VW trying to claim warranty isn’t a warranty after all

[LemonDrop]

I’ve taken an issue to the financial ombudsman about the warranty aspect of the “all-in-one” plan and Vw Financial Services are claiming the 2 year warranty that comes with it, isn’t a warranty at all but is a service plan (bs) and is therefore not covered by the financial ombudsman.

It damn well looks like a warranty to me (which is why I bought it) and I think VW are being really dodgy here by trying to get this thrown out and covered by the lesser motor ombudsman.

Anyone else have any issues with this or an opinion to share?

Happy to be proved wrong but don’t think I am.

 

[andyinluton]

Interesting doing a few quick searches, for cars its called the "all in service plan" and one of the benefits is the provision of two years warranty.

For commercial vehicles the scheme is just called "all in" and is actually one payment to cover a number of distinctly separate items as detailed below:

Two services

Provided by Volkswagen Commercial Vehicle Financial Services

Two MOT Tests

Provided by Volkswagen Commercial Vehicle Financial Services

Two years’ Roadside Assistance

Provided by the AA

Up to two years’ Warranty

Provided by Volkswagen Commercial Vehicles UK, administered by Volkswagen Commercial Vehicle Financial Services


Thats pretty clear to me that it is a "proper" warranty.


What are they saying isn't covered? there have been a few posts on here where things that one dealer has said are included have been turned down by another.

 

[LemonDrop]

My thoughts exactly. For them to claim it isn’t a warranty at all is laughable.

Basically when I took it out, the paperwork came through saying I was subject to a 30 day no claims period because I didn’t have a warranty in place, which I did (the original extended manufacturers warranty). So I emailed them and asked them to update their records and send me correct paperwork through. They mucked me about and still haven’t updated it - easy to resolve issue that they chose not to resolve - so I took it to the ombudsman for being missold a product (paying for full cover and then losing a month of cover). VW financial services attitude stinks and it’s the principal for me tbh.

 

[LemonDrop]

The thing is, this is a bigger issue than just mine because if the financial ombudsman upholds VWs claim that this particular product isn’t within their jurisdiction (because it isn’t a “proper” warranty i.e “as if it were” insurance) anyone else with a problem with the warranty aspect of the all in one plan won’t be able to use the financial ombudsman to deal with it and will have to rely on the motor ombudsman, who has much less clout.

 

[Keith Smith]

I had exactly the same issue with them. They said that because the all in warranty is an insurance based warranty it’s totally different to the manufacturer’s warranty. I made an official complaint but ultimately realised they weren’t going to budge. It must cost them more in hassle than it would to honour the warranty period in full.

 

[chockswahay]

They screwed me over by selling me a 2yr all in when I was still in warranty (previous owner took an extra year and I didn’t know). When I found that I had paid for 2 years but only got one they just told me to take a running jump In the end the dealer has offered a ‘part compensation’ which I have accepted as the ongoing grief is more than I have the time or the will to live for…….

 

[Alan Andrews]

When you signed up for the AIO, did you get an email from VW with the ts&cs? In there will be the definitions and details of what you bought from VW....and the terms of the warranty cover.

 

[LemonDrop]

I had exactly the same issue with them. They said that because the all in warranty is an insurance based warranty it’s totally different to the manufacturer’s warranty. I made an official complaint but ultimately realised they weren’t going to budge. It must cost them more in hassle than it would to honour the warranty period in full.

They are arguing that it ISN’T insurance based with me, was it the all in one product that you had issue with?

 

[LemonDrop]

When you signed up for the AIO, did you get an email from VW with the ts&cs? In there will be the definitions and details of what you bought from VW....and the terms of the warranty cover.

Yup and seems very clearly to be an actual warranty, from the t&cs.

It seems that VW will argue that black is white rather than admit any problems and they have zero concern for providing good customer service.

If and when we upsize to a a bigger camper or whatever I don’t think I’d go vw again just because of the contempt they seem to have for their very loyal customer base.

 

[gazlarge]

I’ve taken an issue to the financial ombudsman about the warranty aspect of the “all-in-one” plan and Vw Financial Services are claiming the 2 year warranty that comes with it, isn’t a warranty at all but is a service plan (bs) and is therefore not covered by the financial ombudsman.

It damn well looks like a warranty to me (which is why I bought it) and I think VW are being really dodgy here by trying to get this thrown out and covered by the lesser motor ombudsman.

Anyone else have any issues with this or an opinion to share?

Happy to be proved wrong but don’t think I am.

That all in warranty is not worth the paper its written on open up the drop down menu and im sure you will the see EGR not covered DPF not covered and lots of other important crucial parts are not covered but yet when we take out this all in warranty I was duped in to believing I had full vw warranty on my van and that couldn't be further from the truth . VW are just stealing our money when it comes to that warranty .

