Damaged alloy by dealer

[Peter W]

I'm not sure what is worse, leaving your car in long term parking for a holiday or leaving it with a dealer for a service.

My car was booked in for its second service last week at Citygate Ruislip. After previous bad experiences with main dealers, I took the precaution of getting them to sign my own paperwork confirming car was undamaged and wheels were clean with no marks or kerbing. Also asked them to not wash the car as it was clean.

When I went to collect the car and was told everything was completed and I was good to go. I inspected the car again with the service guy and found the near side front alloy had been damaged in two areas. One looked like a kerb scrape and the other looked like a sharp implement had cut into the wheel alloy.
Obviously I was not best pleased, the service guy was not aware of the damage and quickly retreated to pass me onto the service manager, he did his best to pacify me with 'did you drop it off like that' I then explained that his team had signed for it that morning. He then explained that he would get a wheel refurb team to look at it straight away. I told him that this situation was completely unacceptable trying to pass me back a damaged car, it would have been so much better if they owned up to it and said they would put it right, but trying to pass it back to me , a complete own goal. I said that I wanted a new alloy to replace it.

Anyway yesterday, a new alloy was fitted, which has made me slightly happier. I'm still not pleased with the whole experience though. I have two post service feedback questionnaires to complete, one for Citygate and one for VW. I will post some pics of the wheel later.

[Booth11]

Not good    and they should just have come clean, but at least you've got it sorted now. 

Mine's going in next Monday for second service, am dreading them damaging it, though tbh my alloys are so kerbed anyway, I could hardly complain.  Just hope body work remains unscathed and there will be a massive 'DO NOT CLEAN' sign in the windscreen for good measure.

[SRGTD]

Why do dealers assume owners won't notice if their car's been damaged while at the dealership. I was always told honesty is the best policy, and would hope that VW customer service would extend to owning up to damaging a customer's car.

Like both of you, I always dread leaving my car with the dealer in case they damage it. I also be leave a large 'do not wash the car' note in a prominent position in the car, and also tell the service guy it's not to be washed!

Mine is going in tomorrow for the 3rd service and to have a new alloy fitted under warranty. This will be the third attempt to replace the wheel; on the previous 2 attempts, either the garage has damaged the replacement while fitting the tyre, or the new wheel was delivered to the dealer in a less than perfect condition. Hopefully, this will be third time lucky!

[dubber36]

I have one of these to hang from the mirror http://www.i4detailing.co.uk/shop/i4d-do-not-wash-this-vehicle-hanging-dealer-sign.html

When I'm shown to the courtesy car, I'm always asked to check around it for marks before signing the form. After doing that, I always say "right, now we'll have a look around my car before I leave it with you."

[Booth11]

I have one of these to hang from the mirror http://www.i4detailing.co.uk/shop/i4d-do-not-wash-this-vehicle-hanging-dealer-sign.html

When I'm shown to the courtesy car, I'm always asked to check around it for marks before signing the form. After doing that, I always say "right, now we'll have a look around my car before I leave it with you."

Yes, one of those might be handy too.  I normally leave a ridiculously large cardboard sign obscuring the windscreen, so they cannot miss it.  In addition I tell them in person and write it on a luggage label tied to the keys   
As you do, I also walk them round the car so there can be no 'misunderstandings' at collection time.  Still don't trust 'em though 

[charlie]

I always get them to check around my car when I drop it of and the chap that sold it to me always makes sure I have been looked after.  I know this is nothing to do with it but he is only 20 years old which is good because it shows he cares.  It's a shame a lot of these salesmen a lot older than him don't have the same attitude.

[andygo]

I had a Civic type R that had to be taken back to the factory inn Swindon. I made them sign up that the car was completely undamaged and unmarked. It came back with 4 scratched wheels. I got 4 new ones, but thats hardly the point to be frank.

[joe6]

My dealership go around the car with me to note any damage/scratches and make me sign their form. I always point out the undamaged wheels as well.!! Keeps both parties happy. Did the same when they put on two new tyres at a special discount of over 20% and the car has always come back unscathed - as it should.

[khalid23]

i had a similar issue with citygate ruislip when my car went in for two new front tyres - the tyre fitting machine scratched my alloy all around the outside! they offered to repair but i declined and demanded a new alloy. got that sorted asap and £100 john lewis vouchers..... as i live around the corner from them, i have to use them. Have become quite good friends with the service manager and now whenever my car goes in for work, they do a walk around the car and take pictures before being booked in.

[Pld118]

I put a car into a main dealer a couple of months ago (not a VW) for them to investigate battery drain.  Got a call to inform me that the good news is we've resolved the battery drain and have fitted a new battery under warranty the bad news is your car needs a new back end because a mechanic reversed a large vehicle across the workshop, right into the back of your car. 

Not desirable but it was an accident, they were honest and transparent about it all and the main thing is they wee prepared to do a proper job to make good.

The GTi was also recently damaged after I'd left it at the VW dealership (driver's door dented/ very tricky to get out vertical crease).  I saw it as I walked across the forecourt, pointed it out to them and again - whilst annoying and avoidable (it had been carelessly sandwich parked in between cars) they pledged to make good and they did.