Compensation query

Carrie1980

I’m looking for some help and guidance regarding an issue with a Ford dealership in regard to my consumer rights and potential compensation. Sorry for a very convoluted explanation but it’s been dragging on a bit to say the least!!

I went to collect my new car on Saturday 29 September. All the paper work had been done and we were just about to go through the handover sheet. It’s a brand new Focus and I’m on the Ford Privilege Scheme. There was then a delay of nearly an hour when the sales guy came over to say that unfortunately the car had been “pranged” – another staff member has gone to get some petrol, come back and collided with another new car (incidentally also brand new and due to be collected that day). A lot of damage had been done to one side of the car – dents and marks across both doors, both the wings plus a chip off the inside of the back passenger door frame.
The dealership was very apologetic, we inspected the car to see the damage and we were told it would be a priority to get it put right. I was given a courtesy car, another Focus (last year’s model) with ¾ of a tank of diesel.

I was called on the Monday by the Sales Manager at the branch (who wasn’t in at the weekend) and was told she would be investigating what had happened and would look into the repair. We were initially told a few days.

Then over the next three weeks I’ve been fobbed off (albeit very politely and apologetically) but been given no real information –other than two new doors had to be ordered – after a couple more phone calls I was told they would take 10 days to come from Ford, and the car had been moved to the body shop at a another dealership close by. There’s been a lot of “we want to get it just right for you” and “it needs to be perfect” but nothing specific.

Fast forward to this week; I again attempted to get more information from the Sales Manager but was given no further information other than she had spoken to the Body Shop Quality Manager at the other dealership who was now back off holiday and “dealing with it.” I rang to speak to him, he had been on holiday for two and a half weeks and in that time repairs had been made to the car but he was not happy the with finish , there was still a dent and some imperfections etc. These needed to be rectified and the car would be painted again. I’m now waiting for a date when the car will be ready for me to collect.
So my question really is should I be looking for compensation (1 will have paid two finance payments but not yet received the car) and if so, how much? Also should I make a complaint to Ford as I don’t feel I have been a priority and they have not really informed me why it’s taken so long? Obviously I do have a courtesy car it’s not the car I have been paying for. Any advice or suggestions gladly welcomed.

DoaM

As long as they don't try and charge you anything for the courtesy car (and I wouldn't expect them to try and charge you for any fuel used if you return it less than 3/4 full) then you're already being compensated.

Carp happens ... whilst their communications could perhaps have been better, it does seem that they're doing their best to get you your intended vehicle in the best possible condition. (Possibly even better than factory-fresh). See if they'll throw in some mudguards or carpet mats (if the car doesn't already have them), or an extension to the service plan. If you don't ask you won't get, but be realistic.

neilmcl

Personally I would've rejected there and then and asked for another new car. I know accidents happen but why would anyone accept a relatively major damaged, albeit repaired car from new. I'd be getting back on to the dealer principal and explain that they've had every chance to repair and you want to exercise your legal right to reject the car.

As above though, you haven't occurred any losses therefore you have nothing to be compensated for.

Muskey

Personally, I would not accept such a badly damaged vehicle and would reject it immediately. You are paying for a new vehicle in perfect condition, not a rebuilt wreck they are having trouble to get right.

pinkshoes

You are paying a premium for a brand new car.

I certainly would not be accepting this one!!!

Reject it and get a full refund or another car.

ess0two

Forget taking a repaired new car, just demand a new car or cancel the deal.

Small prang requiring 2 new doors