My Poor Citroen C4 Grand :-(

[damobird]

I was involved in an accident back in July where another car drove in to the back of my March 2014 Grand Picasso after only 4000 miles on the road.  Direct Line organised for my car to go to their preferred repairer and after 3 months, my car was returned to me only for me to find that internal damage to the 7th seat rail and some of the plastic interior had been left untouched.  So, the car was sent back to the same repairer for 2 further months and the car was returned to me with a broken boot door button, bumper out of alignment, scratched alloys and scratches to the underside of the vehicle.  So, yet again the car was taken away by DL and they used a local garage.  They painted up the underside of the vehicle and fitted a new bumper as the DL engineer explained that the reason my bumper was misaligned was because it was warped and had been melted during the baking process by their initial repairer.  So 3 weeks later, my car was returned to me and the bumper is in a worse position than before.  I can fit my hand between the bumper and boot door, the boot door seal is torn, and the bumper pivots over the new panel work that was initially fitted by the first repairer. 

 

My car was hit diagonally across the back of the car and most of the impact focused across the drivers side.  My focus has always been on the trueness of the rear of the car and the fact that the bumper cannot be fitted straight does not convince me that it is true.  To a passer by, the car looks like new but my car was only 4 months old prior to the accident and now there are several serious flaws in my opinion and this car is to serve me and my family for many more years.  DIrect Line keep throwing money at it but never listen to my concerns in my letters and keep missing the problem and introducing new problems (like the torn seal!)

 

I have taken my complaint to the ombudsman but I am guessing they will see in DL's favour and allow them to repair the vehicle once more.  Personally I want them to accept their incompetence and replace my vehicle and let us all move on.   I have lost 8 months of my life on the phone to this.

 

https://www.youtube.com/watch?v=AYJBkYOebYA

https://www.youtube.com/watch?v=67-Up9bBoTw

 

http://i61.tinypic.com/t6a2rs.jpg

http://i60.tinypic.com/1gk66o.jpg

 

The above images show the new lower rear panel that has been fitted (i assume) as there are clear welds that protrude on both left and right sides and it is here that I think the bumper is pivoting on.  The seal is also intact. The initial garage gave me a rough idea of what was replaced but it included several panels, cross member, boot door, bumper, rear seat railing (eventually) and some other plastics.  The boot door causes me worries as I have already had to have the boot door button replaced because the plastic was shattered.  I also find pieces coming away that I have to "pop" back in to place - which doesn't seem fair for a new car?

 

Any views / advice ?

Edited March 21, 2015 by damobird

[paul.h]

If you are in the RAC/AA it could be worthwhile asking them for advice. However, Direct Line should be responsible for the car being repaired back to the condition it was before the accident - it is not your fault their preferred (low cost to them) repairer is not up to the job. Have a look at your policy for the terms/conditions since it may detail what to do if you are not happy with the repairs. As well as trying for them to take the car off you/provide another as in their adverts but if this is not a possibility see if it could be taken to a Citroen dealer with their own bodyshop to be sorted.

 

A few years ago we had some repairs to our C4 following a crash and Directs Line's preferred repairer did the work but when we got it back it was not right - bits not painted, the bonnet could not be closed, bits missing. I wrote a list of these and the car was taken back and sorted. They said the car was put back together by a different person to the one who took it apart . I took prints from the Citroen parts diagrams to show them what was missing. Following this experience I think I would insist on any future repairs being done by our Citroen dealer.