Audi Say I need to pay service but I have a service plan

[deames98]

Not sure if this is the area for advice, but it’s Audi related.
Disclaimer: I love my Audi and I have no issues with it whatsoever

So I bought my Audi second hand in January (2017 plate A4)
The car needed servicing so I looked online at Audi and it said the car has a service place, presumably from the previous owner (picture attached).
Had the car serviced today and they said I need to pay because their system says there isn’t any service plan attached to the car.
They said they couldn’t give me the car back but I said I’m not leaving without MY car that I’ve paid for if your systems are wrong.

Service agent said she will speak to her boss on Monday and they’ll be in touch.

My question is, what legal basis do I have to stand on since I have proof their website says there is a service plan attached with the car

Note: I’ve changed the reg since buying the car but even with the new reg, the website still says there is a service plan.

Anyone else had this experience?

[The Rotrex Kid]

Have you got any paperwork to show it has a service plan?

What's that little '?' next to 'you have a service plan'? Probably says something like 'check your service plan is still active blah blah blah'

It likely had a service plan linked to a finance agreement for the previous owner which has now expired.

[deames98]

Thanks for your reply.
There’s no paperwork to say there is a service plan but I bought the car from a garage not from an Audi dealer. After clicking the question mark it says the centre will confirm the service plan, but I never received anything from the dealer. I did ring up the first time I booked to cancel and did ask whether it was still active and they said that if it says online that it does then it will.

I’m assuming that’s the case but if it has expired then they shouldn’t show it as “included” if it’s not included. Plus they shouldn’t confirm it to me if that’s not the case.

If I had known they would charge me I would have taken it elsewhere

[stevemcs]

Did you not confirm it was covered under service plan before leaving the car with them ? what does Audi customer services say ?

[deames98]

There was no talk of service plans, only them try to sell me the new all in plan for the next 2 years. Spoke to customer services and they are going to look into it but I seems to be an issue with the website and it shouldn’t say that I have a service plan if I don’t 🤷‍♂️

[The Rotrex Kid]

deames98 said:

Thanks for your reply.
After clicking the question mark it says the centre will confirm the service plan, but I never received anything from the dealer.

It would probably have been a good idea to have checked this when you dropped the car there.

[deames98]

We’ll I originally booked earlier but had to ring up and cancel, but when I rang up to cancel I did ask and they said it would be covered if the website says it is

[The Rotrex Kid]

deames98 said:

We’ll I originally booked earlier but had to ring up and cancel, but when I rang up to cancel I did ask and they said it would be covered if the website says it is

I'm quite surprised they didn't ask you how you were paying when you dropped it off.

[deames98]

I’ve never taken a car to be serviced before, always had a family member do it for but since I was under the impression it was free I took it to Audi, so I wouldn’t know if they normally do or not unfortunately

[Trevor555]

deames98 said:

Service agent said she will speak to her boss on Monday and they’ll be in touch.

Have they kept hold of your car then?

[deames98]

Trevor555 said:

Have they kept hold of your car then?

No I’ve got it back but their manager is going to ring me on Monday apparently.
The service agent said they might get in trouble for giving me the car back but it’s not their fault, but it’s not mine either if their website is incorrect and says something that’s not true

[Trevor555]

deames98 said:

Trevor555 said:

Have they kept hold of your car then?

No I’ve got it back but their manager is going to ring me on Monday apparently

Ok

I heard of garages threatening to NOT release a car to someone, but not spoken to anyone who's actually experienced being made to walk home.

Anyone?

[deames98]

Trevor555 said:

Ok

I heard of garages threatening to NOT release a car to someone, but not spoken to anyone who's actually experienced being made to walk home.

Anyone?

That was my concern when they said I would have to pay. Surely they wouldn’t be able to anyway if you own the car and need it? Maybe if you for some reason refused with no valid reasoning?

[Trevor555]

deames98 said:

Trevor555 said:

Ok

I heard of garages threatening to NOT release a car to someone, but not spoken to anyone who's actually experienced being made to walk home.

Anyone?

That was my concern when they said I would have to pay. Surely they wouldn’t be able to anyway if you own the car and need it? Maybe if you for some reason refused with no valid reasoning?

Not sure.

We'd have to ask one of the legal experts on here.

Cannon Fodder might know, seems pretty clued up on these types of things.

Perhaps ask a MOD if they can move your thread to the "speed, plod, & the law" section.

Edited by Trevor555 on Saturday 14th May 14:40

[Dr G]

Service plan needs to be transferred to your name. Not in your name then you can't use it.



With the service already done and the plan not transferred you've little chance of getting it free.

Advice: pay now, call Audi UK, tell them you forgot to transfer, and ask if possible to have it reimbursed.

[deames98]

Dr G said:

Service plan needs to be transferred to your name. Not in your name then you can't use it.



With the service already done and the plan not transferred you've little chance of getting it free.

Advice: pay now, call Audi UK, tell them you forgot to transfer, and ask if possible to have it reimbursed.

Thanks for the reply. I will most likely have to pay, and make a complaint to try and claim it back. Very annoying that they told me I could use it over the phone, clearly they don’t know their own terms and conditions.

[The Rotrex Kid]

Dr G said:

Advice: pay now, call Audi UK, tell them you forgot to transfer, and ask if possible to have it reimbursed.

Personally I wouldn't pay right now. The dealer will invoice Audi at a different rate to a retail customer so Audi will be less likely to want to pay it if you have already paid it.

Best to speak to customer services ASAP monday, explain the situation and let them sort it out with the dealer directly. The dealer can invoice Audi directly and it's all sorted.

[Sheepshanks]

The Rotrex Kid said:

Personally I wouldn't pay right now. The dealer will invoice Audi at a different rate to a retail customer so Audi will be less likely to want to pay it if you have already paid it.

Yes - oil and inspection service on the service plan was invoiced to VWFS at £110 for wife's Tiguan. That's twice I've been given the invoice when I'm sure they're not supposed to.

If you're a paying customer they tell you it's a major sevice and it's around £350. I imagine Audi prices are a little higher.

[ninjag]

I wouldn't pay just yet because once you do they will no longer care. In my experience AUDI HQ are pretty bad.

No surprise that AUDI are being misleading, it's the same with their service history claiming to be complete despite the critical DSG fluid not being done.

You've been mislead and inconvenienced. At the very most I would expect them to pick up most of the tab and you only paying a token gesture.

As for threatening to keep your car, I believe they can and it's called lien. Remember, they allowed you to take your car away and you didn't take it without authorisation.

[lb3nson]

If you did not agree a price up front it’s as much the dealerships fault as it is yours.
Did you sign any document to agree to the servicing cost?