Dealership Ruined Brand New (14km) Car's Interior

LEddzzo on 29/02/2024 - 18:03
Last edited 29/02/2024 - 18:37 by 1 other user

Hi everyone, I'm reaching out to the community for advice and support regarding a frustrating situation with a car dealership.

I recently leased a brand-new $58,000 car through a novated lease agreement. Unfortunately, the leasing company included a leather protection product (without my knowledge but I agreed to it eventually) that the dealership applied before delivery. Upon taking delivery on December 22nd, 2023, I noticed stains on the seats and trim, which the dealership initially dismissed as the protectant drying. However, the stains persisted.

During my first service in January 2024 (1 month / 1,000 km), I requested the dealership rectify the issue. Unfortunately, they refused, claiming the product was third-party and directed me to the manufacturer for warranty claims. Fortunately, the leather protection manufacturer intervened and confirmed the dealership's improper application of the product. The dealership eventually accepted the mistake and then attempted to remove the stains themselves, but were unsuccessful.

Their current solution is to replace all the seats and trim with new covers, which raises concerns:

Potential for increased cabin noise: Removing and reinstalling everything could create rattles and compromise the car's original feel.
Reduced resale value: Replacing original components and getting the interior repaired might negatively impact the car's value, especially since I plan to buy it out at the end of the lease and sell it privately.

Please advise what are my options here? Are there any questions that I need to ask them? Any concerns from having interior replaced? I plan on bitching and bitching and bitching and calling the car manufacturer and anyone and everyone else I can think of, but I’d like some advice on the best course of action.

Thank you in advance for your insights and assistance.

Automotive

Comments

  • bobbified on 29/02/2024 - 18:11
    +130

    Their current solution is to replace all the seats and trim with new covers, which raises concerns:

    As long as it's replaced by the original car manufacturer's parts and everything is still covered by the manufacturer's warranty, then it should be okay.

    The answer to the question in your mind is.. No, they won't give you a new car!

      • DashCam AKA Rolts on 29/02/2024 - 19:08
        +84

        What if I get the car back where everything is loose and is noisy on the road.

        Take it back again. Not rocket surgery.

        • Sinnerator on 01/03/2024 - 08:27
          +30

          so rinse repeat waste your time x100, get shitty loan cars etc
          constantly deal with a (profanity)
          you are right it's not rocket surgery, it's a PAIN IN THE ASS

          • doobey1231 on 01/03/2024 - 08:38
            +15

            @Sinnerator: I don't understand this mindset though.. this is a possibility with any product you buy. I don't see how this adds value to the discussion.

        • Wasabi Ninja on 01/03/2024 - 16:00

          Nice hybrid of rocket science and brain surgery. I upvoted.

      • MrMoo on 01/03/2024 - 13:25
        +6

        If you don't want a new car and you don't want them to fix it, what do you want? Your money back? There aren't many options here.

      • Tech5 on 01/03/2024 - 23:18
        +5

        So.. what is your proposed solution then?

        1. New car - you aren't looking for one
        2. Remove and replace- you aren't happy with the risk
        3. ???
        • ChatCPT on 03/03/2024 - 23:17

          (3.) Bitch and bitch and bitch

      • Saiya on 02/03/2024 - 09:18

        Not sure why you are getting downvoted I totally agree. It's a new car, should be near perfect and yes if they can't even put the leather protector properly how competent are the staff.

        Dealer Service departments go on volume of cars going through their doors and a lot of their staff are appreciate. I doubt even the experience staff would have don't something like this in the past.

      • drfuzzy on 02/03/2024 - 14:50
        +3

        You are being unreasonable at this point.

        The solution is to accept the resolution and then never buy another new car from this dealership again.

    • kaleidoscope on 02/03/2024 - 07:57

      Potential for increased cabin noise: Removing and reinstalling everything could create rattles and compromise the car's original feel.

      Are they replacing it while you drive? i don’t get the concern here… If it rattles after they handover the car back, just take it back. Simple.

