[Fazil]

Hi, my car had a brake issue Wednesday night and was towed by BMW assist to a local dealer. It was kept at secure storage at the recovery trucks secure compound just down the road from the dealer, and sent to the dealer Thursday morning.
When the recovery guy was loading the car, I asked him to be very careful which he was. A friend took pics of the alloys just before loading and that was that.

The work was carried out by the dealer on Thursday and I went to collect it, just before servicing closed at 6pm. I didn't occur to me to check the car paintwork. I noticed they had washed the car and hoovered it, which I never get done by a dealer for reasons explained later. But it had been a long day, was around 6pm and I just wanted to get home, so I thought nothing of it.

But I needed fuel, so I went to a local BP a mile or two down the road. It was then I noticed the paintwork in the bright sun, and it is a complete mess.

I had the car ceramic protected, so multistage machine polish, 2 coats of Gyeon and a top coat, at the end of March 2019.
The car was 99% pristine besides a few areas of damage I had done, which couldn't be sorted unless I took the car to a bodyshop for repair.
But these were minor as the car looked 99% new despite it's metallic black colour.

The detailer who did the ceramic protection is the only person I use to wash the car, always hand washed, 2 bucket method. Nobody else touches it, simple as that, not even me. He always does a faultless job and makes it look as pristine as possible.


Back to Thursday, I did not ask the dealer to wash the car, nor did they ask me if I wanted the car washed, to which I would have replied no. They just did the work as authorised and washed without my permission.

I will attached pictures of the scratches, swirl marks they have left on the car in the next post. In between unloading the car at the storage unit, and me collecting the car from bmw, the front left alloy has been scuffed in two places and the rear right alloy has been scratched in multiple places too.

I took the car in to be checked by the assistant service manager or something on Friday, wh basically couldn't give two s**ts. He just remarked it was a black car, so would get scratched (duh, hence the ceramic and hand washing only), and spent a min or two basically fobbing me off. He said he wouldn't authorise anything and I needed to come back on Monday and see the main manager in servicing I think, so tomorrow. When I told him I didn't ask for a wash, nor was asked if I wanted a wash, he said that was something they offered complimentary. I don't see how they can wash something that legally belongs to me, without my express permission and then wash their hands of the damage they caused. Can you imagine a window cleaner coming to your house, damaging your building, then saying well it was complimentary, who cares I damaged your property. If I wanted a cheap wash, I'd get the local car wash to do it for 3 quid. I don't need BMW to do it for free, to damage paintwork, and leave leave dirty streaks on, probably from a dirty rag.


What do I do? I paid £700 for ceramic protection, which I can't afford again. Also, the car will need some respraying or filling for some of the deeper scratches left.
I was that honest with the manager that I pointed out all the damage to the paintwork that was there before they washed it on Thu.

[Fazil]

https://ibb.co/3d81nQs
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https://ibb.co/HDgJjpw
https://ibb.co/FKmV6B5
https://ibb.co/Rpdg7q2

[Fazil]

picture of alloy before, with one scuff
https://ibb.co/mcMJjB1

picture of alloy now, taken in last hr, with 3 scuffs:
https://ibb.co/S7vL0x1

[Fazil]

1st video of damagehttps://vimeo.com/361652685
2nd video of damagehttps://vimeo.com/361653707

[teaston]

I think you’ve got a case for the scuffed wheels, if the damage is as bad as you say, but regarding the swirl marks I think you’ll have a real fight on your hands as they are just expected after washing, especially on a black car. If you don’t want them to wash your car you need to expressly ask them and put a sign on the car to say do not wash, after all it is just a 3 year old 3 series, not a multi million pound hyper car.

You should definitely drop your “can’t wash someone’s car without their permission” comments when communicating with them, if you want them to take you at all seriously.

[Fazil]

Originally Posted by teaston

I think you’ve got a case for the scuffed wheels, if the damage is as bad as you say, but regarding the swirl marks I think you’ll have a real fight on your hands as they are just expected after washing, especially on a black car. If you don’t want them to wash your car you need to expressly ask them and put a sign on the car to say do not wash, after all it is just a 3 year old 3 series, not a multi million pound hyper car.

