Car Servicing semi-rant

DorsetDude

DorsetDude

Spud
Suspended / Banned
Messages
7,018
Name
Keith
Edit My Images
Yes
Too much info to go in the WAMT thread, whilst i'm on a tea break...

VW Golf went in for service on friday on a collection basis.

Got a call about 3 o clock, "We've done your service and brake fluid. We note that 2 of your tyres are down to 3mm, its £80 per tyre for us to change them"

I know about the tyres, been keeping an eye on them for months.

I tell the service people this, and tell them to leave them on as I can get the tyres cheaper from black circles at a later date.

Get a call about half four to pay the bill, including £160 for tyres.

"Whoa! I told you not to do the tyres!"

there then followed some arguing to-ing and fro-ing and the rep saying:
"Mr dorset dude I must inform you that we record all calls"

Excellent thinks I, I know what I said so there will be proof. I say "Great, go and listen to that then and you will see that I did not ask for the tyres"

Call back 20 minutes later. "Our rep wasn't at her desk when she rang you about the tyres so unfortunately we do not have the call record but our rep and the driver who was sat near her desk at the time clearly heard you say you wanted the tyres fitted". Me starting to get quite annoyed now.

Loads more arguing and them basically telling me I'm a liar because all their staff say I did ask for the tyres. Were all their staff sitting round a speaker phone listening in then!? In the end they agreed to drop the price of the tyres to only £5 more, for the two, than I would have paid at black circles. I was still fuming at basically being called a liar but went with it as it seemed the best option. :mad:

At one point, between VW phone calls, I actually rang back to a friend of mine who I was with at the time (3pm) when they rang and discussed the tyres and asked, "Did I definitely say I dont want the tyres do you remember?"
"Yes I remember, you definitely said you didn't want them, I'll be a witness if you like"

Anyway I've got Continental tyres on, and given the choice I would have got Goodyear efficient Grip or Dunlop blu responses. No idea how they compare with my choices.

Still wondering whether to write a snotty letter to a manager somewhere or just let it go for the sake of £5. It all boils down to "he said, she said" at the end of it, even though I know I'm right and don't like being told I'm a liar by some corporate chump.

Thoughts?

Cheers all and sorry for the long post!
 
That would completely boil my p*ss to be honest!!!

Definitely wouldn't let it go from two points:

1) They are calling you a liar
2) They fitted something to your car which you didn't want and specifically told them not to

The he said/she said argument....... If you had said on the phone that you wanted them, why would you be arguing about it now? Would you not have asked for tyre choices if you had said you wanted them replaced?
 
Garages are a law onto themselves!
 
I think they are all at it. we have a service plan on a merc b200 and first service all ok second one and we got the phone call tyres are down we advise changing them and the discs are worn too, not the pads. like you i know the tyres are worn but still very legal i did have brakes done as we were going away to spain in the car but not happy about it. come november phone call from the merc garage shall we book you in for a tyre change. no thanks they are still very legal
 
we have a small Merc in the UK an A Classe, 59 Reg .. not many miles ........ I now find Halfords Service Centre very good for the Routine Services and similar ..... also their tyre prices were hardly any more expensive than Micheldever up the road, where you end up in a queue for an hour

The Main dealers are expensive
 
BillN_33 said:
we have a small Merc in the UK an A Classe, 59 Reg .. not many miles ........ I now find Halfords Service Centre very good for the Routine Services and similar ..... also their tyre prices were hardly any more expensive than Micheldever up the road, where you end up in a queue for an hour

The Main dealers are expensive
Click to expand...

I've been surprisingly happy with Halfords. Used them through a couple of name changes (They used to be Nationwide) and my local one is great.
 
JonathanRyan said:
I've been surprisingly happy with Halfords. Used them through a couple of name changes (They used to be Nationwide) and my local one is great.
Click to expand...

same here in Winchester - always keep you informed - the price is what they quote and they don't do anything without calling you and quoting and they provide a list of what may need doing in the future .... I have found them very friendly and efficient
 
wow that is a very poor experience.
I would be making a very serious complaint to the company indeed.

Ask for a complete apology and they supply the recording.
 
Some garages are complete idiots. Write a letter to the manager (or the manager of the company?) and demand an apology and refund.
 
