Mis sold Audi Service plan

holkw

Hello.

 

I took out a PCP agreement on an Audi Q2 in March 2022, and received the car end of May 2022. 

In initial conversations, I had been told that I would get 2 free services with my PCP agreement. After driving away the car on 30th May 2023, the dealership sent me an email following up and offering me a service plan @ £11 per month for 2 services. I questioned this as I was under the impression I had 2 free services. The dealership responded to let me know the offer was for used cars only and I did not qualify for it. Personally I like the comfort of paying a small monthly cost for servicing, so under the impression I DID NOT have any free servicing, I took out the service plan. 

My oil change light came on last week, so I called up to book in for a minor service. Upon doing so, the guy on the phone said that I had 2 live service plans, which was very unusual. He said I had 1 that was fully paid off a couple days before getting my car, and one that was £11 per month. I did not pay any service plan off in full, and it looks as if this is the 2 free services I was initially offered, but told I did not qualify for. 

I have full email evidence of me querying this and being told I had no free servicing and that I had to pay. It could have been a genuine mistake, but the dealership has ignored all my emails regarding this. I have been mis sold a service plan under false pretences and have now paid over £100 which I did not need to!

I have logged a complaint with AFS, but I could be waiting up to 8 weeks for a case handler to contact me. 

 

I would like some advice on how to approach this when I do get contacted. Is this in breach of any laws I can reference etc? How did this affect my consumer 

 

do the dealerships receive commission on service plans as I feel this would be a reason to sneakily push it on me.

 

any advice or useful things to say/mention would be really appreciated. 

 

thanks.

holkw

To add: I have gone back through all documentation and I have found agreements for both service plans. As mentioned above I also have email evidence of me querying the fact I do have 2 free services and clearly being told I don't by the dealership, and them then happily selling me one anyway. I want my money back but also want to push to be compensated for being mis sold something, and being out of pocket each month when I did not need to be. it has damaged my trust completely in the brand.

Manxman_in_exile

Press them on this.

Assuming you have documentation to back up what you say (ie you were told you had 2 free services; then they offered you an additional service plan; you queried it as you had been told you had two free services; they told you that you didn't qualify for the 2 free services) then you should be entitled to get back the monthly fee on the second service plan that you didn't need to buy.

You won't get any additional "compensation" over and above what you paid for the additional plan.

SaverRate

I assume you have asked for a refund on the one you paid for? Alternatively will they let you roll it over so you get 4 services out of the 2 plans (assuming you keep the car for 4 years?)

Edit - Can you share which Audi dealership this is please? 

Penguin_

I wonder if there was an offer on from the finance company which gave you 2 years free servicing & this was on the invoice to the finance company & was paid off when they received the funds from the finance house for the car. Hence why they got it a couple of days before you picked the car up.

tightauldgit

If you've got it documented that you were sold a car with 2 free services and then told it wasn't and sold another service plan then you absolutely should be able to get a refund on the money spent on the additional service plan. 

You won't get any 'compensation' over and above that unless Audi want to offer something as a goodwill gesture. 

holkw

Manxman_in_exile said:

Press them on this.

Assuming you have documentation to back up what you say (ie you were told you had 2 free services; then they offered you an additional service plan; you queried it as you had been told you had two free services; they told you that you didn't qualify for the 2 free services) then you should be entitled to get back the monthly fee on the second service plan that you didn't need to buy.

You won't get any additional "compensation" over and above what you paid for the additional plan.

Yes I went back through all documentation and I have proof of everything. When I signed the agreements and all related documents in the March, a document regarding the free servicing was there. Fast forward 3 months to actually collecting the car and querying the servicing at the time I didn't even think to go back and look at the documents when I questioned the free servicing. 

holkw

SaverRate said:

I assume you have asked for a refund on the one you paid for? Alternatively will they let you roll it over so you get 4 services out of the 2 plans (assuming you keep the car for 4 years?)

Edit - Can you share which Audi dealership this is please? 

Yes I have asked and raised a complaint with AFS, but they take 8 weeks to get back to me. 
I contacted the dealership, and gave both service agreement numbers and the dealership tried to tell me one agreement was my PCP and one was my financing. Neither of them were my PCP, they were both service agreements. I went back with more information and they have completely ignored me for 2 weeks now. 
It was Edinburgh Audi.

holkw

Penguin_ said:

I wonder if there was an offer on from the finance company which gave you 2 years free servicing & this was on the invoice to the finance company & was paid off when they received the funds from the finance house for the car. Hence why they got it a couple of days before you picked the car up.

Yes this is possible. the guy I spoke to from AFS (who actually raised to me that I had 2 service plans which was v unusual) couldn't tell me anymore than one was paid off. he didn't know by who but certainly wasn't me!
The dealership sent me an email when they were originally providing me with options that I would get 2 free services, and I have documentation for both. I guess I have got a bit confused along the way not realising. but at the same time I did query it and I was told I didn't get it!

born_again

Have you complained to the dealer who sold the £11 a month one. As from what you are saying that is where you complaint should be & not AFS.

sheramber

I agree with born-_ again, your  complaint is with the dealer. 

The finance company have no connection with the plan you took out with the dealer.