 

[Corradobrit]

Yup and seems very clearly to be an actual warranty, from the t&cs.

It seems that VW will argue that black is white rather than admit any problems and they have zero concern for providing good customer service.

If and when we upsize to a a bigger camper or whatever I don’t think I’d go vw again just because of the contempt they seem to have for their very loyal customer base.

Yes, it makes me laugh when they go all out promoting the Cali Universe and lifestyle and then when they have you, you're treated like garbage. Such an odd approach if you want to nurture customer loyalty and pride of ownership.

 

[Keith Smith]

They are arguing that it ISN’T insurance based with me, was it the all in one product that you had issue with?

Yes it was the all in warranty.

Their argument was they couldn’t see that I had a VW warranty so the all in warranty started on the day I took it out at the dealers, even though I still had a month of the VW warranty to run. The dealer should have advised me to wait until the existing warranty ran out but I don’t think they were aware of this anomaly.

This is what they emailed to me when I made an official complaint.

We at Volkswagen financial services would not be able to see what your current warranty would be on the vehicle as this is a warranty provided by the manufacturer directly, we had received an order for a Fixed Price Service Plan on the 5th March 2024 which is the same date we had activated this, we can not defer start dates of any FPS plan as they are activated at the point of sale.

As advised on the call to yourself I would be unable to comment on the conversation held at the point of sale as we are not physically present to evidence this, however, I have raised this to our internal development manager who will provided feedback to the retailer directly about the poor experience you have had.

My Decision

In light of the information above I am unable to uphold your complaint.

 

[Busdarren]

Good luck with dealing with any complaint against a dealer (aka stealer in many cases). Having been involved with VW vehicles for most of my adult life, this is an example for you: dealer didn’t treat me well for a minor problem. Complained to VW who promptly referred me to dealer. Complained to VW Germany who referred me to VW UK who referred me to dealer - all with same answer… sorry not their fault. A have a close friend who works for VW Germany and explained what would have happened should the matter have happened there and was astounded by VW UK response. Local independent specialist does much warranty and other work for local VW commercial garage and we often have a sorre giggles as he’s doing wonderfully out of it - either Vw dealer can’t cope and outsources to him, or we go to him direct for a better job!
Sorry but that’s more than an isolated difficulty of dealing with VW.
See you all at Busfest

 

[BIG C]

Hope I can add a different perspective for a balanced view of “All in” warranty. I have had three claims approved and completed. New media unit, two front springs, and ABS sensor. Saved me £2500. Warranty element cost less than £100 as part of all in package. Reality vs paperwork
Colin

 

[Holly]

Hope I can add a different perspective for a balanced view of “All in” warranty. I have had three claims approved and completed. New media unit, two front springs, and ABS sensor. Saved me £2500. Warranty element cost less than £100 as part of all in package. Reality vs paperwork
Colin

Yes, I too have had things replaced and fixed under the ‘All In’ warranty.. SOS warning fault, media unit updated as it wasn’t working properly, roof hydraulics bled due to roof dropping on one side, contribution to new bench seat base as springs failed.. I have had to argue my case but got there in the end each time. I actually find I get treated with more respect by Breeze in Totton than I ever did by garages when I had a car! Yet Another big advantage of having a van

 

[BIG C]

Yes, I too have had things replaced and fixed under the ‘All In’ warranty.. SOS warning fault, media unit updated as it wasn’t working properly, roof hydraulics bled due to roof dropping on one side, contribution to new bench seat base as springs failed.. I have had to argue my case but got there in the end each time. I actually find I get treated with more respect by Breeze in Totton than I ever did by garages when I had a car! Yet Another big advantage of having a van

Yes can also recommend Edinburgh Commercial Vehicles service centre Loanhead,, they always had to check with “all in” warranty administrator but I always felt they were on my side.
Colin

 

[Trojax]

For info when I was talking to my local dealer one thing they said was and I quote " we have even had an engine changed under the All IN warranty, and given what they have said to you I will watch out for the wording as its very clear to me
*Valid for vehicles aged 3 to 6 years, with a 2.0L engine or less and under 100,000 miles at activation. Eligibility criteria and exclusions apply. Excludes electric vehicles and vehicles with an existing service plan. Vehicles that have been out of a warranty (that has been provided by Volkswagen Commercial Vehicles UK or Volkswagen Commercial Vehicles Financial Services) for more than 30 days will have a no-claim period of 30 days at the start of their policy. The All-in Warranty does not cover any vehicle already covered under any other guarantee, insurance, warranty and/or gesture of goodwill.

 

[Wannabecamperman]

To my eyes, it's a service plan with a warranty element. The word, 'warranty' is present, so they are splitting hairs claiming it's 'insurance-based' versus a full warranty.

