VWFS lease cancelled collections
Discussion
Thought it was best for a thread for all the people having issues with VWFS cars being collected either at end of lease or early termination.
Seems to be totally conflicting info being given from VWFS, when you can even get a response at all.
On the phone, they seem to be saying the responsibility to insure the vehicle is the customers, until BCA collect, but then they have also sent out the following email(randomly), which to me makes it look like they accept that the vehicle is uninsured and is not to be driven;
http://links.marketing.vwcrm.co.uk/servlet/MailVie...
One of the phone agents suggested if I "kindly" pay for the ongoing insurance, they "may" be able to discuss reimbursement once their management have made the decision and this whole virus thing is over with; obviously he's nuts if he thinks I will spend several hundred quid of my own cash just on the off chance they will reimburse.
I'm guessing like me, most of you have had a s
te experience with VWFS, and have contacted them to raise a complaint/dispute, so of you can update as and when things progress, so we can all get updates...
Seems to be totally conflicting info being given from VWFS, when you can even get a response at all.
On the phone, they seem to be saying the responsibility to insure the vehicle is the customers, until BCA collect, but then they have also sent out the following email(randomly), which to me makes it look like they accept that the vehicle is uninsured and is not to be driven;
http://links.marketing.vwcrm.co.uk/servlet/MailVie...
One of the phone agents suggested if I "kindly" pay for the ongoing insurance, they "may" be able to discuss reimbursement once their management have made the decision and this whole virus thing is over with; obviously he's nuts if he thinks I will spend several hundred quid of my own cash just on the off chance they will reimburse.
I'm guessing like me, most of you have had a s
te experience with VWFS, and have contacted them to raise a complaint/dispute, so of you can update as and when things progress, so we can all get updates...Edited by ollie05 on Monday 30th March 15:17
So the same email linked above then, note the small print about the car being uninsured...
I appreciate it's a difficult time but they seem so incompetent at getting a solution in place, or at least giving consistent advice in the short term.
I've contacted CAB and they tend to agree that if the agreement has been terminated/paid in full, it's not my responsibility to pay anything else towards the car or anything relating to the car.
They also said they will be raising it with trading standards as well to see if VWFS are acting fairly and within the contracts we have signed up to.
I appreciate it's a difficult time but they seem so incompetent at getting a solution in place, or at least giving consistent advice in the short term.
I've contacted CAB and they tend to agree that if the agreement has been terminated/paid in full, it's not my responsibility to pay anything else towards the car or anything relating to the car.
They also said they will be raising it with trading standards as well to see if VWFS are acting fairly and within the contracts we have signed up to.
Yes they are; https://register.fca.org.uk/ShPo_FirmDetailsPage?i...
Not sure if you may struggle to get through via phone, since around lunchtime, all options seem to advise to visit their website, which is useless, then the call terminates.
Not sure if you may struggle to get through via phone, since around lunchtime, all options seem to advise to visit their website, which is useless, then the call terminates.
Taken from BMW website, now that's how it should be done;
Do I need to keep my vehicle insured if my collection is delayed due to COVID-19?
If you want to drive the car you must keep it fully insured. You remain responsible for ensuring you have the right insurance in place to cover your usage of the vehicle. If your vehicle will remain unused while you await collection, we will insure the vehicle ourselves to protect our asset. You will not be able to drive the car during this time as you will not be insured to drive it. As you do not have our consent to drive the vehicle, it will not be covered by the terms of any other insurance policy. You must also give us your current mileage at this point and it will be checked again at the point when the vehicle is collected
Do I need to keep my vehicle insured if my collection is delayed due to COVID-19?
If you want to drive the car you must keep it fully insured. You remain responsible for ensuring you have the right insurance in place to cover your usage of the vehicle. If your vehicle will remain unused while you await collection, we will insure the vehicle ourselves to protect our asset. You will not be able to drive the car during this time as you will not be insured to drive it. As you do not have our consent to drive the vehicle, it will not be covered by the terms of any other insurance policy. You must also give us your current mileage at this point and it will be checked again at the point when the vehicle is collected
Couldn't see anything on mercedes site, but this is jaguar, another decent process in place;
You must stop using the vehicle with effect from your end of contract date. This is the original due date of your optional final payment. You will find this in the reminder letters that we have sent you advising that your contract is coming to an end.
• Once your end of contract date has passed, you can cancel your motor insurance policy as we will arrange alternative cover for the vehicle.
