My nearly-four-years-old Renault Clio was due a bit of tender loving care. The rear door lock had stopped being able to lock the doors, a small piece of plastic fell off the front driver’s side door and, the one that tipped it, the driver side wing mirror was shattered; someone hit it in a car park – thanks!
I booked my car in to Renault Romford, dropped it in before work, and waited for a call back letting me know what everything was going to cost. The call arrived and the suggested shopping list was a little longer than I expected.
- Rear engine mount starting to split – £103.00
- Front disks and pads should be replaced – £245.60
- Coolant and brake fluid drain and refill – £49.99
- Air conditioning service – £79.99
- Replacing the bit of plastic that fell off – £7.76
- Replacing the mirror – £27.87
- Replacing the rear door handle – £365.68 – wait, what?
I totally accept that most of the stuff in that list falls under the categories of “normal wear and tear” and “you broke it”, but things like a door handle should reasonably last the lifetime of the car. It’s not like it’s even the most commonly used door. Had this been the driver’s door, I might have grumbled a bit but understood.
I asked Renault Romford to replace the glass, replace the bit of plastic and service the aircon, explaining that I would sort out the brakes etc next month and would call Renault UK Customer services to talk to them about the rear door handle.
Renault UK customers service have still not contacted me, despite Tweets, emails and a telephone message asking them to do so.
I got a call yesterday saying my car was ready to be picked up, and that I owed them some £450.00. I was confused. They’d changed the rear door lock, despite me very explicitly saying that I was going to talk to Renault customer services about it. Opinions were exchanged, we agreed this was most likely a misunderstanding.
I went to pick up my car this morning. The car would not be released to me unless I paid in full. In other words, I have paid hundreds of pounds for parts and work I didn’t ask to be done.
Insult to injury? Hell, yes. The didn’t replace the tiny piece of plastic that fell off the front door, one of the three things I did very specifically ask them to fix.
THERE’S A HOLE IN MY DOOR, DEAR RENAULT. And I’m hundreds of pounds out of pocket.