u/Username__-Taken

Hey everyone,

I recently took my car in for an MOT and while in their care they’ve damaged the front bumper.

On dash cam footage you can see them get very close to a lift post and then jump out and immediately inspect the damaged area, then call a colleague over and they both stand there looking at it. Also caught on dashcam is the “valet” looking through my belongings in the armrest storage.

Before leaving I immediately bought this to their attention and it seemed they were taking it seriously (before I’d reviewed dash cam footage that night)

Roll on the next day and I just get a text message saying they’ve investigated it and dismissing my complaint. So I speak to their manager Thomas Leach and he is dismissing my complaints and very unapologetic/ rude. He keeps totally ignoring any mention of the staff looking through my stuff and avoids mentioning it or even apologising.

He is claiming that they no longer take check in photos (can’t prove the damage wasn’t already there - it wasn’t) and he can’t access the CCTV footage until Tuesday but will send it over then - it’s now Friday and he’s ignoring me and of course no footage. He even tries to say that because there’s stone chips on the front bumper the damage couldn’t have been from them?

This also leads me to believe that he didn’t check any footage to begin with despite claiming he did if he apparently can’t access fhe CCTV… or checked the footage saw the damage happen and decided to just pretend it never happened.

What are my options here? I know I can go to ombudsman after 8 weeks but I’m worried by then the footage may no longer be available?

Can any BMW employees shed any light on the “we no longer take check in photos” situation?