Car Dealership Formal Complaint Query

CuriousAndConfusedCat

Wanted to get some advice/insights/guidance into the below and whether I could actually get anything out of it or if I'm wasting my time? 

I have a car on HP financed by VWFS since 2023. I filed a formal complaint in February 2025 after encountering issues with the car following services that took place at the dealership. I cc'd in VWFS as they have joint responsibility under Section 75 of the Consumer Credit Act 1974 due to the car still being under the hire purchase. 

Long story short, brought car in for routine service in Dec 2023. Shortly after, front sensors stopped working. Returned in Jan 2024 and raised concern that warning light only appeared after the service. Also pointed out that in the service video I received, it shows the front right sensor already out of place at the time of service. Despite this, was quoted £600 to repair multiple parts with explanation that they were all broken inside, and likely due to pothole damage. No repairs done to this day as I didn't have the disposable income for it.

Dec 2024 returned for yearly routine service. Feb 2025, wiper motor failed, affecting lane assist features etc. Understand that there is a gap between these dates but regardless, a wiper motor component should not have failed so soon, and evidently so, as the part is not readily available from the manufacturer, it is on back-order as the car is still relatively new. Advised to source a second-hand replacement on eBay, and went to local garage to get it fitted as it was unsafe to drive all the way to the dealership during the wet weather. Wipers still do not work, local garage says that dealership needs to code it, something techy like that. Booked appt with dealership for tomorrow for them to see if they can finally fix it. No guarantee of fix but quoted £160. 

Anyway, in my complaint I requested a formal investigation into whether the servicing contributed to or failed to detect these issues, a repair/financial contribution towards fixing the front sensors, given that this issue should have been flagged during the initial health check, and a goodwill contribution or reimbursement for the costs I incurred regarding the wiper motor. Given that the vehicle is a 2021 model, this failure was premature and unexpected, and I had no reasonable alternative but to seek an independent repair at the time. 

Any thoughts/comments? I'm waiting for their response but I can be quite a pushover as I'm not too knowledgeable about all these things, my rights etc, and I hate confrontation. I'm posting this as I've realised I have to pay again tomorrow with no guarantee of whether it will be sorted or not. 

Thanks for your time.

WellKnownSid

The service did not contribute to the failures you state. You appear to have video evidence for at least one sensor already damaged at the time of your first service.

The visual health check would have focused on safety areas relating to the vehicle and not PDC operation.  If there was a warning light on then they may have drawn your attention to it - however you drove the car there and would have known - the health check is for the important stuff you might not have been aware of.

A visual health check could not have been expected to detect an impending wiper motor failure.  It is only a visual inspection.

CuriousAndConfusedCat

WellKnownSid said:

The service did not contribute to the failures you state. You appear to have video evidence for at least one sensor already damaged at the time of your first service.

The visual health check would have focused on safety areas relating to the vehicle and not PDC operation.  If there was a warning light on then they may have drawn your attention to it - however you drove the car there and would have known - the health check is for the important stuff you might not have been aware of.

A visual health check could not have been expected to detect an impending wiper motor failure.  It is only a visual inspection.

This is fair, thank you for responding. 

Any thoughts on the faulty wiper motor?

paul_c123

Sound like warranty items - remind me, how long is the warranty on a VW?

Alderbank

paul_c123 said:

Sound like warranty items - remind me, how long is the warranty on a VW?

About as long as a piece of string.

The VW 3 year warranty on passenger cars lasts for 2 years (unlimited mileage). If mileage is then less than 60,000 miles it extends for a further year or until mileage reaches 60,000. The warranty can optionally be extended by up to a further three years, so the VW warranty lasts for 2,3,4,5 or 6 years from first registration.

The OP says the car is 2021 model so the warranty would have lasted at least until 2023 and probably longer. It might still be in date.

CuriousAndConfusedCat

Warranty expired in January 2025. Was at the dealership on Wednesday and they now think it's the wiring, so they say it definitely doesn't come under warranty regardless. Need to take it back this week early morning so they have the full day to look for the cause. God knows how much that will come to!

Grey_Critic

Perhaps if you were to tell us the Mkae & Model and if they expired warranty is manufacturers or other people may be able to assist