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Robinsons VW Van Centre Peterborough

Cloud Dodger

Cloud Dodger

VIP Member
Messages
110
Location
South Yorkshire
Vehicle
T6 Cali On Order
I think we made a reasonable offer, after they hit us with £2088 we offered:

£450 RFL (which we can then claim back unused months - seems fair and reasonable).
0.25 for the first 975 miles (the point at which the first defect was reported - seems fair and reasonable).
Total: £693.75

The dealer refused our offer outright, no negotiation and insisted on the £2088 deduction *or* they will quite happily take the van back and paint it, quote: 'in line with the requirements of the Consumer Rights Act 2015'.

Also the VW escalations team are also copied in on all emails, so VW are fully aware of what's happening.

The issue of a 'like for like' replacement is the problem, they cant replace it, so its either refund or repair and rejection email was sent just outside 30 days full refund period.
 
Last edited:
W

Wondering Star

Messages
82
Location
Cambridgeshire
Vehicle
T6 Beach 150
Disagree that this situation is only about financial loss, its emotional as well for all parties involved.
The purchaser has been put in a position not of his/her making and so has the dealership by accepting a substandard vehicle from the manufacturer. Perhaps it's time for Volkswagen to mediate and resolve this problem for all concerned because at present there's only lossers.
Surely the Manurfacturer/ dealership can absorb the £1335 and the purchaser accept the mileage charge.
Hopefully a replacement vehicle can be purchased and the summer enjoyed by all concerned.
 
Perfectos

Perfectos

VIP Member
Messages
1,101
Location
Hertfordshire
Vehicle
T6 Beach 150
I just don’t get where you coming from Tom, the goods were faulty and CD had no alternative but to use the vehicle until the dealer got their act together, why should he now be out of pocket, no alternative has been offered and no good will !
CD is the harmed party, why should he pay for the use of defective goods, when no other alternative was offered indeed the dealer refuted all claims to reject until VWuk got involved citing the loss of their revenue ( profit) as the reason, poor dealer!
If they had done thier job properly in the first place I could see your point, but they simply did not and therefore I fail to see why CD should pay a penny to the inept dealer, let them sort it out wholly with VW and possibly retain a future customer(s)
 
Perfectos

Perfectos

VIP Member
Messages
1,101
Location
Hertfordshire
Vehicle
T6 Beach 150
I think we made a reasonable offer, after they hit us with £2088 we offered:

£450 RFL (which we can then claim back unused months - seems fair and reasonable).
0.25 for the first 975 miles (the point at which the first defect was reported - seems fair and reasonable).
Total: £693.75

The dealer refused our offer outright, no negotiation and insisted on the £2088 deduction *or* they will quite happily take the van back and paint it, quote: 'in line with the requirements of the Consumer Rights Act 2015'.

Also the VW escalations team are also copied in on all emails, so VW are fully aware of what's happening.

The issue of a 'like for like' replacement is the problem, they cant replace it, so its either refund or repair and rejection email was sent just outside 30 days full refund period.
I presume the dealer will similarly compensate you for the loss of the vehicle whilst the extensive repairs are carried out !
And I presume will pay for an independent inspection post repair and if deemed less than perfect will offer a full refund ? Heads they win tails you loose !

I believe a court would look at your proposed resolution as being more than fair considering the circumstances
 
Cloud Dodger

Cloud Dodger

VIP Member
Messages
110
Location
South Yorkshire
Vehicle
T6 Cali On Order
Disregarding the deplorable way you have been treated, what do you think would be a reasonable deduction from your costs associated with the purchase for the use you have had of the vehicle?
I think we made a reasonable offer, after they hit us with £2088 we offered:

£450 RFL (which we can then claim back unused months - seems fair and reasonable).
0.25 for the first 975 miles (the point at which the first defect was reported - seems fair and reasonable).
Total: £693.75

The dealer refused our offer outright, no negotiation and insisted on the £2088 deduction *or* they will quite happily take the van back and paint it, quote: 'in line with the requirements of the Consumer Rights Act 2015'.

Also the VW escalations team are also copied in on all the latest emails, so VW are fully aware of what's happening.

The issue of a 'like for like' replacement is the problem, they cant replace it, so its either refund or repair and rejection email was sent just outside 30 days full refund period.
 
