Damage to paintwork (twice) during and after warranty repair

[Dusk2Dawn]

Hi team AOC,

I have had an abysmal time with an Audi dealership in London having taken my car for a warranty repair (rear driver side seatbelt) on 24/05; the car was inspected and I was informed to bring the vehicle back on 14/06 for the work to be completed.

The warranty repair was finally completed on 17/06 after me chasing multiple times for an update - I happened to call Audi Insurance Customer Support and was informed the claim was only submitted on 14/06!!!

Having picked up the keys from the dealership and heading to my car, I noticed a chip in the driver side door panel and damage to the bottom edge of the door - I immediately addressed the issue with a manager who initially denied accountability stating video of the car would need to be reviewed next week. I stood firm knowing fully well the damage was new plus I had taken pictures myself on the day I dropped off the vehicle which I could have shown. Guess what, the manager then remarkably accepted responsibility for the damage and stated the door panel would be resprayed. HAPPY DAYS I thought.

I went to collect my vehicle yesterday - saw my car parked in the forecourt and had a quick inspection:

1. Driver door had not been repainted; only the chip filled whilst bottom edge of door untouched.
2. NEW DAMAGE to Passenger side door - long horizontal scratches deep enough to be caught by finger nail, 2 x chips to lower door panel
3. NEW DAMAGE to bonnet - embedded marks and chips

Showed the same manager the new damage - he drove the vehicle to the wash bay (I followed on foot) and applied polish in an attempt to remove the scratches and had the audacity to say 'they are gone' which they weren't.

After a long pause in his office, he approached me and again accepted responsibility of the damage stating he will get it fixed BUT not the damage on the bonnet? He is away until mid July and stated he will address my vehicle on his return which gives me time seek my next move. I did not take ownership of my car in its current condition and it remains with the dealership - I have a curtesy car. 

The issue is that I have been lied to in relation to the driver side door panel not being fully resprayed - a company called Automotive was used (who do smart repairs) and from my understanding they are not Audi approved. I stressed before leaving that I do not want the same company carrying out any further repairs.

I have emailed Audi Customer Services and am awaiting a response. What are my options? Are there any Audi Approved Bodyshops?

[Magnet]

Welcome Kaz, thanks for joining, and sorry to hear of your issue with your chosen Audi dealer. 
Obviously a catalogue of disasters which no none should be subjected to when they entrust their vehicle to a garage - particularly a main dealer. 
By what I read, I think you are pretty well equipped and understandably determined, to sort this out on your own. However, if you run into further issues or objections, then I would suggest you visit your local CAB and seek advice and support there. 
My belief is that the vast majority of main dealers no longer have their own. bodyshops, but all would have access to, and knowledge of, ‘authorised’ repairers in their area. 
As you have found out, they also use ‘smart repair specialists’ for what they would consider spot repairs, but….
If this were mine:- 

Take the car to another Audi dealership and seek a quotation to get all areas correctly refinished.

Do the same with a couple of local bodyshops of your choice. 
Return to your offending dealer armed with the estimates you have. 
Perhaps you could let us know how you get on.

Kind regards,

Gareth. 

[Dusk2Dawn]

Thank you for your response Gareth.

As of 17/06, my car remains with the dealership as I failed to accept it back in its given condition - I have use of a curtesy car which I had to stamp my authority to get.

Is it worthwhile taking my car back? I just fear they'll cook up something new!

I have been in contact with Audi UK Customer Services this afternoon; I had to resend them an email which they failed to receive - I now have a case reference number...is the ball now rolling? Also emailed Audi CEO - lets see if I get a response from him or his team.

I will be going to an Audi Approved Repairer shortly with pictures of the damage, hopefully they'll be helpful without the actual car being present.