Nasty buggers trying to sell it but not deliver claims when made.

 

[LemonDrop]

For info when I was talking to my local dealer one thing they said was and I quote " we have even had an engine changed under the All IN warranty, and given what they have said to you I will watch out for the wording as its very clear to me
*Valid for vehicles aged 3 to 6 years, with a 2.0L engine or less and under 100,000 miles at activation. Eligibility criteria and exclusions apply. Excludes electric vehicles and vehicles with an existing service plan. Vehicles that have been out of a warranty (that has been provided by Volkswagen Commercial Vehicles UK or Volkswagen Commercial Vehicles Financial Services) for more than 30 days will have a no-claim period of 30 days at the start of their policy. The All-in Warranty does not cover any vehicle already covered under any other guarantee, insurance, warranty and/or gesture of goodwill.

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Thanks for this, i believe it is a warranty as it covers unexpected mechanical failures. What vw financial services are saying is that it isn’t really a warranty, it is a service plan that covers routine maintenance issues. This is contradictory to their own t&cs which states “unexpected mechanical failure”. I am pretty sure the reason they are arguing this pretty meaningless to them case, is that it would set a precedent to others to be covered by the financial ombudsman. The financial ombudsman initially agreed with me that the warranty aspect of the all-in-plan is under their jurisdiction and VW Financial Services then challenged this so I’m waiting to find out their decision. They can’t give a timeframe for this apparently so who knows what is going on

 

[LemonDrop]

To my eyes, it's a service plan with a warranty element. The word, 'warranty' is present, so they are splitting hairs claiming it's 'insurance-based' versus a full warranty.

Nasty buggers trying to sell it but not deliver claims when made.

They’re actually saying this warranty ISN’T really a warranty because proper warranties are “as if” you are covered by insurance and this one isn’t.

Still splitting hairs though!

 

[Trojax]

For anyone looking at this and reading the T&C it is 100% an insurance backed warranty that's why VW finical services are selling it. They are correct that its not the same as a Factory warranty as one goes to VW for a decision and the other goes to VWFS for a decision, they are both warranty's but are administered by separate parts of VW........But for consumers the upto 2 years warranty is pretty clear

 

[LemonDrop]

For anyone looking at this and reading the T&C it is 100% an insurance backed warranty that's why VW finical services are selling it. They are correct that its not the same as a Factory warranty as one goes to VW for a decision and the other goes to VWFS for a decision, they are both warranty's but are administered by separate parts of VW........But for consumers the upto 2 years warranty is pretty clear

Agree. However the financial ombudsman are still considering VWFS challenge to this despite me drawing attention to the t&cs etc. Once made, their decision about what is and what isn’t under their jurisdiction cannot be challenged - so watch this space.

 

[Velma's Dad]

Good luck. I hope the ombudsman applies the well-used legal dictum: "Si anas et ambulat sicut anas et pharmacopolam circumforaneum sicut anetum est anetum"*

* If it looks like a duck and walks like a duck and quacks like a duck... it's a duck.

 

[andyinluton]

Yes it was the all in warranty.

Their argument was they couldn’t see that I had a VW warranty so the all in warranty started on the day I took it out at the dealers, even though I still had a month of the VW warranty to run. The dealer should have advised me to wait until the existing warranty ran out but I don’t think they were aware of this anomaly.

This is what they emailed to me when I made an official complaint.

We at Volkswagen financial services would not be able to see what your current warranty would be on the vehicle as this is a warranty provided by the manufacturer directly, we had received an order for a Fixed Price Service Plan on the 5th March 2024 which is the same date we had activated this, we can not defer start dates of any FPS plan as they are activated at the point of sale.

As advised on the call to yourself I would be unable to comment on the conversation held at the point of sale as we are not physically present to evidence this, however, I have raised this to our internal development manager who will provided feedback to the retailer directly about the poor experience you have had.

My Decision

In light of the information above I am unable to uphold your complaint.

Am I right in thinking that this just boils down to : you have spent considerable effort & involved the Financial ombudsman because you've made a mistake & bought a 24 service plan that comes with a warranty that overlapped with your existing warranty by a month & The dealer won't won't give you a refund?

Even if the warranty was as much as 50% of the cost, you've lost £20, is it really worth the effort?

 

[Wannabecamperman]

Am I right in thinking that this just boils down to : you have spent considerable effort & involved the Financial ombudsman because you've made a mistake & bought a 24 service plan that comes with a warranty that overlapped with your existing warranty by a month & The dealer won't won't give you a refund?

Even if the warranty was as much as 50% of the cost, you've lost £20, is it really worth the effort?

I suspect it's a PRINCIPLE. rather than mathematical gain he's after, and rightly so in my view.

Principles and standards must be maintained in polite society.