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      01-28-2012, 09:19 PM   #1
dhahlen
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Local Dealer scuffed my car - Anything I can do?

I'll try to sum this up as briefly as possible.

-Car was picked up from detailing on 1/22 and brought to dealership on 1/23
-Dealer was informed NOT to wash car
-Car was picked up from dealership on 1/24
-I drove car for a couple of days
-Car was dropped off at dealership on 1/26 for a part replacement
-Dealer was informed NOT to wash car
-Car was picked up 1/26
-Car was not driven 1/27
-Noticed huge gash on 1/28
-Called Service Manager, sent him pictures

Have to wait until my Service Adviser is in on Monday.

I told the Service Manager that I did not do it, proof being that if I take the time to have a car detailed why in the hell would I do such a horrible job trying to touch up the paint.

Also, if someone hit me, I don't think they'd take the time to touch up the paint. The mark clearly looks like someone dropped something on it or ran something into it due to the abrasion marks.

The service Manager said that if the car was damaged, I would have been notified. They also said applying touch up paint without customer permission is a huge quote, "no-no."

Being that I didn't notice it until I drove off the lot, probably not much I can do. I am dropping the car off to have a front lip painted, it's likely I'll have my body guy fix the spot the dealer jacked up. I doubt they'll do anything, but I figured I'd ask to get some thoughts from other members.

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After:


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      01-28-2012, 09:23 PM   #2
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Someone at your dealer messed up and tried to cover their tracks without telling a supervisor. Since there are so many BMW owners who just drive and go they didn't think it would be caught. Keep the process going and get them to take care of it, nothing to freak out over. Don't burn bridges at your local dealer but get them to claim responsibility. If this were done on the street obviously no one would have bothered to (or have) put some kind of paint over it.
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      01-28-2012, 09:29 PM   #3
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I haven't burnt any bridges yet.

The service adviser has been really polite as was the manager.

I've heard stories about their paint shop, horror stories. It looks like I have to take the risk of their body shop handling it or have my buddy do it, which will be out of pocket.

Hopefully I get some good news Monday. I can't expect anyone to know what ever service member is doing at every moment. It sounded like that's what he was trying to claim. Basically stating that nobody is/was capable of doing that. People break the rules, it happens, and to believe otherwise is unrealistic.

I'll keep everyone posted, I should have some news Monday.
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      01-29-2012, 08:53 AM   #4
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It's better to pay out of pocket to have the job done right the first time than risking going back and forth to a questionable shop. What if they mess something else up while your car is there (e.g., overspray, other scratches, poor workmanship)? Better to try and get them to pay the bill for properly done work. To put it in perspective, I was without my C63 for 7 weeks as a result of a small dent & chip in the door that I wanted fixed. Problem after problem with their work such as overspray, runs in the clear coat, missing emblems, etc. Just on and on it went and had to drive back and forth each time.
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      01-29-2012, 10:07 AM   #5
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Quote:
Originally Posted by SehrSchnell View Post
Man that sucks... sorry to see that. I would talk to the SA and manger, and be very calm and collected about it. If you get testy - they'll stall you right away. But if you state your case in a polite way, you definitely have a good shot that they'll do the right thing and fix it for you. Good luck!
Spot on! Personal experience says you'll most likely get nowhere going in all fired up.
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      01-29-2012, 10:36 AM   #6
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You can win the battle just keep calm and go to the GM of the dealer. Other good news your car is white and this damage will be an easy fix. This happened to me in March the day I purchased a new Audi S4. I told them do not wash the car. Got the car home and the trunk lid had a gash to primer that was 3 inches long. Remember most high-end dealers have a traveling body shop that will fix damage. You would be surprised how many cars get fixed at the port after a small mishap or after ariving to the dealer. In Dallas my dealer has a Permianate team of two guys that work on new and pre-owned cars that have minor damage. You can get them to pay for it Good luck & I feel your pain.
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      01-29-2012, 01:43 PM   #7
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Looks like they tried to cover it up with some white out
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      01-29-2012, 09:22 PM   #8
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Its things like this that makes me always do a walk around everytime anyone drives my car for any reason for any distance. I also think somebody didn't want to get a write-up, so they tried to pull a fast one.
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      01-30-2012, 09:52 AM   #9
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Quote:
Originally Posted by NAForever View Post
Its things like this that makes me always do a walk around everytime anyone drives my car for any reason for any distance. I also think somebody didn't want to get a write-up, so they tried to pull a fast one.
I agree. I expect to hear from them this morning, we'll see how it pans out.
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      01-31-2012, 10:27 PM   #10
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Dealer reviewed the video, didn't find anything.

However, the service manager said they would cover the damage.

