Car Lease Nightmare: Accident Repair

ddsull

Hi all,

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

Thanks in advance. 

Mildly_Miffed

I'm struggling to see why this is a VWFS/Skoda issue.

You bought insurance that did not include what you wanted (approved bodyshop, like-for-like courtesy car).
There were then some parts supply delays.

If you were not-at-fault in the collision, then there may be some uninsured losses which you can reclaim from the party who was at fault.
If you were at fault, then unless the terms of your insurance explicitly cover them, it's unlikely you will be recompensed for the costs arising from the damage you caused.

MyRealNameToo

ddsull said:

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

This is presumably a fault accident based on what you say?

As you chose to use a garage of your choosing then your insurer isnt responsible for the level of service they give. You have nothing to lose registering a complaint but the chances are they will just say it was your choice. 

Leases arent credit so arent covered by the CCA and so no voluntary termination rights. You can end it early by paying additional fees but those will consider the state of vehicle when returned so if elements are still not working you'd be fitting the bill for fixing them. 

ddsull

Mildly_Miffed said:

I'm struggling to see why this is a VWFS/Skoda issue.

You bought insurance that did not include what you wanted (approved bodyshop, like-for-like courtesy car).
There were then some parts supply delays.

If you were not-at-fault in the collision, then there may be some uninsured losses which you can reclaim from the party who was at fault.
If you were at fault, then unless the terms of your insurance explicitly cover them, it's unlikely you will be recompensed for the costs arising from the damage you caused.

I'm not blaming the insurance company here. I did not know that a courtesy car was only with the insurance approved garage. It's reasonable time that a car can take to get fixed. Take the who is paying what and courtesy cars out of it. 

The issue is with the car diagnostics and parts. There was only minor damage to the car and it took weeks to diagnose a fault (at the garage and the dealership).

There were no radar faults before the car went in (as I said minor damage). When they tried to put the radars on the new bumper the issues arose. Then the multi week delay getting to Skoda and the delay in getting parts and no update on when the part is in.

So if I have a lease car and Skoda can't supply me with the part needed for it be drivable then its not their fault. Surely it has to be.

At what point does it become unreasonable? 

Anyway, I've escalated to the VWFS and the broker and I'll see where I get to.   

ddsull

MyRealNameToo said:

ddsull said:

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

This is presumably a fault accident based on what you say?

As you chose to use a garage of your choosing then your insurer isnt responsible for the level of service they give. You have nothing to lose registering a complaint but the chances are they will just say it was your choice. 

Leases arent credit so arent covered by the CCA and so no voluntary termination rights. You can end it early by paying additional fees but those will consider the state of vehicle when returned so if elements are still not working you'd be fitting the bill for fixing them. 

I had to use a Skoda Approved garage. The direct line one is approved for loads of makes (BMW etc.) but not Skoda. Just the luck of the draw.

The problem is with the time it's taking to fix what should have been a simple repair. It took the dealership when it got in there ca. 2 weeks to do their diagnostics. The delay in parts (twice, 1 for the radar and now the other part) is a joke.

The car will be fixed, its the delay is the issue. I think 12 weeks is excessive by any standards.

Mildly_Miffed

The issue is with the car diagnostics and parts. There was only minor damage to the car and it took weeks to diagnose a fault (at the garage and the dealership).

There were no radar faults before the car went in (as I said minor damage). When they tried to put the radars on the new bumper the issues arose.

The question is what happened. Why was the old radar unit not re-usable?
Was it broken by a ham-footed muppet removing it from the bumper?
Was it removed intact, then found to be damaged from a stone chip or similar?
Was there an electronic issue that saw it refusing to communicate with the ECU?

So if I have a lease car and Skoda can't supply me with the part needed for it be drivable then its not their fault. Surely it has to be.

Parts supply delays happen... The supply chain is very complex, and we don't know if the issue is with Skoda or one of their suppliers. Indeed, we don't know where the supply chain sources those parts.

Given yours is a plug-in hybrid, I presume it's the second generation Kodiaq, production started early last year, so many parts will simply not be routinely supplied as replacements yet.

ddsull

It was working fine when dropped it in. When they put it all back together they couldn’t get it to calibrate. Who knows what happened when taking it off. It’s the only Skoda authorised repairer around (also affiliated with a dealer). It’s just rubbish all round.

Yeah it’s the phev. New model. The bottom line is the vehicle has been unavailable for 12 weeks, with no clear end in sight. The Skoda authorised repair network is unable to restore it to roadworthy condition. 

There has to be accountability. You can’t lease a car to someone (brand new) where if the leaser (and manufacturer) can’t get a part for it (or diagnose the problem) it’s off the road. Just doesn’t seem right.

MyRealNameToo

ddsull said:

MyRealNameToo said:

ddsull said:

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

This is presumably a fault accident based on what you say?

As you chose to use a garage of your choosing then your insurer isnt responsible for the level of service they give. You have nothing to lose registering a complaint but the chances are they will just say it was your choice. 

Leases arent credit so arent covered by the CCA and so no voluntary termination rights. You can end it early by paying additional fees but those will consider the state of vehicle when returned so if elements are still not working you'd be fitting the bill for fixing them. 

I had to use a Skoda Approved garage. The direct line one is approved for loads of makes (BMW etc.) but not Skoda. Just the luck of the draw.

The problem is with the time it's taking to fix what should have been a simple repair. It took the dealership when it got in there ca. 2 weeks to do their diagnostics. The delay in parts (twice, 1 for the radar and now the other part) is a joke.

