Dealer won't pay for authorised repair
Discussion
Hi all,
Long time lurker, first time poster looking for some advice (or a second opinion really).
Bought a VW Golf GTI in August, took delivery, happy days. Had a 3 month, 3000 mile guarantee.
Developed a judder in 1st gear, so took it into my local VW Dealer and asked what they advised. They advised to start off with a DSG reset at a cost of £110.
Emailed the dealer I bought it from (car supermarket) and said what the issue was and what VW suggested and asked where do we go from here.
Got a reply saying they would either refund the amount via cheque if I paid, or I could take it back to them and have a courtesy car.
Decided to have it done at local dealer, so dropped the car off. DSG reset didn't fix it and they advised a new mechatronics unit. OK, I email dealer again saying what VW said. They say car will have to come to them, but they will refund the £110 (which turned out to be only £75 in the end for some reason).
OK, I pay, and get VW to fax a copy of the invoice to the dealer so they can refund me.
Then I return the car, they take it to their local VW and the unit is replaced. I pick the car up, happy days.
Now they are refusing to refund me the £75 because the work they say was 'unnecessary'. I said I contacted them first and they authorised the work, but they say because it didn't fix the car it's not their problem to refund it.
Obviously thanks to email I have copies of everything that was said, including their promise to refund the money. And obviously have a copy of the invoice from VW.
Surely I am in the right to demand my money back?
What's your thoughts/opinions?
Long time lurker, first time poster looking for some advice (or a second opinion really).
Bought a VW Golf GTI in August, took delivery, happy days. Had a 3 month, 3000 mile guarantee.
Developed a judder in 1st gear, so took it into my local VW Dealer and asked what they advised. They advised to start off with a DSG reset at a cost of £110.
Emailed the dealer I bought it from (car supermarket) and said what the issue was and what VW suggested and asked where do we go from here.
Got a reply saying they would either refund the amount via cheque if I paid, or I could take it back to them and have a courtesy car.
Decided to have it done at local dealer, so dropped the car off. DSG reset didn't fix it and they advised a new mechatronics unit. OK, I email dealer again saying what VW said. They say car will have to come to them, but they will refund the £110 (which turned out to be only £75 in the end for some reason).
OK, I pay, and get VW to fax a copy of the invoice to the dealer so they can refund me.
Then I return the car, they take it to their local VW and the unit is replaced. I pick the car up, happy days.
Now they are refusing to refund me the £75 because the work they say was 'unnecessary'. I said I contacted them first and they authorised the work, but they say because it didn't fix the car it's not their problem to refund it.
Obviously thanks to email I have copies of everything that was said, including their promise to refund the money. And obviously have a copy of the invoice from VW.
Surely I am in the right to demand my money back?
What's your thoughts/opinions?
Mechatronic replacement was quoted at £1300, but in the end I think supermarket got it done on 'good will' warranty.
Just to make something clear, I never committed to spending any money until I had informed the supermarket, as I didn't want to get into this mess! But I still have....
Just to make something clear, I never committed to spending any money until I had informed the supermarket, as I didn't want to get into this mess! But I still have....
So they have paid out £1300 to fix the original problem, but are refusing to pay the unnecessary £75 as well?
I can see their point to be honest. I'd be more inclined to either forget about it, or take it up with the VW garage you left it into in the first place. I don't see why they should pay for a part that didn't need replacing?
I can see their point to be honest. I'd be more inclined to either forget about it, or take it up with the VW garage you left it into in the first place. I don't see why they should pay for a part that didn't need replacing?
Personally I would just write off the £75, not they shouldn't pay it, but considering that it could have been a £1300 bill I was stuck with I would cut my losses and move on with my life.
It wouldn't be the first time a garage has lied and ripped me off and getting wound up about it and chasing them for recompense got me nowhere.
It wouldn't be the first time a garage has lied and ripped me off and getting wound up about it and chasing them for recompense got me nowhere.
BOR said:
I'm shocked to find myself siding with the car supermarket this time.
