Carglass - Vehicle damage and faulty repair

replaced panaramic glass roof on 2023 range rover valued at 140,000 euro. They broke the sliding sunscreen roof, damaged paint work on door, tailgate and roof - needs repainting. Damaged electrics to tailgate so it does not open correctly. Provided estimate to repair all damage which they clearly do not like , but I have before and after video evidence to confirm the facts. Also the main replacement glass roof has a damaged seal and leaks !!!

AZ-35-ZB

firstly today 2/9/25 is the first time you mention bringing the vehicle into one of your shops. Prior to this you mention an assessor needs to view the vehicle and we offered any time/appointment for you to visit our premises.

After the thousands of euros damage your very young trainees did to my vehicle 3 months ago I am not prepared to enter your premises in fear yet more damage will occur, hence the offer for you to visit me. Further, the leaking glass roof you installed has a clear picture showing the defective rubber seal that has not been installed correctly and this is where the leak is coming from. My question to you all along is what are the fixes - example, would you stick it with glue (not acceptable), would you lift the glass roof and place the rubber seal correctly (purhaps you will damage the vehicle even more).

Regarding the repair costs - You may have your own process for dealing with the dozens of complaints I read on various web pages, but it is not the way I accept. You are the 3rd party (who caused damage to my vehicle) and I am working with a repairer directly. As I explain to you again. The invoice for repair work can only have my details on the invoice as I am the person to whom a warranty applies - not carglass. So far as you reclaiming IVA it really is not my problem. I have also repeated and repeated, you can pay the repairer directly which I have no problem with as you have stated you do not make payments directly to "customers". This is not a problem for me as I only want the damage you created rectified by a competent company - in this case spain and gibraltar. If required I can produce an invoice for you c/o payment (the repairer) however I am not IVA registered.

Your procedures are in place to minimise your exposure and loss , not to ensure a fair resolution to the situation.

I have also given you the opportunity to value the damage you have created by way of a personal visit, photographs, video prior to damage and pictures after damage so you can assess the repair quotation . But you have declined the offer.

You have the option of paying the repairer directly, you will not pay me directly or offer a cash settlement. It does not bother me which, but rest assured I will claim against both your defective installation ( your cost you charged I understand around 6,000.00 euro) and the damage to a 140,000 vehicle in your facility Sintra.

Best regards
Annoyed ex-customer

Estimate sent to you for the 3rd time. please see attached. Please note as already informed the quotation to rectify your damage caused to my vehicle is addressed to me as Iam the owner and I am the person the invoice and warranty apply. You are welcome to pay the repairer direct.

With regard to changing details on an estimate, this appears to me fraudulent and I will not tamper with documents that are to be used in an official capacity.

As you have still not agreed to assess the faulty installation of (circa 6000,00 euro) the panaramic roof at my premises nor agree to the estimate provided we are making no progress. Despite an estimate not having your details (not an invoice an estimate) and you have confirmed in writing you do not need to send an assessor to view the damage paintwork , tailgate not closing and broken panaramic sunscreen how do you propose agreeing/not agreeing to the repair cost ?

I have contacted an independent portuguese vehicle insurance assessment company (Gestao de Peritagens s.a) who can undertake an independent survey of both your faulty glass roof installation and the damage your technicians caused whilst installing the roof. The cost is from 135.00 euro. Do you agree to pay this fee which I am sure the invoice can be put in carglass name ? this will allow the current position to progress towards a fair conclusion.

Please let me know



I have contacted

As we are not moving forward , I have now instructed a company to undertake a review of your installation and provide an independent quotation for the rectification of the faulty panaramic glass roof installation and the additional damage your technicians caused whilst undertaking the installation. Once I receive the report I shall issue you a copy along with my financial claim for repair. I shall include the cost of the independent assessor in my claim.

I remind you that despite sending you a QUOTATION not invoice for the damage you have caused, you have made no attempt to confirm that you accept the QUOTATION irrespective who's name is on the invoice. Perhaps you could explain at what point you either accept or decline a QUOTATION ?

Further I have mentioned the repair may be undertaken in Gibraltar where it is an IVA/VAT FREE jurisdiction.

Please can you confirm if Carglass self insure public liability or who your liability insurance is held with.

Thank you

FROM CARGLASS VIA EMAIL
Good morning Mr Paul Rundle,

Following a careful review of the estimate you provided, we confirm that we acknowledge the damage caused to the rooftop curtain, as well as the marks left on the vehicle’s paintwork — corresponding to items 1 and 2 of the estimate.
However, with regard to the damage to the passenger door and the issue with the tailgate cable (items 3 and 4), we must clarify that we are not responsible for these. Our team did not carry out any work in the rear area(the trunk or boot) of the vehicle, and we have no reason to believe that our intervention affected those components.
We remain available for any further clarification and are committed to resolving the matter with transparency and professionalism.
Best regards,

After-Sales Carglass®

MY REPLY TO CARGLASS

Good morning, thank you for clarifying a part liability for the vehicle damage.

