you are trying to get money off them for the damage then you should sever the customer relationship.

    PS. I know you want to add more authority to your claim but the whole ceramic coating thing is a red herring and I wouldn't even bring that up. Focus on the actual damage caued. Coated or not I won't let anyone wash my car, especially in an automated car wash!!

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