Incorrect car repairs - VERY dangerous!

MercilessKiller

Hey there.

My car recently misfired and broke down due to an injector (I don't know what that really is, but it's what the AA told me...)

I took it to Nationwide Autocentre under recommendation from the AA.

They replaced the injector in a few hours for £150. All good right?

I took the car and drove it up the M6, and after 30 minutes of motorway driving, the car started decelrating quick. I pulled over and could smell a HUGE stench of petrol... There was also some smoke/steam/something coming from the bonnett.

I rang the AA who came out, and showed me that the fuel pump had detached and was spraying petrol all over the engine!!!!!!!!!!!!!!

He said this was as the garage FAILED to correctly fit the fuel pump after repair work. There were several large screws missing, and the fuel pump wasn't correctly clicked in place. He showed me the process of fitting it, and after he was done it was absolutely solid. Wouldn't move.

He gave me an official AA report saying that the fuel pump had been incorrectly applied, and told me it was incredibly dangerous and that I'm very lucky!

Well, I'm absolutely fuming as you can imagine! My life was in risk because of the garages negligence?!?!

Any ideas where I should put my complaint? Imagine if the engineer does it again and again??! I thought about telling the branch but they may ignore it if it's the managers fault or something.. Possibly trading standards, though I'm now thinking I should write to head office to see their action first?

Suggestions would be nice. Thanks :beer:

Justicia

MercilessKiller wrote: »

though I'm now thinking I should write to head office to see their action first?

Probably what I would do, enclosing a copy of the report and any paperwork from the 'repair' itself.

sneezyboots

Hi,

this may be of some interest to you: https://www.theaa.com/motoring_advice/legal-advice/complaints.html

also, most garages belong to some kind of standard trade thing, like the plumbers are corgi, there is a car thing but i can't actually remember what it is called, but the reason i am telling you this is because last year something to do with my brakes needed replacing during my mot which i got done, then a few weeks later my brakes seized and i skidded to a stop (thankfully on a quiet road). as my uncle is a mechanic he came with his trailor to get my car and had a look at it and realised the thing which was replaced was actually put on the wrong side (they have right and left ones) so went with my car to the garage and told them what was wrong and as soon as he said "to be honest i think this needs reporting to the ******" they couldn't stop apologising and replaced it correctly plus gave me twice the money i paid to have it done back. so if you can find out what the *s stand for i would just use that.

sorry i can't actually remember the name of the standards company thingy

dreamypuma

About two months ago, my GF had an issue with Nationwide Autocentre too. Her car suffered a puncture a week after the major service was carried out by NA. When we went to replace the wheel we were to release the the bolts and in particular the the loacking wheel nuts. This was because NA had fastened the bolts to the incorrect torque setting.

Greenflag attended the incident and attempted to release the bolts. In doing so they damaged the locking wheel nut. This resulted in about £60 of expense to resolve the issue.

We complained directly to the NA branch manager and left him with a letter with copies of all receipts. The letter was CC'd to the regional manager.

In fairness, we received a letter of appology, about four weeks later. They didn't accept liability, but set a cheque for £60 by way of goodwill.

The branch we used was the one in Walsall. They were quite polite and did take the whole issue very seriously.

In light of other feedback I have had about NA, my own and my GF's experience, I can't help but think that NA are just plain useless.

Yes they appear professional, non-offensive and polite, however the mistakes they make are shocking. I can't recommend them anymore.

MercilessKiller

Thanks for your replies.

No further costs are required luckily, though I'm still just worried about the safety of that garage. It would be useful if someone could give me the name of the authority that I should complain to (or at least threaten!)

They have to accept liability for this imo. Literally the first drive after I got the car back and it breaks down because the fuel pump isn't attached properly?? There are a few big screws obviously missing too, and surely if they were already like that they should have told me! So they have done something wrong for sure!

Thanks for your replies so far

Blacksheep1979

I'd be looking at getting the labour charges from the original job refunded - they've given you a new injector, just haven't actually done the job with regards the labour part.

Also really need to get head office to shove a rocket up their !!!! about this and maybe get onto the AA about who they reccomend.

MercilessKiller

Ok so I'll write to head offie and provide photocopies of all documentation.. Should I specifically ask for a refund for labour in my first letter to them, or for the first one just outline my complaint?

Thanks

dreamypuma

MercilessKiller wrote: »

Ok so I'll write to head offie and provide photocopies of all documentation.. Should I specifically ask for a refund for labour in my first letter to them, or for the first one just outline my complaint?

Thanks

When writing a letter of complaint, never blur the issue by asking for anything other than a response. I find that asking for goodwill or compensation compromises your integrity and motives.

Express your disappointment and question their ability to deliver a service. Raise your concerns over the possibilities of other issues which may not have come to fruition yet. Let them know that you are unable to recommend their service to others due to a lack of confidence and make sure they understand that you have marked concerns over using there service in the future.

Suggest that as they have breached your confidence, you may have the vehicle inspected for other unknown issues that they may have caused through their lack of competency.

Make clear that they have compromised the safety of you and your family / passengers through their inability to fulfil their contracted works in a competent manner. For this privilege you have paid good money, which you resent (in light of the evidential circumstance).

Intimate that you may refer the issue to trading standards for further investigation.

Offer them a reasonable time frame to respond within.

Then let nature, and morals take their course.

MercilessKiller

Wow. I think I might have to copy and paste that pretty much! Thanks very much dreamy

Will write a letter tomorrow morning and photocopy all the receipts and notes etc...

In all honesty I do hope the idiot engineer hasn't screwed up other cars like mine !!!!

dreamypuma

MercilessKiller wrote: »

Wow. I think I might have to copy and paste that pretty much! Thanks very much dreamy

Will write a letter tomorrow morning and photocopy all the receipts and notes etc...

In all honesty I do hope the idiot engineer hasn't screwed up other cars like mine !!!!

Well hopefully your letter will set this bunch of cowboys straight. If it keeps just one other motorist safe from this garage, then you will have done the right thing. Good luck mate.

P.S. Sat 20th Milton Keynes Dons! Bring it on.

MercilessKiller

Well I'm going to the game on boxing day so I hope we beat the MK Dons haha!

Thanks again for your advice