      Reduced resale value: Replacing original components and getting the interior repaired might negatively impact the car's value, especially since I plan to buy it out at the end of the lease and sell it privately.

      What is your expectation here? They agreed to replace the seats and do other necessary repairs. They aren’r going to replace the entire car for it. Replacing anything interior or exterior by manufacture’s oem products will not have an effect on the resale value.

      Cars have thousands and thousands of internal components and either one of them can become faulty during it’s lifecycle and that’s normal.

  • SnoozeAndLose on 29/02/2024 - 18:22
    +5

    First of all, what outcome you want to get out of this? $ compensation? Replacement of all chairs? Another car?

    If the dealership use genuine part it shouldn't affect the resell value.

    Your concern is valid but this may not happen

      • DashCam AKA Rolts on 29/02/2024 - 19:10
        +19

        Ideally I'd like them remove that product and reapply it properly.

        If I could turn back time…….

        The leather is stained. If they could remove that product and reapply it properly, they would do it. It would be a lot less expensive than replacing the upholstery.

        • Lichen6420 on 29/02/2024 - 19:46
          +2

          yep replacing the upholstery is going to cost them a shit ton…. Chances are they will send it to an upholuster anyway to actual fit the chair covers and door cards etc.

          The job requires some specialist tools and is not really a mechanics game. If its a full refit i doubt it would be done inhouse.

      • ColtNoir on 01/03/2024 - 08:59
        +3

        I think you need to understand one thing, who will be doing the repairs.
        The application of paint/interior protection is going to be done by their car wash person, who often isn’t a detailer with the extra levels of knowledge.
        The replacement of the seats will be done by their qualified mechanics, who’ve got quals and experience behind them. If it’s OEM then there’s no issues with re-sale, it’s the same shit. If there’s rattle take it back.

        In terms of compensation, I’d be discussing with the novated lease company to remove the protection package.

        • Euphemistic on 01/03/2024 - 17:00

          The replacement of the seats will be done by their qualified mechanics, who’ve got quals and experience behind them

          While a mechnic is likely to be able to dp the necessary work, a motor trimmer will have far more skill and experience actually doing it. Id be surprised if a trained mechnic has replaced a lot of seats in their time. Its not a big failure point.

      • AFOS on 01/03/2024 - 18:05
        -5

        I do not understand negative votes.

        Your car has been damaged. It is no different to a car accident when you are not at fault.

        Take your car to a different dealership and ask for a quote to replace seats/upholstery. Then send the quotes to the original dealership with a letter of demand. They will try to negotiate. If not - next stop small claims court.

        • OpticalCog on 02/03/2024 - 00:35
          +5

          Unlikely to work as they have offered a very reasonable solution imo. Taking them to small claim courts because you aren’t happy with the reasonable solution that has been offered would likely end with you footing the legal bills.

          • AFOS on 02/03/2024 - 08:49
            -1

            @OpticalCog: This is correct if you try suing them under customer protection law. Within that law the dealership is right.

            If you lodge your case as common law (tort law) you have the cause of action. Damages in tort are awarded to place the plaintiff in the position in which he or she would have been had the tort not been committed. It is injured party's discretion on what to choose: damages or rectification.

            At the end it all depends on a judge. Legal fees are negligible at small claims courts.

            On a tangent: my almost brand new car was damaged at parking lot. Other party's insurance offered to fix it. I got them to pay me instead.

  • Jake D on 29/02/2024 - 18:25
    +18

    The good news is you don't own the car and can just hand it back to the leasing company in 3 years.

    • Eddzzo on 29/02/2024 - 18:59
      -2

      Unfortunately, the residual value of the car played ( and zero FBT) a big part in my decision to go for a novated. Was really counting on buying it out at the end of the lease.

      • jv on 29/02/2024 - 21:37
        -4

        You got a Tesla ?

