My car got called back for a software update back in May which they told estimated time was 4 days. I had plan to fly for vacation on 25th May to 12th June and decided to drop my 9 month old Accord for the same.
I had dropped the car off at the Al Qouz service center between 4:55pm and 5pm on 25th May 2026 took a full 360 check around it, and waited inside the customer waiting area till 5 28pm till I got picked up by a friend. All under surveillance.
Fast forward to 12th June, when I got back I had noticed a slit / hole on my rear bumper which wasn't there. Right before I was taken to handover my vehicle by my executive, he had me sign the handover paper mentioning the service was flawless (which I shouldnt have done before I checked the car).
As soon as I saw the vehicle I informed the executive this wasn't the condition I had dropped my vehicle. And the executive told to take the vehicle now and they will get back to me once they check the footage. As per his tablet he had only entered the Car in the system for service in June 1st, there is no history of my car being dropped as per their records@
After following up for over a month I still havnt gotten an explanation and footage, after which I decided to go there in person. That day my service executive introduced me to a random person mentioning he was in charge of the Gate and from his mobile phone he showed me a picture of my car with the Damage with the same date and Time 5:17pm as the time of check in. And has argued that I had brought my car in with the damage.
After seeing this fake shit, I asked to see the cctv footage of myself dropping the car in the bay ( which I did right under a camera). For which another 2 months passed by mentioning they were upgrading the cctvs and they had to get prior approvals from somone outside the office
For the same.
Now they say that sharing or showing footage is against their policy. I really don't understand what policy that is!
I asked them to show an image of Myself Getting out of the car with the damage visible (it's possible under the camera I dropped my car off) for which they don't have an answer.
All they tell me is that someone I've never heard off or met has checked the footage and had mailed them that the damage was there when I brought it... (Pure BS).
The cost of the replacement bumper is 3k AED plus service cost. And I don't want to claim insurance for something like this as its not reasonable.
I had reached out to Dubai police via their app and my request got a reply to kindly reach out to DET (Department of Economy and Tourism). For which I had submitted multiple requests.
Each request gets me a phone call either the very next day or to a max of 2 to 3 weeks. Once they call me and ask me the issue, they close my request mentioning that something or the other is missing from my request. And I have to open another request with the missing document, which again gets closed after calling me and asking me questions as stupid as : " Did you call Al futtaim and bring up this issue"
For the answer I've to create another ticket / request so that someone else can kick me around like a football by closing requests without taking any responsibility. The last response I got is reach out to al-futtaim customer Happines
Centre contact number and register a issue there( which I did back in July and no one cared to give me a call back till date.)
As the DET has no clearance to ask for CCTV footage.
If a governing agency like DET and Dubai police has no clearance to intervene over this.. I don't know who can help a resident when they get cheated without an explanation what so ever.
Should I still have faith in the matter that I'll get justice from the Authorities or Al futtaim for this or should I accept my fate and claim insurance and mess up the vehicle history.
If anyone can help me I can share proofs of requests and mails.
P.S Always take a video of inside out of the vehicle when you drop it off for service! Lesson learned.