Claiming costs under warranty

[MrsDarcy]

Hi all,

We noticed last week water was coming into our 2012 SE above the drivers side.

To cut a long story short VW have diagnosed a hole and on enquiry the warranty for previous work (on roof) runs out on 24 June 21. However it looks as though SMG arnt going to accept responsibility and pay up easily.

Has anyone else had a similar experience? Any advice would be so much appreciated

Mrs D x

 

[WelshGas]

Hi all,

We noticed last week water was coming into our 2012 SE above the drivers side.

To cut a long story short VW have diagnosed a hole and on enquiry the warranty for previous work (on roof) runs out on 24 June 21. However it looks as though SMG arnt going to accept responsibility and pay up easily.

Has anyone else had a similar experience? Any advice would be so much appreciated

Mrs D x

A little more information? What work did SMG do?
If it was warranty for the roof corrosion then SMG are acting as agents for VWUK Commercial, so I would suggest getting in contact with VWUK Customer services.
Did you go back to SMG with the problem?

 

[MrsDarcy]

We did. They said they only acted as an intermediary during the recall and the work was carried out by SMG Tonbridge. They also advised to get in touch with VW Customer services to see if they are willing to cover part of the cost. Which trying to o but easier said than done.

With the weather that we have been having, my husband has already booked for the work to be done so not to allow the damage to extend further. We are chasing up with VW customer services in the mean time. We are disappointed with the lack of accountability from the VW dealer. The ones near us, JCB group in Ashford have been more helpful on the matter even though they weren’t involved with the recall in the first place.

Basically it is the seal so the pop up roof will need to be removed and re-sealed.
The part is fairly cheap but the labour might come in at a lot.

any more thoughts or advice?

 

[MrsDarcy]

Seeing if I can “bump” this up, beside ourselves with what to do. Can anyone give some input?

 

[BigJohn]

Sorry, can't help, but interested to know how you get on as we have a Cali on order from SMG Tonbridge and understood them to be pretty good.

 

[MrsDarcy]

Sorry, can't help, but interested to know how you get on as we have a Cali on order from SMG Tonbridge and understood them to be pretty good.

They may well be of course but clearly wasn’t interested in our situation. Enjoy your new Cali x

 

[AlisonF]

So sorry you are having this nightmare.
As @WelshGas asked above - Are you able to give more detailed information about what work was carried out for the roof repair (and when). Whilst what was done is under warranty to until June 21. Without knowing the details it is hard for others to comment.
Pics of before and after may also help if you have them.

 

[Lightning]

They probably have legal obligations under the Consumer rights act. I recently used a paragraph of the CAB advised wording in an email, and my faulty Brompton was subsequently replaced without further discussion.

If you're unhappy about poor service

What to do if you're unhappy with poor service, what your rights are, what to say to the trader, how to get your money back, how to take the complaint further.

www.citizensadvice.org.uk

 

[MrsDarcy]

Hi all, and thank you for your replies.

Will post pictures and keep you all posted on progresses. Picking out the ones from the video that will give the most info.

After talking to SMG Croydon we got in touch with Summers Motors in Biddenden. This is the VW approved auto body shop used by JCB Ashford van centre during the recalls for the roofs, and anything related.

To our surprise they said this is not the type of work they can carry out and have given us the details of another place CMC Camper Shop in Hythe who specialise in pop up roofs and do them for Transporter conversions. I have been in touch and sent them the details. I’ve heard of them before and have a great reputation.

However, I did get in touch with VW UK customer care. They seemed very helpful and asked who I had spoken to at both SMG and JCB van centres. They have all the details of the previous work carried out and the latest report from JCB. A case worker will be in touch within two working days (but it’s raining so much here).

I mentioned that I am looking for a place to repair this myself but their advise was to cover it up or take it to a van centre to keep it dry whilst they try and get things sorted out. Sounds really promising but let’s wait and see, I’m not sure it’ll come to anything yet.

 

[MrsDarcy]

A little more information? What work did SMG do?
If it was warranty for the roof corrosion then SMG are acting as agents for VWUK Commercial, so I would suggest getting in contact with VWUK Customer services.
Did you go back to SMG with the problem?

Thank you @WelshGas - we followed the advise and got in touch with VW Customer Care - let’s see how it develops. Will keep you posted

 

[Alan Andrews]

We did. They said they only acted as an intermediary during the recall and the work was carried out by SMG Tonbridge. They also advised to get in touch with VW Customer services to see if they are willing to cover part of the cost. Which trying to o but easier said than done.

With the weather that we have been having, my husband has already booked for the work to be done so not to allow the damage to extend further. We are chasing up with VW customer services in the mean time. We are disappointed with the lack of accountability from the VW dealer. The ones near us, JCB group in Ashford have been more helpful on the matter even though they weren’t involved with the recall in the first place.

Basically it is the seal so the pop up roof will need to be removed and re-sealed.
The part is fairly cheap but the labour might come in at a lot.

any more thoughts or advice?

Unfortunately you may discover that VW will duck out of the claim because you have already authorised the work to rectify the problem. They may argue that it was for you to report the problem and for them to inspect and to decide on any resolution.

We have had this response on another issue.

 

[ArunAlec]

Unfortunately you may discover that VW will duck out of the claim because you have already authorised the work to rectify the problem. They may argue that it was for you to report the problem and for them to inspect and to decide on any resolution.

We have had this response on another issue.

Sadly I think you are correct. Before going ahead yourself I believe you have to have written to VW and stated clearly that unless they resolved the issue within a stated timescale then you would have the work carried and expect them to reimburse you, probably ending up in court!
Based on previous posts, the responsibility for the warranty on these roof repairs appears to have been discharged by VW onto the repairing workshop.

 

[Ch1pbutty]

All of course could have been avoided if VW had supplied their vans with roof that was fit for purpose in the first place! Rather than 'fixing' it under warranty and then trying to escape any responsibility when their nominated repairer might not have carried out the original repair properly.

If your house roof failed after a repair and there is water coming in, of course you will take steps off your own back to carry out an emergency repair, rather than leaving it with water coming in and waiting months for the original repairer to make a decision.

I would seek legal advice (CAB as 1st stop) as the way you have been treated is totally unacceptable.

 

[Perfectos]

All of course could have been avoided if VW had supplied their vans with roof that was fit for purpose in the first place! Rather than 'fixing' it under warranty and then trying to escape any responsibility when their nominated repairer might not have carried out the original repair properly.

If your house roof failed after a repair and there is water coming in, of course you will take steps off your own back to carry out an emergency repair, rather than leaving it with water coming in and waiting months for the original repairer to make a decision.

I would seek legal advice (CAB as 1st stop) as the way you have been treated is totally unacceptable.

You actually have an obligation to your insurer to prevent further damage. it is not unreasonable to investigate and try and prevent water from entering your van causing further damage.