Need advice: Dealer dented my roof--what to do about it?

[Chairman]

So I finally got it resolved: I left the last small dent and got a $1500 check from the dealer. I figured that was pretty fair on both sides. Now for the question of paying down my loan by $1500 or a lift.......

[cliffs notes version: dealer puts irrepairable dent in my roof, what should I do about it? What can the dealer do for me to make up for the dent?]

Ok, so here's my FJ saga this week...

I took the FJ in because I noticed what looked like little rust specks all over the white roof; they didn't come off easily. Per the dealer, the rust specks are rail dust from the FJ being transported by train. Dealer say he'll take a clay bar to the roof and get it all polished up (he'd seen the same thing before). So far so good.

I go to pick it up twodays later and the roof looks good--no more rust flecks. I give it the ol' once-over right before I drive off and see FIVE BIG DENTS on the edge of the roof along the passenger side! My best guess is that the guy polishing the roof was too lazy to move his stool to the other side and braced himself (with his knee?) against the side of the roof in order reach the other side of the roof. I was on my way to being and it only got worse once I got home and thought about it some more!

I tell the service guy and the service manager comes over to check it out. We all agree that it's the dealer's fault and happeed while it was there. I leave my FJ there or the paintless dent removal guy to work his magic the next day.

I go to pick it up and the service manager shows me that there is a little dent that the PDR guy cannot get out. The dent is on the edge of the roof about midway down the passenger side. The dent can't be pulled out and there is no way to get to the backside of the panel. The dent is only noticeable if you look right at the level of the dent; however, that is right at eye level for me everytime I walk by. The other dents that he pulled out left barely noticeable dimples (really hard to see--but still there).

At this point I can either live with the dent or have the dent filled and sanded and repaint the roof. I absolutely do not want to reaint; I trust the factory paintjob more than any aftermarket job and I don't want any bondo on my 3-week old FJ.

This all leaves me with a dent in the edge of the roof of my brand-new FJ...my $30k FJ...my first truly new car!

I spoke with the service manager for a few minutes to see what we could work out. I decided that I needed to think it all over and am going to call him back with some sort of compromise to make me happy.

What sould I do?

I really can't quantify my pissed-off-ness of seeing that dent (that I didn't put there) everyday for the next 10+ years. What should I ask for? What will I be happy with? What is fair to both sides?

My thoughts have been possibly an extended warranty or prepaid maintenance package in return for living with the dent. What do ya'll think?

[Bang Bang]

Sorry to hear about this. I don't know what I would ask for specifically, but this is still a dealership that you are dealing with. My advice would be to ask for more than what you would settle for and deal down to what you are willing to accept. You know they are going to do the same thing in reverse. Hope this helps a little.

[karma]

First off, please accept my sincere condolences. Careless actions like this are EXTREMELY annoying. Once I had a vehicle in for service and they had to remove one of my chrome wheels (not the FJ) and they ham fisted it with the power wrench when mounting or dismounting it, leaving a number of gashes across the surface (brand new vehicle). They replaced the wheel but what they did to your FJ will never be able to be fixed as new, even if they DO paint it.

All you can do is chalk it up as a lesson. That being that you avoid taking your vehicle into a dealer unless it is absolutely necessary and if you ever do need to, you make it very clear to the service writer that you are METICULOUS and ANAL and it would be good to let the persons touching or working on it to know that going in. You won't accept or expect careless work. Think about what work is being done too. The lower you go on the totem pole of workers, the less they are paid and the more apt they are to be careless. I would almost request that I talk before hand to whomever would be working on it. It's sad that it has come to that being necessary, but it's worth a shot.

Otherwise I guess you get it painted or ask for a bunch of accessories and live with it? What else can you do?

I have to get the tires replaced under the recall and I am already nervous that my alloys will take a beating when this happens. Car dealers are not a good place for wheel and tire servicing and I have no choice but to let them do it.

It sucks man.

[oldawg]

What did the service manger offer to make it right ?

[rjp]

If it were me I would get the roof repainted. Otherwise, it will bug you every time you walk by it. A little bit of bondo isn't going to hurt anything and, if you make sure a quality place does the work, you'll never notice the paint job.

Just my two cents worth.

[Blue Cayouse]

Thing is do you really still want to deal with a service dept who have idiots that did this to you in the first place? They will still be there when you take it in next time.

[wrigman]

I say, they messed it up they should pay for the repair. I hope you pointed the dents out before you took it, or have not taken it home until it is repaired.
I don't know what state you are in, but I would think they would have law's to protect you in a case like this.

Good luck. I hope everything works out for you!

[Chairman]

The service manager is being good about all this so far. He admits it was their screw up and is trying to make it right with me. If that was not the case, I would have already had my wife (the attorney) talk to him !

I still don't want to get the dent filled and repainted. I just have more faith in the factory paint.
I figure the repainting would cost them at least ~$500, so I'm kinda using that as a basis for negotiation.

Do I ask for a check for $XXX? How do I quantify that?

Should I go for the prepaid maintenance or a warranty?

Maybe a kick-a** deal on new tires?

[FJ 432]

Sorry to hear about this, I know it sucks. Having been in the insurance industry for a number of years I would feel the same way about repairing/painting the roof. For what's it's worth this would be my advice. Mistakes like this one will happen and the true measure of customer service from this dealer will come out. It doesn't sound like you can live with the dent so I would find a very good repair shop in your area. Explain to them that you would like them to metal finish this to where little if any filler is used and ask for their estimate. Take this to the dealer and ask to be reimbursed for this expense. The dealer will probaby scoff at paying this much but you should be persistent. Most dealers use a substandard shop or service to help them recondition their used vehicles to prepare them for sale. Do not allow them to talk you into this arangement unless you have heard or experienced their workmanship. You may have to pay out of pocket the difference between your estimate and what the dealer would allow but I feel it's worth it. The good news is that being a white roof, a quality shop should taKE the dent out with great success. BTW a good way to find a really good shop is y speaking with a claims office from your insurance carrier and ask to speak with a supervisor who handles material damage claims. Ask the question which shop is the biggest pain in the butt to deal with and you just found your shop! Good luck.

[oldawg]

Chairman previously said:

The service manager is being good about all this so far. He admits it was their screw up and is trying to make it right with me. If that was not the case, I would have already had my wife (the attorney) talk to him !

I still don't want to get the dent filled and repainted. I just have more faith in the factory paint.
I figure the repainting would cost them at least ~$500, so I'm kinda using that as a basis for negotiation.

Do I ask for a check for $XXX? How do I quantify that?

Should I go for the prepaid maintenance or a warranty?

Maybe a kick-a** deal on new tires?

I seriously doubt they will barter over this.repair /paint there damage probably best bet. You can always get it done at another shop on there dime, Any good shops in the area ?