Issues with Lease Car - advice required
Discussion
Hi - hope someone can offer some advice from experience,
Long story cut short:
I am 4 months into a lease on a Volvo V90 CC Pro, the car has a fault whereby it goes into limp home under acceration, it has been out of the dealer for the last month (approximately 2 weeks off the road) and they have identified the fault as a software issue, they believe the fix will be several weeks or more. Up to now I have been in various courtesy cars but none that obviously match the value\spec of the V90 (current is a V40 T2)
If it was a minor issue then I would have no issue driving the car until the fix was available, as it is this is a fairly significant issue which can affect daily driving (especially overtaking etc.)
I am not getting much help from the local dealer, who just wants me to collect the car and can't offer a like-for-like. The finance company are investigating currently.
My preference is to keep the car off the road and have an equivalent replacement, is this reasonable - it doesn't sit well to be paying for a lesser car, or driving knowing there is a significant fault which could catch me out.
Any experience of similar issues with lease cars or advice on how I should proceed,
Thanks
Long story cut short:
I am 4 months into a lease on a Volvo V90 CC Pro, the car has a fault whereby it goes into limp home under acceration, it has been out of the dealer for the last month (approximately 2 weeks off the road) and they have identified the fault as a software issue, they believe the fix will be several weeks or more. Up to now I have been in various courtesy cars but none that obviously match the value\spec of the V90 (current is a V40 T2)
If it was a minor issue then I would have no issue driving the car until the fix was available, as it is this is a fairly significant issue which can affect daily driving (especially overtaking etc.)
I am not getting much help from the local dealer, who just wants me to collect the car and can't offer a like-for-like. The finance company are investigating currently.
My preference is to keep the car off the road and have an equivalent replacement, is this reasonable - it doesn't sit well to be paying for a lesser car, or driving knowing there is a significant fault which could catch me out.
Any experience of similar issues with lease cars or advice on how I should proceed,
Thanks
Cant offer any advice other than to say I wouldnt be happy either - I am leasing an A6 - if that was off the road for an extended period I would want something similar - A4 at the very least - if you wanted to lease a V40 you would have leased one and paid several hundred if not thousands less!
Certainly there was someone on here with an XC60 that was off the road for ages and he got an XC60 courtesy car.
It shouldn't matter how you acquired the car, although I suppose if the dealer isn't the supplying dealer they may be less inclined to help - although I've never felt I got better service going to the supplying dealer (other marques).
Volvos do have a bit of reputation for puzzling software faults which take a while to sort out. I was 'offered' (they'd have been expecting market value) an early new shape XC90 from within our family but the prospect of owning it was a bit too scary for me.
It shouldn't matter how you acquired the car, although I suppose if the dealer isn't the supplying dealer they may be less inclined to help - although I've never felt I got better service going to the supplying dealer (other marques).
Volvos do have a bit of reputation for puzzling software faults which take a while to sort out. I was 'offered' (they'd have been expecting market value) an early new shape XC90 from within our family but the prospect of owning it was a bit too scary for me.
Tomo1971 said:
Cant offer any advice other than to say I wouldnt be happy either - I am leasing an A6 - if that was off the road for an extended period I would want something similar - A4 at the very least - if you wanted to lease a V40 you would have leased one and paid several hundred if not thousands less!
A mate of mine had an A6 (allroad?) that had an issue with going into limp mode (similar to the OP). He spent 6 weeks in a VW Up. He was not impressed
He'd bought his outright though so there was no leverage from the finance company.
Thanks all for the comments,
Just a quick update to the saga.
Still in the V40 whilst this is being resolved, the local dealer is not pushing the issue\helping.
I have contacted Santander, who have been really helpful so far, I have requested a car of similar value\specification until the issue is resolved. Alternatively cancellation and refund under the Consumer Rights Act 2015. The issue, in my mind, was clearly there from the beginning (being a software issue) - burden of proof is on the dealer.
Let's see where we go from here, for me this is one of the benefits of leasing though - I definately would be disappointed if I had purchased the car.
Just a quick update to the saga.
Still in the V40 whilst this is being resolved, the local dealer is not pushing the issue\helping.
I have contacted Santander, who have been really helpful so far, I have requested a car of similar value\specification until the issue is resolved. Alternatively cancellation and refund under the Consumer Rights Act 2015. The issue, in my mind, was clearly there from the beginning (being a software issue) - burden of proof is on the dealer.