I'm sympathetic to the OP, and the seller should have made clear their policy if the repair didn't work, but they can't leave themselves on the hook for everything.
This.I'm sympathetic to the OP, and the seller should have made clear their policy if the repair didn't work, but they can't leave themselves on the hook for everything.
Not really worth falling out about, the price of a meal out.
Forget about it.
Hope you car is sorted now.......
Put it to them this way, you can't expect a garage to diagnose a fault for free as it takes them x amount of time to do so using kit that costs thousands.
The 'box reset is surely part of the diag process. Would car supermarket prefer it if they'd skipped the diag process and simply fitted a new box and ecu as that would have certainly cured the problem - of course not.
The 'box reset is surely part of the diag process. Would car supermarket prefer it if they'd skipped the diag process and simply fitted a new box and ecu as that would have certainly cured the problem - of course not.
I must admit I am surprised at the 50-50 split on this. But then I would be in my position I guess
The thing I keep coming back to is:
1) I claimed on my warranty
2) I followed all advice from the people honouring my warranty
3) I'm having to pay???
The reason I bought the car from trade rather than private is to have that little bit of extra assurance (glad I did now) for the increased price. Surely it would be stupid to just 'suck up' this charge, even if the amount isn't that great. TBH to remove the confusion I should've returned the car to them in the first place rather than go to the local dealer, but if the DSG reset had fixed it, maybe I would be thinking otherwise.
I have spoke to the dealer since, and his main argument is that I gave him false information that the DSG would fix the car (which I didn't - how could I have?) and that they 'have to get value from all repairs', which I'm not sure is an argument at all, as to get true value they would never do any repairs.
Needless to stay I have everything I said nice and black and white and I will be sticking to my guns on this one. I will let you know how it turns out.
The thing I keep coming back to is:
1) I claimed on my warranty
2) I followed all advice from the people honouring my warranty
3) I'm having to pay???
The reason I bought the car from trade rather than private is to have that little bit of extra assurance (glad I did now) for the increased price. Surely it would be stupid to just 'suck up' this charge, even if the amount isn't that great. TBH to remove the confusion I should've returned the car to them in the first place rather than go to the local dealer, but if the DSG reset had fixed it, maybe I would be thinking otherwise.
I have spoke to the dealer since, and his main argument is that I gave him false information that the DSG would fix the car (which I didn't - how could I have?) and that they 'have to get value from all repairs', which I'm not sure is an argument at all, as to get true value they would never do any repairs.
Needless to stay I have everything I said nice and black and white and I will be sticking to my guns on this one. I will let you know how it turns out.
Bartolli said:
I must admit I am surprised at the 50-50 split on this. But then I would be in my position I guess
The thing I keep coming back to is:
1) I claimed on my warranty
2) I followed all advice from the people honouring my warranty
3) I'm having to pay???
The reason I bought the car from trade rather than private is to have that little bit of extra assurance (glad I did now) for the increased price. Surely it would be stupid to just 'suck up' this charge, even if the amount isn't that great. TBH to remove the confusion I should've returned the car to them in the first place rather than go to the local dealer, but if the DSG reset had fixed it, maybe I would be thinking otherwise.
I have spoke to the dealer since, and his main argument is that I gave him false information that the DSG would fix the car (which I didn't - how could I have?) and that they 'have to get value from all repairs', which I'm not sure is an argument at all, as to get true value they would never do any repairs.
Needless to stay I have everything I said nice and black and white and I will be sticking to my guns on this one. I will let you know how it turns out.
Tell him it's a diagnostic charge not a repair.The thing I keep coming back to is:
1) I claimed on my warranty
2) I followed all advice from the people honouring my warranty
3) I'm having to pay???
The reason I bought the car from trade rather than private is to have that little bit of extra assurance (glad I did now) for the increased price. Surely it would be stupid to just 'suck up' this charge, even if the amount isn't that great. TBH to remove the confusion I should've returned the car to them in the first place rather than go to the local dealer, but if the DSG reset had fixed it, maybe I would be thinking otherwise.
