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Trouble with Service Plan - Renault Retail Group

Hello

Ok so I would love some advice on if there is anything I can do regarding the situation I am in with Renault...

I signed up to a service plan with them, sent them all the scanned direct debit forms via email which they confirmed and said they would set up and I would not need to do anything else - this was in January 2014.

In mid March I had some trouble with my card and upon checking my direct debits, noticed that I hadn't had any direct debits taken out, so I emailed the person who set up my direct debit for the service plan. He replied in April apologising for the late response, explaining that he couldn't access the system but would get me a response as soon as possible.

To be honest, I forgot about it for a couple of months. I did not receive a response from Renault regarding this and no direct debits were taken. Fast forward to the end of July and it pops up in my mind again, so I ring Renault and get told the person had left but someone else would sort it out and phone me back a few days later but worse case scenario is I would have to pay the difference up to now for months missed then continue payments moving forward - which sounded fair.

A few weeks later, having received no response again I phone them again. After being passed from pillar to post and told my service plan didn't exist, I managed to speak to the person who actually initially set up the service plan (apparently he didn't leave!)

He told me he would look into it and phone me back. 2 hours later I phoned up to chase and he said he'd just found the file as it had been archived and hadn't yet looked into it. After a few more hours I phoned again to chase and was told that for whatever reason it hadn't actually been set up at all and because of the time that had passed unless I pay the plan in full they won't be able to set it up. I even said I'd pay for the months since January but they said they couldn't do part payment then monthly installments.

I am so frustrated that I have chased this and yet it has taken this long for me to actually get some sort of answer. You would think he would have sorted this in April or even January when he said he would!! And I dread to even think what happened to my direct debit details sent to them for setting this up. I am now coming up to be due my service and don't know how I am going to afford to pay for this.

I have requested the manager's telephone number to which they questioned why, I explained I was unhappy with the service I'd received as the plan hadn't been set up (so where had my application with my bank details gone!?) and I was the one who had to keep chasing them and they still didn't sort it out.

Do I have a leg to stand on or are they just gonna say tough luck and send me on my way? :(

Sorry for the massive post!!

Thank you

Comments

  • bigjl
    bigjl Posts: 6,457 Forumite
    Not sure what you expect?

    Do you want financial compensation?

    If they haven't taken any direct debits then i don't believe you have been overly disadvantaged from a financial standpoint.

    The only advantage with these monthly paid service plans that i can see is they allow easier monthly budgeting and may possibly result in a small discount on the service costs due to paying in advance.

    You could always try to ask for money off your next service.

    To be honest i have always thought some of the staff up at the Gallows Corner showroom are not the sharpest knife in the drawer.
  • sophiebj2
    sophiebj2 Posts: 13 Forumite
    I just want them to set the plan back up really! I contacted my Renault dealer and they said the service for this year would be £300 but my service plan for 3 years (3 services) was £10 per month which is quite a big difference!

    I sort of hoped that because they've made the mistake they would, as a one off, allow the part payment to get the service plan back on track.
  • worried_jim
    worried_jim Posts: 11,631 Forumite
    10,000 Posts Combo Breaker
    edited 27 August 2014 at 7:19AM
    0844 335 0000
    Renault, Customer service. Give them a call.

    Please write to:

    Renault UK,
    Rivers Office Park,
    Denham Way,
    Rickmansworth, Herts,
    WD3 9YS
  • facade
    facade Posts: 7,371 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Do have a word with the Manager and see what can be done, but otherwise the easiest would be to pay the £360 for the service plan, and get your 3 services done, if each one is £300, that would cost £900, so if you put the £360 on a credit card, and only pay off the £80 you can afford this month, then repay at £10 a month you will still be saving.
    I want to go back to The Olden Days, when every single thing that I can think of was better.....

    (except air quality and Medical Science ;))
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