Please help, no idea where to turn!!!

robinbyron

I'm writing this largely on behalf of my parents who are in their late 60's/early 70's.

A couple of months ago they sent their car in to Nissan Westway in Birmingham for a service. When the car was returned to them they noticed it was making a very loud knocking noise. Once they got home they called the garage who told them to bring the car back in, my parents asked if it would be ok to drive, and they were told over short differences it would be fine.

They didn't drive the car again until they returned it to Westway, but on the way there it broke down. They had it taken to Westway who said that the bearings had gone and that the engine would need to be replaced.

My parents were understandably shocked to learn that they were going to have to pay for the engine replacement.

We're fairly certain that Westway made an error as the car was in full working order when it was taken in.

Westway claim they told my parents about the noise (the noise is noted on the service report) and that it was definitely making the noise when they moved the car from the car park to the garage (it wasn't).

Nissan and Westway refuse to accept that it was there fault, but have both agreed to make a goodwill payment of 50% of the cost to replace the engine, leaving my parents with a bill of £2800 for the work.

I don't really know where to go with this, they want to pay it to get it all over with as both Nissan and Westway have messed them about so much and they are getting tired of pursuing it.

I'm trying to be open minded but ultimately I keep coming back to the fact that the car was fine when it went it, and broken when it came out.

Any advice would be much appreciated.

Love and hugs

Rob

DoaM

Obvious questions ...

Which specific model is the car?
What reg year is the car? (i.e. how old?)
How many miles has it done?
What service history does it have?

Les79

The bit I find odd is when you mention that the service report had noted this issue...

Why didn't your parents address this point on the day?

Plus, you state "that it was definitely making the noise when they moved the car from the car park to the garage (it wasn't)."

but how do you know it wasn't? Were you on the job helping out the engineers?

LilElvis

Were your parents given the report which notes the noise when they collected the car after the service?

robinbyron

@DoaM
It's a Nissan X-Trail
Not sure on the year or miles, but it would be relatively high
It has a full service history, always with Nissan or one of their Westway garages

@Les79
I believe they wrote it on the form and told my parents, but just said "it's making a bit of a noise" when my parents drove it away from the place (which isn't very far from their home) the noise was very loud, they called the garage once they got it home.
I know that it wasn't making a noise when it was dropped off, and it's unlikely it would go from silent to making a very loud noise in the time it took them to drive it from the forecourt to the garage.

@LilElvis Yes they were given the report.

I see what you're getting at, don't get me wrong, I'm not one to immediately point the finger at the mechanics, but I can't believe they let my parents drive it home making the noise it was, nor can I believe that they told them it was fine to drive over the phone.

My suspicion is that they drained the oil and then accidentally started the car, realised their mistake and quickly turned it off and filled the oil and hoped it would be ok. The car made a noise that maybe they thought might go away, so they noted it on the service as something that was happening when the car arrived.

forgotmyname

robinbyron wrote: »

@DoaM

My suspicion is that they drained the oil and then accidentally started the car, realised their mistake and quickly turned it off and filled the oil and hoped it would be ok. The car made a noise that maybe they thought might go away, so they noted it on the service as something that was happening when the car arrived.

You may suspect that but can you prove it? Was it noted on the service sheet handed to them when they collected the car?

Who recovered the car when it broke down? Any verdict from them?

Les79

robinbyron wrote: »

@Les79
I believe they wrote it on the form and told my parents, but just said "it's making a bit of a noise" when my parents drove it away from the place (which isn't very far from their home) the noise was very loud, they called the garage once they got it home.
I know that it wasn't making a noise when it was dropped off, and it's unlikely it would go from silent to making a very loud noise in the time it took them to drive it from the forecourt to the garage.

Ok, so why didn't your parents immediately turn round and say:

"Hang on a sec, there was no noise when we handed it over to you and now there is. We want this fixing as this is something that you've caused" ?

m0bov

Bet they forgot to fill it with oil. Any dash lights on?

Raxiel

If you're sure they are responsible, Tell the garage that you are going to commission an independent report, and if this report confirms your suspicions you will be seeking to claim back both the cost of the report and repair from them, through the courts if necessary.

Unfortunately If the report determines it was down to wear and tear, and just an unfortunate coincidence, then you'd still be facing the same repair bill as well as the cost of obtaining the report, so you would have to judge the risk.

If they know more than they are letting on, they may well magic up a better 'good will' offer to avoid extra costs. If they stick to their guns you'll have to decide what to do next.

I'd suggest finding an independent Nissan specialist and getting quotes for both the inspection and the repair (even without the current Nissan discount they may come in cheaper)

JJ_Egan

Bearings high mileage wear and tear .
A service would not have touched the bearings .

No oil bearings wear quickly but not as quickly as you suggest .

pinkshoes

JJ_Egan wrote: »

Bearings high mileage wear and tear .
A service would not have touched the bearings .

No oil bearings wear quickly but not as quickly as you suggest .

They would drain and change the oil though...