MK5 Golf GTI
All Things Mk5 => Mk5 General Area => Topic started by: Jack Frost on December 09, 2011, 11:18:27 am
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After hunting high and low for a dealer that was taking part in the "fixed price servicing" I found Heritage VW (formally Loders) in Dorchester. The car was book in for a major service, cam belt and waterpump replacement and brake fluid change.
Firstly, the courtesy car was filthy - but that's the least of my worries.
It's easier if I list the mistakes.
1. They never called to say when my car was ready. I had asked to be called ASAP as I had an hour and a half drive to get there.
2. Air filter was not replaced as they had none in stock, but the cost of this was refunded.
3. Pollen filter was not repaced as it had been done the previous service - this was not refunded.
4. When I stopped at the first set of traffic lights, the car stopped, my foot kept going to the floor and the car started moving again. When I went back and it was inspected, I was told that the bleed nipple had not been put back on properly even after an apparent road test.
5. Given my lack of trust with this dealer, I decided to check the oil level the next day - the oil was as dirty as it was before the apparent service.
The dealer didn't seem to be that concerned about the brake issue and told me that the oil was fine and normal even after the distance travelled.
I have to say that they did renew the oil again, bleed through the brakes again and replace both filters in the end. They also offered to do my next service free of charge (the letter has yet to be received to confirm this). I was offered some petrol money as I had to go back to get these problems rectified - I never saw this either.
I understand that Loders had went into administration and they had no accounts set up yet, but to not have something as basic as a filter in stock .....
First impression.......................less than happy
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:surprised: brake bleed nipples left open the knobs that could have killed you and someone else :fighting: :fighting: I would write a letter of complaint to Vw uk :fighting: whether fixed it after or not that's a huge f up :fighting:
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As MAT ED30 says, your situation exceeds the normal stealership piss-take threshold levels. Escalate it as high as you can as this is clearly unacceptable.
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Go straight to VWUK mate and raise hell. Nothing short of totally unacceptable never mind bloody dangerous.
Get the Dealer Principals name and write a personal letter detailing what you've just said.
Is it any wonder dealers a regarded as the lowest of the low. I'm sorry to anyone who works for one but having come from that environment, no-one really gives a damn unless you kick up a fuss and are very noisey about it.
Don't let it slide mate!
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That is terrible service,as mentioned get onto vw uk
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That's horrendous!
Is this the same place that Robin uses?
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Definitely one for escalation. Totally unacceptable
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I've now typed out a draft copy of a letter I will be sending to VW HQ - only need to get my invoice copied and attached and that's that.
I assuming that VW customer service isn't very good as I've had to send letters away previously when I had my Mk4 V6.
I'll wait and see what happens.
What should I expect/request for compensation ??
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Brake fluid and painted wheels dont mix either (brake fuid strips paint), also check all panels around the wheel and inside wheel arch, chances are that it got everywhere.
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Any more news on this?It seem's pretty bad as somebody else has said,you could have been in a serious accident and killed yourself or other's and the dealer say's it's fine that the bleed nipple was incorrectly fitted when you left them,make's me sick that they charge an arm and a leg for crap service and attitude,it's only for the sake of getting your service record book stamped by the main delaer that the majority of people put up with this.Hope it get's sorted mate. :surprised:
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Brake fluid and painted wheels dont mix either (brake fuid strips paint), also check all panels around the wheel and inside wheel arch, chances are that it got everywhere.
Yeah, I mentioned it at the time and was told that they sprayed the wheel, and wheel arch down with .....neutraliser? and then poured some water over it. Hopefully the recent rain has also helped !
I really should check it before it gets forgotten about.
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Brake fluid can take effect within 30 seconds! Within 3 mins it will strip to the bare metal.
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i had issues with loaders of yeovil years ago and contacted vw uk and got a a nice polite phone call from loaders . but i dont take the car to them anyway now . infact it only went there for 1 service from new
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Sounds the bottom of the customer services ladder this one :fighting:
If it was me I'd certainly be making a formal complaint and pushing it as far as you can as the consumer :happy2:
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Is it these guys?
http://www.mk5golfgti.co.uk/forum/index.php/topic,126.0.html
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Latest is that VW arent really that interested - keep telling me that the franchise has to sort it out. The only thing they have done for me is arrange to have my next service free off charge - but only at Heritage VW.
Now, why would I want to back somewhere where on my first and only visit I have received bad service ? They won't even agree to pay for this next service at another VW dealer.
So it looks as if I have 2 options :
1. Go back to Heritage for a free service in the hope that they won't kill me this time, or
2. Take it on the chin happy in the knowledge that VW have taken my hard earned money for sh*t service.
If anyone from Heritage VW or indeed VW themselves are reading this then why can't I get a free service elsewhere ?
