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  • FIRST POST
    • liveo
    • By liveo 3rd Jan 18, 6:22 PM
    • 24Posts
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    liveo
    Car dealer sold me a service plan but now 3 weeks later says its not applicable
    • #1
    • 3rd Jan 18, 6:22 PM
    Car dealer sold me a service plan but now 3 weeks later says its not applicable 3rd Jan 18 at 6:22 PM
    Hi all,
    I took my car in for a service about 3 weeks ago as it needed a major service (approx £375 list price). I remember back in 2016 before the previous service, the assistant at one of their sister branches tried to sell me a service plan for £360 which covers 1 minor and 1 major service so effectively you get a minor service free plus save about £15 so very good value, I asked him specifically if it covered my car being an "S" model and he said yes. I decided not to take it up at the time as it only needed a minor which cost about £175 and I was planning to sell the car very shortly after but have now decided to keep it for the foreseeable future.
    When I phoned up Audi to book my car in for the latest service in December (2017), I asked to have the service plan for £360, brake fluid change, automatic gear box oil change, 4-Wheel drive oil change, MOT etc which all come to about £780! She said no problem and booked it in for the 14th December.
    I collected the car about 3 days after the work was done as I had a busy week at work and couldn't collect it as soon as it was ready. When I went to collect the car the guy ran through all the work that had been done on the invoice with me and said my service plan had been set up successfully and it is clearly down on the invoice as "Segment 2 Service Plan Sold, 1 x major service (carried out 14/12/17), 1 x minor remaining". He took my £780 and said thank you and goodbye. This afternoon I got an unexpected telephone call from the pleasant lady assistant at the Audi dealer informing me that unfortunately they have come to set up the service plan with Audi Finance (who administer the service plan) and her service manager has found out that my model (an S model) is not covered by the plan and therefore even though I have paid for the plan, it is on my invoice and they told me when I collected the car that it had been set up successfully, she said this item on the invoice is now null and void and as a goodwill gesture they wont charge me the £15 difference between the list price of the major service (£375) and the service plan which cost me £360! Thanks!
    My understanding is that they have entered into a legally binding contract with me because it is on my invoice and I have paid for it and it is their mistake that they did not know that my model was not covered by the plan before taking my money? Even with the legal aspect aside, surely they should just agree to carry out my next minor service for free as a goodwill gesture for their mistake, especially considering I have just spent £780 for all the service items to be carried out by them. Had I have known the service plan wasn't applicable, I would have visited my local independent dealer who would have used the same quality Audi parts but for a considerably cheaper price. Could anyone advise where I stand legally?
    Thanks.
    Last edited by liveo; 03-01-2018 at 6:27 PM.
Page 1
    • unholyangel
    • By unholyangel 3rd Jan 18, 7:10 PM
    • 11,725 Posts
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    unholyangel
    • #2
    • 3rd Jan 18, 7:10 PM
    • #2
    • 3rd Jan 18, 7:10 PM
    So what did she say when you said to her that it was unfortunate their third party company wasn't willing to accept your model of car but - as an agreement has been formed - that was entirely their concern?

    Was the plan marketed/advertised as "subject to acceptance"?
    Money doesn't solve poverty.....it creates it.
    • liveo
    • By liveo 3rd Jan 18, 10:30 PM
    • 24 Posts
    • 2 Thanks
    liveo
    • #3
    • 3rd Jan 18, 10:30 PM
    • #3
    • 3rd Jan 18, 10:30 PM
    I was in a meeting when she called but I said once I'm out of my meeting I will call her back, to discuss. I called back an hour later and receptionist said they are busy but will call me back. They didn't call back.
    • boo_star
    • By boo_star 3rd Jan 18, 10:43 PM
    • 1,357 Posts
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    boo_star
    • #4
    • 3rd Jan 18, 10:43 PM
    • #4
    • 3rd Jan 18, 10:43 PM
    I was in a meeting when she called but I said once I'm out of my meeting I will call her back, to discuss. I called back an hour later and receptionist said they are busy but will call me back. They didn't call back.
    Originally posted by liveo
    Perhaps call them back tomorrow?
    • liveo
    • By liveo 3rd Jan 18, 10:55 PM
    • 24 Posts
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    liveo
    • #5
    • 3rd Jan 18, 10:55 PM
    • #5
    • 3rd Jan 18, 10:55 PM
    Yes definitely going to call her again tomorrow
    • stuartJo1989
    • By stuartJo1989 3rd Jan 18, 11:16 PM
    • 382 Posts
    • 369 Thanks
    stuartJo1989
    • #6
    • 3rd Jan 18, 11:16 PM
    • #6
    • 3rd Jan 18, 11:16 PM
    Just trying to get my head around this.... Did you pay for 1x major and then a policy covering a further 1x major + 1x minor?

