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Car damaged while at Audi garage

Goubo1 Dec 7, 2018

  1. TYb

    TYb Well-Known Member TFSI Owners Group Team Navarra Audi S3

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    I wouldn’t drive it either, they should give you a courtesy car. They can’t control what a customer has done by accident, all these dealerships have spaces outside for work in progress cars, new cars, cars awaiting prep.
     
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  3. Marshy

    Marshy Settled in Team Sepang Audi RS3

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    The only thing I’d want to make clear is that if the car is being repaired by the other persons insurance is that only genuine parts are used.
    Doubt they’d be able to get an aftermarket RS3 front bumper but the wing they certainly could.
    Really push to make sure the car is repaired at the dealers bodyshop and don’t accept a smart repair on your diamond cut alloy wheel.
    Yes it’s happened and I’d be livid but now you need to keep calm and guide the repair.
     
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  4. Pinky1959

    Pinky1959 Well-Known Member

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    I would be expecting the garage to give you a car Audi and claim for it through the insurance as they were in charge of the car when it got bumped , at least until the insurance co get their finger out and organise one .
    As for the insurance dictating where the repair will be done I would demand it is done to Audi standard at a garage of your choice .
    I would also go in to see the CEO of the garage and complain bitterly about the service you have received .
    Good Luck .
     
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  5. Khufu

    Khufu Well-Known Member

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    nasty :grumpy: . As the public has access to the carpark the incident is outwith the control of Ayr Audi. If it happened in the workshop or was cause by a member of staff then their insurance would cover it. I hope it's repairs to your satisfaction ASAP!!
     
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  6. kkp0897

    kkp0897 Active Member

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    See how you like a rip in the pocket when your jacket’s returned from the dry cleaners....or a sleeve is missing. I’m sure you’ll pay your dues and show them a clean pair of heels!

    Hardly asking for anything for free when there’s an inconvenience. As far as I’m concerned a car is never the same after having a respray, despite the extent of damage trivial or significant therefore some level of recompense offered is imperative.

    What’s the different between negotiating a discount when buying a car vs asking some for something for free?
     
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  7. kkp0897

    kkp0897 Active Member

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    Perhaps get them to pay for the detailing or have your detailer visit the garage when it is done for them to inspect your car. Ensure your detailer does a paint depth check
     
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  8. Splathead

    Splathead Active Member Team Navarra Audi RS3

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    Many years ago, my Alfa was reversed into by a TNT van while at the dealer. TNT and the dealer dealt with everything. I just kept hold of the courtesy car for longer.
    I guess that it just depends on the dealer.
     
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  9. Goubo1

    Goubo1 Well-Known Member

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    Well I have already spoken to the detailer who was going to coat the car he’s a certified gyeon detailer about having a look at the repair he said he will but just depends what he’s got on at the time work wise when the repair is done
     
  10. Goubo1

    Goubo1 Well-Known Member

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    To me that’s what should happen if anything like this happens
     
  11. TerryCTR

    TerryCTR Active Member

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    Sounds like you want be escalating up to Audi UK and creating a bit of stink then. If you reluctantly play ball it’s always going to be on their terms
     
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  13. Goubo1

    Goubo1 Well-Known Member

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    Yes I’m going to mate will be emailing them tomorrow or Tuesday wanting to wait a bit in case I start saying things I’ll regret as still pretty angry
     
  14. royalsteve68

    royalsteve68 Well-Known Member TeamMisano Team Ara Blue Audi S3 Audi RS3

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    Dealer is responsible not the other customer. Dealer will have to claim off the customers insurance. Dealer is shirking responsibility, pathetic
     
  15. Evil Derboy

    Evil Derboy Well-Known Member Team Daytona Audi RS5 Owners Group

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    I also thought this but if you look at the links in my earlier post you’ll see this isn’t actually the case.
     
