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AIBU?

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Original poster

Garage won’t give my car back because of airbags?

107 replies

Staffielove23 · 13/03/2023 23:11

The airbags in my Honda were recently recalled so I booked the car in at my nearest Honda dealership- 40 miles away. I got there just after 9am and waited in a nearby Starbucks. I was waiting for about five hours to be told the garage couldn’t replace the airbags because they needed a part they didn’t have. Then I was told I wouldn’t be able to get the car back because it’s unsafe to drive and they don’t have any courtesy cars available leaving me stranded fourth miles away from home. I asked what they expected me to do in this situation and the guy offered me a lift to the bus stop… I don’t fancy getting in a random person’s car and there are no buses where I live anyway (rural). I didn’t think airbags were mandatory so don’t understand why I couldn’t drive it home and return when they have the part required, and I think the way they handled it was appalling.

OP posts:
Blueblell · 14/03/2023 06:28

My car recently failed the MOT due to airbags. Something to do with a panel fault that would be expensive to replace. The mechanic suggested switching them off until I decided whether to have the work done or not. You don’t have to have airbags and they can be deactivated. Obviously they are a safety feature but I would have thought they could have done that for you as a temporary measure.

donttellmehesalive · 14/03/2023 06:42

So how did you get home op?

I agree that it's spectacularly bad service to get the car in without making sure that all parts were available.

And I am sure they could return the car with a waiver or disclaimer.

And they should arrange a rental, pay for a taxi or drive you home.

DomesticShortHair · 14/03/2023 06:52

I once had a similar situation (but for a different reason). Car impounded, no courtesy cars, refused any help.

I just sat in the waiting area drinking free coffee until closing time and then wouldn’t leave. The sales director and the service director got into an argument about who was going to give me a lift home (everyone else had gone at this stage), because I lived in completely the opposite direction to them both.

In the end, they gave me the keys from one of the ‘traded in’ cars from the lot and told me to bring it back when my car was ready,

aineoverseas · 14/03/2023 06:55

I'd have expected a loan car at the very least.

Sparklesandsunshine1 · 14/03/2023 06:58

It’s a recall that they can’t complete due to lack of parts if they refuse to return car they should not leave you stranded
in hen I worked for bmw the dealer would call a rental company as a last resort if no loan cars available and get reimbursed from the manufacturer
I would call Honda uk customer services complain about treatment and kick off until you get a rental car delivered to your house or your own car delivered back
terrible service

CrystalCoco · 14/03/2023 07:01

They absolutely should not have booked you in without checking that they had all the parts required to do the job. To then refuse your car back AND leave you stranded is appalling customer service, I'd be livid if this happened to me or DH.
Adds insult to injury that they're now saying it could be a month until they can fix it.

GPTec1 · 14/03/2023 07:02

Its a Honda recall issue & a well known one, Honda will have a bulletin telling the Garage exactly what is required and a supplied kit of parts, they should not have started work without the required parts.

You shouldn't be out of pocket or without transport, contact Honda and demand to be compensated for a hire car of similar standard to your Honda.

Scotty12 · 14/03/2023 07:05

Wow - totally not OK. You have to make a big massive fuss about this surely??? Escalate to whoever you need to.
Reminds me of when my car was in for a (minor) repair when everything shut down for covid. Basically the garage shut while my car was there and they wouldn’t let me have my car back for around a month. I was LIVID. Never ever went back there and never will!

GPTec1 · 14/03/2023 07:05

donttellmehesalive · 14/03/2023 06:42

So how did you get home op?

I agree that it's spectacularly bad service to get the car in without making sure that all parts were available.

And I am sure they could return the car with a waiver or disclaimer.

And they should arrange a rental, pay for a taxi or drive you home.

Waiver is inappropriate because the OP is not classed as a "competent person" so her signature on a bit of paper is worthless.

Its likely that her car insurance would be invalid too.

PhukOph · 14/03/2023 07:12

I thought it was if a car didn't have airbags that's legal, but if a car was fitted with them, it's illegal to now drive that car without them. So it sounds like what they told you was true. If this was a Honda garage I'd have expected they could organise a courtesy car. They shouldn't have booked the job in without parts, but understandably something might have cropped up that they were unaware of.

They should have funded a taxi or something if they'd told you it would be ready the same day and then this happened.

MarshaMelrose · 14/03/2023 07:15

I'm always so surprised on MN how often bad service gets excused and customers are just meant to suck it up.
They should never have had the car in without checking that they had the parts. Stranding you 40 miles away ftom home is so reprehensible and then saying you could be without your car for a month is beyond head exploding. Why can't they get it moved to another dealer who does have the part? Failing that, they should arrange for you to have a courtesy car, whether they have one handy or they have to hire one.
I'm so sorry you find yourself in this situation.

LlynTegid · 14/03/2023 07:16

Reasonable to keep the car, unreasonable not to have an alternative. Or even fund a taxi to get you home.