    If so then I'd say that you are entitled to:

    - A full refund of the policy

    - The price difference between the cost of 1x major in this garage VS one you would have chosen had you not been enticed in by this special offer. (wonder if that is close to the £15 GOGW?)

    Apologies if I've missed the mark completely, but the bottom line is that you'll need to figure out what losses you have incurred due to a contract breach/negligence on their part and then take them to small claims court.
    • giraffe69
    • By giraffe69 3rd Jan 18, 11:36 PM
    • 2,245 Posts
    • 1,964 Thanks
    giraffe69
    • #7
    • 3rd Jan 18, 11:36 PM
    • #7
    • 3rd Jan 18, 11:36 PM
    When I bought my current car I also bought a service plan. It turned out the salesman had sold me something he should not have. The dealership honoured the deal.
    • visidigi
    • By visidigi 4th Jan 18, 7:40 AM
    • 5,665 Posts
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    visidigi
    • #8
    • 4th Jan 18, 7:40 AM
    • #8
    • 4th Jan 18, 7:40 AM
    The one thing that strikes me is an 'S' owner would know full well this doesn't cover the expensive servicing of an 'S'. And you did too by specifically asking well before taking up the offer.

    The question therefore becomes did you know it wasn't covered but because you asked and the sales person didn't quibble you went ahead or did you really have no idea (your original post doesn't lead me to believe you had no idea...).

    Its clearly called out on the audi site.
    https://www.audi.co.uk/owners-area/audi-insurance-warranties-and-service-plans/audi-service-plans/audi-service-plans-existing-vehicles.html
    • liveo
    • By liveo 4th Jan 18, 1:50 PM
    • 24 Posts
    • 2 Thanks
    liveo
    • #9
    • 4th Jan 18, 1:50 PM
    • #9
    • 4th Jan 18, 1:50 PM
    Just trying to get my head around this.... Did you pay for 1x major and then a policy covering a further 1x major + 1x minor?

    If so then I'd say that you are entitled to:

    - A full refund of the policy

    - The price difference between the cost of 1x major in this garage VS one you would have chosen had you not been enticed in by this special offer. (wonder if that is close to the £15 GOGW?)

    Apologies if I've missed the mark completely, but the bottom line is that you'll need to figure out what losses you have incurred due to a contract breach/negligence on their part and then take them to small claims court.
    Originally posted by stuartJo1989


    I paid for a service plan in December covering 1 x major which was carried out on the 14th December and there should be 1 x minor to be carried out within the next 18 months when the car decides it needs a service (the service interval is automatically calculated based upon your driving style and type of journeys etc). The only losses I would have suffered is not having a minor service carried out for free next time as part of the service plan I have purchased with is circa £175
    • liveo
    • By liveo 4th Jan 18, 1:54 PM
    • 24 Posts
    • 2 Thanks
    liveo
    When I bought my current car I also bought a service plan. It turned out the salesman had sold me something he should not have. The dealership honoured the deal.
    Originally posted by giraffe69
    This is what I would have expected considering I have taken my car to them for the past 4 years to be serviced, I have just paid £750 for the last service (which includes the price of the service plan) and I was just about to pay them another £695 for a cam belt and water pump change in a few weeks time. The cost price to them for a minor service (which is basically just and oil & filter change is probably less than £50 based upon labour rates and the consumables involved.
    • liveo
    • By liveo 4th Jan 18, 2:14 PM
    • 24 Posts
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    liveo
    The one thing that strikes me is an 'S' owner would know full well this doesn't cover the expensive servicing of an 'S'. And you did too by specifically asking well before taking up the offer.

    The question therefore becomes did you know it wasn't covered but because you asked and the sales person didn't quibble you went ahead or did you really have no idea (your original post doesn't lead me to believe you had no idea...).