  16. royalsteve68

    royalsteve68 Well-Known Member TeamMisano Team Ara Blue Audi S3 Audi RS3

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    I wouldn’t accept that. It’s Audi dealers responsibility, he thinks he’s acting as a go between. Laughable
     
  17. royalsteve68

    royalsteve68 Well-Known Member TeamMisano Team Ara Blue Audi S3 Audi RS3

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    Not according to your first link. The third one, the key their is that her golf was towed to the dealer without her and she didn’t get crucial confirmation paperwork
     
  18. Evil Derboy

    Evil Derboy Well-Known Member Team Daytona Audi RS5 Owners Group

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    First Link:
    Third Link:
    It seems to come down whether the OP can prove that the dealership didn't take reasonable care of his car whilst it was in their possession. It'd be a difficult case win at court without evidence as the dealership can argue that by its very nature its premises are accessible by third parties. Not to mention that the paperwork he signed at the time of book-in will most likely have some kind of term on there that will cover the dealers liabilities.

    So, whereas I naturally assumed that the dealership is automatically liable, it seems to be that they aren't. It has to be proven that they were and given that the third party has admitted liability, I don't see what the OP can actually do to force the dealer to accept liability. What end-game could he threaten them with? If it went to court, a judge would most likely treat it as a waste of his/her time. The third party caused, the accident, has admitted liability and their insurance is paying for the car to be remedied. I doubt a non-petrolhead judge would be sympathetic to the OPs concerns about the standard of repair or the parts used before any repair has actually taken place.

    With that in mind, you're really looking for goodwill rather than trying to force them to do something based on common law or your rights and so that requires a different attitude and approach to succeed. Personally I would be in touch with the third party's insurance company and demanding that the car is repaired by Audi rather than their approved repairer. I can't see how they can refuse that.
     
    Last edited: Dec 10, 2018
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  19. ZN7

    ZN7 Member Team Glacier Audi RS3

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    Despite not being able to force the dealer to do anything, the fact of the matter is that you are the customer. You are a valuable customer that spends £50K + on a car and that suggests you would do the same again in the future. You are also a valuable customer that spends £££ on servicing/parts/accessories etc. Your lifetime value to Audi is already large and has the potential to be huge.

    I would use this as the foundation for making complaints with both the dealership and Audi itself. Regardless of who is liable, try and use this position to manipulate the situation for an outcome that is as favourable as possible.
     
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  20. Evil Derboy

    Evil Derboy Well-Known Member Team Daytona Audi RS5 Owners Group

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    ...Which is the “goodwill” approach.

    The main thing I’d be leveraging is why your car was parked in a place so easily accessible to a customer? Given the damage you’d need to assume that it wasn’t parked in their compound at the back but in fact left in the main customer car park , so although the accident wasn’t directly their fault they didn’t exactly take the greatest precautions and care. Rather than it being parked out of the way, they stuck it in any old available spot.

    Regardless of how it happened, it happened on their watch and in their care. It’s never happened to you before and should never have happened. Whether the other customer is totally at fault or their parking spot or the very layout of their dealership Are contributing factors, this has left a very bad taste in your mouth not just with this dealer but the brand itself and you’d like to know how they can reinstate your faith in them and keep you as a long term Audi/Ayr Audi customer...
     
  21. AudiNutta

    AudiNutta Moderator Staff Member Moderator Sportback Gold Supporter Team Racing Blue Mica Audi RS3 Audi A4 Audi Avant Owner Group quattro

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    I’m sure your dealer is the same, parking is very very difficult and often we are forced to leave cars out on the access road.

    I think by now Audi are so scared of touching my car that they put it out of the way, it’s been left in the workshop overnight before now but when it comes to somebody who is clearly a bit of an enthusiast I think the treatment should be the same. Not saying other cars are less important but things only tend to go wrong when you care.
     
  22. Pinky1959

    Pinky1959 Well-Known Member

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    I do not think all garages have a separate parking area for customers cars , My dealer does not ,just customer parking bays as do a lot of dealers .
    Ayr Audi do have a very good reputation (as far as I know ) and are very busy so I am shocked they are not being more customer focused , re helping with the claim.
    Perhaps point this forum to the CEO , He may be interested but may not.
     
  23. jamiewatkins2004

    jamiewatkins2004 Active Member

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    They should have cctv over looking the forecourt so ask for a copy to see how it happened. If they won’t give you it they’re probably to blame.


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  24. Evil Derboy

    Evil Derboy Well-Known Member Team Daytona Audi RS5 Owners Group

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    The other customer has already admitted liability so the CCTV is pointless.
     
