Carsa refusing to pay additional repairs cost

jenny2777

Hi can anyone give me further advice for my a  car brought in February from Carsa online then delivered to Cannock . I’m having no luck with customer services feel like I’m going round in circles. 

This is regarding Cannock branch refusing to pay the bill for a repair. 

I purchased the car in February, the car was faulty upon collection , dented , they reset the warning light. The warning light came on again , Cannock asked me to go to the main dealer for repairs. The repair costing over £500 was authorised, unfortunately during the repair more work had to be done . This was April . 

The increase in cost £250 invoice and reason were emailed to Cannock . Volkswagen continued with the repair . The additional £250 has not been paid and Volkswagen are chasing me for the money and mentioning court action. It was also under 3 month warranty, they say the warranty only covers £500 

Am I entitled to have the fault fully repaired? And the remaining bill paid ? .

Daniel at Cannock has said ‘NO’ he will not pay the £250 . I would like the £250 bill paid as the fault was present upon purchase . I have sent numerous emails with the invoice attached including reasons of the cost  and so have Volkswagen ( they don’t have the time to chase third parties now so are chasing me for the money) and have had  no reply . I would also like to raise the issue of the dent , which they said they will repair.  I haven’t heard anything about regarding the dent and it only had partial service history but  was advertised as  full .

Can anyone help me with this matter, consumer rights etc ? I ring them and they give me the same email address , which is the person that said no , I want to get in touch with someone more senior 

eskbanker

jenny2777 said:

Cannock asked me to go to the main dealer for repairs. The repair costing over £500 was authorised, unfortunately during the repair more work had to be done . This was April . 

The increase in cost £250 invoice and reason were emailed to Cannock . Volkswagen continued with the repair . The additional £250 has not been paid and Volkswagen are chasing me for the money and mentioning court action. 

It sounds like VW proceeded with the additional work without authorisation from either you or the seller, so it would be at their risk?

jenny2777

Hi , I had to authorise the additional repair , they couldn’t get in contact with cards and tried the same day . I had to get the car back . The repair was extra cost for the fault it was already booked in for 

eskbanker

In which case, you're probably going to need to pay the £250 and then pursue the seller for it - you have the choice of asserting your rights under the Consumer Rights Act 2015, which are statutory rights, or the warranty, which is a more limited provision where the seller controls the terms, so the former is likely to be more beneficial.

jenny2777

The trouble I’m having is they keep forwarding me to the same person  in after sales , who is refusing to pay the additional cost and for the dent it suffered in transit they say someone will contact me and that’s been since Feb .
I ask for someone senior they say just email customer care and the same email just goes back to the same original person . I’m going round in circles. I cannot get a different email / phone number for someone more  senior in Carsa . 

400ixl

Have you raised a formal complaint with their central complaints team?

https://www.carsa.co.uk/complaints-procedure

Jumblebumble

jenny2777 said:

Hi can anyone give me further advice for my a  car brought in February from Carsa online then delivered to Cannock . I’m having no luck with customer services feel like I’m going round in circles. 

This is regarding Cannock branch refusing to pay the bill for a repair. 

I purchased the car in February, the car was faulty upon collection , dented , they reset the warning light. The warning light came on again , Cannock asked me to go to the main dealer for repairs. The repair costing over £500 was authorised, unfortunately during the repair more work had to be done . This was April . 

The increase in cost £250 invoice and reason were emailed to Cannock . Volkswagen continued with the repair . The additional £250 has not been paid and Volkswagen are chasing me for the money and mentioning court action. It was also under 3 month warranty, they say the warranty only covers £500 

Am I entitled to have the fault fully repaired? And the remaining bill paid ? .

Daniel at Cannock has said ‘NO’ he will not pay the £250 . I would like the £250 bill paid as the fault was present upon purchase . I have sent numerous emails with the invoice attached including reasons of the cost  and so have Volkswagen ( they don’t have the time to chase third parties now so are chasing me for the money) and have had  no reply . I would also like to raise the issue of the dent , which they said they will repair.  I haven’t heard anything about regarding the dent and it only had partial service history but  was advertised as  full .

Can anyone help me with this matter, consumer rights etc ? I ring them and they give me the same email address , which is the person that said no , I want to get in touch with someone more senior 

May I ask who actually signed the works order to contract VW to repair your car?
I only ask because in my own business i would be most reluctant to agree to undertake a repair that was to be paid by a third party.

jenny2777

HI 
Carsa sent VW a proforma to be filled in regarding the work and cost  and this was signed off by Carsa’s accounts department. Carsa Cannock have no workshop for any repairs. I emailed customer complaints and haven’t heard anything back as yet . Still nothing regarding the roof dent that was made during transit.