• You will need to keep the vehicle safe and in your possession until we collect it.
You must stop using the vehicle with effect from your end of contract date. This is the original due date of your optional final payment. You will find this in the reminder letters that we have sent you advising that your contract is coming to an end.
• Once your end of contract date has passed, you can cancel your motor insurance policy as we will arrange alternative cover for the vehicle.
• You will need to keep the vehicle safe and in your possession until we collect it.
You don't just send a detailed email like that out 'in error', they may wish they hadn't sent it out, but they obviously did and the URL is still live and accessible, so as that's the only written guidance available in terms of the insurance, that's what I will be basing my decision on; they still haven't provided any further details on their website, so that's all I can do.
Trading standards and CAB have agreed with that as well.
I've emailed them and have documented the above twice and am still awaiting a response. I prefer to have it all in writing, plus I can't just waste hours of each day trying to get through on the phone, just for no update to be given.
The few times I have got through, they just advise me to check their useless website for updates.
Trading standards and CAB have agreed with that as well.
I've emailed them and have documented the above twice and am still awaiting a response. I prefer to have it all in writing, plus I can't just waste hours of each day trying to get through on the phone, just for no update to be given.
The few times I have got through, they just advise me to check their useless website for updates.
Lex Autolease Letter copied from another PH thread, so that's another lease company doing the right thing and providing a decent and more importantly, fair service to the customer;
Good Afternoon
You will have recently received a text message confirming our vehicle collection services have temporarily been suspended due to the COVID-19 restrictions. We understand this may raise some questions regarding the interim status of your vehicle, please find below some further details that will answer these questions.
· If you wish to continue to use the vehicle
· No further action is required; our usual contractual terms and conditions will remain in place.
· If you were expecting us to deliver a new vehicle at the same time as collecting your existing vehicle
· We will arrange for the contract for your existing vehicle to continue until any restrictions are lifted; our usual contractual terms and conditions will remain in place.
· If you no longer wish to use the vehicle
· You will need to keep the vehicle safe (preferably parked off-road) and in your possession until collection can be arranged.
· Once parked, you must stop using the vehicle with immediate effect.
· Please confirm your intention to end the vehicle contract and complete the below ‘Further Information Required’ section.
· Please do not drive the vehicle further from this point; further charges may apply if the vehicle is driven beyond the final mileage captured or the agreed termination date.
· As you will no longer be using the vehicle, you can cancel your motor insurance policy as we will arrange alternative cover for the vehicle from the agreed termination date.
· Your contract termination will be backdated to the agreed date noted below. Any rental invoices raised between the agreed termination date and the collection date will not be charged.
· You may still receive invoices for the vehicle monthly rental during this interim period. Please ignore these letters.
· You will still be liable for any excess mileage charges if you have exceeded the mileage allowance during the contract, in line with your original agreement terms and conditions.
Further information required (only applicable if you no longer wish to use the vehicle):
Please reply to this email confirming the agreed end date and mileage:
· Registration number [please confirm registration number]
· Agreed end date/original collection date (this is the date you agree to stop using the vehicle from) – [insert agreed date here]
· Vehicle mileage as at above date – [insert captured mileage here]
Please be assured that we will contact you as soon as service resumes to arrange collection of your vehicle. Please refer to www.lexautolease.co.uk for further information about the steps that we are taking in the meantime to help customers.
We thank you for your patience during this challenging time.
Kind Regards
Good Afternoon
You will have recently received a text message confirming our vehicle collection services have temporarily been suspended due to the COVID-19 restrictions. We understand this may raise some questions regarding the interim status of your vehicle, please find below some further details that will answer these questions.
· If you wish to continue to use the vehicle
· No further action is required; our usual contractual terms and conditions will remain in place.
· If you were expecting us to deliver a new vehicle at the same time as collecting your existing vehicle
· We will arrange for the contract for your existing vehicle to continue until any restrictions are lifted; our usual contractual terms and conditions will remain in place.
· If you no longer wish to use the vehicle
· You will need to keep the vehicle safe (preferably parked off-road) and in your possession until collection can be arranged.
· Once parked, you must stop using the vehicle with immediate effect.
· Please confirm your intention to end the vehicle contract and complete the below ‘Further Information Required’ section.
· Please do not drive the vehicle further from this point; further charges may apply if the vehicle is driven beyond the final mileage captured or the agreed termination date.