  25. deanshaw24

    deanshaw24 Well-Known Member VCDS Map User

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    And they wonder why insurance quotes are so high! Theiving ********
     
  26. Goubo1

    Goubo1 Well-Known Member

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    The car is now at Audi’s body shop in Glasgow took a week from the incident for it to get there and I’m still waiting for them to look at the car to see what they are going to propose they do with it

    So it won’t be this side of Xmas I’ll see the car I don’t think probably into the new year anyway pretty raging and missing the car

    They have gave me a a5 courtesy car lovely looking car but not a rs3

    Monday I’ll be straight on the phone to the dealership to try get them to push the Bodyshop and get things moving

    Also I asked last week if the warranty repair had been completed and got told the technician who was working on the car was and he will ask him when he is back in kinda sounds to me like the left hand don’t know what the right is doing





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  27. Goubo1

    Goubo1 Well-Known Member

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    Also this mate this what they are charging for the a5 courtesy car I have that amount per day is just disgusting a total money print how they can get away with it I don’t know

    And it looks like I’ll have that car for a while as mine isn’t getting fixed anytime soon it looks


    [​IMG]



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  28. D0C

    D0C Well-Known Member Team Nardo Team Panther Audi RS3 TTRS

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    Assume insurance will cover the courtesy car cost.
     
  29. Goubo1

    Goubo1 Well-Known Member

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    Yeah the person who hit me there insurance will be getting the bill that is just a complete rip off I couldn’t believe it it’s proper robbery
     
  30. replicant71

    replicant71 Member Team Ara Blue Sportback Audi RS3

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    And this is why insurance premiums are so high. Absolutely disgusting. As soon as these companies know that the courtesy car costs will be covered by insurance, they just charge what they like!
     
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  31. Goubo1

    Goubo1 Well-Known Member

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    Couldn’t agree more
     
  32. ZN7

    ZN7 Member Team Glacier Audi RS3

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    Wow that courtesy car daily rate is insane!
     
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  34. DW81

    DW81 Well-Known Member

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    I can see why people like to settle disputes like this behind the insurance companies backs.
     
  35. MartayMcFly

    MartayMcFly Booooooost Gold Supporter VCDS Map User

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    I'm not really sure why everyone (well at least the majority) are getting so worked up at Audi for not jumping at the chance to take the blame. It's almost worrying, in fact. If you leave your car at the dealership for work, sure they have a limited liability in terms of not leaving the car unlocked or not causing damage etc... but pretty sure you waive any right to press them for accidental damage from a third party when you sign over the car. The other driver is at fault, and the dealer is obviously helping sort the claim details etc. They wouldn't be outwith their rights to just pass the buck on to you to deal with the claim directly. That would be awful customer service, and then I'd expect people to pipe up in protest, but likely happens.

    It's odd to hear about people also complaining about hire-car rates pushing up premiums while also demanding a main dealer body shop uses all genuine parts for the repair... the same dealer that hiked the price on the courtesy car when the insurer accepted the repair charges will do much worse when they can throw in labour charges (probably £100+ per hour) and 'repair' any part they can stretch reasonable consideration to. A good independent could do the repair to the same standard, or better judging by some Audi repairs I've seen, for probably half the cost. That'd help lower premiums. Or you could reject the courtesy car, that'd also lower the repair cost and in turn ease premiums. Add to that the fact your car is still completely drivable so at most, you'd only 'need' a replacement for the week or so it's physically in getting work done, which would at least in part do the same as not taking the courtesy car at all, rather than having the £400/day car for weeks until the repair is agreed and parts ordered etc.

    As for even considering rejecting the car for a parking scrape... I think I just don't get your sense of humour.
     
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  36. Evil Derboy

    Evil Derboy Well-Known Member Team Daytona Audi RS5 Owners Group

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    In these situations the courtesy car has nothing to do with the company doing the repair. The car is provided by an uninsured loss recovery company and it is they who do so at vastly inflated prices. The customer has no way to influence the cost of this.
     
