Raw Deal: We secure payout after roof rails put dent in new Citroen… and in the wallet of an ex-mechanic

Raw Deal has delivered some New Year cheer to a former publican who was being driven around the bend by a lengthy dispute with Citroen.

In October 2017, Colin Nicoll, from Arbroath, paid £28,000 for a C4 Picasso Flair from a dealer in Montrose.

“A few months later dents started to appear on the nearside roof rail,” said Colin, 71.

“The dealership was convinced the damage was caused by vandals and recommended I take it to repair firm Dent Devils to get it fixed. They tried to remove the dents but were fearful that this could cause further damage. This cost me £40.”

Months after first complaining to Citroen, in July last year the roof lining was removed from the car and Colin was told there was no problem with the internal rails.

“This cost me a further £200,” he said. He then visited two independent coach-builders who indicated that the damage was stress related.

Colin, who is also a former car mechanic, was concerned the roof rails could be dangerous if he had a crash and the car rolled over.

“The vehicle has a full-glass roof and, because of the fault with the rails, I was worried there would not be enough support in them to make the vehicle safe if there was an accident. I know what I am talking about.”

Colin was then required to make several trips to car repair and body shops in Perth and Dundee to try to find the underlying cause of the issue, but with no joy.

“By this time 18 months had gone by and I was still no further forward,” he said.

“I was advised there was no way the car could be fixed under warranty and I was offered a refund of 50% of my repair costs, which I thought was completely unacceptable.

“The cost of my trips to Montrose, Perth and Dundee alone ran into hundreds of pounds,” he added.

“The whole saga was not just expensive, it was depressing.”

At the end of his tether, Colin contacted Raw Deal.

We asked Citroen to look into the issue and Colin was soon offered £950 for his troubles.

The company said: “After a comprehensive investigation we were not able to attribute the dents highlighted to a manufacturing defect.

“However, in view of the disappointment felt by the customer, and in the interest of customer satisfaction, we have agreed a gesture of goodwill with Mr Nicoll.”

Colin said he was grateful for Raw Deal’s help but has used the cash as a deposit towards a new set of wheels – this time a Volkswagen – as he had lost confidence in the C4.

“In the end I just wanted rid of that car,” he said.