Damage to caravan during service!!
We collected our caravan yesterday from the dealership where it had its first service 1yr old. Everything seemed OK no damp etc. Had a quick look around it and after waiting approx 30 mins set off home - upon arrival we spotted dents and scratches on the offside panel. We immediately contacted them to say we were bringing it straight back for them to see. They informed us that the van is not their responsibility once left there! I would like clarification on that!!
We returned the van to them and they denied the damage was caused by them - implying the damage was already there when we took it in! The service reception guy had walked round the van when we took it there and commented it was pristine. But after a full blown row on the forecourt they then produced the service engineers report stating that the dents and scratches were already there prior to servicing it! We concluded that upon receiving the van they always check for bodywork damage - but they never do upon collection!!
We took photos of the van prior to taking it to dealership - so we know full well that the damage occurred whilst in their hands. To add insult to injury the motor mover is making an awful noise so yet another problem caused!!
They have agreed to repair the bodywork at their cost - but not until 1st July.
We are two angry Bods and would like to hear your thoughts.
Comments
-
Good Luck and stick to your guns - some of those guys think they can get away with murder! I had an issue with gas fittings being left so loose the gas escaped and I yelled pretty loudly! Trading Standards and Health and Safety got involved - not that it did me any good at all!
0 -
It is always a good idea to go round the van with the engineer or receptionist and confirm it's condition, ie no damage or some existing damage, before any work commences. Repeat the process when collecting the van too. I think it is good practice for a dealer to do this anyway as it stops issues like this arising and covers both parties.
The response from the dealer that once taken from the forecourt it's your responsibility is standard as, just as there are rogue dealers there are rogue customers aswell ( I am not suggesting that is the case here). The onus is on you to do an inspection before taking it away.
Whilst it is very annoying and inconvienient when this happens the dealer has offered to carry out the repairs, probably as a good will gesture, and is an acceptable result. The motor mover appears to be a seperate issue.
I hope that the repairs are carried out to your satisfaction and that inspections are carried out before and after repairs.1 -
We are aware that the van is our responsibility away from the dealership but they stated it wasn't their responsibility whilst there!!
It was checked for damage by the service reception (none was found) then apparently after the damage by the service engineer. The van was with them from Thursday until Saturday so the damage occurred whilst on their premises! They will not accept liability - but have offered to repair the damage as a goodwill gesture.
If we had damaged it we would put our hands up - but they won't!
Still annoyed but its too hot - think I will have a G&T and cool down.
0 -
Lesson learned find another dealer or get a mobile (approved) service engineer for future service/repairs
2 -
Exactly our thoughts - we do know a really good guy who is approved. I think the G&T has helped to calm me down. We have decided to draw up our own vehicle check sheet for them to sign when we take it back for repair and play them at their own game!!
0 -
What did you do in the 30 minutes before you left the dealer?
Did you not spot the dents and scratches during that time?
Did you not detect tbe 'awful noise' from the motor mover when you connected the van to your car, just before leaving the dealer?
I'm not doubting you in any way, but looking at this from the dealer's point of view, they must get lots of people who blame them for problems that suddenly appeared.
0 -
The crack was mentioned to them prior to service and the engineer has stated that it has been caused by impact. We were not aware of anything hitting us. They are going putting in a claim but doubt it will be honoured. If the manufacturers do reject we will take it up with them.
Thank you for the advice about CRA.
0 -
FTAO IanH
The caravan was inspected prior to going into the compound prior to the following days service by the service reception adviser and noted that the bodywork was pristine.It was damaged by them either before the service or during. The vans are stored quite closely together and the damage appears to us as if a door on another unit has been opened therefore denting and scratching ours.
The reason we could not check properly around our van before departure was the arrival and departure of approx 7 others on a very tight forecourt on a busy main road. Plus 30 degrees of sun reflecting from a white caravan without sunglasses makes it very tricky to see anything (it wasn't bright sunshine when we left it there).
We are very upset about this as we always look after anything we own - but they do not!!
We will not post on here again because derisory comments do not help - but thank you to everyone else who have helped us with this and other issues.
0 -
I think the best thing is o get the van fixed by them and make sure itis to your satisfaction and then forget them and move on. I myself use an approved mobile engineer who does a thorough job and if there are warranty problems then I contact the dealer to get them repaired . As I said before they are responsible for repairs under the warranty and if they refuse they are breaking the law and you can take them to court. The mobile engineer saves me around £100 so is well worth it and he does it on my drive where I can watch .
0
