Can Vertu Honda change my service plan?

immy1

Hi all. I bought a 5 year service plan via Vertu Honda when I purchased the car from them.  I've rang today as this is  the last year I  will get the included service but  they have told me that the charge for home pick-up and drop-off is now £45.00. They also want another £45.00 to clean the air-conditioning system.  Can they just alter an agreement part-way through when they want? I would have thought that what was stated in the service plan could not just be removed when they felt like it. Any advice please?

Wonka_2

Did the service plan purchased directly include these as part of the service ? or were they just things that had historically been provided (or were assumed to be included). If it's included in writing then you remind them of their obligations. If not then you've more fighting to do.

Any 'service plan' I've had in the background (to be fair I've not had one from Vertu but have had from dealerships that Vertu have subsequently acquired) have only covered services as per 'Manufacturers Service Schedule' with extra charges for additional work needed or 'wear & tear' items.

Depending where you are then a home pick up charge is far from unusual - in the same way as charging for courtesy car.

In your shoes I'd be raising with salesman/manager that you bought the car from (assuming it was recent and they're still there) and explain how it's unlikely your next purchase will be from them if the promised (or assumed) agreement is not retained 

immy1

Hi.  I've just the checked the Service Plan and it does say under the Honda Service Promise that  complimentary product updates and recall checks are included as are collection and delivery for alternative transport.  I will query it with Honda. Thanks

Wonka_2

immy1 said:

Hi.  I've just the checked the Service Plan and it does say under the Honda Service Promise that  complimentary product updates and recall checks are included as are collection and delivery for alternative transport.  I will query it with Honda. Thanks

OK - but that's complimentary product updates - I can't imagine cleaning the air conditioning system was ever 'complimentary'. It's more likely to relate to engine software updates (i.e. not Sat-Nav updates as per your other post)

Obviously the collection/delivery needs clarity - it may have a distance limit or it may be collection/delivery of person from dealership to nearest town centre/transport hub i.e. shuttle service which is the norm in my neck of the woods.

And for clarity was the service plan with Honda or with Vertu ?

daveyjp

The aircon work is an upsell.  If the system is working tell them to leave it alone.

Grey_Critic

**complimentary product updates **are what we used to call Technical service bulletins. They are issued by manufacturers when they find from monitoring warranty claims that particular items require repair/adjustment on a regular basis but are not included in normal service schedules.It helps ensure relyability. On a regular basis working with Ford Technical we carried out regular inspections of particular components. 

The ** recall checks** are safety related items. There are always problems getting customers to bring vehicle in so when in for service is an ideal time. AND they get paid for doing recalls.

flashg67

As above, my Kia dealer used to try to sell me and aircon clean and a fuel treatment every time. Cleaning the aircon isn't a bad idea but can be bought for a few £ and done yourself  - eg https://www.holtsauto.com/simoniz/products/air-con-refresh/
IMO they should honour the collection & delivery though... 

Bigwheels1111

As above a lot of up selling.

My car will be 7 next month and the Air con still works at 100%, with no smells at all.

I change the pollen filter every odd year and the dealer every even year.

Plus I use the Air con every week for 10 mins to lube up the rubber joints in the system as it contains oil and gas.

I travel a 90 mile round trip to the main dealer for my service, 1 hour extra drive from my local but after all costs its

£80-£90 a year cheaper for the service.Pick-up and drop-off £45 is a bit rich.

I know every part that should be fitted during my service each year and hold them to it, I even mark them as I dont trust them.

Do you have a service schedule, This is mine and it helps a lot to know what you are getting.

prettyandfluffy

And for clarity was the service plan with Honda or with Vertu ?

I think this is the crunch question.  My Honda dealership (not Vertu) offers both the Honda service plan and their own, and they are not the same.

immy1

Thanks everyone  We have queried this again with Honda who have confirmed that the advisor made a mistake and the home pick-up will be free.  Great advice from you all.