        • FutureTech on 01/03/2024 - 10:29
          +3

          could be a BYD

        • Matt P on 02/03/2024 - 15:47

          It wouldn't be a Tesla. IIRC Tesla don't usually allow 3rd party contractors on site pre-delivery.

      • Jake D on 01/03/2024 - 14:20
        +1

        oops?

    • Poor Ass on 01/03/2024 - 15:14
      -3

      yeah that's not how a novated lease works buddy

    • Pratty on 02/03/2024 - 08:28
      -1

      That’s not how a novated lease works. It’s essentially exactly like any car loan with a balloon payment at the end. You don’t just get to walk away if residual of car is less than the balloon.

      • Matt P on 02/03/2024 - 15:47

        A novated operating lease would work this way. Unlikely the OP has one of these though.

  • Murkymerv on 29/02/2024 - 18:25
    +2

    Yeah , its a shitty situation but they're going to be seen as trying to rectify your predicament. Unfortunately , you'll just have see how well it comes out in the wash , 🤞

  • holdenmg on 29/02/2024 - 18:44
    +14

    Upon taking delivery on December 22nd, 2023, I noticed stains on the seats and trim,

    This is where you refuse the Vehicle.

    • DashCam AKA Rolts on 29/02/2024 - 18:48
      +4

      Did it have a mystery stick of lip balm in the console as well?

    • Eddzzo on 29/02/2024 - 18:50
      +1

      Yes lesson learnt

  • Drakesy on 29/02/2024 - 18:47
    +10

    GiVE Me COmpeNsAZioN

  • TheMindsetTraveller on 29/02/2024 - 19:07

    how big is your social media following?

    • Eddzzo on 29/02/2024 - 19:18

      Zero

  • c64 on 29/02/2024 - 19:07

    lucky the dealership didn't have a valet as well https://www.youtube.com/watch?v=IPEBgdGv2Tg

  • brendanm on 29/02/2024 - 19:29
    +1

    A) it's not leather
    B) what other option do you have

  • JimmyF on 29/02/2024 - 19:49
    +2

    Please advise what are my options here?

    Basically what the dealer has said, or put seat covers on.

  • GordonD on 29/02/2024 - 19:56
    +42

    Most reasonable people would consider having all the seats in the car replaced with new ones a terrific result at the end of the day.

    But your response is bitching and more bitching and more bitching, to quote your own words.

    I have no sympathy for you.

    • Eddzzo on 29/02/2024 - 20:01
      -4

      Fair enough…
      Let me put it this way, would you buy a new car( less than 2000km on the meter) that had it's seats and all the trim replaced by a dealership and are not factory fitted? Just an honest opinion.

      • Euphemistic on 29/02/2024 - 20:16
        +14

        If they had neen replaced witb factory parts to factroy standard why would you care?

        Seems like you want another new car when rectification is possible. Not sure many are going to back you up on anything otehr than them repairing the damage. Make sure they know it has to be 100% or youll be a thorn in their side until it is 100%.

        What does your lease company say about this? After all, its them that owns the car.

        • Eddzzo on 29/02/2024 - 20:37

          "I leave you in dealership's hand" lease company's exact words.
          They might own the car it's me who is paying for it. Lease agreement was for a brand new car that I planned to buy out and sell privately to cover the residual value and also get $5-6K back in my pocket. But with this I don't think I'll be able to get anything back anymore. I'd be lucky if I could just return the car to the leasing company without incurring any additional costs at the end of the lease. I'd understand if was due to my own mistake but why should I take a $5K hit due to dealership negligence.

          • Euphemistic on 29/02/2024 - 20:46
            +24

            @Eddzzo: Youve built this up in your head far too much. Its not the end of the world. Get it fixed. Enjoy the car. If there are still issues after the repair, get that fixed too then enjoy the car.

            Based on the level of response you've given so far I'd also be interested to see how bad these stains are. One person's "ruined in need of replacement" is another person's "in two months its gonna look that dirty anyway"

            • Eddzzo on 29/02/2024 - 20:51
              -4

              @Euphemistic: Yeah I guess I had the next 3 years planned out but this wasn't part of the plan 🙂
              Took me 3 months to crunch the numbers and make sure novated lease was right for me.

