07/10/2025
The automotive repair industry is built on trust and expertise. When a vehicle is entrusted to a garage, owners expect a certain standard of care and a return of their vehicle in at least the same, if not better, condition. However, a recent deeply troubling account has come to light concerning DLG Autos, a repair service that has been accused of severe negligence, leading to catastrophic damage to a customer's vehicle. This narrative, shared by a distressed vehicle owner, paints a stark picture of alleged incompetence and a potential cover-up, raising serious questions about the practices employed by the company.
The Initial Incident and Referral
The unfortunate chain of events began with a road traffic accident (RTA) on January 18th of this year. The customer's son was driving when their car was rear-ended at the Dunblane roundabout. Responsibility for the accident was clear, and the at-fault driver's insurance company took charge of the necessary repairs. It was during this process that the vehicle was directed to DLG Autos in Glasgow. At this stage, the expectation was for a straightforward repair of the accident-related damage.
Escalating Concerns: Engine Faults and Disassembly
Following the initial bodywork repairs, DLG Autos reportedly conducted a scan of the vehicle. This scan, according to the customer, revealed a new engine/oil fault that had not been present before the accident. In response, DLG Autos allegedly decided to dismantle the engine to investigate the source of this newly discovered issue. This decision marked a significant turning point, moving beyond the scope of the original accident repairs.
The situation became more complex when DLG Autos informed the customer that they needed to send the vehicle to a Mazda dealership for a more in-depth examination of the engine problem. The car was subsequently transported to a dealership in Ayr. It was during this period that the customer received the devastating news: the engine had seized. DLG Autos then informed the customer that the exhaust cam was broken and that a complete engine strip-down was required to diagnose the underlying cause. This, they stated, would incur a cost of £1300, with the likely outcome being the recommendation for a new engine.
A Mechanic's Perspective and Growing Distrust
Alarmed by this development, the customer consulted a mechanic friend. The friend's assessment was blunt: if the exhaust cam was indeed broken, the engine was likely beyond economical repair, and the £1300 expenditure would be a significant waste of money. Adding to the customer's unease, they were also informed that insurance companies typically do not cover mechanical failures, leaving them to bear the potential costs.
By this point, trust in both DLG Autos and the Mazda dealership in Ayr had evaporated. The customer decided to arrange for the vehicle to be moved to their friend's garage in Glasgow for an independent assessment. The condition in which the car arrived at this new location was shocking. The engine was in pieces, damaged, and with some components supplied in a plastic bag. The mechanic friend's initial assessment was that the work appeared to have been carried out by an amateur, stating it looked like it had been worked on by a "school pupil." The customer strongly believes that DLG Autos, being primarily bodywork repair specialists, should never have been involved in dismantling the engine.
The Unravelling of the Situation
Despite the best efforts of the independent mechanic, the extent of the damage proved insurmountable. The car was ultimately deemed a write-off, with an estimated pre-accident value of £14,500. The customer's attempts to seek resolution directly from DLG Autos were met with resistance. When contacted, the company allegedly refused to provide a customer service email address, despite repeated requests.
Following the online posting of a negative review, DLG Autos did engage, but not in the way the customer had hoped. Instead, they reportedly submitted a "complaint" to the customer's insurance company. This action triggered an engineer from the insurance company to visit the vehicle at the independent garage for an assessment. The customer expressed significant concern about the neutrality of this assessment, having read that the insurance company might actually own DLG Autos. This potential conflict of interest is now a focal point of their investigation.
Allegations of Lies and Cover-Up
The insurance engineer's assessment provided further damning evidence. Upon speaking with the engineer, Mathew Forrest, the customer learned that DLG Autos had allegedly told him two significant falsehoods:
- Lie 1: Vehicle Condition on Arrival. DLG Autos claimed that the car was undrivable and already broken when it arrived at their facility. This is directly contradicted by the customer, who states the car was driven away from the accident scene perfectly fine, with only minor electronic components dislodged by the impact. The customer drove the vehicle from January 18th until February 10th with no mechanical issues. DLG Autos collected the car on February 19th and, according to the customer, initially reported it was driving fine after their repairs, only to later claim a scan revealed an engine issue, prompting the disassembly.