I'd also report them to consumer direct. If they've pulled this stunt before then Trading Standards will be happy to know about it. Appalling customer service.
 
I've just had to take our Golf back in 1 week after service due to erratic idling to my local VW agent.

I actually find them reliable and honest, my OH's sister's BF has gone back to VW agent from an independent he has used for years for the reason that he was being fobbed off by the mechanic....
 
I'm with Jonathan in post #7.
 
DorsetDude said:
Call back 20 minutes later. "Our rep wasn't at her desk when she rang you about the tyres so unfortunately we do not have the call record but our rep and the driver who was sat near her desk at the time clearly heard you say you wanted the tyres fitted". Me starting to get quite annoyed now.
Click to expand...
I'd insist on seeing the Driver's time sheet and match that against the call time - how often is a garage driver not driving and when he isn't he's got lots of other jobs? Plus a check of their cctv to see if the Rep was in the showroom at that time. Insist that the complaint is handled by a regional manager as the local office staff are all implicated in the lies from their end. Tie 'em up in knots proving they aren't lying. If they don't return the car after you offer to pay the pre-agreed price (everything except the tyres) it's time to bring in the local bobby (and trading standards whilst you're on the phone). Very quickly it gets more expensive for them than a set of tyres.

.. but as this has passed now, complain to head office and you were bullied* into accepting the tyres because you needed the car for the weekend. You're convinced they're lying but the dealership wouldn't let you take the car without paying..


* don't let pride get in the way of using this word.
 
@OP that would seriously annoy me as well. Mistakes happen, but how they get rectified is what really matters. Being called a liar (effectively) is not on, nor is not being given a choice on tyres.
 
ask them for a refund ........ maybe the difference between the tyres from them and from the cheapest, plus £20 and then move on ........ you will spend hours and get no-where

OK you can say that if they do not you intend to do x and y ........ but say to settle this THEY need to financially compensate you
 
Alastair said:
I'd insist on seeing the Driver's time sheet and match that against the call time - how often is a garage driver not driving and when he isn't he's got lots of other jobs? Plus a check of their cctv to see if the Rep was in the showroom at that time. Insist that the complaint is handled by a regional manager as the local office staff are all implicated in the lies from their end. Tie 'em up in knots proving they aren't lying. If they don't return the car after you offer to pay the pre-agreed price (everything except the tyres) it's time to bring in the local bobby (and trading standards whilst you're on the phone). Very quickly it gets more expensive for them than a set of tyres.

.. but as this has passed now, complain to head office and you were bullied* into accepting the tyres because you needed the car for the weekend. You're convinced they're lying but the dealership wouldn't let you take the car without paying..


* don't let pride get in the way of using this word.
Click to expand...

Why would you waste the Police's time with what is a civil matter?
Its quite simple the OP should have refused to pay the bill for the tyresa and demanded that the original tyres were refitted particularly if he was positive that he instructed them to leave the tyres, even more so if the Garage cant provide evidence of him having authorised the tyre replacement. If there is a problem in this instance you go straight to the Dealer Principal.
 
Not a chance in hell I'd let this one go Keith.
You deserve an apology at the very least, but what they should do, is replace the tyres they put on, with the tyres you were going to get elsewhere, and at their cost.
 
You paid the bill you agreed to it by doing so
Don't waste time on it
 
Bu99er. If only Id thought of not paying the bill Friday. I have a 2nd car anyway so it wouldn't have bothered me that much. Not that Id have told them that of course. Maybe use an Audi main dealer from now on instead.
 
VW will have to find some way of clawing back the compensation payments they will have to pay for the emissions scenario. :)
 
Last edited:
killwilly said:
VW will have to find some way of clawing back the compensation payments they will have to pay for the omissions scenario. :)
Click to expand...

What have they omitted? ;)
 
DorsetDude said:
Loads more arguing and them basically telling me I'm a liar because all their staff say I did ask for the tyres.
Cheers all and sorry for the long post!
Click to expand...

I feel your pain.

I once had a problem with AA insurance who accused me of lying. I tried going to the ombudsman but he just took the AA at their word and repeated their allegations until I threatened him with legal action and at that point he shut up.