              • BillyStm on 01/03/2024 - 06:51
                +5

                @Eddzzo: 'Yeah I guess I had the next 3 years planned out but this wasn't part of the plan'

                I'd hate to see how you react when you sleep through an alarm or a restaurant you go to runs out of the meal you wanted to order….

                Life doesn't always go to plan but what they are proposing as fix is an agreeable solution, if you're so worried about these rattles and noise then maybe take a video driving in current state and one after for comparison. As has been said by others this is a costly error on their behalf and something they will have accepted fault for hence the solution provided.

                If you simply want compensation instead give them a number, if its less than the costs of their proposed works they might go for it otherwise doesn't matter how much bitching you do they have provided you a reasonable rectification for the problem.

              • Typical16-bitEnjoyer on 01/03/2024 - 14:32

                @Eddzzo: Has your chosen vehicle been on the market for more than 5 years to crunch the residual profit numbers?

              • Jono05 on 01/03/2024 - 15:43
                -1

                @Eddzzo: Maybe if you used a calculator instead of a slide rule or your fingers it wouldn’t of taken you 3 months.

          • mapax on 29/02/2024 - 21:18
            +10

            @Eddzzo:

            with this I don't think I'll be able to get anything back anymore

            Why?
            The average person would barley care that the dealer replaced the upholstery let alone even know unless you tell them.

          • brendanm on 29/02/2024 - 21:21
            +5

            @Eddzzo: Lol, how on earth does this affect how much you will sell it for?

            • Poor Ass on 01/03/2024 - 15:15

              @brendanm: it has tainted stains on the seats which will look like other types of fluids lol

          • loropy9 on 29/02/2024 - 22:06
            +2

            @Eddzzo: Document the damaged/replaced seats. Negotiate down the residual value at the end of the lease as it's a repaired/damaged car. Don't buy snake oil from a dealership next time.

            • brendanm on 29/02/2024 - 22:24
              +2

              @loropy9:

              it's a repaired/damaged car.

              Rofl

            • Jono05 on 01/03/2024 - 15:44

              @loropy9: Good luck with that.

            • Poor Ass on 01/03/2024 - 18:23

              @loropy9: that's not how a residual value works on a novated lease

              residual is set as a percentage of the purchase price at the start of the lease and this amount cannot be altered as it is issued by the financier

              the banks or financier won't have bar of it if you don't pay the full amount of the residual. They'll just take your car and auction it and you still need to pay what's owning.

              The issue is with the place that put the treatment on. The novated lease company and finance has nothing to do with the outcome of the damages. Only thing is they can reimburse the client as a repair expense out of the funds in the novated lease account if it is sufficient. but usually these things aren't budgeted so it'll probably eat into the funds.

      • GordonD on 29/02/2024 - 20:25
        +2

        would you

        Yes.

        • Eddzzo on 29/02/2024 - 20:38
          -5

          Okay I guess I'll knock on your door when selling in 3 years 😃

          • Euphemistic on 29/02/2024 - 20:49

            @Eddzzo: When the leather protectant has worn off and the seat look just fine?

            • Eddzzo on 29/02/2024 - 20:56
              +1

              @Euphemistic: Yeah won't lie, this has crossed my mind. Maybe it's best to let it go and hope that the protection will wear off in time or take it to a decent detailing service and get a second opinion.

              • Euphemistic on 29/02/2024 - 21:06

                @Eddzzo: Definitly worth getting a second opinion. Dealers are notorious for cheaping out on "protection" products.

                • CocaKoala on 03/03/2024 - 02:00

                  @Euphemistic:

                  Dealers are notorious for cheaping out on "protection" products.

                  There, I fixed that for you.

