Gen7 - Paintwork Damaged By Toyota Dealer - Advice?

[u768211]

Hi all,

I am not a happy bunny!

I took my Gen7 190 in to my local Toyota Dealer (Andrew Rowley Watford) for some minor bits and pieces. They signed it in, and inspected it etc.

When I picked it up I noticed lots of bits of paintwork damage to the bonet - looks like the paint has lifted off in small patches about the size of the end of your thumb to little finger. This definately was not there when I dropped it off. I took photos and even a bit of video on my mobile phone.

I then called them, and on their instructions emails them some of the photos. Now, some weeks later they come back saying that "our experts feel that it is not in keeping with and cannot be attributed to one day’s exposure to a main dealer workshop environment"!!

WHAT? - FACT it was caused in their dealership!

Anyone had any similar experiences, or any budding solicitors out there - I feel a small claims court approaching!

If NO, then just some advice - avoid Andrew Rowley Watford if you value your car!

Thanks.

[smoftah]

Call Toyota GB customer relations (01737 363633 - ask for Customer Relations), make an official complaint about the dealership.

Toyota GB should put some weight on them and hopefully help the situation.

[Norfolk n Chance]

Your local Trading Standards Office will be quite helpful too

[smoftah]

Almost forgot once you have taken these steps, always inform the dealership so they will want to hopefully deal with this before it is properly raised with the Trading office and TGB

[u768211]

Thanks all - will contact TGB and Trading Standards and let you know.

edited to add - email address for TGB (in case anyone finds it useful) customer.relations@tgb.toyota.co.uk

[Wobbers]

the small claims court is £70 to put a claim in upto £5000

If you have a picture of the car previously, zoom in to the bonnet and see if the damage was there. Then compare to photos after ther dealer had it.

If there is a differance, you should have no problems. You get all your court fees back and the price of repair.

Otherwise it is your word against theirs, and if you put you case well to the judge (very informal and you dont need a solicitor) with verbally absolute certainty - you will probably win.

Infact the dealership will probably not turn up or make good the bonnet before it all goes to court. It usually takes 2-3 months to get to court so you should see results before that from the dealership.

Hope this helps!

Good Luck!

[ghettofunkmaster]

Hi,

very sorry to hear about the damage.

All the above is very useful however, this extract may help also.

It's from the Supply Of Goods and Services Act 1982

(s)13 Implied term about care and skill In a contract for the supply of a service where the supplier is acting in the course of a business, there is an implied term that the supplier will carry out the service with reasonable care and skill.

Stating this may help

Hope it goes well.

[Red Yaris 54]

the small claims court is £70 to put a claim in upto £5000

If you have a picture of the car previously, zoom in to the bonnet and see if the damage was there. Then compare to photos after ther dealer had it.

If there is a differance, you should have no problems.

I understand that because of the use of "Photoshop" programmes, digital photography might not be admissable as evidence

Good luck with your quest for justice

[Calisto]

the small claims court is £70 to put a claim in upto £5000

If you have a picture of the car previously, zoom in to the bonnet and see if the damage was there. Then compare to photos after ther dealer had it.

If there is a differance, you should have no problems.

I understand that because of the use of "Photoshop" programmes, digital photography might not be admissable as evidence

Good luck with your quest for justice

I think its admissible if an actual insurance company took the picture. but really not 100% sure on that one.

[u768211]

Hi all,

Currently progressing this via TGB Customer Service. Luckily I took some video including date and time, so this should (hopefully) resolve the photoshop issue. No resolution yet, but hopefully they will do the right thing.

Will let you know.

James.

PS - here is a sample photo

[jbuckl]

Hi all,

Currently progressing this via TGB Customer Service. Luckily I took some video including date and time, so this should (hopefully) resolve the photoshop issue. No resolution yet, but hopefully they will do the right thing.

Will let you know.

James.

PS - here is a sample photo

looks like brake fluid damage from the picture... were there any 'runs'....brake fluid is quite thin and tends to run even on shallow gradients/curvatures.

[u768211]

Hi all,

Update - After progressing this through Toyota UK, I got a meeting with Mr Andrew Rowley. They were still implying that the damage was not their fault, but have a agreed to respray the bonnet and one of the wings. So a good result, although this has taken two months to resolve!

So thanks very much for all of your help.

They suggested that I might also want to get the bumper and other wing done, to make it all tie in nicely. They will get quote for me on this work - questions;

1) Do I have to do this, will the resprayed areas stand out otherwise?

2) What sort of cost should I expect, the pesimist in me thinks that they will try and cover the repair work to the bonnet (plus 1 wing) by giving me a high quote on the bumper and other wing!

Thanks again

[Norfolk n Chance]

Hi all,

Update - After progressing this through Toyota UK, I got a meeting with Mr Andrew Rowley. They were still implying that the damage was not their fault, but have a agreed to respray the bonnet and one of the wings. So a good result, although this has taken two months to resolve!

"it's not our fault but we'll respray the bonnet and wing for you"

Sounds like an admission to me!

[Parts-King]

Hi all,

Update - After progressing this through Toyota UK, I got a meeting with Mr Andrew Rowley. They were still implying that the damage was not their fault, but have a agreed to respray the bonnet and one of the wings. So a good result, although this has taken two months to resolve!

So thanks very much for all of your help.

They suggested that I might also want to get the bumper and other wing done, to make it all tie in nicely. They will get quote for me on this work - questions;

1) Do I have to do this, will the resprayed areas stand out otherwise? NO Your car your choice- See below

2) What sort of cost should I expect, the pesimist in me thinks that they will try and cover the repair work to the bonnet (plus 1 wing) by giving me a high quote on the bumper and other wing! Rule of thumb is £100 per panel

Thanks again

The one thing I would say is you cant paint a bonett and not "blow in" to the wing, it will stick out like chalk and cheese. The method involves flashing paint over existing panels to belnd out the effects of new against old paint (simplified term for blending) so if they are going to do that to the wing anyway, should you be paying? The bumper may look shabby and the whole car will look better if you have this done, but dont pay over the top

In their defence I would say that photo looks like the laquer has not taken to the paint below it, indicating a previous repair at some time, if something had dropped on to the paint (brake fluid for instance) then it would eat through the paint as well and not just the laquer, nothing else I can think of in the workshop would do just that to the laquer only

Kingo