Let's see where we go from here, for me this is one of the benefits of leasing though - I definately would be disappointed if I had purchased the car.
chim79 said:
Thanks all for the comments,
Just a quick update to the saga.
Still in the V40 whilst this is being resolved, the local dealer is not pushing the issue\helping.
I have contacted Santander, who have been really helpful so far, I have requested a car of similar value\specification until the issue is resolved. Alternatively cancellation and refund under the Consumer Rights Act 2015. The issue, in my mind, was clearly there from the beginning (being a software issue) - burden of proof is on the dealer.
Let's see where we go from here, for me this is one of the benefits of leasing though - I definately would be disappointed if I had purchased the car.
I think you are going down the right path here - I would really be pushing this on the finance company - the dealer has no incentive to give you a like for like car whereas the finance company is responsible for providing a working car that matches your agreement.Just a quick update to the saga.
Still in the V40 whilst this is being resolved, the local dealer is not pushing the issue\helping.
I have contacted Santander, who have been really helpful so far, I have requested a car of similar value\specification until the issue is resolved. Alternatively cancellation and refund under the Consumer Rights Act 2015. The issue, in my mind, was clearly there from the beginning (being a software issue) - burden of proof is on the dealer.
Let's see where we go from here, for me this is one of the benefits of leasing though - I definately would be disappointed if I had purchased the car.
If they are not going to arrange a like for like car then i would push Santander for some sort of reduced payments for the time you didn't have your own car and any future time you dont have a like for like car.
Do not be timid with Santander and do not take no for an answer until you are satisfied.
Have you contacted Volvo UK Customer Service? Get on at them about it and they might do something to help you out.
I had a saga with a Honda CR-V that was in the dealer for over a month and Honda CS put me in a hire car of similar spec (Nissan X Trail Tekna as it goes) as the dealer didn't have one.
I had a saga with a Honda CR-V that was in the dealer for over a month and Honda CS put me in a hire car of similar spec (Nissan X Trail Tekna as it goes) as the dealer didn't have one.
The issue has been raised with Volvo UK (via the dealer) and Santander, Volvo UK are happy to provide a like for like equivalent (though maybe not petrol if the issue is found to affect the T6 model), should be at the dealers in the next few days.
In the meantime they have supplied a XC40 as an interim replacement and slight upgrade to the V40.
Both Volvo UK and Santander have been excellent, I presume as this is a potentially dangerous fault it has been dealt with as a priority. Again I am glad it is a lease as the oweness is on the lease company to resolve.
Hopefully this means I am now sorted until the software update is made available. For anyone else with issues, going directly and quickly through the lease company is definately the best approach.
(It is worth mentioning this could affect other vehicles, worth checking if you have a T6.)
In the meantime they have supplied a XC40 as an interim replacement and slight upgrade to the V40.
Both Volvo UK and Santander have been excellent, I presume as this is a potentially dangerous fault it has been dealt with as a priority. Again I am glad it is a lease as the oweness is on the lease company to resolve.
Hopefully this means I am now sorted until the software update is made available. For anyone else with issues, going directly and quickly through the lease company is definately the best approach.
(It is worth mentioning this could affect other vehicles, worth checking if you have a T6.)
Update:
So after waiting for a like for like replacement things have taken a turn for the more complicated.
I had a call from Volvo saying that the v90 cc update is now due end of November. They are unable to provide a 'like for like' and so I have two choices:
1. Accept a lesser car in the interim - no discount on monthly rentals
2. Raise a formal complaint with Santander and move to reject the car
if I choose number two then the dealer has indicated that Volvo will not provide a replacement car and I am to take the issue up with Santander, return the replacement xc40 and collect mine - leaving me with effectively no functional car until the complaint is resolved. Even if the complaint is upheld then I still need to source a new lease (which given current deals means a lesser car anyway). I have no clear idea what level of refund I will receive.
If I choose number 1 then I overpay for a lesser car, until mine is patched to resolve the issue (~approx. 6-8 weeks)
A no win situation, reluctant to start a formal rejection - though the thought of spending at least 6 weeks in a lesser car, knowing I am over paying is a bitter pill to swallow. If I start the formal rejection process, then I am likely to end up out of pocket with a lesser car anyway.
choices......if anyone has experience of rejecting a lease after the initial 30 days would love to hear the offer.
