VW Complaint

Danii27

Hi,
I hardly post here so hope this is the right place?
I recently bought a new Polo from VW and have had various problems with different parts of the company! I've sent a complaint email detailing all the points but not to sure what I should be asking for from them?
Cutting a long story a bit short problems were:-

Neighbours address out on the insurance docs and V5. My neighbour who I don't get on with went ballistic threatened to report me to police for fraud!

I traded in a car I had with Renault which had outstanding finance. VW took the car on 28th September. On 8th oct I made enquiries with Renault about if they had received the payment they hadn't which meant I had to pay my direct debit on 11th. Effectively meaning I've got 2 car payments this month! Renault said they'll refund but will take couple of weeks! Vw have now paid but I had to chase!

The MDI device which connects the iPod to the stereo works intermittently. Everytime I stop the car I have to unplug/plug back in to get it going again. Some days it doesn't work at all. Booked it in to VW. On the day Sod's law it worked perfectly. So VW said nothing wrong. Soon as I drive away same thing happened again. They were very condescending. Suggested that the factory fitted Bluetooth and IPhone with updated software can interfere with this system? Not sure why they would install systems in a car that aren't compatable with each other? Bizarre!

This was my first time getting a new car on a PCP/Baloon deal. I was a bit naive re mileage limits. When they asked me in passing I said around 5000 miles a year when I went away and calculated it I do more like 7000 a year. When I went to sign the papers I mentioned to them that I miscalculated - they said it didn't matter if I intend to trade in the car at the 3 year mark with them which was my intention. But having read up on this a bit Im not so sure and I'm worried they could charge me excess mileage - what options do I have? I've tried to get through to VW finance to see what it would cost me per month to increase by 2000 miles a year but cannot get through to them for love nor money!

Any help/advice much appreciated!

smitchy73

They don't charge you excess mileage if youre trading in, they only charge you the extra if you return the car and walk away, or if you intend to buy the car outright you won't find any extra charge as the car will be yours.
As for the other cars, you could ask them to check it even leaving it with them for a day or two, I've done that with intermittent faults on the once it happened with me, which caught the problem.
The difference in value for higher mileage of 6000 miles over three years will be not be that much to worry about.

harveybobbles

Why did you phone Renault? VW would have paid them. We usually send all our payments off evey other week. So you shot yourself in the foot there.

As for the other problems:

V5/Insurance at neighbours house - admin error. Simple to fix.

Intermitent radio fault - intermitent is just that, so they can't fix something that works.

Incorrect mileage - you gave them an incorrect figure.

Danii27

smitchy73 wrote: »

They don't charge you excess mileage if youre trading in, they only charge you the extra if you return the car and walk away, or if you intend to buy the car outright you won't find any extra charge as the car will be yours.
As for the other cars, you could ask them to check it even leaving it with them for a day or two, I've done that with intermittent faults on the once it happened with me, which caught the problem.
The difference in value for higher mileage of 6000 miles over three years will be not be that much to worry about.

Thanks for your response. Feel slightly less worried about the mileage thing now. Also your right about the fault they'll probably have to take the car in for a couple of days as it truly has a mind of its own and is different from one day to the next. I''ll suggest this to them

Danii27

harveybobbles wrote: »

Why did you phone Renault? VW would have paid them. We usually send all our payments off evey other week. So you shot yourself in the foot there.

As for the other problems:

V5/Insurance at neighbours house - admin error. Simple to fix.

Intermitent radio fault - intermitent is just that, so they can't fix something that works.

Incorrect mileage - you gave them an incorrect figure.

Thank you for the response

I phoned Renault because I wanted to cancel my direct debit and be confident that the account was settled. I didn't shoot myself in the foot by calling them it made NO difference they had already called for the direct debit BEFORE VW had sent them the cheque. The only way round me not making the payment would have been to cancel he direct debit say nothing and HOPE VW had paid (which they hadn't done and didn't do until I spoke to them). I personally didn't feel comfortable cancelling and relying on VW who have showed so far that they are not very good at admin!

The simple admin error as you put it was made not just once just by the insurance company but twice as the dealer registered the car to my neighbors address. Might be a simple error which I can forgive once but not twice. Especially as I did point it out to the dealer that it was incorrect on the insurance docs and they still managed to c*ck up the V5 leaving me with no parking permit!

Every day the stereo does something different to the point that I don't know how its actually supposed to work. Neither does anyone at the dealership. Pretty poor that they don't know whether its normal to have to lean over and unplug/plug in the Ipod every time I restart the car. (I suspect it isn't) I'm pretty sure in the instruction book it doesn't say - 'this will work sometimes' - Some days it will not connect at all, other days it works perfectly for part of the day. Its like having a stereo with Alzheimers - it doesn't work. And yes I have tried it with various devices.

I admit the mileage thing was technically my own fault which I am trying to fix, However as VW finance don't seem to think its necessary to answer the phone its proving impossible.

I'm surprised by VW. Salesman took great pleasure in telling me how cr*p Renault as a company are but at least they pick up the phone!

harveybobbles

As this was a new car, the dealer would have had to register the car to the address provided on the insurance to get a tax disc. Hence why the V5 went next door.

Yes you pointed out the error, but the person at the dealership who does the admin maybe didn't get told about the error - or maybe they did but there was nothing they could do unless you supplied them with the correct details.

Danii27

harveybobbles wrote: »

As this was a new car, the dealer would have had to register the car to the address provided on the insurance to get a tax disc. Hence why the V5 went next door.

Yes you pointed out the error, but the person at the dealership who does the admin maybe didn't get told about the error - or maybe they did but there was nothing they could do unless you supplied them with the correct details.

I suppose that does make sense but they did have the correct details and if they knew this had to happen because of the insurance error they could have warned me. Would have been nicer than my shouty neighbour ranting at me. Especially as I told her after the insurance docs turned up that I had informed them of the error. The V5 turned up a week and a half later so she quite rightly was annoyed as it looked like either up to something or being lax in getting it sorted. I've emailed them regarding everything as I can't seem to get through to anyone on the phone so lets see where I get. I don't want much an apology and a working stereo would be more than sufficient!