Car body shop won't honour Guarantee

Omgitslurch

My car had a repair done to it just over 3 years ago by the previous owner. The repair itself allegedly had a 5 year guarantee by Parkers Accident Repair, however the area they repaired has started to rust. I initially didn't know the car had any repair so took it to VW who spotted it had been repaired and said that the reason it's rusting is due to them not finishing it correctly.

After tracing the previous owner thanks to the V5C and speaking to them, they gave me the details of where it was repaired, but also mentioned that they took it back a couple of times when the repair was done due to them having it checked by VW who weren't satisfied.

I took the repair centre today, they spent literally 10 seconds looking at it, and then said that the 5 year guarantee would only be valid for the original owner, and when mentioned that as I am in communication with the original owner, they said that even if I got the original owner to come to the place the guarantee would still not be valid.

From my understanding, guarantees tend to actually be insurance policies to cover the work, so is likely either to be registered to the vehicles Registration, or the owners name. So if it is to the name, shouldn't the previous owner still be valid for the guarantee? Though as it's common for cars to be changed after less than 5 years does this make it likely that the guarantee they offer is almost always useless?

I have asked Volkswagen if there is anything they can do to put pressure on the body shop considering they have confirmed it was a poor repair, but unsure what other options I have.

bigjl

Sounds like they could be an approved repairer for an Insurance Co.

To be honest for the amount of hastle involved it is likely going to easier just to get the rust fixed yourself.

What are the details of the rust?

Robisere

I think you may find that the guarantee was non-transferrable and that this would be within paperwork signed by the previous owner, who may have forgotten this fact.

Omgitslurch

The rust is around the rear offside wheel arch. VW say it is due to the fact the body shop didn't reseal it properly. As the repair wasn't done by VW it's not covered by their 12 year corrosion warranty. The car itself was built in 2011, so would if been nearly new at the time of the repair.

AdrianC

Omgitslurch wrote: »

I took the repair centre today, they spent literally 10 seconds looking at it, and then said that the 5 year guarantee would only be valid for the original owner

Since you have no paperwork for the guarantee, you can't do much about that except ask them for a copy of the documentation which shows that it's non-transferable.

It is, of course, entirely their prerogative to place whatever Ts & Cs on a warranty they wish, so long as your legal consumer rights aren't infringed, and so long as they aren't legally unfair. I can't see how this is either. It's not a terribly uncommon condition, either.

martinthebandit

You need to find a way to get an insurance company to take up the case on your behalf, either your own current insurers or the original insurance company that paid for the repair (I assume it was accident damage that needed repairing)

You will be surprised how helpful the body shop will become.

straighttalker

Suck it up and get it repaired yourself.

Don't know why you expect VW to put pressure on the bodyshop either?

Omgitslurch

AdrianC wrote: »

Since you have no paperwork for the guarantee, you can't do much about that except ask them for a copy of the documentation which shows that it's non-transferable.

Was going to ask them for a copy but the guy decided to just walk away into the workshop. Customer Service not seem to be their strong point. If their T&Cs is air tight then not interested in trying to get me to have it sorted via them.

martinthebandit wrote: »

You need to find a way to get an insurance company to take up the case on your behalf, either your own current insurers or the original insurance company that paid for the repair (I assume it was accident damage that needed repairing)

You will be surprised how helpful the body shop will become.

Is an interesting approach, can't see how mine would be interested or care, however wondering about the original insurance company if it was done via them, as technically they could be classed as the customer, and therefore be valid for the guarantee... but might be completely wrong.

straighttalker wrote: »

Suck it up and get it repaired yourself.

Don't know why you expect VW to put pressure on the bodyshop either?

Not my fault it's rusting, and not a company I'd choose, so not going to just roll over at the first hurdle. If ends up no way of getting it sorted in some way via the guarantee in some way then so be it. I'm sure companies appreciate your suck it up attitude though.

The extra bit of information regarding VW is that when they inspected the car is that they said if it is covered by a guarantee, then they will be able to do the repair and claim for it via the guarantees insurance details. So they do have some sort of vested interest in doing some sort of token action to see if it'll prod the body shop into action. I am expecting that likely they'll say that they can't do anything, but anything is worth a try considering there is a chance of work and cash for VW.

jk0

How long have you had the car? Did you get it from a garage rather than from the original owner? If you've only had it six months or so, I'd guess you might have some claim against the garage.

Also, do you know who was insuring the car when it was repaired? I wonder if it might be worth changing to that firm when you renew and then asking them to pursue the guarantee.

bigjl

Omgitslurch wrote: »

The rust is around the rear offside wheel arch. VW say it is due to the fact the body shop didn't reseal it properly. As the repair wasn't done by VW it's not covered by their 12 year corrosion warranty. The car itself was built in 2011, so would if been nearly new at the time of the repair.

This is a cautionary tale for those who get referred to the Insurers Approved Repairer.

You have the option to have the car repaired where you want, they use the lack of courtesy car as a way of making you go there.


If the repair was poor enough for rust to come through then I get it fixed, or at least treat the rust now with KuRust or similiar.

Omgitslurch

jk0 wrote: »

How long have you had the car? Did you get it from a garage rather than from the original owner? If you've only had it six months or so, I'd guess you might have some claim against the garage.

Also, do you know who was insuring the car when it was repaired? I wonder if it might be worth changing to that firm when you renew and then asking them to pursue the guarantee.

Have had the car for over 2 and a half years, bought it from the VW Dealership. Don't know who it was insured with at the time of repair, but I am in contact with the original owner, so may be able to find out from them if they still remember.