I don't get swirl marks when the detailer washes it. That's why I pay him £20 a wash, rather than £3 at my local!

And respectfully, how can someone assume they have the right to wash it. Every time I've been to any dealer for any service or warranty work, they always ask, without fail. I always say no since the ceramic and detailing was done.

Then there's the new scratches on the car, this sort of thing bothers me, I'm very OCD about the car inside and out.

[RENT-A-GOAT]

Any damage caused by the recovery call Allianz customer services (who are bmw emergency services) lodge a complaint and dint give up on them I had an incident following a puncture car ended up in the body shop for 3Weeks having the damage sorted at Allianz's cost.

Here's a link to my experience
https://www.bimmerpost.com/forums/sh...php?p=24971947

Just don't give up and take it to the next level get BMWUK involved and take any damage caused to the customer service manager & dealership principal don't settle for assistants or general service guys.

[muffking]

Complimentary or not, my understanding of your situation is that they have provided a service and done a bad job. In which case they should rectify it.

In your position I would go in with the argument that you're not happy with the finish and demand they rectify it, even if that means they pay for another £700 ceramic coat/detail.
When you confront them be mindful of getting some form of evidence that they did this such as written confirmation that they washed it and that you said not to. Then if you don't get a satisfactory result follow up with Money Claim OnLine and and start court proceedings. Most businesses sh1t themselves at this point and accept that they'll have to dip in to their public liability insurance or take the hit.

[Jeff123]

Contact the MD at the dealership and explain your issues. Keep very calm and just stick to the basic facts. They may sort things out for you without having to go any further. They want happy customers as much as you want an immaculate car.

[beerglass007]

Isn't the point of ceramic to stop this happening

[EvilDrPorkChop]

To be honest if you've not told them specifically not to wash it then I doubt you've got a leg to stand on with the swirl marks.

I always explicitly say I don't want it washing, and repeat it about 5 times so it's drilled into them. If you'd done this then yes you would be able to argue a case. But it if you haven't told them then I don't see how you can really point blame.

[Fazil]

I've updated post 3 showing the damage to the alloy.

beerglass007 - ceramic isn't perfect, not if some isn't careful.

EvilDrPorkChop - that's normally exactly what I do, but as I say, this time they didn't ask which they normally always do, and I didn't ask them. As I say, I've been extremely honest with them, pointed out what was originally there. I don't want anything extra, just what the car was like before. I'm not after a free repair for something I've done.

rentagoat, muffking, jeff123 - thanks, I'll bare that in mind after tomorrow's outcome

[gippy]

Originally Posted by EvilDrPorkChop

To be honest if you've not told them specifically not to wash it then I doubt you've got a leg to stand on with the swirl marks.

I always explicitly say I don't want it washing, and repeat it about 5 times so it's drilled into them. If you'd done this then yes you would be able to argue a case. But it if you haven't told them then I don't see how you can really point blame.

indeed, its almost standard practice it seems to wash the car every time it goes to the dealer for something.

i do find it a bit odd Fazil that you clearly go through a lot of effort to keep your car looking spotless but then didn't tell the dealer not to clean it or touch it in that regard. lessons learnt i guess,

although from another perspective i agree with you - if any dealer is going to do it as a complimentary thing....they should tell you it. I don't see why the default position is "we will wash your car unless you say otherwise" lol.

i mean the kind of people they use to wash it, i'm sure they'll take some care but are they going to be careful with that hoover rumaging around the interior, being gentle and careful not to scratch anything? How carefully will they wash the car without rubbing their dirty clothes up against it? They are not employing professionals to clean these things.
You take your car in for a problem they should be focusing just on that problem, not fannying around after cleaning it.

a similar thing happened to me this week where, as a goodwill gesture as part of an ongoing issue i've been having battling to get my wheels replaced under warranty, they did the brake bleeding service on my car for free.
Never asked for it, never mentioned it, and was pissed at first coz i had bled the brakes myself a few weeks back and put in some expensive stuff.

i dont want any of them touching my car unnecessarily, don't trust anyone at a main dealer, especially after my oil filter debacle.

so yeh, i see where you're coming from. You need some photos for evidence then take it up with BMW customer service in emails and just persist. I only gained traction with my issues once BMW customer service got the head of department involved.