- Lie 2: Engine Disassembly. DLG Autos allegedly told the engineer that they had not touched the engine and that it was Mazda who had taken it apart. Mazda, however, has since confirmed that the engine arrived with them already dismantled and poorly reassembled, with the work being of a substandard quality and the engine significantly damaged and non-functional.
The engineer, reportedly angered by the misinformation, shares the customer's suspicion that something is "stinking to high heaven." The independent mechanic also concurs with this assessment.
Demands for Resolution
The customer's demands are clear: they want their car returned to its pre-accident condition or its full monetary value. Furthermore, they seek reimbursement for all costs incurred, including their own mechanic's bills and any other expenses related to this "appalling case of negligence and attempts to cover it up." The fact that DLG Autos continues to operate and repair vehicles for other customers is a source of significant distress and concern for the individual who has experienced this ordeal.
Understanding Your Rights and Next Steps
This incident highlights the critical importance of choosing reputable repairers and understanding your consumer rights. When a vehicle is damaged during an RTA, the at-fault party's insurer typically appoints a repairer. However, it is crucial to remain vigilant and to question any unexpected findings or charges.
Key Considerations for Vehicle Owners:
- Documentation is Key: Keep detailed records of all communication, invoices, and photographs of your vehicle.
- Independent Assessments: If you have doubts about the work being done, seek a second opinion from a trusted independent mechanic.
- Consumer Rights: Familiarise yourself with your consumer rights regarding faulty goods and services. In the UK, the Consumer Rights Act 2015 is particularly relevant.
- Insurance Involvement: Understand the relationship between your insurer and the repairer. If you suspect a conflict of interest, raise it immediately.
- Dispute Resolution: If you cannot resolve an issue directly, consider escalating the matter through official channels such as The Motor Ombudsman or Trading Standards.
Potential Red Flags to Watch For:
Based on this account, here are some potential red flags that consumers should be aware of when dealing with automotive repair services:
| Potential Red Flag | What it Might Indicate |
|---|---|
| Unexpected engine/mechanical faults discovered post-repair. | Possible pre-existing issues, or damage caused during the repair process. |
| Requests for upfront payment for complex diagnostics on seemingly unrelated issues. | Potential overcharging or unnecessary work. |
| Difficulty in obtaining clear explanations or documentation. | Lack of transparency, or an attempt to obscure the true nature of the work. |
| Recommendations for expensive repairs without clear justification or alternatives. | Potential for upselling or unqualified advice. |
| Claims that only a specific dealership can perform necessary repairs. | Could be legitimate, but also a way to inflate costs or avoid responsibility. |
Frequently Asked Questions (FAQs)
Q1: My car was damaged in an accident, and the insurer appointed a repairer. Can I choose my own mechanic?
A1: While the insurer may appoint a repairer, you generally have the right to choose your own repairer, especially if you are not using their direct credit hire or repair services. However, discuss this with your insurer upfront, as they may have preferred networks or specific procedures they follow.
Q2: What should I do if I suspect the repairer has caused further damage?
A2: Document everything. Take photographs, keep all receipts, and get an independent assessment from another mechanic. Communicate your concerns clearly and formally to the repairer and your insurance company. If unresolved, consider escalating the complaint.
Q3: My insurance company owns the repair garage. Is this a conflict of interest?
A3: It can be perceived as a conflict of interest. While insurers may have partnerships with repair networks for efficiency, it's important to ensure that your claim is handled impartially. If you have concerns, raise them with the insurer's complaints department and consider independent advice.
Q4: How long should accident repairs typically take?
A4: The timeframe can vary significantly depending on the extent of the damage and parts availability. However, unreasonable delays without proper explanation should be queried. Keep communication lines open with the repairer and insurer.
Q5: What is The Motor Ombudsman and how can it help?
A5: The Motor Ombudsman is the UK's government-backed, independent dispute resolution service for the automotive sector. If you cannot resolve a complaint directly with a business, you can refer your case to The Motor Ombudsman for free, impartial arbitration.
This case involving DLG Autos serves as a stark warning. The automotive repair industry relies on integrity and skill. When these are absent, the consequences for consumers can be devastating, leading to financial loss and immense stress. It is imperative for consumers to remain informed, assertive, and to always seek clarity and accountability when entrusting their vehicles to repair services.
If you want to read more articles similar to DLG Autos: A Case of Negligence?, you can visit the Automotive category.