Free car servicing not being honoured

Aylesbury_Duck

The only way forward, if you're sure you have all the facts and that you're entitled to a refund, is to issue a LBA and threaten small claims action. No one can tell you what the outcome will be and in a financial sense, does it matter that much? If you lose, you're only £25-35 down (plus the cost of postage). If you win, you'll get your refund. So limited downside and good upside. If you're selling the car, not replacing it with another Dacia, presumably an ongoing relationship with the dealer isn't a concern.

AdrianC

arrond wrote: »

As I replied to you at the start of this thread, it wasn't a "service plan". A service plan is a credit agreement that you pay monthly that covers your servicing (for a minimum of 3 years in the case of Dacia). This was just an incentive that was offered for a short period of time on the specific model of car I purchased, whereby you would receive the first two annual services for free. It came with no documentation at all.

The very fact that the dealer are pointing you to DaciaUK says it IS a plan provided by DaciaUK. It may not be the same as is currently advertised on their website, but that makes no difference. Nor is how it's paid.

If it was simply an incentive thrown in by the dealer as a sales sweetener, it wouldn't be any business of DaciaUK.

arrond

The very fact that the dealer are pointing you to DaciaUK says it IS a plan provided by DaciaUK. It may not be the same as is currently advertised on their website, but that makes no difference. Nor is how it's paid.

If it was simply an incentive thrown in by the dealer as a sales sweetener, it wouldn't be any business of DaciaUK.

It was an incentive offered by Dacia. This is why the dealer provides the free service and then THEY reclaim the cost from Dacia. It is in no way a 'plan'. Dacia have always offered service plans that start at 3 years of servicing. This was simply an incentive to sell more cars.

arrond

The only way forward, if you're sure you have all the facts and that you're entitled to a refund, is to issue a LBA and threaten small claims action. No one can tell you what the outcome will be and in a financial sense, does it matter that much? If you lose, you're only £25-35 down (plus the cost of postage). If you win, you'll get your refund. So limited downside and good upside. If you're selling the car, not replacing it with another Dacia, presumably an ongoing relationship with the dealer isn't a concern.

Thank you. I wouldn't take it to small claims, as I have a good relationship with the dealer, but thanks for the advice.

Nebulous2

Dacia systems don't seem to deal with their offers very well. I bought a 3 year / 30,000 mile plan then my work mileage increased dramatically. They kept insisting the third service at 37,000 miles should be free, while I insisted on paying for it. Then they quoted £180 and tried to charge about £350. ( Third service is considerably more expensive, on petrols anyway)

Your issue is with the dealer. They hadn't loaded it on their system, they hadn't claimed from Dacia on-time, but most importantly, you bought it from, and your contract is with them. They should refund you because you paid them and whether they can or cannot claim back from Dacia isn't your concern.

born_again

How did they get the details to take the payment?

Why did it take you a year to realise?

Jumblebumble

Nebulous2 wrote: »

Dacia systems don't seem to deal with their offers very well. I bought a 3 year / 30,000 mile plan then my work mileage increased dramatically. They kept insisting the third service at 37,000 miles should be free, while I insisted on paying for it. Then they quoted £180 and tried to charge about £350. ( Third service is considerably more expensive, on petrols anyway)

Your issue is with the dealer. They hadn't loaded it on their system, they hadn't claimed from Dacia on-time, but most importantly, you bought it from, and your contract is with them. They should refund you because you paid them and whether they can or cannot claim back from Dacia isn't your concern.

Also I would fully expect a competent service advisor who booked in the service to know about this offer.
I just don't believe the garage who must be servicing many cars a day would not be aware of the offer.

An idiot salesman at a main dealer did this to me by selling me a 3 year service plan on a 2 year PCP
I had just had some bad news and was not concentrating and did not realise until they emailed
me to offer the first year service at 1/3 the cost of the plan.
I got the money back pretty easily by saying I would be complaining to Citroen

ToxicWomble

If you knew (thought) you were getting the first two services free why on earth and how on earth did you end up paying for the first one ?

If it isn’t in writing anywhere about two free services, you probably are on a hiding to nothing.

MysteryMe

arrond wrote: »

There isn't any documentation regarding the free servicing. I know that for a fact. I am 99% certain on the sales invoice it simply mentions "including two years servicing" or words to that effect.

If the invoice contains that wording then dig it out and either request the dealer refunds or perhaps negotiate that the next service is reduced. In an ideal world you would have spoken up at the time but at the end of the day they are in the wrong, because you were entitled to a free service and they charged you.

If you need advice going forward I would recommend speaking to the citizens advice consumer service 03454 04 05 06 .

arrond

Dacia agreed to provide me with a 'voucher' for the next service (up to £100). I can redeem this at any dealer within the next 12 months.