Unauthorised Withholding of Vehicle, Damage, – Extremely Poor Experience

I am extremely disappointed with my recent experience.

I booked my vehicle for a scheduled service and clearly requested that the service be completed before 13:00, as I had an urgent appointment at 16:00. When the service could not be completed in time, I attempted to collect my vehicle — which is still fully within the manufacturer’s warranty and contract specifications. I was refused access to the vehicle on the instruction of a manager, with no valid contractual or legal justification. This forced me to rent a car at my own expense to attend my emergency.

Since then, I have repeatedly requested the specific contract clause that supposedly gives the service centre the authority to withhold my vehicle. The manager refused to provide this, instead referring to irrelevant rules about keys in the ignition and accident liability — none of which justify denying me access to my vehicle. After several emails, and communication I was told to “send a letter from my lawyer,” and I am still awaiting a proper response.

To make matters worse, my vehicle’s radio screen is now broken, and feedback from the service centre confirms that no actual work was done there during the appointment. I now have to return my vehicle for the damage to be repaired, causing further inconvenience and costs — all due to their obstructive and unprofessional conduct.

This is completely unacceptable. Withholding a customer’s vehicle without justification, failing to provide service, and causing damage is unprofessional, irresponsible, and a breach of trust.