· As you will no longer be using the vehicle, you can cancel your motor insurance policy as we will arrange alternative cover for the vehicle from the agreed termination date.
· Your contract termination will be backdated to the agreed date noted below. Any rental invoices raised between the agreed termination date and the collection date will not be charged.
· You may still receive invoices for the vehicle monthly rental during this interim period. Please ignore these letters.
· You will still be liable for any excess mileage charges if you have exceeded the mileage allowance during the contract, in line with your original agreement terms and conditions.
Further information required (only applicable if you no longer wish to use the vehicle):
Please reply to this email confirming the agreed end date and mileage:
· Registration number [please confirm registration number]
· Agreed end date/original collection date (this is the date you agree to stop using the vehicle from) – [insert agreed date here]
· Vehicle mileage as at above date – [insert captured mileage here]
Please be assured that we will contact you as soon as service resumes to arrange collection of your vehicle. Please refer to www.lexautolease.co.uk for further information about the steps that we are taking in the meantime to help customers.
We thank you for your patience during this challenging time.
Kind Regards
JS0 said:
Has anyone tried to call today? I just did and it said they’ve closed the phone lines to respond to people who have already contacted. I sent an email over a week ago and received nothing back.
They seem to do that a lot, hit and miss when I can get through.Got to be honest, of all the lease companies, considering vwfs must be one the biggest as they deal with all VAG group cars, are absolutely dog s
t.I've chucked a thread on moneysavingexpert, see if anyone on there is also having difficulty, link below;
https://forums.moneysavingexpert.com/discussion/61...
BCA are still closed for bookings, still no response from VWFS nor any confirmation of the complaint I logged with them both on their website and on the phone, and still no update on their useless website, though that's what their automated email response and phone lines seem to be telling customers to go.
Terrible company to deal with when there is an issue.
https://forums.moneysavingexpert.com/discussion/61...
BCA are still closed for bookings, still no response from VWFS nor any confirmation of the complaint I logged with them both on their website and on the phone, and still no update on their useless website, though that's what their automated email response and phone lines seem to be telling customers to go.
Terrible company to deal with when there is an issue.
Edited by ollie05 on Friday 3rd April 09:19
VWFS have now actually updated their website under the "my vehicle collection has been cancelled what should I do" heading.
It basically states what the original email sent out had on it, including the small print which says "*the vehicle will be uninsured and must not be driven".
I've took a screenshot of that incase they change it again, but from my POV thats the advice I will be using until they contact me directly and confirm otherwise.
They still haven't responded to any of my emails.
It basically states what the original email sent out had on it, including the small print which says "*the vehicle will be uninsured and must not be driven".
I've took a screenshot of that incase they change it again, but from my POV thats the advice I will be using until they contact me directly and confirm otherwise.
They still haven't responded to any of my emails.
It's frustrating as let's be honest, it's not like we can all say VWFS can get fked in terms of future leases as they generally hold the monopoly on the good deals for Audi,vw,seat,Skoda etc and if a good deal comes up, we would likely all jump on it.
They were fine to deal with right up until when something went wrong, then they proved how dire they are, all the other lease companies seem to have processes in place weeks ahead of these dheads.
Very disappointing.
ked in terms of future leases as they generally hold the monopoly on the good deals for Audi,vw,seat,Skoda etc and if a good deal comes up, we would likely all jump on it.They were fine to deal with right up until when something went wrong, then they proved how dire they are, all the other lease companies seem to have processes in place weeks ahead of these d
heads.Very disappointing.
J50 said:
They cancelled and offered £25 plus asked me to take out temp insurance and said that they would reimburse. Collected last week so it only cost me £12 for 10 days insurance and I expect to be reimbursed soon.
What company did you use for temp insurance and what car was that on?I haven't no, but the BCA portal appears to be back up now as opposed to the closed message, yet when I enter my details it says it cant process the request and to ring a number.
Ring the number go through the options to be told they still aren't arranging collections, so yeah, the st show continues.
Have you been able to book?!
Ring the number go through the options to be told they still aren't arranging collections, so yeah, the s
t show continues.Have you been able to book?!
So frustrating, my car was meant to be collected a month ago, literally the day they stopped collecting, so I would hope if there is any type of order to this, I should be near the front.
Can't get past the login on the vwfs or generic portal using agreement number with or without zeros.
Can't get past the login on the vwfs or generic portal using agreement number with or without zeros.
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