Dealer scratched brand new car

Discussion in 'General Motoring' started by yngver, Jun 2, 2010.

  1. yngver

    yngver Guest

    We bought a new 2010 Legacy yesterday. We had asked for quotes a few
    days earlier and this dealership gave a good price on a car in the
    color and options wanted, but they had to drive it from another
    dealership about 30 miles away. The car arrived at about 3:30 p.m. and
    they were closing at 4. Turned out the car didn't have the same
    options they had quoted on, and we almost walked out, but they lowered
    the price a bit more and so we agreed.

    By this time we were the only customers there. When the car was
    finally cleaned up and ready, everyone there was leaving and so we
    just drove it straight home. I took some pictures of it when we got

    Today we noticed a scratch on the back bumper. I looked at the
    pictures I took yesterday right after arriving home and it is there,
    so it was done at the dealer's between the time we initially inspected
    the car and when we took possession. I guess we should have looked the
    car over again before driving off the lot but we had already gone over
    it before they cleaned it and put on the plates, it was getting dark
    and it just didn't occur to us to examine it a second time. I think
    they must have scratched it somehow putting on the plates because they
    were in a hurry to go home.

    My husband is emailing the picture to them and asking what they can
    do, but do we have any recourse here?
    yngver, Jun 2, 2010
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  2. Darn, why didn't you just wait an extra day?!?! ;)

    I used to be a detailer at a Toyota dealer, and I HATED "Spot Deliveries",
    because that means people are waiting in the showroom and they want it
    RIGHT NOW!!! That means RUSH JOB and they lack in quality. And of course,
    usually about the time the datailing shop is closing up...

    You can bring it back, but don't expect a new bumper cover unless the
    dealer is REALLY NICE. Chances are it will go back into the detailing shop
    where they have touch up paint, and it will be cleaned, touch up paint
    applied and blended, and then buffed. If the guy's good and the scratch
    isn't too bad, you'll barely notice it. Hardly. At all. Since YOU know
    it's there, you will always see it. Others may, too, depending on the
    depth of the scratch and the skill of the guy doing the repair. Some come
    out really good...others...

    Perhaps, if you REALLY complain about it, they'll get you a new bumper
    cover and fire the kid that rushed to get your new car to you.
    Hachiroku ハチロク, Jun 3, 2010
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  3. I'd probably just ask for a free oil change coupon or a set of
    floormats. You car is gonna get scratched anyway.
    1 Lucky Texan, Jun 3, 2010
  4. yngver

    Big Jim Guest

    OR WHEN YOU ARE RUSHED. Those "spot " deliveries were a hoot.
    Once the car is off the lot any cosmetic issues are usually put on the
    new owner.
    Big Jim, Jun 15, 2010
  5. yngver

    yngver Guest

    So what would have been the best thing to do in this case? It was
    Memorial Day and I do understand that because it was raining, it took
    them longer than expected to drive the car from the other dealership.
    Once we made the deal, are you saying it would have been better to
    leave the new car there until the following weekend (because we
    weren't going to take a half day off work to go all the way out there
    during the week ) and drive our old car even after we agreed on the
    trade in price? That idea makes me a little nervous.

    yngver, Jun 16, 2010
  6. Have you been back? And why so far? was there not a closer dealer?

    In my case, I wanted a Scion, and the nearest dealer was at least 50 miles
    away. So I went there, gave then the down, and told them to get it ready.
    But, I also had a couple weeks, and PLENTY of other cars. (I call them
    Fleeters, short for my Fleet of Beaters...)

    And I'm still kicking myself over the trade in. I had a Chrysler LHS (and
    me, a Jap car fan!) and traded it for $600. It wasn't mint, but darn close
    to it, and was a GREAT car. And, it was free, the best price of all. I
    should have coughed the $600 and kept it... :(....
    Hachiroku ハチロク, Jun 16, 2010
  7. yngver