MarshaMelrose · 14/03/2023 07:17

DomesticShortHair · 14/03/2023 06:52

I once had a similar situation (but for a different reason). Car impounded, no courtesy cars, refused any help.

I just sat in the waiting area drinking free coffee until closing time and then wouldn’t leave. The sales director and the service director got into an argument about who was going to give me a lift home (everyone else had gone at this stage), because I lived in completely the opposite direction to them both.

In the end, they gave me the keys from one of the ‘traded in’ cars from the lot and told me to bring it back when my car was ready,

Haha. Good for you! Amazing what can they do when it's them being inconvenienced!

Somanysocks · 14/03/2023 07:38

@DomesticShortHair well done, I like your style.

piedbeauty · 14/03/2023 07:48

Why on earth did the garage start the job without having all the parts? And why will it take a month to get the new part? Most car parts can be ordered for next-day delivery.

Sympathy - I hope you get things sorted.

Ceryneianhind · 14/03/2023 07:54

GPTec1 · 14/03/2023 07:05

Waiver is inappropriate because the OP is not classed as a "competent person" so her signature on a bit of paper is worthless.

Its likely that her car insurance would be invalid too.

Show quote history

Do you mean "the OP is not classed as a "competent person" as she is not a mechanic?

Beneficialchampion2 · 14/03/2023 08:18

Car is illegal to drive without working air bags If they are fitted as standard. Also your insurance would be void.

YABU in the sense that you should have driven your car home

YANBU in the sense the garage could have handled it better.

DogInATent · 14/03/2023 08:26

Is this the fault where the airbag deploys and explodes with metal shrapnel flying through the car cabin area?

A Honda dealership should have found you a loan car, or at the very least a lift/taxi home. Contact Honda UK (www.honda.co.uk/cars/contact-us.html) about the situation.

Rebel2 · 14/03/2023 08:34

piedbeauty · 14/03/2023 07:48

Why on earth did the garage start the job without having all the parts? And why will it take a month to get the new part? Most car parts can be ordered for next-day delivery.

Sympathy - I hope you get things sorted.

I'm guessing it's on back order

AM130674 · 14/03/2023 08:49

They need to cover the cost of a hire car until you get yours back.

Deathbyfluffy · 14/03/2023 08:54

Blueblell · 14/03/2023 06:28

My car recently failed the MOT due to airbags. Something to do with a panel fault that would be expensive to replace. The mechanic suggested switching them off until I decided whether to have the work done or not. You don’t have to have airbags and they can be deactivated. Obviously they are a safety feature but I would have thought they could have done that for you as a temporary measure.

The switch you’re talking about only turns off the passenger airbag (for if you have a baby in the front seat) - not for the whole car.
That wouldn’t help the OP I’m afraid

OnlyFannys · 14/03/2023 08:55

What a nightmare! I agree with the "kick off big style" approach for once as this is such a massive cock up on their side for not ensuring they had the part. I hope you get something sorted

Deathbyfluffy · 14/03/2023 08:57

Ceryneianhind · 14/03/2023 07:54

Do you mean "the OP is not classed as a "competent person" as she is not a mechanic?

Show quote history

Yes, it’s pretty obvious that’s what they mean by competent person (a term used to describe someone with knowledge and/or qualifications in a particular field)

Unless they’re a mechanic who can judge the safety of driving without airbags and properly assess the risk while knowing the ins and outs of the issue, a random member of the public isn’t fit to make that decision.

OnlyFannys · 14/03/2023 09:01

Deathbyfluffy · 14/03/2023 08:57

Yes, it’s pretty obvious that’s what they mean by competent person (a term used to describe someone with knowledge and/or qualifications in a particular field)

Unless they’re a mechanic who can judge the safety of driving without airbags and properly assess the risk while knowing the ins and outs of the issue, a random member of the public isn’t fit to make that decision.

Show quote history

Genuine question based on this, why are people allowed to sign waivers for dangerous activities like sky diving as they would also not have the expert knowledge to assess the risks etc?

Deathbyfluffy · 14/03/2023 09:03

To the OP, it’s hard to judge if the garage should have prepared better without knowing exactly what broke.
Some cars affected by the Takata airbag recall are nearly 20 years old now, and it’s feasible that the part causing the issue isn’t one that’s part of the ‘regular’ job - however that doesn’t excuse the terrible service and zero help from the garage.

This needs splitting down into two issues; the garage not having the part (ask exactly what the part is, and why they need another) and the piss poor service when you found the car had to stay in.
The first issue is understandable and if the part isn’t regularly needed for the job (and is unavailable if on back order) it’s just one of those things - but the dealer absolutely should have made it right by sourcing a car for you.

I got one of the demonstrators in a similar situation, but only because I set up camp in the service area and despite calling the police (who never came) refused to move until I had some help - talking to potential customers about my experience also moved things along nicely!

If you have the time and they still refuse to help, printing off a few leaflets about your experience and handing them out to potential customers also tends to get attention.