Skip advert
Advertisement

Watchdog: Owner left frustrated by ‘unclear’ servicing plan

Owner unhappy after finding VW Tiguan needs maintenance not included in all-inclusive deal

After splashing out on a new car, many buyers also opt for a service plan to cover the recommended maintenance for the next few years. For either a one-off fee or set monthly payments your car will remain fully serviced, and in return you won’t encounter unexpected bills when visiting the garage.

Advertisement - Article continues below

Except this isn’t always the case. Reader Steve Anderson contacted Auto Express after he discovered the service plan on his 2013 VW Tiguan didn’t cover all the servicing expenses. He found he’d have to pay more to keep his car in line with VW’s standards.

Steve, from North Dalton, East Yorks, told Auto Express he bought the plan from Des Winks Volkswagen in Scarborough after being assured it “included all the recommended routine servicing required” and he wouldn’t have to worry about any extra bills.

To Steve’s surprise, after his second service, he was told next time his car was booked in he would have to pay for his air-con to be regassed, and the gearbox and Haldex coupling oil to be changed.

Steve told our sister site Auto Express: “The dealer told me these would be chargeable to me, but then agreed they are jobs recommended by VW. However, the plan I bought clearly says it includes all recommended routine servicing. How confusing is this?”

Auto Express contacted VW to investigate, and it initially directed them to the terms and conditions which state the service plan does not include the Haldex oil change or the air-con regas.

Steve told them: “This is precisely the point; the service plan doesn’t include things which VW clearly recommends, despite the plan being advertised as covering all recommended servicing.”

A VW spokesman explained: “We believe the wording on our website in relation to what is covered by the plan remains clear and unambiguous. We will, however, take steps to contact Mr Anderson and, with the support of the retailer in question, work to resolve this matter to his satisfaction.”

Steve said: “The Haldex oil was changed at the third service, and it didn’t cost me anything – but only because the dealer did this at its cost. It thought the terms are ‘far from clear’. So it’s strange how VW thinks its wording is clear, when it clearly isn’t.”

See our most recent Watchdog cases here.

Skip advert
Advertisement
Skip advert
Advertisement

Recommended

Hot car deal: cut your fuel bills with the Volkswagen Tiguan PHEV for just £300 a month
VW Tiguan front quarter
Deals
19 Jun 2024

Hot car deal: cut your fuel bills with the Volkswagen Tiguan PHEV for just £300 a month

Volkswagen Tiguan review – family SUV with a trusted formula
Volkswagen Tiguan drive
In-depth reviews
13 Jun 2024

Volkswagen Tiguan review – family SUV with a trusted formula

Volkswagen ID.2all concept previews one of several new budget EVs from VW Group
Volkswagen ID.2all concept show car front 3/4
News
29 May 2024

Volkswagen ID.2all concept previews one of several new budget EVs from VW Group

Volkswagen T-Cross review – a well-equipped small SUV
Volkswagen T-Cross
In-depth reviews
15 Apr 2024

Volkswagen T-Cross review – a well-equipped small SUV

Most Popular

Porsche Macan Electric now £2,600 cheaper thanks to new entry-level model
Porsche Macan 4S Electric front quarter
News
16 Jul 2024

Porsche Macan Electric now £2,600 cheaper thanks to new entry-level model

Kia Sorento review – a great SUV now made even better
2024 Kia Sorento UK drive
In-depth reviews
19 Jul 2024

Kia Sorento review – a great SUV now made even better

2024 Hyundai Ioniq 5: updated EV is now even cheaper
Hyundai Ioniq 5 2024 front quarter
News
18 Jul 2024

2024 Hyundai Ioniq 5: updated EV is now even cheaper

Tips & advice

View All
Car dashboard warning lights: the complete guide
Car dashboard symbols and meanings
Tips and advice
26 Mar 2024

Car dashboard warning lights: the complete guide

Electric car charging stations: public networks, charger types, apps and maps
Charging station
Tips and advice
23 Jul 2024

Electric car charging stations: public networks, charger types, apps and maps

PCP vs HP – which type of car finance is right for you?
PCP vs HP
Tips and advice
17 May 2022

PCP vs HP – which type of car finance is right for you?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
21 Mar 2024

Average speed cameras: how do they work?

Best cars

View All
Top 10 best car interiors
Peugeot 208 hatchback
Best cars
25 Jun 2021

Top 10 best car interiors

Top 10 best electric cars 2024
Best electric cars
Best cars
16 May 2024

Top 10 best electric cars 2024

Top 10 best cheap-to-run cars 2024
The best cheap-to-run cars 2023
Best cars
2 Jan 2024

Top 10 best cheap-to-run cars 2024

The UK's top 10 fastest hot hatchbacks 2024
Fastest hot hatchbacks hero
Best cars
2 Jan 2024

The UK's top 10 fastest hot hatchbacks 2024