Very bad experience in car service Utrecht
In December I left my car at garage on Monday for an issue that has found during regular maintenance and was covered by warranty. I was told it is max 2 days job and I will be contacted to pickup my car. After 3 days I called every day but each time said something different from "We will call you very soon today" to "Your car is ready and already told you. But wait we will call you". I went to pickup my car on Friday and again same thing, the car is ready but actually the car was in garage and I told to wait for 1 hour so I waited there for 1 hour for my car. Apparently In their system it is written that the car is ready.
After picking my car up and drive home before I reach home, the car shows 2 new errors regarding electric system and anti pollution system. I called Monday and told that since it is not critical I will have to bring the car in end of Jan (more than a month)
Now I have been told that there is an issue with water pump. After talking with different people and asking why my car got 2 new errors right after I got it back after a very messy week in your garage, no answer. Just someone told me that I can happen. So randomly my car broke after being in their garage for 5 days without providing any information or answering me. WHAT A COINCIDENCE.
I told them I can not trust them anymore I don't want them to work on my car and paid 350 for inspection.
I also send email to their customer support with all the details. No answer yet.
Worst experience with a garage ever!!
Reply from Stam
Reaction 1: Thank you for taking the time to share your experience with us. We are sorry to read that you are dissatisfied and we appreciate you bringing this to our attention.
We understand your concerns and would like to look into what happened in more detail, including the sequence of events during and after your visit. To do this properly, we need to investigate the situation internally and review the technical findings.
We would appreciate the opportunity to discuss this further with you. Our team will follow up after reviewing the case so we can provide more clarity.
Thank you again for your feedback — it helps us improve our service.
Reaction 2: After contacting our colleagues:
Thank you for your review. We would like to clarify our perspective and provide additional context regarding your visit.
Shortly after your workshop visit, a fault message appeared related to a defective water pump. This component is not affected or handled during a regular maintenance service and unfortunately failed independently. This is a defect that can occur at any time and was coincidentally detected shortly after the maintenance.
At the time of diagnosis, a replacement water pump was available. To be 100% certain of the cause of the fault, we temporarily installed this part, which confirmed that the water pump was indeed the source of the issue. After contacting you to request approval for further work, you indicated that you no longer wished us to proceed and expressed concerns about responsibility. As requested, the vehicle was then returned to its original condition.
This situation was explained several times at the service desk by our colleagues. However, we understand that you disagree with our conclusion. We would like to note that any other qualified garage performing the same diagnosis would reach the same technical outcome and confirm that this defect is unrelated to the previous maintenance.
For completeness, we would also like to mention that there was nearly one month between the maintenance visit and the subsequent diagnosis. When this was discussed, you indicated that you were unable to visit the workshop earlier.
We regret that this experience has led to dissatisfaction and appreciate you sharing your feedback.