    Its clearly called out on the audi site.
    https://www.audi.co.uk/owners-area/audi-insurance-warranties-and-service-plans/audi-service-plans/audi-service-plans-existing-vehicles.html
    Originally posted by visidigi


    You are quite right and it does say that "S" models are not covered in the link you have provided, I have not seen that page or the small print before). The prices they have charged in the past have been the ones for normal models, not the more expensive ones for the likes of "S" and "RS" models etc. I have questioned them in the past over whether I have to pay the more expensive "S" model prices and they have said verbally that the prices they will charge me are the ones that they charge for normal vehicles. Unfortunately this was verbal and not in writing. They have honoured this at the sister branch several times and that is why he offered me the service plan I'm guessing.
    I didn't know my vehicle wasn't "officially" covered before I asked the sales person for it this time as I had been told by one of her colleagues previously (albeit a different branch of the same franchise) that my vehicle is included which is why he offered it to me.
    The assistant at this branch that sold me the service plan this time should have sufficient training and knowledge of their rules, procedures and product offering to be able to tell me long before 3 weeks after I have paid for the product and me being told several times that it wasn't a problem and it had been successfully been set up. They have effectively lied to me as well. They are now ignoring my telephone calls as well. All in all very poor customer service.
    • m0bov
    • By m0bov 4th Jan 18, 3:28 PM
    • 1,178 Posts
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    m0bov
    Might be worth calling up the dealer principle or visit the showroom in person to complain. They will keep fobbing you off, but if they know you are on your way, they will normally see you.
    • visidigi
    • By visidigi 4th Jan 18, 3:59 PM
    • 5,665 Posts
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    visidigi
    This is what I would have expected considering I have taken my car to them for the past 4 years to be serviced, I have just paid £750 for the last service (which includes the price of the service plan) and I was just about to pay them another £695 for a cam belt and water pump change in a few weeks time. The cost price to them for a minor service (which is basically just and oil & filter change is probably less than £50 based upon labour rates and the consumables involved.
    Originally posted by liveo
    Hold up..

    Had I have known the service plan wasn't applicable, I would have visited my local independent dealer who would have used the same quality Audi parts but for a considerably cheaper price.
    Originally posted by liveo
    Why would you have said the service plan would have changed who you had it serviced by if you were going to take it back for further work anyway?!?

    Then you reveal you have taken this car to them for the past 4 years.... owning an S and the costs involved are clearly not new to you.

    Then when you use the fixed price servicing option on Audi's website to check the cost and you realize the discrepancy between normal and S service pricing it becomes a bit more obvious that all is not what it seems.

    To give you an example

    s4 saloon - 12 plate
    £215 basic service
    £475 major service
    £225 trans oil change
    £84 Brake Fluid change

    s3 - 63 plate
    £187 basic service
    £375 major service
    £225 trans oil change
    £65 brake fluid change

    a4 - 64 plate - 2.0 tdi
    £167 basic service
    £329 major service
    £225 trans oil change
    £65 brake fluid change

    Something really doesn't add up - I personally think given how long you have owned the car and the costs you have had up to this point you clearly knew the service pack didn't apply to you (as it wasn't just one conversation you had with one dealer, it was multiple over a period of time) coupled with the fact you are now trying to leverage them to provide - you have an enthusiast model for a reason, playing the innocent card when it suits isn't very fair...

    As per the terms of the deal though Audi do have a 'can be withdrawn at any time' etc and given your service hasn't gone through the pack the likelihood is they will cancel the agreement and return your money - returning you to the same point you were prior to the agreement - which would be in line with the law as far I as I can interpret.

    You are quite right and it does say that "S" models are not covered in the link you have provided, I have not seen that page or the small print before). The prices they have charged in the past have been the ones for normal models, not the more expensive ones for the likes of "S" and "RS" models etc. I have questioned them in the past over whether I have to pay the more expensive "S" model prices and they have said verbally that the prices they will charge me are the ones that they charge for normal vehicles. Unfortunately this was verbal and not in writing. They have honoured this at the sister branch several times and that is why he offered me the service plan I'm guessing.
    I didn't know my vehicle wasn't "officially" covered before I asked the sales person for it this time as I had been told by one of her colleagues previously (albeit a different branch of the same franchise) that my vehicle is included which is why he offered it to me.
    The assistant at this branch that sold me the service plan this time should have sufficient training and knowledge of their rules, procedures and product offering to be able to tell me long before 3 weeks after I have paid for the product and me being told several times that it wasn't a problem and it had been successfully been set up. They have effectively lied to me as well. They are now ignoring my telephone calls as well. All in all very poor customer service.
    Originally posted by liveo

    The poor customer service is something I would take up with Audi UK.
    • liveo
    • By liveo 4th Jan 18, 6:17 PM
    • 24 Posts
    • 2 Thanks
    liveo
    Hold up..