    Big Jim Guest

    Once they located the car you want make your deal and tell them you
    will be back next weekend. You got what we used to call "CRUSHED".
    Yes your car could get totalled in that time but you have insurance
    dont you? The sales contract will state that the trade value is
    contingent on being in the same condition of course. If the new car
    was damaged during the week you could of course walk away from the
    deal. You would have noticed anything wrong with the car and got in
    writing a resolution- new bumper , repair , whatever. You can talk
    to the dealer and hope they will fix it but the longer you wait the
    better the chance of them blowing you off .
    Big Jim, Jun 17, 2010
  8. yngver

    blz Guest

    Give 'em a try: be polite, firm, and persistent and they may do you
    good... Went through a similar issue w/ my '02 WRX: discovered a razor
    blade thin cut down to bare metal at the top of the windshield along the
    gasket the day after I drove it off the lot (pretty obviously caused
    when the plastic shipping wrap was removed). My dealer made good & had
    that section repainted at a local body shop. Granted that was nearly a
    decade ago, but some dealers know that customer loyalty pays off in the
    long run: I've had all major repairs & service done there (leaky
    radiator top cap, leaky AC hose, alignments, & clutch job), buy many
    items from them even though cheaper online(oil filters, crush gaskets,
    antifreeze, etc.), and ended up talking my folks into purchasing a
    Legacy GT from them.

    blz, Jun 18, 2010
  9. yngver

    yngver Guest

    No, because the splash guards have not come in yet (part of the deal
    was splash guards at dealer cost, which we have in writing). When we
    go to have those installed, will also deal with the scratch issue so
    they can see it firsthand.

    No, there was not a dealer closer that gave a good quote on a Ruby
    Pearl 2010 Legacy with manual transmission, power roof and all weather
    package. The dealer that actually had the car (where they went to get
    it) was even further away and quoted a higher price. Most of the
    dealers didn't even quote because they said they couldn't even locate
    a manual transmission car in any of the colors we wanted.
    Well, I think if other dealers could have located 2010 Legacies with
    manual transmission, they would have said so. We were told because
    it's the end of the model year, there were hardly any left. Could have
    waited for the 2011--it's supposed to be pretty much the same price--
    but didn't know if they would have the same low finance rate with the
    2011's. And the car we were trading in, a 1999 Legacy, was making an
    evil noise that made us fear it wasn't going to last much longer.
    We got more than we expected for the '99 Legacy, considering it wasn't
    in the greatest shape. In fact, we opted not to sell privately since
    whoever bought it was probably going to be pretty angry in a couple
    more months when it was going to need engine work.
    yngver, Jun 21, 2010
  10. yngver

    yngver Guest

    Okay, that just didn't occur to us. The dealer owes us splash guards
    at cost, which we have in writing, so when we go back, we'll be
    discussing the scratch as well. My husband emailed them the photos the
    day we saw it.

    So they might blow us off, but on the other hand, we keep getting
    letters from the general manager about how important it is we give
    them a good rating when we get the satisfaction survey from Subaru,
    and please let them address any issues before we do the survey, so my
    husband is going to discuss with him the fact that we are not inclined
    to give a good rating right now.

    We got a good price for the new car and a good price for our old car
    as a trade in, so if we don't get the scratch resolved, it's not such
    a big deal to us (we won't tell them that, of course). The scratch is
    pretty hard to see, once it was cleaned up. But if they have a good
    detailer, it would be nice to have it touched up.

    yngver, Jun 21, 2010
  11. yngver

    yngver Guest

    Thanks. That's what we intend to do. On the other hand, I think they
    know they are too far away for us to use them for regular service, but
    my Forester is four years old and we might be buying another Subaru in
    a few years. Actually would have considered buying from the dealer
    where we bought the Forester, but they said they couldn't get the 2010
    model we wanted.
    yngver, Jun 21, 2010
  12. yngver

    Big Jim Guest

    Selling cars is sooo much fun! In all seriousness since you have to go
    back I'd see what the dealer will do. If they do nothing, I'd be sure
    to include "delivered damaged vehicle " in the survey and I'd wager
    the area rep may try to make you happy. Be firm but polite. Good
    Big Jim, Jun 21, 2010

  13. PLEASE!!!!!

    NOT when I'm drinking coffee!!!

    Now, where's that shop rag?!?!?
    Hachiroku ハチロク, Jun 22, 2010
  14. yngver

    yngver Guest

    Thanks. They buffed it out and we don't see the scratch anymore.
    Haven't received the survey yet but they did address the minor
    problems we had, so I guess we are satisfied.
    yngver, Jun 30, 2010
  15. Hachiroku ハチロク, Jul 2, 2010
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