I have spoke to the dealer since, and his main argument is that I gave him false information that the DSG would fix the car (which I didn't - how could I have?) and that they 'have to get value from all repairs', which I'm not sure is an argument at all, as to get true value they would never do any repairs.
Needless to stay I have everything I said nice and black and white and I will be sticking to my guns on this one. I will let you know how it turns out.
2 sMoKiN bArReLs said:
I'd maybe try one more time, then shrug my shoulders. Life's too short to get hung up about the price of a good curry.
I wouldn't, that's exactly what they want you to do!Even though I'm a powerfully built director... etc.. £75 is about my profit per working day. Therefore I should be happy to spend 8 hours trying to claw that £75 back. If you are enough of a nuiscance, it will be more expensive for them to keep dealing with you & they'll refund the £75, as it's only £75 to them aswell...
Power to the people!
stuthemong said:
2 sMoKiN bArReLs said:
I'd maybe try one more time, then shrug my shoulders. Life's too short to get hung up about the price of a good curry.
I wouldn't, that's exactly what they want you to do!Even though I'm a powerfully built director... etc.. £75 is about my profit per working day. Therefore I should be happy to spend 8 hours trying to claw that £75 back. If you are enough of a nuiscance, it will be more expensive for them to keep dealing with you & they'll refund the £75, as it's only £75 to them aswell...
Power to the people!
Bartolli said:
VW Dealer advised to start off with a DSG reset at a cost of £110.
BUT DSG reset didn't fix it and they advised a new mechatronics unit. and the unit is replaced. I pick the car up, happy days.
Now they are refusing to refund me the £75 because the work they say was 'unnecessary'.
I said I contacted them first and they authorised the work, but they say because it didn't fix the car
What's your thoughts/opinions?
I can see where the dealer is coming from. WHY should you, or they pay for work that does not fix the problem. BUT DSG reset didn't fix it and they advised a new mechatronics unit. and the unit is replaced. I pick the car up, happy days.
Now they are refusing to refund me the £75 because the work they say was 'unnecessary'.
I said I contacted them first and they authorised the work, but they say because it didn't fix the car
What's your thoughts/opinions?
Can a VW dealer, I assume a professional outfit, with all the tools, software, training, access to VW repair knowledge, not diagnose a problem correctly 1st time of asking ?
Since when did "We think this might cure it, but if we are wrong we'll charge you for it anyway" sound like a professional way of doing business ?
On the other hand if they said they'd pay for it, then they said they'd pay for it. Making them might be more hard. It's not worth the hassle going to court, so I'd go for the goodwill gesture, and keep on hassling them. Go around and argue with them when they are trying to sell cars, to punters on a Sunday afternoon, and they'll soon decide you aren't worth the hassle.
New POD said:
I can see where the dealer is coming from. WHY should you, or they pay for work that does not fix the problem.
Can a VW dealer, I assume a professional outfit, with all the tools, software, training, access to VW repair knowledge, not diagnose a problem correctly 1st time of asking ?
Since when did "We think this might cure it, but if we are wrong we'll charge you for it anyway" sound like a professional way of doing business ?
On the other hand if they said they'd pay for it, then they said they'd pay for it. Making them might be more hard. It's not worth the hassle going to court, so I'd go for the goodwill gesture, and keep on hassling them. Go around and argue with them when they are trying to sell cars, to punters on a Sunday afternoon, and they'll soon decide you aren't worth the hassle.
I thought they did diagnose the problem, it just took a step that cost £75 to do so. They might have written that off if they had the additional work.Can a VW dealer, I assume a professional outfit, with all the tools, software, training, access to VW repair knowledge, not diagnose a problem correctly 1st time of asking ?
Since when did "We think this might cure it, but if we are wrong we'll charge you for it anyway" sound like a professional way of doing business ?
On the other hand if they said they'd pay for it, then they said they'd pay for it. Making them might be more hard. It's not worth the hassle going to court, so I'd go for the goodwill gesture, and keep on hassling them. Go around and argue with them when they are trying to sell cars, to punters on a Sunday afternoon, and they'll soon decide you aren't worth the hassle.
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