Dealership caused damage to paintwork TWICE, within the space of a few days!

BraveHeart

Hi team MSE,

I have had an abysmal time with an Audi dealership in London having taken my car for a warranty repair (rear driver side seatbelt) on 24/05; the car was inspected and I was informed to bring the vehicle back on 14/06 for the work to be completed.
The warranty repair was finally completed on 17/06 after me chasing multiple times for an update.
- I happened to call Audi Insurance Customer Support and was informed the warranty claim was only submitted on 14/06!!!

Having picked up the keys from the dealership and heading to my car, I noticed a chip in the driver side door panel and damage to the bottom edge of the door - I immediately addressed the issue with a the Aftersales Manager who initially denied responsibility stating video of the car would need to be reviewed next week. I stood firm knowing fully well the damage was new plus I had taken pictures myself on the day I dropped off the vehicle which I could have shown. Guess what, the manager then remarkably accepted responsibility for the damage and stated the door panel would be resprayed. HAPPY DAYS I thought.

I went to collect my vehicle yesterday - saw my car parked in the forecourt and had a quick inspection:

1. Driver door had not been repainted; only the chip filled whilst bottom edge of door untouched
2. NEW DAMAGE to Passenger side door - long horizontal scratches deep enough to be caught by finger nail, 2 x chips to lower door panel
3. NEW DAMAGE to bonnet - embedded marks and chips

Showed the same manager the new damage - he drove the vehicle to the wash bay (I followed on foot) and applied polish in an attempt to remove the scratches and had the audacity to say 'they are gone' which they weren't.

After a long pause in his office, he approached me and again accepted responsibility of the damage stating he will get it fixed BUT not the damage on the bonnet? He is away until mid July and stated he will address my vehicle on his return which gives me time seek some knowledge and my next move. I did not take ownership of my car in its current condition and it remains with the dealership - I have a curtesy car which I have held onto.

The issue is that I have been lied to in relation to the driver side door panel not being fully resprayed - a company called Automotive was used (who do smart repairs) and from my understanding they are not Audi approved. I stressed before leaving that I do not want the same company carrying out any further repairs.

I have emailed Audi Customer Services and am awaiting a response.

• What are my options?
• Are there any Audi Approved Bodyshops?

Mark_d

Can you raise the issues with Audi Insurance Customer Support, assuming they're the ones responsible for the warranty repairs?

BraveHeart

Hi Mark_d,

The repair to the seatbelt was covered under the Audi Warranty, the damage to the bodywork was done whilst at the dealership.

I have been to an Audi Approved Bodyshop today for some guidance, and been informed that Audi Marshall have their own Bodyshop in Loughton - why were they not used???

sheramber

BraveHeart said:

Hi Mark_d,

The repair to the seatbelt was covered under the Audi Warranty, the damage to the bodywork was done whilst at the dealership.

I have been to an Audi Approved Bodyshop today for some guidance, and been informed that Audi Marshall have their own Bodyshop in Loughton - why were they not used???

Probably because of cost.

They have taken the cheaper  option.