You can write and complain and I think that's the right thing to do but I wouldn't expect any result. I don't think that people start out to be dishonest, maybe some do but I think most just make a mistake and then turn to dishonesty to cover their mistake up and that's probably what happened in your case.

Maybe just do what I did... tell them you'll pay the money but now that you know that they're dishonest they'll never ever get another penny of your money and you'll tell everyone and anyone how they've acted.
 
BillN_33 said:
The Main dealers are expensive
Click to expand...
The main dealer I use will price match any vat registered garage within a 5 mile radius. The place I normally get my tyres from is outside that radius but it was only £6 more for a pair at the dealers so not really worth making the extra journey to the normal place.
 
I use a garage at the seaside and while my cars in I go for a walk :D

I've been using them since they opened and they know me and always give a very good price, in fact I get a really good price every time and they just couldn't be more helpful. They even do stuff and don't charge :D I have two cars and I take them both there.
 
I had something similar, years ago, with a BMW main dealer. They replaced 2 tyres which they said were worn but which I knew were fine, and didn't even ask first. They may have thought that nobody would notice as it was a Company account - but as I owned the Company, I did notice.

After a lot of argument we agreed that they would charge for just one tyre. But the amount they charged for one would have paid for 2 from a tyre shop...
 
Dreadful customer service. Wish John Lewis did car servicing.
 
as far as i can see its purely and simply fraud ,proving it will be difficult though ,trading standards is possibly the best route as they may have pulled this before . makes you wonder if they are trying to claw back corporate money from elsewhere to pay for the emissions scandal .as it must be hurting them badly .
 
Would be really handy if my iPhone had recorded the calls on friday!
 
MatBin said:
Dreadful customer service. Wish John Lewis did car servicing.
Click to expand...


Is that the same John Lewis whose price matching department were supposed to call us back last week? And who use as many employees of the manufacturers in their stores as possible to keep the number of partners they have to pay down?

I'll stick with professionals thanks!
 
DorsetDude said:
Too much info to go in the WAMT thread, whilst i'm on a tea break...

VW Golf went in for service on friday on a collection basis.

Got a call about 3 o clock, "We've done your service and brake fluid. We note that 2 of your tyres are down to 3mm, its £80 per tyre for us to change them"

I know about the tyres, been keeping an eye on them for months.

I tell the service people this, and tell them to leave them on as I can get the tyres cheaper from black circles at a later date.

Get a call about half four to pay the bill, including £160 for tyres.

"Whoa! I told you not to do the tyres!"

there then followed some arguing to-ing and fro-ing and the rep saying:
"Mr dorset dude I must inform you that we record all calls"

Excellent thinks I, I know what I said so there will be proof. I say "Great, go and listen to that then and you will see that I did not ask for the tyres"

Call back 20 minutes later. "Our rep wasn't at her desk when she rang you about the tyres so unfortunately we do not have the call record but our rep and the driver who was sat near her desk at the time clearly heard you say you wanted the tyres fitted". Me starting to get quite annoyed now.

Loads more arguing and them basically telling me I'm a liar because all their staff say I did ask for the tyres. Were all their staff sitting round a speaker phone listening in then!? In the end they agreed to drop the price of the tyres to only £5 more, for the two, than I would have paid at black circles. I was still fuming at basically being called a liar but went with it as it seemed the best option. :mad:

At one point, between VW phone calls, I actually rang back to a friend of mine who I was with at the time (3pm) when they rang and discussed the tyres and asked, "Did I definitely say I dont want the tyres do you remember?"
"Yes I remember, you definitely said you didn't want them, I'll be a witness if you like"

Anyway I've got Continental tyres on, and given the choice I would have got Goodyear efficient Grip or Dunlop blu responses. No idea how they compare with my choices.

Still wondering whether to write a snotty letter to a manager somewhere or just let it go for the sake of £5. It all boils down to "he said, she said" at the end of it, even though I know I'm right and don't like being told I'm a liar by some corporate chump.

Thoughts?

Cheers all and sorry for the long post!
Click to expand...

Did you ask the people whether they take no for an answer? Would hate to go out on a date with them, you'll probably be force fed 'tea'....No no I don't want tea.... You're getting some whether you like or not...
 
You must log in or register to reply here.
Back
Top