Recently purchased a Kamiq - when we took receipt of the vehicle we noticed a tear in the door trim /seal OSF. The sales executive apologised and stated the dealership would replace the seal.

However, got an email from the dealership a couple of weeks later stating as we ‘only’ gave the car a 4-star rating in the review they wouldn’t replace the seal as the review had ‘cost the dealership money’!

The dealership subsequently confirmed they were aware of the defect prior to releasing the car (would appear they hadn’t told the sales executive !) but as “this didn’t impact it’s ability to function correctly and created no other relating issues other than cosmetic “ they would not be replacing something such as this on a car of this age ! They also deemed this as ‘fair wear and tear’. !!

Anyone else heard of this on a five year old car ?

Also, sounds like they are trying to say it wasn’t related to a 4-star survey ! I wonder why…..

Hi Jack,

Welcome to Briskoda, firstly.

Then.. what age is the Kamiq you bought? I didn’t think it even existed long enough for this kinda thing to be “fair wear and tear”.

Also sounds like they taken exception to your non 5 star review prior to sorting the issue which is quite a dirty thing to do to a customer..

Hello

This is a 2020 plate, so I agree, fair wear and tear is a ludicrous answer.

Obviously standards have dropped since I bought my last Skoda (now on my fifth car) as the air con ran out of gas after three weeks as well - when I raised this with them they said that isn’t covered under the ‘multi-point vehicle inspection’.

As I say, interesting to note that they no longer mention the 4-star review, just prefer to focus on the fact that the door trim isn’t visible (it’s the drivers door, so visible every time you get in the car !) and it doesn’t affect the vehicle’s functionality.

I prefer to focus on the consumer rights act, which states that a defect present at point of sale must be rectified (and is not decided on consumer reviews)

Was this a Skoda Used Approved vehicle? Are you still within the rejection window? - I know what I'd do!

Otherwise, quote the CRA to them.

Once rectified or resolved, name & shame.

Edited 8 October, 20258 Oct by Warrior193
correction

It is an approved vehicle yes, but no longer in the rejection window (been constantly backwards and forwards with Skoda customer services, who quite frankly are useless and today suggested we contact the motor ombudsman!)

Have also quoted CRA to them, which they have ignored.

Had already contacted the MO, who have already agreed to investigate this matter further.

And yes, massively intend to name and shame…

Copy of email from sales exec at the dealership below….

Good afternoon, John,

Thanks for your email and sorry for the late reply but I have been out of the office, so hopefully you got my "out of office" 

Regarding the door seal, I am now in a difficult position.

When you left, we (as a dealer) agreed to replace the door seal for you in return for the 5 star "exit" survey from Skoda. This is something I mentioned and asked for on handover anyway regardless of the door seal. 

I have to say that when the 4-star rating came in I was disappointed, and then had to explain myself in our morning meeting to the management team as to "why" 

The management are now not willing to replace the door seal, as the "bad" survey cost the dealership money etc so my hands are now tied so to speak.

I appreciate that this is not the news you want to hear, however you will have to take this up with the sales manager, David M or the business manager, Liam T, to see if they are willing to resolve the matter. 

Davids's email is *redacted

Liam's email is *redacted

Kindest regards

Well that is an absolute crock of shi**.

They cannot say they will only rectify an issue on the basis that you have to give them a 5 star rating. And then actually withhold fixing it because you gave them 4.

The MO should have great fun with that!

One might almost say blackmail; isn't that a criminal offence?

Great that they were stupid enough to put it in print. Here's hoping for a quick and favourable resolution for you. I suspect they will have no option but to fold immediately the MO gets involved.

This will be hugely more damaging to them than a slightly luke-warm review!

Cheers all - I shall keep you all updated 👍

3 hours ago, mac11irl said:

They cannot say they will only rectify an issue on the basis that you have to give them a 5 star rating. And then actually withhold fixing it because you gave them 4.

Come across this regularly.

Ask them ( the Dealer ) if they will change the seal , you will change the review!

Thanks. AG Falco

https://forums.moneysavingexpert.com/discussion/6584893/trust-pilot-can-they-be-trusted

Edited 8 October, 20258 Oct by AGFalco
grammer.

Why reward them for their appalling behaviour?

They certainly do not deserve even 4 stars after this.

Given the evidence, they will have no choice but to fold and rectify the fault once the Ombudsman gets involved.

13 minutes ago, Warrior193 said:

Why reward them for their appalling behaviour?

They certainly do not deserve even 4 stars after this.

This.

I’d be getting it rectified with MO involved and then changing the review to 1 star and outlining in the review about the blackmail used to get 5 star ratings from customers..

17 hours ago, JackP230725 said:

…. when I raised this with them they said that isn’t covered under the ‘multi-point vehicle inspection’.

It’s item 27 (and quite possibly 64) on their Approved Used inspection checks:

Appalling service indeed. I’d certainly be updating the review to (factually) downgrade it if it were me.

Gaz

Name them to shame them and i will get them to the top 5 Internet / AI searches for Skoda Dealerships.

They might think any publicity is good publicity until they get what they will get for free.

Hi there - we have been ‘dealing’ with Group 1 Skoda (Norwich)

(

Hi All

Quick update with this - we contacted the director of Skoda UK directly on Wednesday with our grievance, who then passed it to an administrator, who advised me on Thursday that the ‘ Executive Office’ within the Customer Resolutions team would contact me as a matter of priority within the next 24 hours.

Of course, Friday came and went…..I wonder what tomorrow might bring…🤔

Hopefully there will be someone from the SKODA / VW Executive Team looking at the actions of one of their approved dealerships. (Idiots!)

🤞

The General Manager really should have known better.

Simple's is for them to have replied.

'We are sorry to read your comments and we will rectify any issues that you have found with the car you purchased, which should have been addressed before you collected it.'

Edited 12 October, 202512 Oct by Evolution13

Have you had resolution to this yet ? @JackP230725

Edited 23 October, 202523 Oct by Warrior193
correction

Hi there - funnily enough have just heard from Skoda, who have agreed to cover the cost of the door seal - am speaking with them tomorrow to clarify a couple of points, so shall update further after that 👍

On 23/10/2025 at 16:51, JackP230725 said:

Hi there - funnily enough have just heard from Skoda, who have agreed to cover the cost of the door seal - am speaking with them tomorrow to clarify a couple of points, so shall update further after that 👍

Update? Are you content now?

Hi there

Well, not entirely. Skoda UK have come back and distanced themselves from the dealerships as they are all franchises, apparently. They did, however, offer a ‘goodwill gesture’ of paying for the repair and also offering me a hamper….!

I have pointed out that the repair is a legal responsibility, not a goodwill gesture but at least I can claim (for now) a moral victory of sorts.

They have also stated that if I’m still not satisfied I can contact the Motor Ombudsman, to which I have replied I’m considering this option.

However, not a word of apology from the dealership (who I now despise with a passion) and I have advised Skoda UK that I will never set foot in there again - and after this experience I would also share this advice with anyone who cares to listen !

Oh, I also declined the goodwill gesture of a hamper….

If your bad experience with Group 1 Skoda (Norwich) is typical, perhaps Skoda UK will consider their options when the franchise next comes up for review.

Group 1 applying pressure on customers to give top reviews will be a red flag.