Anyone considering going to Heritage for anything - please think again.
p.s looks like I won't be getting my petrol money from them either.
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I'd keep on at VWUK a lot of the time depends who you talk to. Trading standards, watchdog. Did you get through to the Service Manager for the area ? Local paper might even be interested. No brakes on a family car after service has a nice reader scare factor to it (as it should do).
Free service somewhere else should be obtainable. Complain with a letter and remain focused on the issue and desired result.
I think I would go for the free service with them but demand to watch all of it and make sure the manager was nearby. And maybe take a mate (ideally a car minded one) for moral support (in exchange for beer tokens)
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Suprised RR hasn't been on to defend them :signLOL:
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Spoke to VW HQ again and i've basically been told take it or leave it as there is nothing they can or will do to help.
So I got in touch with Whatcar - just to see if they can suggest anything. Never know, it might get printed.
Nice bit of publicity for Heritage !
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Last word from VW HQ is that they cannot force Heritage to pay for a service at another franchise - they have their own budget and can do what they like with it.
VW HQ have now said that the complaint is now closed as I refuse to take my car back to them so there is nothing else they can do.
Take my car back to them !!! after what thye have done on my first visit !!!!!
I personally would'nt take a kids pedal trike to them.
No wonder Loders went into administration.
I pity the Heritage group.
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would trading standards be able to help--if not get onto the news papers
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Ya know what, this absolutely makes my blood boil. You entrust these guys to do a proper job and you pay top dollar for their service, then get treat like sh1t. How the fook can they forget to do something like tighten a bleed nipple up is beyond me, and as for the oil looking like turd after they were meant to have changed it and its meant to look like that, well, i dont know what automotive engineering back ground they have but when i've changed my oil you can still see through it for at least a couple of weeks. Finally all i can say is you live and learn, and that is the reason i do the majority of work on my car myself. Fook stealers and fook their stamp, at least i know i'm safe. Rant over
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That's horrendous!
Is this the same place that Robin uses?
....The VW dealer I used to use!! Not since they changed to Heritage. I went there recently and asked for my usual arrangement for new tyres - Loders would match price and were even happy to fit the tyres I supplied. Heritage said they wouldn't normally fit any tyre other than on their list for my car and I couldn't supply it. Also, they weren't happy to fit my new AP Racing brake pads (my supply) because they couldn't guarantee them, they said. I left it for them to phone me with a price and have had no response whatsoever from several weeks ago.
Another local tyre shop (family run, not a chain) refused to get me Goodyear Eagle F1 Asymmetric 2's because neither of their usual suppliers stocked them and again they refused to fit tyres I supplied, or my AP brake pads! So I went to the local ATS who got me the tyres the next day and gave me excellent service and 10% discount and free nitrogen. They also popped my car up on a hi-lift so I could inspect the underside - I noticed a loose wheel arch lining and they screwed it back in for me.
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No wonder Loders went into administration.
I pity the Heritage group.
....In 6 years of experience of that Dorchester workshop under the Loders name, I can only sing their praises. After just one visit under the Heritage name, I am not at all impressed.
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Sounds good robin. How are you finding the GYv2? I'm really happy with mine.
It's a shame that you seemed to have lost a decent local VW garage. Are all the staff different?
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Sounds good robin. How are you finding the GYv2? I'm really happy with mine.
It's a shame that you seemed to have lost a decent local VW garage. Are all the staff different?
....Too soon to pass comment on the GY Asymm2 - They're on the rear axle with Dunlop asymms transferred to the front axle. Plus new AP brake pads (their own) and nitrogen, she feels a bit different but I haven't been out for a proper drive yet.
Dunno about the workshop staff at Loders/Heritage but front desk staff has changed. I'll have to give the workshop manager (if he's still there) a private call and find out what's what.
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All my 'local' dealers are part of the Heritage group. That's the reason my car now gets serviced at APS!
Awful company!! :fighting:
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Last word from VW HQ is that they cannot force Heritage to pay for a service at another franchise - they have their own budget and can do what they like with it.
Write to the dealer principal, make it clear you are asking for a full refund of the service you paid for, but which they did not deliver. State that you are claiming a full refund for breach of contract, and advise them that if they don't refund you within 21 days, you will issue a Claim for the full amount, plus costs in the County Court.
If they have any brains, they will pay up asap - NO business, especially in todays economic climate, will want a County Court judgement listed against them. :fighting2:
VW HQ have now said that the complaint is now closed as I refuse to take my car back to them so there is nothing else they can do.
VW UK CS treated me in a similar fashion for the THREE formal complaints I made to them about my local VW stealer. :fighting: :fighting: