Reading how ramraiders smash through a wall and steal 5 cars from Evans Halshaw was an interesting case.
This came to my attention through a Facebook page that I am a moderator for, which is a platform for disgruntled customers of Evans Halshaw.
A customer whose car was in for repairs found out that it had been used by ramraiders as a battering ram to facilitate the theft of 5 cars in a showroom. Ironically, the car was ready to be collected days earlier, but Evans Halshaw failed to let the customer know.
The thieves used vehicles for ramraiding on the forecourt after being present for 3 hours. No alarms were triggered, and Evans Halshaw believes the security measures in place were sufficient to not hold them liable at all.
This customer came to this Facebook forum seeking advice as Evans Halshaw refused to accept liability and said that she needed to claim on her own insurance! Incredible isn’t it?
EVANS HALSHAW’S RESPONSE
The closing e-mail from the Regional Director stated;
“We maintain our position, as set out in my email to you, that having taken reasonable care over the vehicle, we have discharged our obligations and duties as a bailee.
It is entirely proper that this matter is now referred to the vehicles insurers. Should they, having considered all the circumstances of the matter disagree with our assessment of our liability, they will no doubt consider the appropriate course of recovery action to take. Needless to say, this would not inconvenience the bailor/policyholder, unlike commencing court action themselves”.
This is just the usual legalese bullshit that I am used to seeing here with this firm to fob customers off and frustrate legitimate claims, speaking from personal experience, and from helping many others deal with various issues that arise.
How can Evans Halshaw state that they have taken reasonable care over the vehicle, given that it was ready for collection days earlier and nobody contacted the customer? No alarms were triggered, so what security measures (if any) were in place?
They have liability insurance in the unlikely event of something like this happening, so how can it be the customer’s fault for entrusting their vehicle with the dealership? The vehicle was on their premises, the customer was not driving it, they entrusted it in their care so it is their responsibility and they are liable for repairs / replacement for the damage incurred.
My advice was to simply contact (your) insurance company and let them take the fight to Evans Halshaw as they have more clout and make your problem theirs. Someone else suggested getting a crime reference number from the Police, although given that the incident was covered by the Manchester Evening News it’s not essential really.
This is where legal cover is essential. I explain why from personal experience last year when my car was destroyed in Manchester by a third party who was racing another vehicle and lost control. That was also covered by the Manchester Evening News.
Firms that make life difficult for their customers will eventually find that they have no customers at all. Car dealerships need to realign their focus and stop seeing customers as a one-off opportunity to fleece them and provide a consistent great customer service and experience.
It is much more expensive to find a new customer than it is to retain an existing one. Loyal customers are unpaid ambassadors for a firm and provide free advertising to family and friends. Why is it so difficult for car dealerships to realise this?
What are your experiences with car dealerships?