Amarillo

Amarillo

Tom
Top Poster
VIP Member
Messages
5,893
Location
Royal Borough of Greenwich
Vehicle
T6 Beach 150
I think we made a reasonable offer, after they hit us with £2088 we offered:

£450 RFL (which we can then claim back unused months - seems fair and reasonable).
0.25 for the first 975 miles (the point at which the first defect was reported - seems fair and reasonable).
Total: £693.75

The dealer refused our offer outright, no negotiation and insisted on the £2088 deduction *or* they will quite happily take the van back and paint it, quote: 'in line with the requirements of the Consumer Rights Act 2015'.

Also the VW escalations team are also copied in on all the latest emails, so VW are fully aware of what's happening.

The issue of a 'like for like' replacement is the problem, they cant replace it, so its either refund or repair and rejection email was sent just outside 30 days full refund period.
So in effect it boils down to the £1,300 first registration fee? I can see why both parties would find it difficult to foot that bill as it has gone straight to the exchequer.
 
Perfectos

Perfectos

VIP Member
Messages
1,101
Location
Hertfordshire
Vehicle
T6 Beach 150
I do wonder how much loss of business these appalling instances cost a dealer, and Peterborough are not alone in this type of appalling behaviour.
I would suggest many many sales are lost because the dealer refuses to do the right thing for the customer All for a couple £1000, a few on here have already decided not to continue their relationship with this dealer, which I applaud.

A dealer whom has had various Customer issues has posted on this forum in an attempt to regain the previous lost good will by customers, citing a change in management, it seems that people make or break the experiences. I similarly applaud the attempt to regain customer goodwill but question why it should come to this type of behaviour in the first place.

Short sited greed on the dealers part, leads to long term damage to existing and potential customers, more fool them.

Thankfully there are some good dealers out there.
That’s what makes the forum what it is a great Forum for exchange of experiences and information good, bad and indifferent
 
Amarillo

Amarillo

Tom
Top Poster
VIP Member
Messages
5,893
Location
Royal Borough of Greenwich
Vehicle
T6 Beach 150
I just don’t get where you coming from Tom, the goods were faulty and CD had no alternative but to use the vehicle until the dealer got their act together, why should he now be out of pocket, no alternative has been offered and no good will !
Again I don’t disagree. But that’s not what I’m on about.

There are three possible outcomes:
An agreement between the two parties.
The dealer imposing a resolution (probably a repaint).
An expensive court imposed resolution.

To me, an agreement is by far the best outcome. The difference between the two is about £1,300. If that can be reduced to zero we have an agreement. I think it is probably achievable.
 
Billywizz

Billywizz

VIP Member
Messages
314
Location
Suffolk
Vehicle
T6 Beach 150
Purchased our van from Robinsons last year, after reading this sorry saga I will not be returning.
Service due shortly so will use Bury St Edmonds.
What price is your reputation worth, more than £2000.00 I think!
Don’t let Bury wash your van, I think they washed mine with a Brillo pad. £400 later to correct the paint......(they did pay for it)
 
Rich20

Rich20

Living the dream
VIP Member
Messages
872
Vehicle
T5 Beach
If I were a dealer principle I would ensure my California salesmen were active on this forum using their specialist knowledge to build relationships and potential sales leads. Robinsons clearly believe sales will just come to them and that they do not have to work at looking after their customers. Good luck with an attitude like that.
 
Skylark2.0

Skylark2.0

The adventure with Starlight Expess begins
VIP Member
Messages
1,197
Location
Cambridgeshire
Vehicle
T5 SE 180 4Motion
Don’t let Bury wash your van, I think they washed mine with a Brillo pad. £400 later to correct the paint......(they did pay for it)
Bury St Edmunds is no longer a Cali specialist. They do have
a master Cali mechanic. I guess not a master van washer. I am gutted that it has changed. I only found out when I got there for the last service. Ipswich is a long way.
 
Billywizz

Billywizz

VIP Member
Messages
314
Location
Suffolk
Vehicle
T6 Beach 150
Bury St Edmunds is no longer a Cali specialist. They do have
a master Cali mechanic. I guess not a master van washer. I am gutted that it has changed. I only found out when I got there for the last service. Ipswich is a long way.
Oh I never knew that either, do you know which other dealers in the Suffolk/Norfolk area are?
 
Skylark2.0

Skylark2.0

The adventure with Starlight Expess begins
VIP Member
Messages
1,197
Location
Cambridgeshire
Vehicle
T5 SE 180 4Motion
There's Norwich. The Bury staff went to Ipswich which is too far for me
 
Cloud Dodger

Cloud Dodger

VIP Member
Messages
110
Location
South Yorkshire
Vehicle
T6 Cali On Order
The vehicle is due for collection tomorrow and a refund will be given minus £2088.

