Would you expect to pay for this?

[Makingsenseofitall]

Car went in for a service to a main dealer 4 weeks ago. On the day of the service we had a call to say they had crashed it. They offered us a hire car to use til they fixed it. The car is 5 years old roughly and we have had it from new, bought from this main dealer. Anyway later that week they realised the damage was worse than they thought and it had to go somewhere else to be fixed.

all fine. We hung on to the hire car.

now they are insisting we pay for the service. To be clear I have paid. But I am gobsmacked they haven’t not only paid for this one but also offered a free service at least next year.

still haven’t got the car back btw…..

just curious to know how other people would be calibrating it.

Contact the UK head Office about this situation. Might also be worth getting in touch with trading standards & logging a complaint.
Why was your car being driven in such a way that so much damage was caused? Did a member of staff take it for a joyride?

The car would have been driven on the open road to heat and circulate the oil and hydraulic fluid. This will ascertain that all is working as it should be. This is a necessity.

However, the details of the accident are to be investigated and referred to THEIR insurer. Ask for a map of their usual route, where the accident happened and see if your camera (if you have one) shows it or someone on this thread will advise you if you can go asking for cctv along the route.

How have they caused serious damage moving a car from a car park into the service bay? A crash has an impact on the whole structure of the car and value! I’d want a full breakdown of the damage, the repairs, parts used and warranty of the repairs and parts! I’d also want my money back!!! Small claims court if not!!

How the hell did they crash it?!

This question was around whether you would have paid for the service. The crash was within their ‘grounds’ and we do have the details of what happened etc. I guess they do need to move vehicles around and accidents do happen. The point for me is how they have dealt with it. They haven’t even offered a reduction in future servicing …..

They’re probably not expecting you to want to use them for future services. I wouldn’t.

That's shockingly bad. Once you have your car back ask for a refund. Also get it checked over by AA/RAC to make sure it's properly repaired and safe and ask for a view on the effect on the value. You will also need to tell your own insurer about the accident (even with no claim) so they might also give you an idea on the value issue.

If they won't refund and/or if there is a real impact on value take it further. Credit card charge back is a good shout as you paid under duress. (CC may say they did the service you paid for and they won't get involved in the wider issue.) Do you have household legal expenses cover?

Not really the same thing but I had a garage fail to call me once a service was completed and when I went down there just before closing time they had locked up and gone for the weekend. They insisted I paid in full when I came back on Monday and were not in the least apologetic. I complained to head office and got a half hearted sorry from a manager who sounded about 16. I admit I expected them to offer a half price service next time or something but no. Infuriating as I had bought the car from them brand new so they'd made loads of money out of me. I've never been back and I've when warned lots of people off them!

TBH I would have paid, but the same way I always pay - when I go in and collect my car! I think they’re being really cheeky chasing for payment when they still have the car in their possession

There is no chance at all I’d have paid anything before getting the car back, have you at least see the car to check the repairs look ok?

Don't contact your insurance company, even though it's a non fault accident if you report it to them it will remain on your record and put your premium up, even though it shouldn't, they have dealt with it as they should, but I would have expected some sort of discount/sweetener, but they don't have to, it just means you won't be using them again so they've lost custom.

No. I haven’t seen the car yet

Don’t you think it’d a bit weird they’ve made you hand over money before you’ve even seen the car? They can just drop and run now. Make sure you thoroughly inspect the car with them still there when you get it back, and insist on a full list of what’s been done.

Yes it’s weird. I have the key to their replacement vehicle and I won’t be handing it over until
i am entirely satisfied

It’s being returned imminently…..

I would not be at all happy with this, I would be reluctant to accept the repaired vehicle, for a number of reasons, what will happen to the value when you want to part ex, where was the damage? All sounds fishy to me. I would also contact the manufacturers of the main dealer and well as honest reviews.

Why do you keep using the word 'calibrate' is this context 🤣

?

I don't see the problem, they broke it but paid to get it fixed and paid for replacement hire car. Why the hell do you not think that's good enough? You still had a service booked and paid for which presumably they have done. And why would they not charge you for that? Or next one?
You just come across as very entitled: one error or inconvenience from them and they have to pay for endlessly?
The accident may not have been their fault even.

There's absolutely no need for you to inform your insurer as you weren't in charge at the time of the incident. Having been involved in a similar situation, albeit with a company owned vehicle, I think you're being a little dramatic. I work in the transport industry and things happen.

Companies have insurance to pay for hire cars and repairs but this doesn't mean you get a free service. If you read their terms and conditions you'll probably find payment is due when the work is complete, which is has been.

As long as the vehicle has been properly repaired, which it will have been if it's been sent out by a main dealer. And isn't categorised it will not impact the cars future value as no-one will no about it!!

I wondered this and assumed the OP's 1st language isn't English. Or its a typo for something else- but I can't work out what?

English is most definitely my first language! I use calibrate in this way very often in my every day life so much so that I didn’t understand the question? It is very normal where I work (in a senior role in a professional environment somewhere you’d have heard of!) I still don’t quite get the question or concern about use of the word in this context. But that’s an aside I guess…

i asked a genuine question. I find your response a little harsh. I paid as explained. I wasn’t sure if my expectation to have the cost of the service waived was reasonable or not. It seems views are split. The car has been returned and seems fine. The accident was their fault as it only involved one vehicle/ they drove it into a wall basically. But it’s fixed and the service has been completed and paid for. I just wanted views. Not judgement for asking a question! Surely you can see the question wasn’t completely beyond the bounds of reasonable!

Why are you so rude.

Thank you

I see the point about the service was done so you should pay for it, but I would also have anticipated some sort of compensation, OP. I think it's poor from a reputation management perspective not to acknowledge (in a way that is more than lip service) that it shouldn't have happened and that it was an inconvenience to you.

Depending on exactly what happened, I would also want them to pay for independent verification that it's been fixed fully (backing into a wall could potentially damage the chassis, for instance, which would not be easily visible to a lay person). And an assessment of whether the accident, despite the fix, had lowered the value of the vehicle.