    Why would you have said the service plan would have changed who you had it serviced by if you were going to take it back for further work anyway?!?

    Then you reveal you have taken this car to them for the past 4 years.... owning an S and the costs involved are clearly not new to you.

    Then when you use the fixed price servicing option on Audi's website to check the cost and you realize the discrepancy between normal and S service pricing it becomes a bit more obvious that all is not what it seems.

    To give you an example

    s4 saloon - 12 plate
    £215 basic service
    £475 major service
    £225 trans oil change
    £84 Brake Fluid change

    s3 - 63 plate
    £187 basic service
    £375 major service
    £225 trans oil change
    £65 brake fluid change

    a4 - 64 plate - 2.0 tdi
    £167 basic service
    £329 major service
    £225 trans oil change
    £65 brake fluid change

    Something really doesn't add up - I personally think given how long you have owned the car and the costs you have had up to this point you clearly knew the service pack didn't apply to you (as it wasn't just one conversation you had with one dealer, it was multiple over a period of time) coupled with the fact you are now trying to leverage them to provide - you have an enthusiast model for a reason, playing the innocent card when it suits isn't very fair...

    As per the terms of the deal though Audi do have a 'can be withdrawn at any time' etc and given your service hasn't gone through the pack the likelihood is they will cancel the agreement and return your money - returning you to the same point you were prior to the agreement - which would be in line with the law as far I as I can interpret.




    The poor customer service is something I would take up with Audi UK.
    Originally posted by visidigi

    Correct, I have taken my car to them for the past 4 years which only equates to 3 occasions as my car has only needed a service approximately every 18 months, looking back through the paperwork the basic timeline is:


    June 2013: Car purchased (1st service within next 2 years included free of charge by a service plan taken out for me by the supplying dealer as part of the deal)


    November 2014: 1st Service carried out (Major - Free of charge as covered by the service plan detailed above).


    May 2016: 2nd Service carried out (Minor - Cost: £159, not £175 as I originally thought) which is the price of a normal car, not an inflated "S" model price. Looking at your comparison above it was cheaper than a normal A4 to be serviced! This is when I was offered a service plan for £360 but I declined the offer as I was planning to sell the car.


    December 2017: 3rd service (Major): This is when I requested the service plan which was duly sold to be with no issues at the time but now they have gone back on the sale of the plan 3 weeks after it was sold to me!


    Between the purchase in June 2013 and December 2017, I have only had to replace the brake fluid once which cost the same as a normal car (£65) and 1 set of tyres. No brakes or other servicing costs due to my driving style so now you are aware of the few actual costs involved I'm sure you will agree that I have had little exposure to inflated costs for the "S" model.
    I only had the conversation once with the dealer in May 2016 about a service pack and it wouldn't have been available to me until the car became 3 years old which was in 2016.


    Had I have known it was going to be £360 just for the December service alone (no minor service included up to 18 months after), then I would have phoned around to have all of the items carried out in the December 2017 service and the Cam belt, Water Pump & Pollen Filter all done at the same time and I would have negotiated a price, not pay Audi's fixed prices for the service items which I did because I thought I was getting a major and minor service for £360.
    Hope this makes sense?
    Last edited by liveo; 04-01-2018 at 8:17 PM.
    • liveo
    • By liveo 4th Jan 18, 6:20 PM
    • 24 Posts
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    liveo
    Might be worth calling up the dealer principle or visit the showroom in person to complain. They will keep fobbing you off, but if they know you are on your way, they will normally see you.
    Originally posted by m0bov

    I am just going to write a letter/email of complaint, I'm not going to start legal action or anything for loosing out on a minor service but I want them to know I'm not happy with the way they have dealt with the matter.
    • stuartJo1989
    • By stuartJo1989 4th Jan 18, 11:08 PM
    • 382 Posts
    • 369 Thanks
    stuartJo1989
    Correct, I have taken my car to them for the past 4 years which only equates to 3 occasions as my car has only needed a service approximately every 18 months, looking back through the paperwork the basic timeline is:

    Had I have known it was going to be £360 just for the December service alone (no minor service included up to 18 months after), then I would have phoned around to have all of the items carried out in the December 2017 service and the Cam belt, Water Pump & Pollen Filter all done at the same time and I would have negotiated a price, not pay Audi's fixed prices for the service items which I did because I thought I was getting a major and minor service for £360.
    Hope this makes sense?
    Originally posted by liveo
    Just as a side point but you say that you went to them on 3 occasions previously, but only now took out the plan...