We are now hiring a vehicle (at our cost), no support from VW or the dealer regarding temporary vehicle. VW executive team did say they cannot dictate how the dealer support us with the rejection.

So we will not be paying for another VW vehicle in the near future.

In the last 10 years we had had, an ex demo Scirroco and I have bought two brand new Amarok's.

Totally put off the VW badge at present, cost us a lot of money because VW allowed a vehicle to leave the factory with paint defects.

When the inspector came to check the vehicle, I watched and made notes of what he was checking and photographing. He could not tell me his thoughts because VW were paying for the paintwork check.

After he left, I went and checked everything he checked, measured and photographed and found there were more paint defects that I had not spotted.

In my opinion, 7 panels need painting, not just 3 that I reported with defects.

I don't know where this 69 plate California will end up, either on a Robinsons VW forecourt or somewhere else in the dealer network, with or without paintwork rectified.

Bottom line is, we are 100% happy with the rejection, not so happy with the financial penalty.

We did seek legal advice and was told to take the offer and run......
 
Last edited:
Amarillo

Amarillo

Tom
Top Poster
VIP Member
Messages
5,893
Location
Royal Borough of Greenwich
Vehicle
T6 Beach 150
Bottom line is we are happy with the 100% happy with the rejection, not so happy with the financial penalty.

We did seek legal advice and was told to take the offer and run......
This has been a woeful tale of ineptitude by Robinson’s and VW.

I think that you will get a partial refund on your Vehicle Excise Duty.

Console yourself that at least you had some use, albeit tainted use, of your Beach, and try to put this whole sorry saga behind you.
 
BeagleMum

BeagleMum

VIP Member
Messages
354
Location
Wirral
Vehicle
T6 Beach 150
The vehicle is due for collection tomorrow and a refund will be given minus £2088.

We are now hiring a vehicle (at our cost), no support from VW or the dealer. We will not be paying for another VW vehicle in the near future.

In the last 10 years we had had, an ex demo Scirroco and I have bought two brand new Amarok's.

Totally put off the VW badge at present, cost us a lot of money because the factory allowed a vehicle to leave the factory with paint defects.

When the inspector came to check the vehicle, I watched and made notes of what he was checking and photographing. He could not tell me his thoughts because VW were paying for the paintwork check.

After he left, I went and checked everything he checked, measured and photographed and found there were more paint defects that I had not spotted.

In my opinion, 7 panels need painting, not just the 3 I reported with defects.

I don't know where this 69 plate California will end up, on a Robinsons VW forecourt or somewhere else in the dealer network, with or without paintwork rectified.

Bottom line is we are happy with the 100% happy with the rejection, not so happy with the financial penalty.

We did seek legal advice and was told to take the offer and run......
We are so sorry for the dreadful experience you’ve had with this vehicle & the dealer.
It’s unbelievable that you've been treated so appallingly. It‘s understandable you won’t want to purchase a VW again. It’s awful that VW have not done more to ensure the dealer acted in a fair & reasonable manner towards you, it must leave you with a very bitter taste.
 
2haw

2haw

VIP Member
Messages
863
Location
Essex
Vehicle
T6 Beach 150
The vehicle is due for collection tomorrow and a refund will be given minus £2088.

We are now hiring a vehicle (at our cost), no support from VW or the dealer. We will not be paying for another VW vehicle in the near future.

In the last 10 years we had had, an ex demo Scirroco and I have bought two brand new Amarok's.

Totally put off the VW badge at present, cost us a lot of money because the factory allowed a vehicle to leave the factory with paint defects.

When the inspector came to check the vehicle, I watched and made notes of what he was checking and photographing. He could not tell me his thoughts because VW were paying for the paintwork check.

After he left, I went and checked everything he checked, measured and photographed and found there were more paint defects that I had not spotted.

In my opinion, 7 panels need painting, not just the 3 I reported with defects.

I don't know where this 69 plate California will end up, on a Robinsons VW forecourt or somewhere else in the dealer network, with or without paintwork rectified.

Bottom line is we are happy with the 100% happy with the rejection, not so happy with the financial penalty.

We did seek legal advice and was told to take the offer and run......
Don’t forget to accidentally leave the rear deckchairs in the garage!
 
2haw

2haw

VIP Member
Messages
863
Location
Essex
Vehicle
T6 Beach 150
Along with the side blinds and if you bought a front mat, don’t forget to remove it..
Can you get away with removing the awning?? Removed mine before selling to Webuyanycar and sold on here for another £425!
 
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