Dealership has mullered my paint - advice on recourse?

[kombisnaps]

So van went in to tackle my leaking drivers door, and has come back with what I can only describe as a scouring pad wash.

The swirling and scratches is insanity. To top this off, I only just had the van detailed and ceramic coated last week.


Wondered what steps I should take, as I want them to pay to have it rectified. if anything it just shows a disregard for the van - came back patchy and looks like theyve just wiped it with a cloth full of grit - images and video below, and also what it looked like before.

I've just called to lodge a complaint and am awaiting a return call - but wanted to know if anyone has had to do something similar.

Is more galling as the van was flawless before it went in. Pictures attached, and one from previously.


thanks in advance.....

 

[Bav]

I'd take it back to your detailer and get a written quotation for restoring back to the condition it was when it left their workshop and, perhaps, a written appraisal of the current state of its paintwork.

Whatever that quote is would be what I'd be gunning for from the dealership and, given the timeline you've provided, I wouldn't be willing to settle for anything less.

 

[kombisnaps]

I'd take it back to your detailer and get a written quotation for restoring back to the condition it was when it left their workshop and, perhaps, a written appraisal of the current state of its paintwork.

Whatever that quote is would be what I'd be gunning for from the dealership and, given the timeline you've provided, I wouldn't be willing to settle for anything less.

Yeh I'm having him write up a quote to amend the damage and am also going to cc him in direct when i email over all the evidence so that he's in the loop.

Apparently VW say they use external contractor to valet - so they'll have to chase them, but I wonder if that's just a way to eek it out. Essentially I'll just be saying I want you lot to sort as VW are responsible for looking after my vehicle.

Along with costs for re-detailing - I'm in two minds as to whether to ask for some compensation too.

 

[Bav]

Along with costs for re-detailing - I'm in two minds as to whether to ask for some compensation too.

Yeah, in an ideal world, that would be fair and equitable, but I doubt that'll be offered (hope I'm wrong though).

 

[kombisnaps]

Yeah, in an ideal world, that would be fair and equitable, but I doubt that'll be offered (hope I'm wrong though).

Mmmmm - let's see and find out. I'm still just amazed at how negligent it seems.

 

[Sasquatch]

As above, get the quote from your detail to rectify it and give them 14 days to undertake to effect the rectification required.

If they don't them print off the small claims form, fill it out, and serve a copy on them giving them 7 days to resolve it the issue.

If that doesn't work submit the forms to the court and from thwt poi t know any further costs are theirs to bear. They'll know this, and they'll also know it'll be less expensive for them just to settle up before that point. The two times I've gone down thstnroad each business has settled at that point.

Small consolation now for you, but I always tell them not to clean my vehicles. If they're not wrecking the paint they're rooting through the glovebox or smoking/vaping in there.

Best of luck.

 

[kombisnaps]

As above, get the quote from your detail to rectify it and give them 14 days to undertake to effect the rectification required.

If they don't them print off the small claims form, fill it out, and serve a copy on them giving them 7 days to resolve it the issue.

If that doesn't work submit the forms to the court and from thwt poi t know any further costs are theirs to bear. They'll know this, and they'll also know it'll be less expensive for them just to settle up before that point. The two times I've gone down thstnroad each business has settled at that point.

Small consolation now for you, but I always tell them not to clean my vehicles. If they're not wrecking the paint they're rooting through the glovebox or smoking/vaping in there.

Best of luck.

yeh - ongoing there'll be a massive sign in the cab saying don't wash it.
Thanks for the above - good call on the time limit of 14 days. I'll make sure to put that in to the email and go from there.

Cheers and will keep you looped

 

[oldiebut goodie]

There used to be a printable instruction to not wash somewhere on here. I'll see if I can find it.

 

[oldiebut goodie]

 

[Sasquatch]

Thanks for the above - good call on the time limit of 14 days.

Aye, if it goes to small claims you have to be seen to have been reasonable. 14 days is a perfectly reasonable period for the organisation to investigate a simple and straightforward incident and to offer to resolve it.

Any less may be seen as unreasonable, any more and you risk them trying to string it along in the hope you give up.

keep it polite and businesslike no matter how narked you may be (and I'd me mighty narked in your shoes!) and that's your best chance for a businesslike result.

Keep your invoice from when you had it professionally detailed, make a note of the date, time, and name of anyone you speak with, and keep a copy of all letters you send. If you live near enough deliver the letters by hand to avoid any 'we've not had any letter' type excuses.

Hopefully they'll move to resolve it quickly, little strategic business sense in foxtrotting you about for what is a relatively minor sum when to end up in small claims will cost them more, trash their reputation, and having a CCJ against them won't make business any easier.