          • GordonD on 29/02/2024 - 20:51
            +2

            @Eddzzo: Putting the leather protection on might well have involved removing the seats and trim. Trying to remove it almost certainly would. Every time you get your car serviced or repaired they take bits off and refit new parts in their place. It is part of owning a car that that will inevitably happen.

            • Euphemistic on 29/02/2024 - 21:05
              +5

              @GordonD:

              Putting the leather protection on might well have involved removing the seats and trim.

              No way that would happen at a dealer. They pay an apprentice to spray on some stuff, wait a minute and wipe it off.

              • Eddzzo on 29/02/2024 - 21:09
                +1

                @Euphemistic: Yes exactly that. They sent it off to an in house pre-delivery detailing service. They sprayed it on but did not wipe it off in time.

            • Eddzzo on 29/02/2024 - 21:07

              @GordonD: Yes that's to be expected. There's a second car that I have owned for 7 years from new. There's a fair amount of wear & tear and bits & pieces have been replaced. But that's ripping all the seats and trim out , seems a bit excessive for a month old car. But I understand what you mean, I am just over thinking.

      • Jake D on 01/03/2024 - 14:21
        -1

        You haven't bought anything

      • Salternative on 02/03/2024 - 09:02

        How is the next buyer of your car to know? its not going to be stamped "duplicate " or "not factory fitted"in the leather .

        I think you are expecting some sort of monetary /additional compensation and you are asking the forum for what it can be or in what form , and in what amount .

        Unfortunately a mistake was made, i personally think that getting the upholstery replaced was a good result, asking for additional monetary compensation will likely get nowhere, as the small claims court will likely find that the matter has been resolved in good faith.

        Crucially, the dealership knows it too, and if you think your "bitching"( in your own words) will work, you need a reality check. You might think yourself a Fox, but they are hyenas, they will tire you out, not the other way around.

  • Kongzi on 29/02/2024 - 20:40
    +1

    Another reason why you should not do novated leasing. Full payment cash only when it comes to cars

    • Eddzzo on 29/02/2024 - 20:45

      Usually I don't and have been buying cash. This is the 1st time I went with novated lease mainly due to tax savings and zero FBT. Car is paid 100% pre tax.

      • Poor Ass on 01/03/2024 - 15:19
        +2

        you made the right choice… the FBT exemption on EV beats cash over the lease term even if there is a residual at the end

        these jokers on here dissing novated lease don't know shit and think every case is the same

        let me know if you got any novated lease questions I'll help ya out

    • Randolph Duke on 01/03/2024 - 09:59
      +1

      What has payment method got to do with it?

    • Typical16-bitEnjoyer on 01/03/2024 - 14:28

      I only pay in Bitcoin to convolute duty calculations.

      • Poor Ass on 01/03/2024 - 15:20

        Moon Lamboooooooo

  • Dollar General on 29/02/2024 - 21:14
    +1

    If you want compensation then take it elsewhere and get a quote for the works you want performed and then discuss it with the dealership.

    There’s no way the manufacturer gonna take your car back to the factory and replace your seats. Dealer should be capable of doing a good job. I had a dealer replace the foam moulding on drivers seat and no way to even notice the work was done.

  • picklewizard on 29/02/2024 - 21:15
    +16

    Dude they can replace the seats, it'll be good as new, resale vale is nonsense, who even knows the seats have been replaced?

    They have offered a reasonable remedy, you should accept it.

  • jv on 29/02/2024 - 21:48
    -5

    Life Lesson: Don't lease next time…

  • sumyungguy on 29/02/2024 - 21:56
    +4

    Life lesson (supplemental): aftermarket leather protector is purest oil of snake. Car seat leather is treated with protectant to ensure adequate service life.

  • Gdsamp on 29/02/2024 - 22:19

    are they gonna replace the seats? or just re trim them

  • this is us on 29/02/2024 - 22:37

    Annoying yes… Now just get your new seats… If you don't like, return the car at the end of the lease. I think these are your options now.

  • pegaxs on 29/02/2024 - 23:19
    +2

    Unfortunately, they refused, claiming the product was third-party and directed me to the manufacturer for warranty claims.

