Car Trouble

Braziliance

Yesterday my car broke down Charlton, warning signal about the engine coolant being low and to refill. I topped up and noticed it was leaking so there's obviously some damage.

This happened before in July 2023, same issue. Engine coolant warning and a leak. I took it to the garage and they fixed it.

RAC come out and the guy basically says I've been done dirty and the garage did a proper patchwork job and it wasn't professional. 

I rang the garage and explained, they said I'm welcome to come in and have it fixed again, but as it has been over a year, I've lost my warranty. I then explained that someone who fixes cars says they did a shoddy job and I should question it, they of course got defensive and said no refunds etc. 

Spoke to the citizens advice bureau and they said I'm well within my rights to challenge them under the consumer rights act 2015. So I've sent a wordy letter, and now awaiting an outcome.

Has anyone else had issues like this, as its my first bad experience with a car garage.

The car is a BMW 3 series. If anyone has had similar issues.

Thoughts?

MuttleyCAFC

When it happened in 2023, what specifically was the issue? 

Braziliance

MuttleyCAFC said:

When it happened in 2023, what specifically was the issue? 

Same thing, burst coolant pipe with a leak. When I went to drive after parking up, the car was leaking and a warning light popped up saying to top up, I drove it home as I wanted to get it on my drive and by the time I was home (only around a 3 min drive) it was red light. 

Same issue yesterday, coolant top up notification and a leak.

guinnessaddick

I would have thought that any burst pipe should have been replaced,  the only other thing that they probably did was to repair the pipe, that would constitute a patchwork job. What does it say on the receipt, as to work done?

MuttleyCAFC

The reason I asked was because BMW are well known to have coolant issues. Normally a pipe shouldn't be a difficult or expensive fix but BMW are also well known to overcomplicate with plastic parts instead of standard hoses. Replacing a pipe with new is too cheap a job generally to require a patch up. Did the RAC bloke say specifically where the garage was a fault? That might help your argument rather than a throwaway comment.

Braziliance

guinnessaddick said:

I would have thought that any burst pipe should have been replaced,  the only other thing that they probably did was to repair the pipe, that would constitute a patchwork job. What does it say on the receipt, as to work done?

Work done was pipe replaced. That was it mate.

MuttleyCAFC said:

The reason I asked was because BMW are well known to have coolant issues. Normally a pipe shouldn't be a difficult or expensive fix but BMW are also well known to overcomplicate with plastic parts instead of standard hoses. Replacing a pipe with new is too cheap a job generally to require a patch up. Did the RAC bloke say specifically where the garage was a fault? That might help your argument rather than a throwaway comment.

He said that he could tell by the engine coolant lid screw and the seal and residue it wasn't replaced efficiently, and that he can only imagine how bad the work is inside based on the obvious issue. 

To be honest I massively regret getting the car, I had a Honda civic before this and it never once caused me an issue, this BMW has been nothing but trouble so far.

bobmunro

You should firstly ask the garage if they are accredited to the Motor Ombudsman. If not then Trading Standards is the way to go. Offer the garage the option of an independent assessment service (agreed by both parties) to determine whether or not 'reasionable care and skill' were applied to the repair.

This is on the Ombudsman website:

What should I do if I’m unhappy with the garage’s work on my car?

Under the Consumer Rights Act 2015, the garage has an obligation to use reasonable care and skill when completing any repairs, servicing or investigations on your car. Therefore, if the garage has failed to use reasonable skill and care in the work provided, then the business has an obligation to do the work again or provide you with a refund.

In order to resolve a dispute regarding the standard of work, you should firstly raise your concern with the garage directly, ideally by submitting a formal complaint to the business in line with their in-house complaints procedure.

If you’re unhappy with the final response of the business, or more than eight weeks has passed since raising the complaint with the business, then you may escalate the dispute to The Motor Ombudsman for further investigation.

Lordflashheart

Not helpful I know - but I’ve had one BMW in my - lengthy - list of cars owned

It was a dog egg of a car (bought from a main dealer BTW)

Never will I own a BMW again 

MuttleyCAFC

My brother had a routine service on his Suzuki Vitara a few years back and the mechanic forgot to replace the oil cap. He broke down and the engine was a write off. When my brother complained the garage said they put it on and he must have taken it off. It was their word against his but why would he have taken it off immediately after a service?

