Body work problems
Posted: Wed Sep 25, 2019 6:18 pm
Hi everyone.
I am new to this forum but I would like to let everyone know of my unhappy experiences with 2 new C5 Aircross Flair Plus.
I collected a brand new C5 Aircross from my local dealership on 3rd July 2019 and the next day I took the car to have it professionally body glazed, upon collection later that day the body glaze specialist pointed out quite a few scuff marks on the wheel arch surrounds and a large scratch on the rear bumper, a large chip on the bottom of the tail gate which was down to the bare metal, also the front nearside wing was not flush with the front door, the front door protruding about 5mm further OUT from the wing, this meant that during a trip in VERY heavy weather (after the body glaze) water was entering the car by the gap between wing and door, when opening the door a LOT of water gushed out.
The dealership were immediately informed of these problems and got in touch with Citroen UK customer service department but were not given any help.
As the car is a Motability vehicle I contacted them regarding the problems and they instructed me to reject the car and choose another car from their lists, as I really liked the C5 and thinking that this was a "one off" I decided to order exactly the same model.
On the day of collection from the same dealership, 2nd September, the Motability representative told me that there were marks on the front bumper and wheel arch, I was under the impression that these scuff marks could be polished out, WRONG!!!, after having this 2nd car body glazed the lads at the car valeting centre pointed out yet more defects, 3 wheel arches scratched, a chip on the black gloss rear pillar and the tail gate out of alignment, I was told that the plastic wheel arch surrounds were of VERY POOR quality and could be marked if a "dogs tail" brushed against them.
My dealership have been outstanding in their help but have their hands tied by Citroen UK who after 4 weeks of trying to get help have left me with few options.
For 4 weeks I have been trying to get Citroen UK to authorise my dealership to repair or replace the damaged wheel arch surrounds and front bumper but its as if I am talking to aliens, a customer service manager telling me that he had authorised repairs to be carried out but my dealership NOT getting confirmation, I was offered a free set of mudflaps for the inconvenience and Citroen did inform the dealership of this but did NOT mention the damage to the body work.
Today I rang Citroen and asked to speak to a customer service manager, I was told that he was on the phone but would call me when he had finished the call, 3 hours later and no call, I rang again, same story, 2 hours later I called them again to be told the customer service manager HAD GONE HOME!!!.
Citroen customer service department are probably THE WORST I have ever had to "deal" with.
As stated earlier my dealership have been excellent throughout and have shown me other brand new unregistered cars with similar marks on the plastic trim, probably caused when loading onto the car transporters, not very good protection on the way to dealerships.
Motability who are excellent in every way are not very happy regarding my situation and are awaiting my instructions as to whether to get involved and make contact with Citroen UK with the possibility of my rejection of this 2nd C5 Aircross.
I attach just 2 photos of some damage.
I will give an update on the future of me "relationship" with Citroen.
I am new to this forum but I would like to let everyone know of my unhappy experiences with 2 new C5 Aircross Flair Plus.
I collected a brand new C5 Aircross from my local dealership on 3rd July 2019 and the next day I took the car to have it professionally body glazed, upon collection later that day the body glaze specialist pointed out quite a few scuff marks on the wheel arch surrounds and a large scratch on the rear bumper, a large chip on the bottom of the tail gate which was down to the bare metal, also the front nearside wing was not flush with the front door, the front door protruding about 5mm further OUT from the wing, this meant that during a trip in VERY heavy weather (after the body glaze) water was entering the car by the gap between wing and door, when opening the door a LOT of water gushed out.
The dealership were immediately informed of these problems and got in touch with Citroen UK customer service department but were not given any help.
As the car is a Motability vehicle I contacted them regarding the problems and they instructed me to reject the car and choose another car from their lists, as I really liked the C5 and thinking that this was a "one off" I decided to order exactly the same model.
On the day of collection from the same dealership, 2nd September, the Motability representative told me that there were marks on the front bumper and wheel arch, I was under the impression that these scuff marks could be polished out, WRONG!!!, after having this 2nd car body glazed the lads at the car valeting centre pointed out yet more defects, 3 wheel arches scratched, a chip on the black gloss rear pillar and the tail gate out of alignment, I was told that the plastic wheel arch surrounds were of VERY POOR quality and could be marked if a "dogs tail" brushed against them.
My dealership have been outstanding in their help but have their hands tied by Citroen UK who after 4 weeks of trying to get help have left me with few options.
For 4 weeks I have been trying to get Citroen UK to authorise my dealership to repair or replace the damaged wheel arch surrounds and front bumper but its as if I am talking to aliens, a customer service manager telling me that he had authorised repairs to be carried out but my dealership NOT getting confirmation, I was offered a free set of mudflaps for the inconvenience and Citroen did inform the dealership of this but did NOT mention the damage to the body work.
Today I rang Citroen and asked to speak to a customer service manager, I was told that he was on the phone but would call me when he had finished the call, 3 hours later and no call, I rang again, same story, 2 hours later I called them again to be told the customer service manager HAD GONE HOME!!!.
Citroen customer service department are probably THE WORST I have ever had to "deal" with.
As stated earlier my dealership have been excellent throughout and have shown me other brand new unregistered cars with similar marks on the plastic trim, probably caused when loading onto the car transporters, not very good protection on the way to dealerships.
Motability who are excellent in every way are not very happy regarding my situation and are awaiting my instructions as to whether to get involved and make contact with Citroen UK with the possibility of my rejection of this 2nd C5 Aircross.
I attach just 2 photos of some damage.
I will give an update on the future of me "relationship" with Citroen.