So after waiting for a like for like replacement things have taken a turn for the more complicated.
I had a call from Volvo saying that the v90 cc update is now due end of November. They are unable to provide a 'like for like' and so I have two choices:
1. Accept a lesser car in the interim - no discount on monthly rentals
2. Raise a formal complaint with Santander and move to reject the car
if I choose number two then the dealer has indicated that Volvo will not provide a replacement car and I am to take the issue up with Santander, return the replacement xc40 and collect mine - leaving me with effectively no functional car until the complaint is resolved. Even if the complaint is upheld then I still need to source a new lease (which given current deals means a lesser car anyway). I have no clear idea what level of refund I will receive.
If I choose number 1 then I overpay for a lesser car, until mine is patched to resolve the issue (~approx. 6-8 weeks)
A no win situation, reluctant to start a formal rejection - though the thought of spending at least 6 weeks in a lesser car, knowing I am over paying is a bitter pill to swallow. If I start the formal rejection process, then I am likely to end up out of pocket with a lesser car anyway.
choices......if anyone has experience of rejecting a lease after the initial 30 days would love to hear the offer.
chim79 said:
if anyone has experience of rejecting a lease after the initial 30 days would love to hear the offer.
Yes. Rejected mine after 5 months due to a juddering clutch issue. Car had been into garage twice for remediation but wasn’t fixed. I’d argue the issue was less significant than yours as the car was still driveable. Outcome : took 10 days of constructive dialogue (lease co needed to gather the workshop reports etc and the dealer was totally uncooperative). Resulted in car being rejected and (surprisingly) over 2 months worth of monthly rentals being refunded! (Deal was a 0+24 - I’d had the car 5 months, I’d paid 5 months rental and had 2 months refunded!).
Company was ALD Automotive - and they were superb.
I believe the consumer protection laws apply, even though it’s a lease car - I.e. supplying dealer has 1 chance to fix a significant fault on a car up to 6 months old, then you are entitled to reject.
Sheepshanks said:
Being pragmatic - does having the XC40 cause you any inconvenience, ie do you struggle to get everything in it etc?
Is there any upside for you in keeping a couple of months mileage off the V90?
It's a good point, having 2 small children the XC40 is on the small side for buggies etc. However it is a good car, the main issue is that Santander won't discount the payments to reflect the replacement. At the end of the day I am paying for a level of performance\luxury that the XC40 doesn't provide, the V90 will be off the road for almost 3 months by the time the update is released, over 10% of the total lease. So it is a point of principle, they could put me in a XC60, XC90 or V90 that is somewhere equivalent but have chosen not to, that (although not pragmatic) doesn't make me feel like a valued customer. Unfortunately the only way to push the issue is to raise an official complaint (according to Santander) which is the avenue I am going down. This will end in one of two scenarios, either there is an equivalent or some form of discount or the lease is cancelled with refund.Is there any upside for you in keeping a couple of months mileage off the V90?
Honestly I prefer the former (as it is less effort\hassle for me), it is just a shame I have to follow this path to receive what I consider as an appropriate level of customer service. At the end of the day the car has a serious and inherent fault, one out of my control, as a (priced as) premium brand Volvo should recognise this and act in the best interest of the customer, not attempt to simply dismiss and ignore, with a minimum offer. In this day and age how you deal with an issue is as important as solving the issue itself.
So to conclude the thread.
After contacting Santander to cancel the agreement Volvo have now supplied a like for like car, a V90 CC Ocean Race D4, until the software issue with mine has been addressed.
Very helpful chap from the local dealership contacted me to apologise for the hassle and was great in arranging the above. Also it appears the local dealership have brought him in to address some of the customer service issues. Fair play to them\Volvo UK for their eventual reaction - and it just shows how social media can help when the initial response isn't as good as expected.
After contacting Santander to cancel the agreement Volvo have now supplied a like for like car, a V90 CC Ocean Race D4, until the software issue with mine has been addressed.
Very helpful chap from the local dealership contacted me to apologise for the hassle and was great in arranging the above. Also it appears the local dealership have brought him in to address some of the customer service issues. Fair play to them\Volvo UK for their eventual reaction - and it just shows how social media can help when the initial response isn't as good as expected.
Gassing Station | Car Buying | Top of Page | What's New | My Stuff