Vw

MargaretM10

My son bought a new VW last January, part of the "sales pitch" was to offer two years free servicing, 12 months later and having now had the first service VW have rung him and told him the sales person made a mistake offering the free servicing and he will have to pay for it. They are hounding him with phone calls demanding £190 for the service!!

Has anyone else had this or similar problems with VW??

Strider590

You need some written proof of that servicing offer.......

Could be the sales guy was a slimeball (aren't they all?), had another job lined up and wanted to "sell at all costs" to get a nice leaving sales commission.

If you've no proof, then your fighting a losing battle.

MargaretM10

We have it in writing, also when the first service was due this year VW confirmed that the service would be free of charge when it was booked in for the work, they did the service, THEN rang to say they had made a mistake and asked for £190.........outrageous after sales service! :mad: :mad:

verityboo

Have they said why you are now not eligable for the free service? The offer would normally have qualifying conditions, did you qualify? If you have it in writing I would tell them to get lost and see see you in court?

Carian

What's probably happened is that the salesman or business manager didn't register the free servicing offer with VW finance who underwrite the scheme so when the service dept put in a claim VW finance refused it. Used to work for a Thames valley/Berkshire based VW group and it was this problem all the time and rather than sorting it out they would try and get the customer to pay. Best advice is to avoid these plans if you are offered one you have to pay up front for as you will end up paying more or they will use overinflated normal prices to make it look like you are making a saving.

Jamie1981

I would write a letter to the dealership stating that:

1. You have it in writing that you had the first 2 services free as part of the sale agreement.

2. They have serviced the car and allowed it to leave the workshop. If it was sold by mistake by the salesman, why did they not demand payment before releasing the vehicle?

3. If the salesman made a mistake initially, ask them how comes the dealership manager allows his/her staff to offer this deals when not valid and did not pick on this sooner?

4. The vehicle would have been booked in for the service. Surely the dealer would have been told by your son he had the free servicing as part of the sales agreement. Ask why the dealer did not confirm that your son was entitled to this before carrying out servicing? (If someone walked in to a shop I owned with a money off voucher etc, I would want to see it and verify!!!!!)

5. That you expect them top honour the second free service, which you have in writng when the time is due.

worried_jim

Tell them to bog off. simples.

neilmcl

Jamie1981 wrote: »

I would write a letter to the dealership stating that:

As well as VW Customer Services.

missile

MargaretM10 wrote: »

We have it in writing, also when the first service was due this year VW confirmed that the service would be free of charge when it was booked in for the work, they did the service, THEN rang to say they had made a mistake and asked for £190.........outrageous after sales service! :mad: :mad:

Do not mess about discussing this with the minions. WRITE to the General Manger at the dealership and complain. Tell them it was their mistake and you require written confirmation that they will honour the two year free service deal.

VWAudi group take customer complaints seriously. I always get a call from Audi asking whether I was satisfied with the service.

smitchy73

I agree with missile go to the top and give them names of who have made the demands from you, as you have it in writing they have no comeback at all as far as I'm concerned, I would also copy VW Customer services in Milton Keynes as well, and put in photocopies of your documents as well.
Something similar happened to me when I bought my VW Golf, there was no documents for the service plan, it was just on 'their' system plus I had paid for it when I ordered the car, then when my car was delivered, it came with the free service pack as part of the VW Solutions package, so I wanted my £250 back and they didn't want to part with it, they wanted to just use it as more of a deposit, but when I had already given them a £7500 deposit, there was no chance I was letting them keep more cash, so I had to speak to a manager too.
Hope this helps.

cb1979

When the car went in someone must have checked on their system to give it the free service
How did they then discover it was not covered and start demanding payment of £190 after they had let your son have the car back

I would send them a letter stating you have contacted VW head office and to stop phoning your son and all future contact will be by letter only