They offered to repair it or cut me a check. The check will cover about 70% of what it will cost to get it done at a shop I trust. I haven't accepted anything yet, but I'll likely make a decision tomorrow. I feel I am entitled to have it repaired where I want and have it covered, but I feel they'll tell me to take it or leave it.

The Service Manager has been polite about the situation, I'm honestly surprised.
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      02-01-2012, 01:19 AM   #11
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I think that deal is fair considering no one can prove anything.
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      02-01-2012, 01:22 AM   #12
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A dealer dinged both rear fenders on my S Class and when we approached them about it, the SA actually admitted to having seen the small dings. They ended up popping them out at their body shop for free.

Obviously it sucked, but this was one of the first times I've seen a stealership own up to a mistake and resolve the issue as best as they could.

Hopefully they do the same for you... free of charge. Generally they have an in-house body shop or an affiliated body shop that will perform small repairs for their customers.
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      02-01-2012, 01:26 AM   #13
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Quote:
Originally Posted by dhahlen View Post
Dealer reviewed the video, didn't find anything.

However, the service manager said they would cover the damage.

They offered to repair it or cut me a check. The check will cover about 70% of what it will cost to get it done at a shop I trust. I haven't accepted anything yet, but I'll likely make a decision tomorrow. I feel I am entitled to have it repaired where I want and have it covered, but I feel they'll tell me to take it or leave it.

The Service Manager has been polite about the situation, I'm honestly surprised.
It is a fair deal IMO. Glad it worked out man.
If it was me, I would get them to repair it and I would pay the extra 30% for a mod or something.
GL with your decision.
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      02-01-2012, 01:31 AM   #14
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Quote:
Originally Posted by M3PO View Post
I think that deal is fair considering no one can prove anything.
Well said. These threads seem to hold more weight than I expected. Nobody wants to be bad mouthed on here. Customer is always right.
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      02-01-2012, 08:41 AM   #15
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I would take the check, then have a body shop that you trust do the repairs. Considering how it happened it seems reasonable. Btw, what amount are they offering you?
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      02-01-2012, 09:24 AM   #16
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Quote:
Originally Posted by dhahlen View Post
Dealer reviewed the video, didn't find anything.

However, the service manager said they would cover the damage.

They offered to repair it or cut me a check. The check will cover about 70% of what it will cost to get it done at a shop I trust. I haven't accepted anything yet, but I'll likely make a decision tomorrow. I feel I am entitled to have it repaired where I want and have it covered, but I feel they'll tell me to take it or leave it.

The Service Manager has been polite about the situation, I'm honestly surprised.
If the dealer is a BMW dealer (and I assume it is) I would have them do it and make sure you accept nothing less then 100% repair to restore original finish and paint match ... also make sure it does not affect your warranty whatsoever. Why should you pay the other 30% it is not fair in my book.

Get the "does not affect warranty in writing" from the dealer especially if it should be a leased car.
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      02-01-2012, 09:31 AM   #17
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Quote:
Originally Posted by Prince_of_Persia View Post
It is a fair deal IMO. Glad it worked out man.
If it was me, I would get them to repair it and I would pay the extra 30% for a mod or something.
GL with your decision.
I have heard stories regarding their body / paint work from other locals and employees / friends. I can't say I'm comfortable having them do it.

Quote:
Originally Posted by Rolf-Dieter View Post
If the dealer is a BMW dealer (and I assume it is) I would have them do it and make sure you accept nothing less then 100% repair to restore original finish and paint match ... also make sure it does not affect your warranty whatsoever. Why should you pay the other 30% it is not fair in my book.

Get the "does not affect warranty in writing" from the dealer especially if it should be a leased car.
I agree Rolf, I shouldn't have to pay anything. They're offering to fix it, meaning nothing out of pocket. However, as I previously mentioned, I can't be sure what I am going to get with the body shop. A few days repair could turn into weeks if I have to argue that it doesn't match correctly.

Looking at it this way, if someone backed into my car and took off, I wouldn't get anything. Paying 30% sucks, but I know and trust the body shop doing the paint work. I could try and negotiate the price a bit more with the dealership, express my thoughts in a professional manner, and see what they say. Worst case they say we have to repair it, best case they offer more money. I am not trying to pocket or make a profit, simply cover the loss as close to 100%.
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      02-06-2012, 11:31 AM   #18
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I sent another e-mail prior to the weekend. They covered $400 instead of $300, after I asked.

It's all taken care of and looks great. I was pleased with how easy the dealership was to work with.
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      02-06-2012, 09:48 PM   #19
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Quote:
Originally Posted by dhahlen View Post
I sent another e-mail prior to the weekend. They covered $400 instead of $300, after I asked.

It's all taken care of and looks great. I was pleased with how easy the dealership was to work with.
Good ending to a bad start
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