I have emailed Skoda UK for advice but suspect they will just refer me back to the dealer. I may also have a chat with my solicitor.

It is only a small scratch but thats not the point. I'm so disappointed and angry they have taken this attitude. There is also a part of me that thinks, hang on, this isn't that important or worth the hassle... Gonna weigh up my options and go from there but its encouraging to hear that others have persisted and gotten a result... Thanks again all.

If you don't have a check sheet showing the damage was there before they took the car then they accepted the car was undamaged when they took it.

You have them by the balls, speak to a solicitor and get advice. At that point go talk to them and point out what the solicitor has said and if they don't do it take them to court.

Cheers Cheezemonkhai... I shall be calling my solicitor today. Going to be away for a few days so will pick this up on my return.. I'm not going to let them get away with it - although it will sour our relationship a tad which is disappointing.

Heard back from Skoda... Because their website only allows 100 characters, I couldn't give them the fully story so I've responded accordingly and now awaiting another response. They did speak to my local dealer but I suspect the full picture has not been explained...it has now!

Have heard back from Skoda again - may aswell have asked them for a million pounds! :(

I think I'll pop in and see my local dealer for one final chance before taking this further.

I've just received a response from their operations manager.

They do not take any responsibility for the scratch and can assist me no more. They justify leaving my car on the public road by explaining that thats what other dealerships do!

Quite frankly I'm disgusted by their response. Next step?

how can they justify that by saying "other dealers do" well other dealers dont leave cars offsite, so that kind of makes the statement null and void imoa.

do they ask you to sign a document saying you leave the car with them at your own risk? or that they will be storing the car off site and you give your permission? i would say those things alone mean they are in the wrong.

i would also say "other dealers" would take the complaint seriously and deal with it in a professional manner!

how far up the chain have you gone? workshop controller? or higher. i would start asking for their bosses names and numbers

The last email I got from the dealer was from their Operations Manager, whatever that is. Skoda UK have been on to them twice, but seemingly cannot add any weight.... I even mentioned the small claims court.

I didnt sign any document before leaving the car. I did however sign a form when I collected teh car - but this was before I saw the scratch. No mention that my car would be left off-site.

"The scratch did not occur while on the dealers premises" seems to cover them, despite my argument over the permit etc.

Going to call my solicitor to see what he has to say, then will approach dealer MD, see if we can come to an arrangment.

Quite frankly I'm disgusted by their response. Next step?

Skoda Customer Service. Ask them for their official policy on dealers' care of customers' cars and whether they are required to have insurance to cover damage. The dealer might be cutting corners.

Skoda CS haven't been very helpful so far... But its a good angle to try.. Thanks Sallyann

I had this problem with my new Micra a few years back, came to pick it up, and there was a scratch where they had replaced the ariel, it was quite busy, very hot, I'd had to put up with shody courtesy cars, and well, I lost the plot totally. I stormed in to the fiat side of the showroom, almost taking the full glass door and frontage with me, I bellowed to see the customer service manager, and made my opinion known to everyone with in ear shot. They'd already had to replace a throttle body on the thing, and had the car for well over a week, and now they scratch it!

I think mainly down to a full show room of people, my wife trying to pretend she wasn't with me, and the fact they knew they'd already screwed up, I got the car sorted, and ended up with a brand new Punto with 7 miles on the clock that fell apart on me during my drives to work (some poor so and so would be paying almost £9k for that car!) I hated that car, until someone told me that you should drive an Italian car the way Italians do, they think it's a Ferrari, so drive like it, after that, it was quite good fun - still, side tracking - make a fuss, keep on at them, complain, this happened with Ilk Coop - which are no longer present - they had a Nissan Fiat and Alfa dealership, and were shoddy through and through. Write letters, make it known to one and all, review sites, just keep at it, it takes a lot of energy, and will involve a lot of stress, but any garage like that would be able to claim on their own insurance for something like that. Also most garages, I know my dads place does it, have a form to note down any dints scratches, marks inside etc. and sign it off before hand - I think they do this to make it more obvious when their young mechanic wrecks them! (He knocked my door mirror off once and hid it to pretend it was like that already - it was brand new and had just been fixed on!)

Just keep at it, write letters, emails, keep copies, keep names, keep dates, hammer away at them, you could even try trading standards too, if they do MOT's complain to the local VOSA inspector, next best thing, print some leaflets off, and hand them to customers asking if they too have had a similar experiance etc.