Having said that, if shoddy workmanship was obvious to the RAC bloke, maybe you could get a report to back that up which you can use against the garage. Maybe get it fixed somewhere else and get that garage to do you a report and try to use it to claim the repair costs off the first garage.

Braziliance

bobmunro said:

You should firstly ask the garage if they are accredited to the Motor Ombudsman. If not then Trading Standards is the way to go. Offer the garage the option of an independent assessment service (agreed by both parties) to determine whether or not 'reasionable care and skill' were applied to the repair.

This is on the Ombudsman website:

What should I do if I’m unhappy with the garage’s work on my car?

Under the Consumer Rights Act 2015, the garage has an obligation to use reasonable care and skill when completing any repairs, servicing or investigations on your car. Therefore, if the garage has failed to use reasonable skill and care in the work provided, then the business has an obligation to do the work again or provide you with a refund.

In order to resolve a dispute regarding the standard of work, you should firstly raise your concern with the garage directly, ideally by submitting a formal complaint to the business in line with their in-house complaints procedure.

If you’re unhappy with the final response of the business, or more than eight weeks has passed since raising the complaint with the business, then you may escalate the dispute to The Motor Ombudsman for further investigation.

Cheers mate, I've sent a letter today basically along these lines after the advice I got. Hopefully it's resolved. 

Either way, if/when the car gets fixed, I'll probably look to sell it at some point. 

BMWs are a bit like a hot bird, great to look at and fun at first. But then down the line you'll realise your modest civic was better for your health and more reliable.

MuttleyCAFC

I always buy an engine not a car. And being old, I like an engine that is not overstretched and where you can read up on it. The more it is expected to do, turbos etc... the shorter it will last. If it is tried and tested and you can see positive reviews it is less of a risk. All car companies are guilty but BMW have high performance engines that get hot and use too many plastic parts needlessly. And their parts are more expensive  which contributes.

Chizz

MuttleyCAFC said:

My brother had a routine service on his Suzuki Vitara a few years back and the mechanic forgot to replace the oil cap. He broke down and the engine was a write off. When my brother complained the garage said they put it on and he must have taken it off. It was their word against his but why would he have taken it off immediately after a service?

Having said that, if shoddy workmanship was obvious to the RAC bloke, maybe you could get a report to back that up which you can use against the garage. Maybe get it fixed somewhere else and get that garage to do you a report and try to use it to claim the repair costs off the first garage.

I hope they offered him a replacement oil cap

guinnessaddick

Chizz said:

MuttleyCAFC said:

My brother had a routine service on his Suzuki Vitara a few years back and the mechanic forgot to replace the oil cap. He broke down and the engine was a write off. When my brother complained the garage said they put it on and he must have taken it off. It was their word against his but why would he have taken it off immediately after a service?

Having said that, if shoddy workmanship was obvious to the RAC bloke, maybe you could get a report to back that up which you can use against the garage. Maybe get it fixed somewhere else and get that garage to do you a report and try to use it to claim the repair costs off the first garage.

I hope they offered him a replacement oil cap

Funny, they had one sitting on the bench.

Hartleypete

Son had a similar problem with a shoddy repair. Honestly say get an independent garage report or if RAC will give you a report confirming the shoddy work as they suggested ( doubt whether they will).

 This will definitely help if it comes to litigation. My son was successful eventually, but it did take over a year to get his money back.

good-luck, there are some right dodgy garages out there.

cafcnick1992

MuttleyCAFC said:

I always buy an engine not a car. And being old, I like an engine that is not overstretched and where you can read up on it. The more it is expected to do, turbos etc... the shorter it will last. If it is tried and tested and you can see positive reviews it is less of a risk. All car companies are guilty but BMW have high performance engines that get hot and use too many plastic parts needlessly. And their parts are more expensive  which contributes.

Yup like we've discussed in the past - there's a reason why some of these big American V8 engines will do over 400,000 miles with routine maintenance. Understressed and made of iron.