Mega bill 5 weeks after major service and MOT

Backbiter

I won't name the dealer as they've been excellent over the past 10 years. Hopefully they'll reinforce my view of them with the way they deal with my complaint. I'll just say it's a Japanese car.

jeannieblue

Backbiter wrote: »

I won't name the dealer as they've been excellent over the past 10 years. Hopefully they'll reinforce my view of them with the way they deal with my complaint. I'll just say it's a Japanese car.

Lordy - if its the one near me, then I really am not surprised. I work for independent Toyota/Lexus garage. You would not believe the state some of the cars are in when they come to us... supposedly serviced regularly. It is really very sad. We've had to 'hammer' off wheels because they have never been removed before.... yet so called serviced the year before etc.

I think it should be the manufacturer that you complain to - not the dealer, but it is your call.

We get rid of our 'hazardous waste' fortnightly - so your garage may still have the discs etc. - you can't just throw them out with ordinary rubbish.

Remember, the dealership are ALWAYS going to be nice to you, firstly, they are paid to do that and secondly, they want to sell you more cars....... doesn't mean they are doing everything properly behind the scenes.. :eek:

Backbiter

Here's my draft of a letter to the dealer

To The Managing Director



Dear Sir,
We are writing to complain about a very unsatisfactory experience that we have had recently with your service department.
We are long-standing and loyal customers of yours, having bought each of our last three vehicles from you since 1998, despite living some 25 miles away. We have always had excellent service from you, which is why we are so unhappy on this occasion.
We brought our vehicle in for its annual service and MOT at the end of August. The car is in excellent order, having been serviced by you since its purchase in 2003. We bought it second-hand from you in late August 2007. The warranty ran until the end of August 2008.
The car passed the MOT and the service reported no areas of concern whatsoever. Every single item was ticked ‘Corrected’, with nothing deemed to be just ‘OK’ or ‘not OK’. There were no comments at all from the Technician. The service included a full check of the entire braking system: pedals, parking brake, power brake unit, hoses, brake lines, discbrakes (“if necessary, renew” – the box was ticked). The service and MOT came to £264.65 including the MOT. I enclose a copy of the service record.

Within 5 weeks the brakes had ceased to function, and the car had to be taken to a garage just half a mile from our house, where it was pronounced undriveable. We could not, therefore, bring it to you for repair and had to have it done there. We were horrified that this failure could have occurred so soon after its major service.

We were, however, in disbelief at the extent of the problem. The repair involved replacing the rear brake discs (£122.08), rear brake pads (£18.04), new brake callipers (£180.68) – total cost of parts £325.80 + VAT. The labour charge was £70, making the total bill £465.06. We enclose the receipt.

The mechanic described the fault as ‘avoidable’ and advised us that the bill was the consequence of inadequate care and servicing. He was incredulous that the car had been serviced just 5 weeks previously. We phoned your servicing department to complain, but the service manager's response left us no alternative but to take the matter further.

I’m sure you appreciate how badly let down we feel. We feel it quite wrong that we should pay out over £200 for servicing only to incur a major and ‘avoidable’ fault so soon afterwards.
We look forward to your reply.

Any comments?

photome

Backbiter wrote: »

I won't name the dealer as they've been excellent over the past 10 years. Hopefully they'll reinforce my view of them with the way they deal with my complaint. I'll just say it's a Japanese car.

Shame you wont name the dealer. Do you want others on here to have the same problems?

You say they have been excellent, how? or have you just been lucky

jeannieblue

I would add -something like, if I do not get a satisfactory reply/explanation from yourselves - I will be in contact with manufacturer etc..

Or better still - sign it at the bottom and cc to manufacturer, send them a copy too.

Dealership will up their game and sort it if know that you have sent a cc (copy) to the manufacturers.

Backbiter

jeannieblue wrote: »

I would add -something like, if I do not get a satisfactory reply/explanation from yourselves - I will be in contact with manufacturer etc..

Or better still - sign it at the bottom and cc to manufacturer, send them a copy too.

Dealership will up their game and sort it if know that you have sent a cc (copy) to the manufacturers.

Thanks for that. I did consider it but I'll save that bullet for when I do need to take it further. I'm vaguely hopeful they might consider making a goodwill gesture. If they don't then obviously I'll tell them I'm going to the manufacturer.

jeannieblue

Backbiter wrote: »

Thanks for that. I did consider it but I'll save that bullet for when I do need to take it further. I'm vaguely hopeful they might consider making a goodwill gesture. If they don't then obviously I'll tell them I'm going to the manufacturer.

I think you are being too kind - bit of a softie!

Good luck - keep us informed.

albionrovers

Never ever be loyal to a car dealer.

kevin197

I'd never use a main dealer, no need to with The European Block Exemption Regulation. You could try www.prestigecarservicing.com next time and save some money. Hope you get a good outcome from your letter.

jeannieblue

kevin197 wrote: »

I'd never use a main dealer, no need to with The European Block Exemption Regulation. You could try www.prestigecarservicing.com next time and save some money. Hope you get a good outcome from your letter.

I'm thinking that most folk know about the block exemption act now - and will find good independents, but no harm in reminding people.

Some people think that a dealership stamp in their service books keeps up the value of their car. I think that they are in a dream world - each to their own.