Anyway - all the best - and I don't condone losing your temper - very rare for me to do so, but in this case it worked!

Thank you so much for taking the time to post, TnT (I'm dynamite, TnT and I'll win that fight?)

Have threatened trading standards next - there's actually a small section on "damage sustained while in garage's possession". I'll certainly be updating the dealers section accordingly. I don't intend giving up.

Name and Shame The Stealer In Question........

That is Truly Shocking! A Friend of Mine used to work for a Vauxhall Dealership, Customer had complained his 2 month old Zafira was using lots and lots of oil! Dealer tried to fix but to no avail, Customer Asked for a replacement as his was "Unfit for Purpose" they Declined!

So he got Huge Vinyl Graphics put on his car saying how crap the dealer was and parked it right in front of the dealers customer entrance everyday!

After a week they gave him a new car

Or hang around the showroom, wait untill someone is about to sign for a new car then go over to them and say "Excuse do you know that this dealer does not care about customers and damages your vehicles then won't fix it..blah blah blah" Once they lose a £10K sale they'll fix your car lol!

Small Claims Court. They've had their chance.

I would bet 50p and a chunky Kitkat that the papers landing on their doormat will focus their thinking.

Trouble with small claims court is that you don't get your court fees paid, which could add up to more than the cost of repair! And of course no guarantee that I'd win, despite all positive comments and evidence in my favour.

I emailed the dealer again, mentioning trading standards - not heard back as yet.

I thought you did if you win?

Apparently not.... says my solicitor.

The courts service reckons you do.

"If you win your case, the fees may be added to the amount the defendant owes you."

http://www.hmcourts-service.gov.uk/courtfinder/forms/ex301.pdf

Should have your costs covered if you win!

..only if you counter claim, it's up to the judge at the end of the day, and depends on the case.

A little example.......a chap who's been a customer of my dads for 20 odd years went out and bought a red thing (can't remember what car) anyway, proud of his shiney new purchase he took it to show my dad and the gang at the garage. It was a death trap, and had just been MOT'd, dad wouldn't let him drive the car home, it was that bad and unsafe.

He tried, as one would do, to get a refund and his money back, didn't work, letters, complaints, trading standards blah blah, ended up in small claims, dads garage ended up being a witness, and the guy was awarded his money back, and expenses leading up to the court case, but not the court costs. So he went back to court, and claimed court costs, and won. It's taken a whole process 8 months or more, but it's persistance that's required, but it drains you, emotionally, physically, and empties the wallet from time to time.

Something that's cheap and might work, stick an ad in the local paper, car was in being serviced at 'garage name' 'garage name' parked it somewhere near their premises, looking for witnesses who might have seen damage on car whilst in 'garage name's care, £5 for information leading towards result -

Stick some up in local post offices and shops, the odd bin / lampost - you never know, it might work wonders - could try writing to Top Gear / 5th Gear, Auto-Trader, chain yourself to the front door of the garage? Something will work for you, and sooner the better.

All the best!

All very useful advice, many thanks TnT.

Expecting a response soon..

An update :(

The letter received from the dealer has left me shocked and insulted to be honest. I cannot believe what they have written.

They believe I was far too quick to point out the "very minor" damage - that I must have had prior knowledge of it. Also that "from day one, its been clear that unless we give in to your constant demands, you are not satisfied with our company and actions". What utter rubbish. They also now request that I look elsewhere for service/warranty but they only reserve the right to refuse any future business for the sake of their loyal and satisfied customers! Also, unjust and malicious accusations about their company damaging vehicles will be dealt with by legal means if necessary. And lastly, that they do not intend on corresponding any further....

Its a total over-reaction.

I have written to trading standards for advice. I've also forwarded the letter to Skoda CS for comment and asked them to assist me.

The words "without prejudice" also appear on their letter - meaning, as I understand it, it can't be used as evidence in court. Any legal bods here able to comment?

Thanks..

Skoda UK's letter to me was the same.

Thats disgusting !!!

I really cannot beleive a dealer can have that attitude.

:(

Just had letter from Skoda. "We're very sorry to hear, bla bla bla, Dealers are independant, a franchise bla bla bla". So basically no support whatsoever but they did recommend an alternative local dealer.. I despair. It seems to me that these dealers can do whatever they like. This just isn't right. Last stop Trading Standards - they haven't exactly been too formcoming either! Honest to god, what is the world coming to?!

Sounds like you're now at the stage of peeing into the wind. :(