The car will be fixed, its the delay is the issue. I think 12 weeks is excessive by any standards.

The reason may be perfectly reasonable as to why you wanted to use a garage of your own choosing but reasonable or not there are consequences from an insurance perspective. 

Have to say when my car was involved in a hit and run I explicitly didnt want to use the manufacturers garage, despite the contractual terms, and as long as the chosen garage used original parts the manufacturer finance company were unlikely to know and indeed nothing was said when the car was handed back other than the paint was thicker and therefore clearly had been sprayed by a person rather than a robot in the manufacturing process. 

You have a series of different businesses involved and from the outside its not abundantly clear who's to blame and it may even be contributory aspects from different companies. Bodyshop may or may not have damaged the part on removal, the dealership is likely an independent business who may or may not have attempted the calibration correctly, manufacturer is the one supplying parts but they are potentially just buying them in from another company who themselves could just be assembling parts from other companies. 

Realistically the best you can hope for is a courtesy car from the dealer which they may cost share with the manufacturer but your chances are potentially linked to if you got the car from them and/or the value of your car. 

My last car had a seatbelt defect, initially agreed to drop it in to the local dealer as they said they could get the part on next day delivery. Then turned out there were none in the country and as its classed as an explosive they ship it rather than fly it in so was going to be a week and so they arranged a hire car for me once I made it clear just a little run around would be fine and wasnt looking for a comparable vehicle. 

ddsull

I used the Skoda garage as I had to. I will ensure I have guaranteed hire far the next time.

I was happy with the little car if only a week or two (I’ve had it 6 weeks now). Hopefully get this sorted soon as it’s a total pain at this stage. 

  

shera12

ddsull said:

Hi all,

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

Thanks in advance. 

ddsull said:

Hi all,

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

Thanks in advance. 

Wow, that’s a frustrating situation! Since you’ve followed all the lease and repair rules, you should definitely push for a replacement “like-for-like” car while your Kodiaq is out of action. You’re essentially paying for a car you can’t use, so compensation or a courtesy car is reasonable. Keep escalating with VWFS and document everything emails, calls, dates. If they don’t respond, you could also contact the UK Motor Ombudsman or your local consumer protection body. Standing your ground is fair here.

MyRealNameToo

shera12 said:

ddsull said:

Hi all,

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

Thanks in advance. 

ddsull said:

Hi all,

I have new Skoda Kodiaq (PHEV) on a lease (2025 plate). Overall happy with the car (while I had it!). However, I was involved in a minor accident and the car had to go to a Skoda approved body shop for repair.

This is where the first issue happened. My insurance with Direct Line did not cover me for a courtesy car as I didn't use their approved body shop (also charged more excess). The terms of my lease meant I had to use a Skoda Approved Body Shop. I eventually got a small courtesy car from the Bodyshop after 6 weeks (had my mother in law's car prior to that!).

The repair was light damage to the bumper but the body shop opted to replace it. In doing so they removed the radars (ADAS system). When they reattached the radars they couldn't calibrate the system. This led to them getting new parts and getting diagnostics over the last 12 weeks.

I’ve been without the car for almost 3 months.  The car has been to to a Skoda dealership as well, as after fitting a new side radar (after a 1-2 week part availability issue) they still had calibration issues. There were problems with getting the car booked in for diagnostics (initially told I was a 4-5 week waiting time). When it got to the dealer it was there for a further 2 weeks while they were trying to troubleshoot the issue. 

The car is now back at the (Skoda Approved) body shop and they are waiting for a side air bag blind (apparently identified by Skoda as an issue). However, this part is on 'back order' and there is no delivery date.

I’ve escalated to VWFS (who I have my lease with). However, I've heard nothing from them in the last week.  No resolution date. The upshot is I’ve been paying for a lease on a car (for almost 3 months) that I can’t drive and I don't have a suitable replacement car. 

What are my rights here? I think I want to be compensated for the unacceptable delay and get a 'like for like' car from Skoda while it is being repaired. I did everything by the book (Skoda Approved Garage etc.). I'm close to trying to end the lease and get something else. Any thoughts on the above?

Thanks in advance. 

Wow, that’s a frustrating situation! Since you’ve followed all the lease and repair rules, you should definitely push for a replacement “like-for-like” car while your Kodiaq is out of action. You’re essentially paying for a car you can’t use, so compensation or a courtesy car is reasonable. Keep escalating with VWFS and document everything emails, calls, dates. If they don’t respond, you could also contact the UK Motor Ombudsman or your local consumer protection body. Standing your ground is fair here.

Though ultimately the reason they are without a car is because they were at fault for the accident. Had they not hit the lamppost, or whatever it was, they'd still have had the car. 

ddsull said:

I used the Skoda garage as I had to. I will ensure I have guaranteed hire far the next time.

I was happy with the little car if only a week or two (I’ve had it 6 weeks now). Hopefully get this sorted soon as it’s a total pain at this stage. 

The problem with guaranteed hire cars, or at least the last time I checked, was that they have a maximum duration. Its fine for those cases that go smoothly but those with parts on backorder the car often has to go back before the insureds car is ready... again though its a bit of a mixed problem as if your using the insurers own garage they may consider extending it longer whereas a non-approved garage they most likely won't. 

Given its just a sensor couldnt the car be returned to the road minus this sensor and then it go back in when the part is ready? Cost is likely modest to the cost of a hire car etc