Car Servicing package - miss-selling?

RoryOne

I encouraged my daughter to take out a 2yr service and MOT package with the dealer who supplied her car. She pays £15/mth for 19mths. It's handled by a 3rd party company, although seems to be a company associated with the dealer.

I took the car in while she's on holiday and, while the package did cover the basic service cost, the dealer flatly refused to include the cost of brake fluid change, which was called for in the service schedule.

My understanding was that it would cover all manufacturer required servicing, and the dealer even agreed that it does look that way, but they still refused to budge! They basically told me that if I didn't like it then don't have the brake fluid changed - as if I would skip that on my daughter's car!!

Anyway, I do want to complain about this, but I'm not sure what to base the claim on - would this be a Sale of Goods type thing (not being as described) or, becuase it's being done on monthly payments, is there some consumer credit or even FSA miss-selling breach here?

C_Ronaldo

Did she not sign anything which stated what would and not be included

BillTrac

Roryone,

how old is the car? Does the brake fluid actually need replacing?

Bill

sorry, didn't see the comment about the service requirements. Even so, how old is the car/what make?

Clive_Woody

RoryOne wrote: »

I encouraged my daughter to take out a 2yr service and MOT package with the dealer who supplied her car. She pays £15/mth for 19mths. It's handled by a 3rd party company, although seems to be a company associated with the dealer.

I took the car in while she's on holiday and, while the package did cover the basic service cost, the dealer flatly refused to include the cost of brake fluid change, which was called for in the service schedule.

My understanding was that it would cover all manufacturer required servicing, and the dealer even agreed that it does look that way, but they still refused to budge! They basically told me that if I didn't like it then don't have the brake fluid changed - as if I would skip that on my daughter's car!!

Anyway, I do want to complain about this, but I'm not sure what to base the claim on - would this be a Sale of Goods type thing (not being as described) or, becuase it's being done on monthly payments, is there some consumer credit or even FSA miss-selling breach here?

This might seem obvious, but what does it say in the terms and conditions of the agreement for the service package?

RoryOne

It's a SEAT Ibiza and the package is supposed to cover 2 yrs/2 services according to the manufacturer's schedule.

The offer is 2yrs manufacturer scheduled servicing, but the detail on the contract says 40K service in Aug 08 and 50K service in Aug 09.

Now, the car's schedule calls for brake fluid change every 2yrs, therefore that "needed" changing. I know it's debateable whether it really "needs" changing, but let's ignore that. My argument is that it should form part of the 4yr service, but the dealer says no.

Perhaps more to the point, it's always going to need changing at some point during 2yrs so any 2yr service package should include that job otherwise the car isn't being serviced according to the manufacturer's requirements.

The dealer went on and on about air conditioning service not being included, but that's not mentioned in the service schedule so is irrelevant.

I think I was most dismayed that the job actually costs the dealer next to nothing and I expected him to just say OK (we bought the car new there, and it's always been serviced there) but they just flat refused.

BillTrac

Roryone,

really a bit naughty if the manufacturer states that something needs replacing, but the dealer deal you got does not include something they must have known about.

I would kick a stink up about it

Bill

ps. don't forget you don't HAVE to have the car serviced there. Any garage can service it as long as authentic parts are used where necessary.

RoryOne

BillTrac wrote: »

Roryone,

really a bit naughty if the manufacturer states that something needs replacing, but the dealer deal you got does not include something they must have known about.

Thanks - I think I'm a reasonable person and I think it's naughty too.

My issue is on what basis do I complain - it's a monthly payment thing with a separate (but related) company to the dealer, so is it consumer credit, FSA, or Sale of Goods?

maninthestreet

Check with SEAT on whether they recommend a brake fluid change at the 40k (2 year?) service.

RoryOne

maninthestreet wrote: »

Check with SEAT on whether they recommend a brake fluid change at the 40k (2 year?) service.

It's detailed as part of the service schedule in the service book.

There's no issue about whether it's required - simply whether the package we bought should cover the cost.

MarkyMarkD

If the original contract for the service agreement says nothing more than "manufacturer's recommended services are covered for 2 years" then clearly they have no leg to stand on.

You haven't (yet) answered what the service agreement actually says, although a few people have asked. I don't believe it actually does say

The offer is 2yrs manufacturer scheduled servicing

with no small print at all. Quote us the details and then we can answer.

RoryOne

There's very little detail - I have the original leaflet, which says "2 years servicing as per manufacturer's schedule".

I also have a Service Plan Voucher. This says:
Services covered by this Service Plan: 2

Service due at (mileage) Date Due:
40,000 Aug 08
50,000 Aug 09


So, here's the difference of opinion:
The dealer says all they'll do is the basic 40K and 50K services.
I say that the manufacturer says a brake fluid change is required at 4yrs. Therefore the service in Aug 2008 (when the car is 4) should include the brake fluid change.
It's required to be done and is part of the schedule, but it's time based, rather than mileage - in the manufacturers's eyes it is mandatory.


One of the things that I think has "confused" the dealer is that 40,000 is a specific service - it's the major service on this car. But at 50,000 it drops back to a routine 10,000 mile service.

What I think they should do, is do the service that appropriate for the cars age and mileage, and at 40K and 4yrs that includes brake fluid change.