  37. Goubo1

    Goubo1 Well-Known Member

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    From speaking to another service manager out with the lookers group Audi they said if that happened at them they would have had it in for repair straight away then claimed the third party’s insurance to speed things up because it happened on there premises

    Why wouldn’t you demand all genuine parts for the repair ?? The idea is to put the car back to how it was prior to it happening isn’t it and the body shop it’s in at has a good reputation but I agree there are some independent places who’s work is very good but the thing is with them you get manufacturers paint/corrosion warranty if it’s not done at Audi so saying go else where other than Audi makes no sense to me...also the price of the courtesy car I said I’d take something cheaper as that is just a money print

    I’m very particular when it comes to certain things and if I’m put off something that’s me but once it’s all back immaculate again minus that one stone chip on bonnet I’ll maybe fall in love with it again
     
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  38. X3man

    X3man Well known member Gold Supporter X3 M40i Carbon Black

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    I would feel the same as you gouba, I would want the repair down by Audi approved and with OEM parts. I recently had my windscreen replaced and whilst I am sure the generic equivalent would be perfectly fine (have had many of these in the past on other cars) I insisted on OEM and was prepared to pay a premium.

    I too would feel sick if my pride and joy had been damaged even more so as it was in for other warranty work. Pretty sure my dealer would have the same approach as the one you mention above getting car fixed ASAP and then claiming back, but don’t really want to test this theory out.

    An example was when I had my windscreen done by Autoglass my dealer offered to recalibrate the pre-sense camera FOC (usually costs £180...WTF!), but Autoglass did it at calibration centre.

    Fingers crossed all gets done to your satisfaction
     
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  39. AudiNutta

    AudiNutta Moderator Staff Member Moderator Sportback Gold Supporter Team Racing Blue Mica Audi RS3 Audi A4 Audi Avant Owner Group quattro

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    Apologies to barge in on this thread but for future reference, what was the premium to get the OEM screen? I’ve got a few small chips and it’s inevitable it will need a screen down the line.

    I’ve had a non OEM screen on my A3 and it was ok for the majority but occasionally on the passenger side I could see a strange line in it, a ripple would be exaggerating but that’s the best way to describe it!
     
  40. X3man

    X3man Well known member Gold Supporter X3 M40i Carbon Black

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    @AudiNutta, no extra premium for OEM screen, just took a few more days.
     
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  41. royalsteve68

    royalsteve68 Well-Known Member TeamMisano Team Ara Blue Audi S3 Audi RS3

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    After my experience with Autoglass when replacing the rear screen glass on a 14 year old a class recently, I wouldn't touch them with a barge pole, they wouldn't go anywhere near our Audi's.

    They are the Asda of supermarkets, "any old s**t job will do" - in Mercedes dealers words of their work "it is substandard". mastic all over the shop and not quite level either, glass everywhere in the car, glass inside the lock which then wouldn't work.

    They say that they cant do anything as the interior plastic is bonded onto the rear fibreglass tailgate (thanks for the s**t design mercedes!). Well the lock was fine and no glass could get inside the tailgate until the autoglass Neanderthal took the old glass out. Maybe a bit more care and none wouldn't got in! Booking - had to wait 10 days, temp repair - they didn't bother turning up. Warranty guy couldn't be a**ed. Contacting them is near impossible. 1970's service attitude.

    I had to read the riot act to the customer services lady who called me and initially had a real attitude. Once I had been through the whole story she was totally the opposite. The only remedy is to either remove the interior plastic and get out glass, replace the plastic or a better quicker option is to replace the whole tailgate - dreadful design. Likely a main dealer or repairer only job.
     
  42. MartayMcFly

    MartayMcFly Booooooost Gold Supporter VCDS Map User

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    "You're like the Arnold Palmer of golf." - Peter Griffin, 2000
     
  43. Goubo1

    Goubo1 Well-Known Member

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    Got a phone call Thursday saying the car was good to pick up :laughing::laughing:

    I arranged to get it yesterday with the guy who was going to be detailing the car and coating it to come along have a look..he said it’s a really really good job they done even getting the lacquer finish the same as the rest of the car

    So glad as the whole incident annoyed me and to be honest it was just a scrape these things do happen but don’t help when I spit the dummy out lol

    After driving it away once in dynamic mode all was forgotten and forgiven...stopped by the old explosives factory near me for a few pics....probably should have given the car a quick jet wash before the pics but was just enjoying driving it so much

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