    Well, that’s a breach of consumer law right there…

  • 82norm on 01/03/2024 - 08:06

    Do you have pictures of the seats. I think you’ve been given a raw deal and it’s sucks. I’d be reluctant in letting them or a 3rd party replace the parts. It just wouldn’t be the same. Before you know it, seat air bags are not connected back, internal wiring damaged and you wouldn’t have a clue. See if there is a way to fix the mess yourself or possibly see specialist cleaners….
    As for the neggers on this forum, what can I say….

    • doobey1231 on 01/03/2024 - 08:35

      If airbags aren't connected they will get a fault on the dash.

    • picklewizard on 01/03/2024 - 10:08
      +2

      If you don't trust a mechanic to replace a seat and reconnect a wiring loom then what do you trust them to do?

      They are the dealer, not a third party.

  • subydooby on 01/03/2024 - 08:07
    -8

    If they remove the seats from the car I would be worried about how well the seats are bolted back in.
    Important in an accident.

    • Randolph Duke on 01/03/2024 - 10:00
      +7

      Do you also worry when they rotate the tyres, or change the brake pads?

    • picklewizard on 01/03/2024 - 10:08
      +5

      TIL bolts are complicated

      • Typical16-bitEnjoyer on 01/03/2024 - 14:30
        +1

        Is it lefty tighty or righty tighty? I forget, complex stuff.

        • picklewizard on 02/03/2024 - 17:06
          +1

          Don't let this guy near your car, he might affect its resale value!

    • Euphemistic on 01/03/2024 - 17:02

      A seat is like 4 bolts and a plug or two for the electrics. Pretty hard to screw that up.

      • beach bum on 02/03/2024 - 01:49
        +1

        There’s a reason they start apprentices on a broom ,
        so they hopefully don’t set the workshop on fire on the first day .

  • doobey1231 on 01/03/2024 - 08:31

    Consumer law specifies they must make their best effort to rectify the issue, that can include replacing OR repairing the problem. Sounds like they are doing what is required of them. There is no point mincing the what ifs, just follow the process, inspect it with a fine toothed comb afterwards and if you see more issues raise it with them.

    There is really no other option, they are doing what is required of them, albeit with a little fight before hand, but I cant say I haven't heard of that before when it comes to these things. But they are now fixing the issue and its a reasonable fix too, that interior wont be cheap. This is a mountain out of a mole hill, throwing out potential future issues is pointless.

  • Ashless on 01/03/2024 - 09:03

    If you are so worried they will stuff up the fix, ask for a cash settlement. (it's just cosmetic staining, right?) Hand the car back after the lease expires. Don't get leather protection on your next lease.

  • skillet on 01/03/2024 - 09:45
    -2

    First of all, your $58K car will only have vegan friendly fauxleather unless your leasing company ticked the real leather option(i doubt there is) of course again without your knowledge. Then again, did the leasing company also choose a paint colour that you didn't wish for without your knowledge? Did you also signed for the car in your sleep without your knowledge? Please be through with any papers before you sign for anything.

    The top coating on your fauxleather is compromised by some noob, if I was me the detailer I would wipe it with mild detergent and return the car. Nobody would know if there's any product applied. So the noob should really spot test the product on visually obstructed areas before raping the whole seat.

    If you are worried about noise in $58K car, you should really invest in higher value assets such as a $350K Maybach S class, it will be much less noisy than any car.

    Anyway, if you don't want the dealer ripping out the seats, you can get it fixed at an upholstery and trim restorer. Whether the color matches with the rest I don't know but they do a good job repairing torn faux leather to almost indistinguishable. They can also refresh old and worn looking seats. You can request that they mask the interior while they spray paint the seats.

    Keep in mind that most cars are designed to be taken apart for maintenance and service. It was in pieces before it left the factory. If they fixed the car and your unsatisfied keep bitching until your happy the car is under warranty.

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