Dealer Wrecked My BRAND NEW CAR! Opinions Needed

[Craig T]

Last night I bought my wife a brand new Volvo XC60 T6 Turbo. There was nobody to left in the service department to detail the car (sticker glue etc) so we drove it home and brought it back this morning. At 4:30 today they called to tell me the door was damaged in the service bay, but they would give me a loaner while the door was repaired and repainted at a local body shop.

What would you do?

1. Accept the apology and bondo, primer, and aftermarket paint on your brand new car
2. Demand some monetary compensation for the accelerated depreciation they just added to my car
3. Demand they replace the car with a new one of similar value

I refused to pick up the car or return the loaner until I had time to consider my options.

[MongooseGA]

Replacement car. Absolutely.

[VaSteve]

The easiest is #3, but perhaps most unlikely. You'll probably get #1...#2 is unlikely at all.


What do you WANT?

[onewhippedpuppy]

2 or 3. No way in hell I accept 1, and I would push hard for 3.

[billybek]

Go look at the damage.

Then look at their available inventory.

[Por_sha911]

At the least, #2 but try to get #3
The dealer has insurance for this very reason. They will cry and moan but they should be held responsible. If the car was damaged before the sale, the price would be lower to reflect damaged goods.

[t-tom]

In most states you have 3 days to change your mind on a new car sold via a franchised dealer, That's what I'd do.

[Vipergrün]

"Monty I'd like to take door #3"

That is messed up, replacement car.

T-tom, no cooling off period in CA.

Craig, still wanna see your Vipergrün beast!

-Brad

[MBAtarga]

2 or 3 - leaning heavily on 3.

[intakexhaust]

Craig- Sorry to hear a disappointing first when its BRAND new.

Thought I'd bring to all's attention but you may never know if your BRAND new car was damaged and repaired prior to purchase. Dealer does not have to disclose. Neither does the manufacturer. BTW: In 1989, there were lots of BRAND new Porsche's sitting in their possession / Charleston and damaged by a hurricane. They were repaired and repainted there. That's just the way it is and business as usual.

[A930Rocket]

No questions. You bought a new car, not a new car with damage.

[Steve Carlton]

This is a tough one. Technically, you're the owner of the car, as you did the paperwork and took delivery of the car. I don't think they're obligated to do more than repair the door. Repairing the door properly probably means blending into the other door and/or the fender or quarter panel, meaning 2-3 panels have to be painted.

I'd start by being tough about wanting another car and go up the chain from the sales manager to the general sales manager, general manager, and owner if possible. They may stand firm on fixing your car, which means maybe they can throw you a bone for the hassle, like an extended warranty or some pre-paid maintenance.

[Craig T]

Originally Posted by billybek

Go look at the damage.

Then look at their available inventory.

First, thanks everybody for the quick replies. The general consensus fits mine...#3.

I just went down and saw the damage. 14" vertical scratch 1/4" wide down to bare metal, with about 2" dented. I don't want the car back.

I've been on the dealer website looking at inventory. There is one similarly equipped to the one I bought. I will push hard for the replacement.

[Steve Carlton]

You don't have to limit yourself to what they have in stock. They can trade for what you want, if you can get them to agree to replacing the car. Which is a very big if.

[VaSteve]

Originally Posted by intakexhaust

Craig- Sorry to hear a disappointing first when its BRAND new.

Thought I'd bring to all's attention but you may never know if your BRAND new car was damaged and repaired prior to purchase. Dealer does not have to disclose. Neither does the manufacturer. l.

This. They fix all sorts of stuff that gets damaged coming off the truck.

If they buy it back from you and give you another, they will fix this and sell it to someone else and never mention it.

[speeder]

You might need to use the lawyer word but you should be able to get a different car. I mean, you did not even have it 24 hours and they crunched it. Should be their problem, not yours.

Just tell them that you're not accepting that car now. Don't get mad or excited, even if they do. Just tell them that you're referring it to your lawyer if they give you any guff.

[Brando]

Offer to let them buy the car back.

Did yo finance through your bank, through the dealer, or pay cash? If the first, use your lender to apply leverage as well. Dealers get real responsive when things like back-charges or leins start appearing.

Do not accept just a repair. At the minimum theh should be paying a portion of what you owe on the car (if anything). At the most an exact replacement.

Also, it wouldn't hurt to contact Volvo's NA corporate office and file a complaint, and give reviews to your experience on Yelp, DealerRater, Google+, Merchant Circle, Insider Pages, Facebook, Yahoo Local, City Search, Edmunds, Cars.com and the BBB.

[MongooseGA]

Corporate hotline should work wonders. Look at how that guy with the new 911 managed to massage another car (or did they purchase it back?) out of Porsche.

[rattlsnak]

Tell them to take a door off of another car and swap it and you'll keep the car. They can switch it out and not disclose it to the next person and everybody is happy. ... except the purchaser of the second car if he ever finds out.

[Craig T]

Originally Posted by Craig T

First, thanks everybody for the quick replies. The general consensus fits mine...#3.

I just went down and saw the damage. 14" vertical scratch 1/4" wide down to bare metal, with about 2" dented. I don't want the car back.

I've been on the dealer website looking at inventory. There is one similarly equipped to the one I bought. I will push hard for the replacement.

Originally Posted by Brando

Offer to let them buy the car back.

Did yo finance through your bank, through the dealer, or pay cash? If the first, use your lender to apply leverage as well. Dealers get real responsive when things like back-charges or leins start appearing.

Do not accept just a repair. At the minimum theh should be paying a portion of what you owe on the car (if anything). At the most an exact replacement.

Also, it wouldn't hurt to contact Volvo's NA corporate office and file a complaint, and give reviews to your experience on Yelp, DealerRater, Google+, Merchant Circle, Insider Pages, Facebook, Yahoo Local, City Search, Edmunds, Cars.com and the BBB.

I paid cash, and they haven't deposited the check yet, but you have to sign an option agreement anyway. If I cancel the check it converts to a loan. I don't want that.

I will give them a day to respond with replacement or make an acceptable proposal before going to Volvo NA. They could come correct without a fight or threat...at least I hope so. If they fight back, Volvo NA will just be the start. Next will be me in their face. Third will be the WWW campaign.

Let's hope they value their reputation and we all part happy tomorrow.