    Now you are arguing that you would have "phoned around" had you not been enticed by this offer. You said in your earlier post that "Had I have known the service plan wasn't applicable, I would have visited my local independent dealer".

    May I enquire as to why you didn't "phone around" or "visit your local independent dealer" on the three occasions previously?

    Bit of a red flag, and I would query whether:

    - The local dealers are actually cheaper or not
    - you are only bringing this point up to strengthen your argument and that you actually had little intention to phone around other garages

    I only mention this as it sort of hinders your case if you were going to seek compensation.
    Last edited by stuartJo1989; 04-01-2018 at 11:11 PM.
    • liveo
    • By liveo 5th Jan 18, 8:43 AM
    • 24 Posts
    • 2 Thanks
    liveo
    Just as a side point but you say that you went to them on 3 occasions previously, but only now took out the plan...

    Now you are arguing that you would have "phoned around" had you not been enticed by this offer. You said in your earlier post that "Had I have known the service plan wasn't applicable, I would have visited my local independent dealer".

    May I enquire as to why you didn't "phone around" or "visit your local independent dealer" on the three occasions previously?

    Bit of a red flag, and I would query whether:

    - The local dealers are actually cheaper or not
    - you are only bringing this point up to strengthen your argument and that you actually had little intention to phone around other garages

    I only mention this as it sort of hinders your case if you were going to seek compensation.
    Originally posted by stuartJo1989
    No I went to them on 2 occasions previously before the latest service where the issues have arisen:
    1. November 2014 (free of charge)
    2. May 2016 (£159)

    I would have been crazy to use an independent garage considering I was entitled to my 1st service for free courtesy of the Audi finance plan. I phoned around for the 2nd service costs including the independent dealers and they were roughly the same price as Audi so I just used Audi as they have access to vehicle software updates and manufacture recalls etc.

    The service plan is not available to vehicles less than 3 years old so wouldn't have been offered to me until 2016 which is when the car reached 3 years old. When I got the car serviced in May 2016 the plan was offered to me by the sister branch but I never took them up on it. I requested it on the immediately following service which was December 2017. It was sold to me without quibble but 3 weeks after they have gone back on it.
    Last edited by liveo; 05-01-2018 at 8:45 AM.
    • liveo
    • By liveo 5th Jan 18, 5:32 PM
    • 24 Posts
    • 2 Thanks
    liveo
    Just as an update, I have been looking at the franchise owners website (Barons Group) who owns the Audi branches in question and there I found a version of the Audi service plan page on that website that doesn't exclude "S" models, only other performance models. I finally managed to get through to the manager of the troublesome dealership and referred him this version of their website and he says its an old page and he still can't honour it. Surely if its on their website and it doesn't exclude the "S" model I have they have to honour it?
    I have a 2.0TTS


    https://www.baronsgroup.co.uk/audi/service-plan-offer


    He says he is going to get their IT department to update the web page and he is standing firm saying he cant do it and he's not prepared to honour the 1 x minor service i'm entitled to as it will eat into their profit margin!
    • arcon5
    • By arcon5 5th Jan 18, 8:01 PM
    • 13,286 Posts
    • 8,416 Thanks
    arcon5
    I'd go in a start talking very loudly about the mis selling.

    Doesn't matter what was on the website or what wasn't in this case. You checked before purchasing, they sold you it still.
    They've entered in to a contract. I'd be wanting a significant portion refunded to reflect the fact you have to pay for a minor service next year or them to honour it.

    Don't just let them bend you over. They are not doing you a favor by letting you off the poultry 15 quid.
    • arcon5
    • By arcon5 5th Jan 18, 8:04 PM
    • 13,286 Posts
    • 8,416 Thanks
    arcon5
    The one thing that strikes me is an 'S' owner would know full well this doesn't cover the expensive servicing of an 'S'. And you did too by specifically asking well before taking up the offer.

    The question therefore becomes did you know it wasn't covered but because you asked and the sales person didn't quibble you went ahead or did you really have no idea (your original post doesn't lead me to believe you had no idea...).

    Its clearly called out on the audi site.
    https://www.audi.co.uk/owners-area/audi-insurance-warranties-and-service-plans/audi-service-plans/audi-service-plans-existing-vehicles.html
    Originally posted by visidigi
    Who cares. Op sought clarity on whether he qualifies. They had opportunity to look in to it and decided he was able to purchase the service. All that is irrelevant. They entered in to a contract.
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