[un1eash]

I've always asked dealers not to wash my cars when serviced and BMW did it anyway last time it was in even though I said not to and it was marked on the work sheet. The service guys just don't get it and look at you as if your talking a different language, I had to rewash my car the next day but the damage was already done.

I carry a mirror hanger now in the car that says do not wash.

[g9icy]

I had a similar issue in HJ Chester service dept last year.

Took it in for its first warranty check up and they washed it without asking (and I'd forgot to refuse the wash because they didn't ask) and they'd scratched the shit out of if with the hoover hose (I'm guessing).

Thankfully I noticed immediately and complained right there and then. They sorted it for me in about 30 minutes, but I'd learned my lesson never to let them go near it in the future.

Stick to your guns OP, this won't be an isolated case, they'll know they've done it, you just need to put the pressure on.

[speary8]

Just had a service so put a postit on the dash saying “Please do not wash” and also told the service receptionist who put a note in the job sheet. When I went to collect my car the service receptionist (a different one) said “your car will be with you in a few minutes as it hasn’t been washed yet”. Can’t these people read or communicate with each other. Looks like I got there just in time

[doncarlyon]

99.9% of the customers will be happy that their car has been washed, remember... people on here are not the norm.

I saw a lovely black 69plate Merc being driven into a car wash just the other day, now i'm not OCD about this but I certainly wouldn't take a black car through one of them.

Always remember, you are an OCD weirdo and other people dont understand.

[scousefly]

Originally Posted by beerglass007

Isn't the point of ceramic to stop this happening

Wont stop swirl marks, your wash method does this. The coating is to protect the paintwork from sun damage and to put a buffer between the paintwork and any dust and dirt when you wash it but if you still use the wrong wash method then it just gets sacrificed.

This is a common misconception

[scousefly]

Originally Posted by teaston

I think you’ve got a case for the scuffed wheels, if the damage is as bad as you say, but regarding the swirl marks I think you’ll have a real fight on your hands as they are just expected after washing, especially on a black car. If you don’t want them to wash your car you need to expressly ask them and put a sign on the car to say do not wash, after all it is just a 3 year old 3 series, not a multi million pound hyper car.

You should definitely drop your “can’t wash someone’s car without their permission” comments when communicating with them, if you want them to take you at all seriously.

I did my car and then ceramic coated it with CarPro UK 3.0 and CarPro Gliss, my wash method stops swirl marks reoccurring not the coating, it helps protect the paintwork. If you wash your car badly or with inferior products then yes you will incur swirl marks.

As for putting notices in the car I recently had the exact same issue, not only was it on the job card and told NO when asked about the wash I also had 2 A4 notices on the seats which were moved to the windscreen by the techs in Sytner Sheffield and they still started to wash the car before seeing the notices. so they basically hosed the car down with crap hard water and then realising their mistake left it to dry in direct sunlight. the car was a right mess and took me a full wash and reload to get it back to its usual look. The only thing I can be thankful of is they didn't take a sponge or cloth to it otherwise they would have induced more damage to the paintwork.

[scousefly]

Originally Posted by doncarlyon

99.9% of the customers will be happy that their car has been washed, remember... people on here are not the norm.

I saw a lovely black 69plate Merc being driven into a car wash just the other day, now i'm not OCD about this but I certainly wouldn't take a black car through one of them.

Always remember, you are an OCD weirdo and other people dont understand.

Not a weirdo I just love my car looking better than the day it came off the production line. When you shell out so much money on what is probably gonna be your 2nd biggest purchase in life for some then looking is to me a normal thing.

Horses for courses

[Fazil]

So just an update.
Saw the service manager about 5pm.
Hes asked me to ask my detailer to email him a quote for redoing the car.
But some scratches are deep, and they'll need sorting first.
Also, they'll have to sort the alloys in their own bodyshop.

[Fazil]

Also, turns out they use traffic film remover all over the cwr which can damage ceramic, especially if not diluted or left to bake on for a while on top of any carelessness and dirty or poor quality sponges or cloths