Kwik-Fit

702

During a routine service, Kwik-Fit left a nut in my Mercedes GLC’s air filter, which entered the turbo and caused catastrophic engine failure. Mercedes-Benz have confirmed this.

Despite my efforts and attending all meetings and negotiations, Kwik-Fit:

Offers only to write the car off (£27,310, below market value) or repair via a third-party garage, which would void my warranty

Refuses to release the car to Mercedes-Benz for a proper repair assessment (initial quotes: £33,479.28, likely lower once fully inspected)

Threatens to reclaim my hire car if I do not sign a non-disclosure agreement

Has left rusted brake pads/discs and bodywork damage unaddressed

I am now without a car, struggling with three young children (4-year-old twins and an 8-year-old), walking in the rain and unable to get to work.

I urgently need guidance on:

1. Escalating the matter publicly

2. Consumer rights and enforcement options

3. Protecting my warranty and legal rights

Keep_pedalling

Presumably it is KFs public liability insurer who is making the offers rather than KF themselves. Do you have legal cover with your motor or home insurance? Worth calling them if you do. 

Where does the damaged body work come into the equation? If this is related to the accident with the bus earlier in the year? kFs insurers will take that into account on any valuation they put on the car.

Aylesbury_Duck

702 said:

During a routine service, Kwik-Fit left a nut in my Mercedes GLC’s air filter, which entered the turbo and caused catastrophic engine failure. Mercedes-Benz have confirmed this.

Despite my efforts and attending all meetings and negotiations, Kwik-Fit:

Offers only to write the car off (£27,310, below market value) or repair via a third-party garage, which would void my warranty

Refuses to release the car to Mercedes-Benz for a proper repair assessment (initial quotes: £33,479.28, likely lower once fully inspected)

Threatens to reclaim my hire car if I do not sign a non-disclosure agreement

Has left rusted brake pads/discs and bodywork damage unaddressed

I am now without a car, struggling with three young children (4-year-old twins and an 8-year-old), walking in the rain and unable to get to work.

I urgently need guidance on:

1. Escalating the matter publicly

2. Consumer rights and enforcement options

3. Protecting my warranty and legal rights

I don't think number 1 is a good idea.  I can't see how it will help.

As for 2 and 3, if you have legal cover on any insurance, they're the best people to speak to.

For 3, did you check that a Kwik-Fit service would have preserved your warranty anyway?  Some warranties specify that the service must be carried out by a Mercedes dealer or if done elsewhere, that the parts and oil must be of the specification set by Mercedes.  Personally, I wouldn't be taking a £30k car to Kwik-Fit for a service in the first place, they haven’t got a great reputation.

QrizB

Is this the same car that was hit by a bus back in February?

https://forums.moneysavingexpert.com/discussion/6585979/cash-in-lieu#latest

You've not had much luck with it, have you!

the_lunatic_is_in_my_head

OP you are looking at damages here for breach of contract (service not carried out with due care and skill).

I'm not sure if it's reasonable to expect them to pay £33,000 to repair the engine, the most important question here is what is the market value of the car? 

Ergates

702 said:

Threatens to reclaim my hire car if I do not sign a non-disclosure agreement

702 said:

I am now without a car, struggling with three young children (4-year-old twins and an 8-year-old), walking in the rain and unable to get to work.

Are you without a car, or do you have a hire car?  If you don't have a hire car, could you not get one yourself?

702 said:

Offers only to write the car off (£27,310, below market value) or repair via a third-party garage, which would void my warranty

Has left rusted brake pads/discs and bodywork damage unaddressed

If they're proposing writing off the vehicle, then until that decision is settled, making additional repairs would be a waste of time.

What do the rusted brake pads/discs and bodywork damage have to do with your claim against KwikFit for a damaged engine?  Why is it their responsibility to address them?

Do you know what the quotes for the repair from the 3rd party garages were?

Could Mercedes not send someone to inspect the vehicle where it is?  I expect KwikFit are concerned that once released into Mercedes hands, they'll just carry out the repairs and send KwikFit the bill without asking first.  Especially if the initial quote from Mercedes was £33k for a vehicle KwikFit have valued at £27k

As Lunatic asks - what is the actual market value of your car?    If the millage is high enough to need the brake discs and pads addressing then that puts it into the 30-40k mile range maybe?  If so, that suggests that KwikFits offer is probably not a million miles off.  Have you tried negotiating wtih them on the amount?

MyRealNameToo

Keep_pedalling said:

Presumably it is KFs public liability insurer who is making the offers rather than KF themselves. Do you have legal cover with your motor or home insurance? Worth calling them if you do. 

Doubt a modest claim like this would be passed to their PL insurers for an organisation the size of KF. They may use their insurers if they have an aggregate deductible but many corporates either deal with their own claims or choose a claims handler independently to their insurers. 

Motor LE won't typically cover consumer rights issues, Home often does my may need to get past the knee jerk response that motor isnt covered. 

sheramber

Threatens to reclaim my hire car if I do not sign a non-disclosure agreement

Has left rusted brake pads/discs and bodywork damage unaddressed

I am now without a car, struggling with three young children (4-year-old twins and an 8-year-old), walking in the rain and unable to get to work.

Do you  have a car or not?