Fingers cross, looking forward to see how goes.

 

[TallPaul_S]

Have you got any pics of your van with the same lighting as the pics after the dealer had it? all the pics I can see you've posted don't have the strong single light point that shows swirls. Any black van can look swirl free without the correct lighting. This will help your case massively.

This is my van. Pain looks perfect, right?


Nope. It's actually a swirled, scratched mess. But you can't see that in the light above. It needs a 2 stage correction minimum before any ceramic coating.

 

[kombisnaps]

Have you got any pics of your van with the same lighting as the pics after the dealer had it? all the pics I can see you've posted don't have the strong single light point that shows swirls. Any black van can look swirl free without the correct lighting. This will help your case massively.

This is my van. Pain looks perfect, right?
View attachment 263481

Nope. It's actually a swirled, scratched mess. But you can't see that in the light above.

I have videos from the detailer showing differences in before and after his work using a torch light etc - Have included them in the folders I'm sending over, and also he did a walk around at the end too. So hopefully should be covered!

 

[kombisnaps]

Aye, if it goes to small claims you have to be seen to have been reasonable. 14 days is a perfectly reasonable period for the organisation to investigate a simple and straightforward incident and to offer to resolve it.

Any less may be seen as unreasonable, any more and you risk them trying to string it along in the hope you give up.

keep it polite and businesslike no matter how narked you may be (and I'd me mighty narked in your shoes!) and that's your best chance for a businesslike result.

Keep your invoice from when you had it professionally detailed, make a note of the date, time, and name of anyone you speak with, and keep a copy of all letters you send. If you live near enough deliver the letters by hand to avoid any 'we've not had any letter' type excuses.

Hopefully they'll move to resolve it quickly, little strategic business sense in foxtrotting you about for what is a relatively minor sum when to end up in small claims will cost them more, trash their reputation, and having a CCJ against them won't make business any easier.

Fingers cross, looking forward to see how goes.

To be fair the rep I'm speaking to has been good and pretty much said they'll push to sort it etc.
But yep I'll be staying firm and business like (thankfully used to it from running me own co anyway).

All comms is on email so good papertrail, and have detailer as witness and support to push it through if anyone pushes back.

And yeh - to be fair the correction work needed is about £600 - so isnt mega bucks at all.

 

[TallPaul_S]

I have videos from the detailer showing differences in before and after his work using a torch light etc - Have included them in the folders I'm sending over, and also he did a walk around at the end too. So hopefully should be covered!

OK good - some detailers only do 'reflection' after shots which are useless for actually showing the reduction in swirls, it really annoys me when they do this as if they've done a good job, why aren't they showing it in same light as the before pics? Lighting can hide a multitude of sins...

 

[kombisnaps]

OK good - some detailers only do 'reflection' after shots which are useless for actually showing the reduction in swirls, it really annoys me when they do this as if they've done a good job, why aren't they showing it in same light as the before pics? Lighting can hide a multitude of sins...

Yeh tell me about it - WhatsApp Video 2024-10-13 at 10.33.43.mp4

Quick vid here (you should be able to access) where detailer is showing paint under torch light etc.

 

[TallPaul_S]

Yeh tell me about it - WhatsApp Video 2024-10-13 at 10.33.43.mp4

Quick vid here (you should be able to access) where detailer is showing paint under torch light etc.

Quality of that video isn't great but it does look like the stage 1 got rid of the light swirls (leaving some deeper marks) which the dealer 'wash' has re added (but 10x worse!).

Good luck with the dealer.

 

[jayc001]

Had this on a 3 month old Peugeot after it went in for warranty work. Complained and they had to get it fully machine polished. Turns out several cars that day were affected and valeter sacked. Since then always request no wash please.

 

[kombisnaps]

Quality of that video isn't great but it does look like the stage 1 got rid of the light swirls (leaving some deeper marks) which the dealer 'wash' has re added (but 10x worse!).

Good luck with the dealer.

Well if it looked like it does now after 8 hours of a stage one detail, I think I’d tell my detailer to get a new career

 

[Dave A]

View attachment 263480

I'm taking mine to Lancashire Van Centre (Preston) on Monday. They reckon quite a few owners say don't wash. When booking in they put a label on the key stating "Don't Wash". I'll have a try at printing this one. Can't have too many.

 

[BuilderJay]

Being in the forces when I was young (Marines) why is the population of the uk being so anal over trivial things. Just give the bill to the dealer who will obviously pay and move on. It’s not

Auschwitz is it not!​

Sorry but I’d rather get the problem solved and move on rather than slag off a dealer or whoever that damaged your paint.
After Iraq and Afghan life’s too short to worry about a bit of dirty paint!
Hope you get it sorted ok?