So I can explain what has happened with regard the tailgate part non operation and damage. When the head liner was removed the cables for both the sunshade and the tailgate run through the head liner. As with the damaged head liner cable the tailgate cable runs next to it. With regard the paint damage on the tailgate, The tailgate had to be opened to allow access to the rear of the head liner. Whilst doing so some equipment must have either been opened onto it or it was opened and hit an obstruction above it.

With regard the passenger do. The day before the vehicle was delivered to sintra work shop a comprehensive video of all panels of the vehicle was taken. I attach a still of the passenger door taken from the video at 1.28 minutes showing an undamaged passenger door panel. How you damaged it I do not know but the fact is , the damage was not present prior to handing the vehicle over to you.

I had only just purchased this vehicle from the car dealer and the largest mileage I personally put on the vehicle was driving it to carglass. You can also see the vehicle is kept in a garage so there is no way any other person could have damaged the door.

It would be good if we can get this all agreed and move on.

I will attempt to send you the video but don’t know how it will down load on mail.

Regards

Carglass have agreed certain parts of the quotation, but I am still awaiting confirmation about the damage to the front passenger door and non opening tailgate where wires were damaged in the head liner when it was removed. There is also no confirmation in writing of the total claim carglass are willing to pay or how the payment can be made or when. Please can you confirm.
Regards

good morning, I await you looking at the video with regard 2 items of damage you say were not created by yourselves. The reason I write is because you keep closing down this dialog as "problem resolved" which clearly it is not. Once we have agreement on complete damage I will be more than happy to close the online portal.

Regards

EMAIL FROM CARGLASS NOT POSTED ON THIS PLATFORM
Mr .................

We close that dialog in that plataform. We are obligated to close it, due to teh plataform policy.

When did we recuse to answer you in our email?

Never, right?

Anyways, we are still analyzing the situation. We will keep you informed shortly

Thansk in advance for your patience.

Vinicius Morgado
After-Sales Carglass®
800 253 253


NO I DISAGREE, HAD THIS PLATFORM NOT BEEN AVAILABLE YOU WOULD HAVE STOPPED COMMUNICATION. Please answer the question about the 2 additional damage areas carglass refute as their responsibility . Video evidence less than 24 hours prior to my vehicle being handed over to carglass clearly shows no damage.

Do the right thing, you caused the damage, pay for it and close this situation.

Regards

Good afternoon, it is disappointing to hear that your sintra branch have lied about the removal of the head liner. As I suspected there could be damage to the vehicle by yourselves I took a comprehensive 4 videos, 1 of which you have and at the point 1.28 minutes you can see no damage on the door. I also put a step ladder in the vehicle so that when you had completed the work I could thoroughly check the job. This is when I saw the badly fitting roof seal. I sat in the drivers seat and pressed the roof screen to close it and noticed a bent edge of the inner roof surround , I can only assume you used an item to lever the head liner out.

When I went to retrieve the step ladder from the tailgate with the cars key, it did not open, I had to open it manually, so again this is some thing you have damaged.

My self and my wife picked the vehicle up and at this point I got your manager and showed him all the damage (including the paint damage and tailgate not opening) he immediately called head office, I assume yourselves . I asked your manager to call the car sales garage where I purchased the vehicle because they were paying for the roof replacement along with the previous owner and they explained to Belouracar garage all of the damaged items. This included the tailgate and paint problems. Belouracar saw the car before it entered your work shop and the vehicle was returned to them after it left your works shop, so all damage was documented.

I have been in contact with Landrover regarding the possibility of not removing the head liner and they replied as follows :-

you generally need to remove the headliner to replace the glass in a Range Rover's panoramic roof, as the headliner is a component that covers the roof structure and needs to be moved to access the glass panel and its securing points. The process typically involves disconnecting the battery, removing various interior trim pieces like pillars and light consoles, and carefully lowering the headliner to reveal the panoramic glass and the screws that secure it.
Here's a general overview of the steps involved:
Disconnect the battery: This is a crucial first step to prevent electrical issues during the process.
Remove trim panels: Begin by removing interior trim pieces that surround the headliner, such as A-pillar covers, sun visors, and dome lights.
Detatch electrical connectors: Carefully disconnect any electrical connectors for lights, sensors, or the sunroof's operating components that are attached to the headliner.
Lower the headliner: Once the trim and electrical connections are free, you can slowly lower the headliner board.
Access the glass panel: With the headliner removed or lowered, you will have access to the panoramic glass roof and the screws or clips that hold it in place.
Why it's necessary:
The headliner acts as a cover for the roof's interior.
To reach the glass panel for removal and replacement, the headliner must be moved out of the way to access the fasteners holding it.
Important considerations:
This is a complex procedure, and you should use caution to avoid damaging the headliner, glass, or associated components
Perhaps you would like to reconsider your position. I have the independent vehicle insurance assessor coming on Tuesday 16th to look at all the damage so I shall ask him as well if it is possible to replace the panoramic glass roof with out removing the head liner.
Regards

Considering you have caused all the problems with terrible workman ship and now an attitude problem. I shall be looking into reclaiming all cost, associated damages and compensation. It does not concern me how long or how much this will cost as my independant insurance report will detail what you have said is a lie and the videos and personal witness statements will speak for them selves.

You certainly know how to damage a brand name.