Poor car dealership experience

HS84

Hi, 
After some advice please. 
We took our family car to an official manufacturer dealership for service in March. After the service the front left wheel fell off whilst driving causing surprise and predictable damage to front left bodywork, wheels, brakes and suspension components. The garage admitted that this was caused by their error as they tightened the wheel bolts to the wrong torque setting (did not tighten them enough causing them to work themselves loose). However the garage has subsequently rescinded this statement stating that the person who said this to us mispoke. We had the car independently inspected who confirmed this as the likely cause given the damage and the wear profile on the bolts and wheel and also confirmed the bolts on the front right wheel were also below the recommended torque setting. 
The garage stated they fulfil their obligation to us by repairing the car to the condition it was in prior to the incident.
The garage repaired the car but we found out the front left suspension had a fault and the bodywork repairs were substandard. The car was sent back and the garage which had another go at the repairs and returned the car back to us a few weeks ago. Just a few days ago the suspension component that had failed when the garage tried to repair the car previously has failed again. The garage will be taking our car back to try and fix again and we have been told the car is in an unsafe condition to drive so the car is being collected on a truck and taken the the garage tomorrow. What are our rights? To us it appears like there is a fundamental issue the garage is unable to fix and therefore cannot return the car to its condition pre incident. Even if they can do this, given the history of blunders we don't trust the workmanship and want to get rid of the car (we are fearful of transporting our younf children in the car). We feel we should not be out of pocket for this as will have to pay retail price for a replacement car and the most we will get for the current car (assuming can be fixed) is trade price. What are our rights and what damages/compensation can we claim for? 
The original incident happened with our nanny driving and our two young children in the back. Luckily it happened on a quiet road at low speed. This could have been far more serious and it astounds us how an official mainstream car dealership can make such an error and then make further errors/mistakes/cover ups during the subsequent efforts to repair the car. 
Thanks 

Aylesbury_Duck

You're entitled to a properly fixed car, in the condition it was in prior to their botched service.  If they won't or can't do that, then get it fixed somewhere else and bill/sue them for the cost.

If you elect to get rid of the car, why would you only get trade price for it?  

born_again

HS84 said:

Hi, 
After some advice please. 
We took our family car to an official manufacturer dealership for service in March. After the service the front left wheel fell off whilst driving causing surprise and predictable damage to front left bodywork, wheels, brakes and suspension components. The garage admitted that this was caused by their error as they tightened the wheel bolts to the wrong torque setting (did not tighten them enough causing them to work themselves loose). However the garage has subsequently rescinded this statement stating that the person who said this to us mispoke. We had the car independently inspected who confirmed this as the likely cause given the damage and the wear profile on the bolts and wheel and also confirmed the bolts on the front right wheel were also below the recommended torque setting. 
The garage stated they fulfil their obligation to us by repairing the car to the condition it was in prior to the incident.
The garage repaired the car but we found out the front left suspension had a fault and the bodywork repairs were substandard. The car was sent back and the garage which had another go at the repairs and returned the car back to us a few weeks ago. Just a few days ago the suspension component that had failed when the garage tried to repair the car previously has failed again. The garage will be taking our car back to try and fix again and we have been told the car is in an unsafe condition to drive so the car is being collected on a truck and taken the the garage tomorrow. What are our rights? To us it appears like there is a fundamental issue the garage is unable to fix and therefore cannot return the car to its condition pre incident. Even if they can do this, given the history of blunders we don't trust the workmanship and want to get rid of the car (we are fearful of transporting our younf children in the car). We feel we should not be out of pocket for this as will have to pay retail price for a replacement car and the most we will get for the current car (assuming can be fixed) is trade price. What are our rights and what damages/compensation can we claim for? 
The original incident happened with our nanny driving and our two young children in the back. Luckily it happened on a quiet road at low speed. This could have been far more serious and it astounds us how an official mainstream car dealership can make such an error and then make further errors/mistakes/cover ups during the subsequent efforts to repair the car. 
Thanks 

How old & what miles is the car?

Did the wheel dropped off on the way back from the garage, or much later?
They must have been very loose..

You are always going to have to pay retail for a replacement car & get P/X value when trading in.

But you could try negotiating a deal for a replacement car 👍👍

ButterCheese

You really need to let them rectify the issue now.  I would not take it elsewhere because it would be extremely difficult and time consuming to pursue them for costs incurred somewhere else.  And they are never going to admit that they can't repair it.  If you did want to go down that route, I would give them a final chance to rectify the issue and perhaps agree on a date when this has to be completed, and get it all in writing.  but even then, I doubt they'd agree in writing to anything.  The fact that they've already said "my colleague mis-spoke, the work is fine" suggests that their management is dire, their communication amongst staff is dire, and the level of training/supervision is dire.  

The issue about the body work being sub-standard is a bit more tricky as it can be subjective.  How do you prove it's a rubbish repair?  They are clearly going to say it's fine.