Mis-sold finance agreement

Friendly and helpful staff

I am writing to raise a formal complaint about the unacceptable service I have received from your dealership. I purchased my car from you and have had it serviced exclusively at your branch since new, so I am extremely disappointed by the deterioration in service standards.I recently left my car with your team for two days (separate days) due to a very obvious rattling noise. Despite this, I was informed that the engineer “could not hear anything,” which is simply not credible and suggests a lack of proper investigation.More concerning was the behaviour of the staff member at the service desk. He was not wearing Volkswagen uniform and he raised his voice at me, blaming me for not requesting a test drive on my second visit—even though the issue had already been clearly described. His manner was unprofessional, dismissive, and completely unacceptable for someone representing your dealership.I was also told that unless I paid £180 for diagnostics, nothing further could be done. This attitude of shifting responsibility onto the customer is concerning, especially given the history of servicing my vehicle with you from new.This experience has severely damaged my confidence in your dealership and, frankly, in the Volkswagen brand as a whole. I would appreciate:1. A proper investigation into why the noise was not diagnosed.2. A full explanation for the behaviour of the service desk staff member.3. Confirmation of the steps you will take to correct this situation.4. A diagnostic inspection at no additional cost, given the circumstances.I look forward to your prompt response and a suitable resolution.

The salesman was attentive and very helpful he listened and gave me great advice

We were mis-sold our PCP. The salesperson stated we could change the car after 2 years, but the agreement has no viable exit point and has left us in negative equity. This was a clear misrepresentation of the product at point of sale.

I took my car to Volkswagen Battersea for because there are two problems1. The right tyre is keeping losing pressure after a new tyre was installed by Battersea garage , but the VHC attached report indicated there is no problem with the tyre and suggest me to take the car back while waiting for the extend warrantly being processed ,5 days since I took the car back the pressure warning come up again and the pressure drop to 0.55 bar . I called the garage again yesterday 2 dec but the garage said the person responible for my case in on in the office , I am very frustrated my the poor service I received from the VW and now I got stuck and I cannot use my car at all only because I believed in VW service to change the tyre2. The original EPC problem still haven’t been resolved as the garage said it take 2 days to process the extend warranty but after 6 days and I yet to received a phone call from the garageNow I am extremely frustrated with the situation and I will not purchase any product from VW as there is no service provided if the car any problem occurs , worst of all regarding the tyre installation from causing me not to able to use my car at allAt this point I am yet get a call back from and they promise to call back and it is highly likely they will not call back at all as I have the same experience before with the same garage

Dear sirI took my car to Volkswagen Battersea for because there are two problems1. The right tyre is keeping losing pressure after a new tyre was installed by Battersea garage , but the VHC attached report indicated there is no problem with the tyre and suggest me to take the car back while waiting for the extend warrantly being processed ,5 days since I took the car back the pressure warning come up again and the pressure drop to 0.55 bar . I called the garage again yesterday 2 dec but the garage said the person responible for my case in on in the office , I am very frustrated my the poor service I received from the VW and now I got stuck and I cannot use my car at all only because I believed in VW service to change the tyre2. The original EPC problem still haven’t been resolved as the garage said it take 2 days to process the extend warranty but after 6 days and I yet to received a phone call from the garageNow I am extremely frustrated with the situation and I will not purchase any product from VW as there is no service provided if the car any problem occurs , worst of all regarding the tyre installation from causing me not to able to use my car at allAt this point I am yet get a call back from and they promise to call back and it is highly likely they will not call back at all as I have the same experience before with the same garage

I have received an unsolicited text message from your organisation. Please remove my details from all marketing and communication lists and ensure that my personal data is deleted from your systems in accordance with my rights under the UK GDPR.

Polite and helpful....

I am writing to formally request termination of my current agreement relating to the purchase of the 72-plate Volkswagen Tiguan Allspace.When purchasing the Allspace, I part-exchanged my previous vehicle, a Nissan Qashqai, and paid an additional £3,261.56. Volkswagen also settled the outstanding PCP balance on the Qashqai (approximately £14,000). At the point of sale, I also purchased an extended warranty, dents and alloy cover, and a service plan. I repeatedly asked for a copy of the service history and was eventually advised that the vehicle did not come with a physical record, and that service information would be available online.Approximately eight weeks after taking ownership, the engine warning light illuminated. I immediately booked the vehicle into your Volkswagen workshop for 14th October. I remained at the dealership that day, expecting the repair to be completed, but was informed late in the afternoon that the fault could not be identified. I was provided with a courtesy car (a Volkswagen Polo) and told that further investigation would take place the following Monday.When I did not receive an update, I contacted the service desk on the Tuesday. I was informed by Manu, my service point of contact, that the mechanics were still unable to identify the cause of the fault and were consulting with the manufacturer. I explained that the Polo was too small for my family, as I require two car seats. Manu arranged for a larger courtesy vehicle to be delivered to my home. A 75-plate Tiguan was delivered on 21st October, which I have been using since.Over the past month, I have been made aware that the previous owner of the Allspace had been part of the Motability scheme and that—unbeknownst to the dealership at the time of sale—the engine had been replaced by Motability with a non-Volkswagen engine. As a result, the engine fault cannot be diagnosed or repaired through normal Volkswagen diagnostic processes.I spoke with Peter Williams in Sales during the week commencing 10th November. He was not aware of the full history of the issue. I explained that I wished to end the agreement and obtain a replacement vehicle. He informed me that the matter had been escalated to senior managers, who were in discussions with Motability regarding responsibility for repairs, and that I would need to wait for a resolution.This situation has caused significant inconvenience. I only sold my Qashqai because my husband recently passed his driving test and we required an automatic vehicle. We have three children aged 15, 7 and 4. While we appreciate the courtesy car, we remain mindful of the £500 excess associated with the insurance, and as a new driver my husband is reluctant to use the vehicle for fear of any minor damage.After seeking advice, I understand that under the circumstances I am fully entitled to request termination of the agreement and reject the vehicle.Consumer Rights Act 2015 – Failure to RepairAs the fault occurred within the first six months, it is legally presumed to have been present at the time of sale. You have had a reasonable opportunity to repair the vehicle (over six weeks), and the fault remains unresolved. This means the vehicle has not been supplied in a satisfactory condition, fit for purpose, or as described.I am therefore formally exercising my right to reject the vehicle.I request:1. A full refund of the £3,261.56 I paid;2. Termination of the current agreement; and3. A new agreement for a replacement vehicle, should Volkswagen wish to proceed.Financial Conduct Authority (FCA) – Treating Customers FairlyAs this is a regulated finance agreement, FCA TCF principles apply. Expecting me to continue within an agreement for a vehicle that is unfit for purpose and cannot be repaired constitutes a breach of:• TCF Outcome 1 – Customers must be treated fairly;• TCF Outcome 6 – Customers must not face unreasonable barriers when seeking to exit a product.WarrantyThe vehicle is still within its warranty period. As the fault cannot be repaired despite extensive time in the workshop, a replacement or termination is the appropriate and necessary outcome.Resolution RequestedGiven the above, I request:• Immediate termination of the agreement for the defective vehicle;• A full refund of my £3,261.56 contribution;• Support in arranging a replacement vehicle or new agreement, if Volkswagen wishes to retain me as a customer.As the vehicle has now been unavailable for almost as long as I owned it, I require written confirmation of your proposed resolution within 7 days. With Christmas approaching, I am keen to resolve this matter promptly and amicably. Should this not be possible, I will have no option but to escalate the complaint to the Financial Ombudsman Service and seek redress through my statutory rights.