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Lifelong Motorhead
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I'm amazed at the number of Touareg owners on this forum who've needed to get a full refund, far more than the previous cars I've owned despite broadly similar annual sales - whether this is simply down to CRA 2015, inherent issues with the Touareg or inherent issues with dealers I don't know.
 

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Mechanical Guru
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I think you've given in way too easily! It's Parkway you should of been dealing with as far as I know. When I've needed to reject a car in the past, on advice from here I've dealt directly with the supplying dealer.
I imagine Cass will chime in at some point as he has experience of dealing with this kind of thing.
 

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Discussion Starter · #23 ·
For clarity -

Vehicle currently with trusted local VW dealer (not the supplying dealer), who have been great.

I have verbal and written agreement from Parkway (the supplying dealer) on the following -

Logbook and spare key will be handed over to the local VW dealer in the morning. The vehicle is being collected by Parkway who have agreed (the Sales Manager and MD) to release a full refund as soon as their driver arrives. They have also agreed to repay insurance policy costs, but that is it.

Apparently the service care plan I purchased online (and pay monthly directly to VW) is not transferable. I assume that I will need to ask for that to be refunded, or deducted from the new service care plan I will start for the new vehicle.

The fact is that - Parkway supplied a product that my local VW dealer cannot complete warranty work on, which renders it useless.

The priority now is getting a refund and getting in a new vehicle.
 

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Your contract is indeed with the selling dealer Parkway and all redress should be via them. If you are getting a full refund and all costs recovered, then that’s an acceptable outcome. With regards to the service plan taken out at the time of purchase, that’s supplied by VW and not the dealer, however getting a refund or having an equivalent deal set up on a like for like basis, should be the least you can expect.

Your trusted dealer should be able to carry out any VW warranty work but clearly Parkway have taken the decision to limit their involvement and simply take the car back. This is the cleanest and less complicated way to deal with it as often disagreements will appear - dealers don’t want to u fermi e each other. The law is also clear on where redress lies and that’s always with the selling dealer.

In my case (almost 9 years ago now) my consumer rights were covered by the Sale of Goods Act 1979, however the Consumer Rights Act 2015 is the current legislation for purchases dispute and consumer rights issues.

When I rejected my new factory order Treg Altitude in 2012 and it went back to VW (it was a misbuild by the factory in Bratislava, Slovakia), my replacement Treg Altitude was also sub-standard (faulty door panel construction and paintwork defect), so I rejected that. After some months of arguing and with the replacement car standing unused on my drive, I eventually got a full refund of all my expenditure (less a deduction for about 4000 miles @ .30p/mile of use on the misbuild car) - this was fair and VW UK refused to budge on this.

I was told by my broker (who had facilitated the initial purchase) that it actually cost the the supplying dealer money and unsurprisingly they didn’t want my business, so I bought my current R-Line from another dealer referred by the same broker. Both rejected cars were subsequently sold on by the dealer.

I involved VW Customer Care throughout the process but when the replacement car was supplied, they effectively ended their support and referred me back to the dealer. This resulted in an impasse and some months of arguing, however it was eventually resolved when the dealer agreed a full refund and collected the replacement car.

My refund expenses included the costs involved in (twice) transferring a personalised plate via the DVLA, replacement nunber plate costs, RFL, service plans, dealer and manufacturer discounts, accessories (rubber mats/rear load liner kit/mud-flaps which could not be fitted to the Altitude model), detailer and dent removal specialist inspection reports, independent engineer inspection and report.

I lost out when buying my R-Line in 2013 to the lesser VW discount on offer at the time (probably about £2k as the incentive on the Altitude was £5k and only £3k on the R-Line as it was a newer model which replaced the Altitude in 2013).

Overall I was satisfied with the outcome. The months of hassle with the dealer and VW weren’t something I’d want to repeat, however the stance that VW took over the replacement car reinforced the fact that your rights and contract are with the supplying dealer.

I’d reiterate the points about keeping your relationship with the dealer on a cordial and professional level, document every conversation fully and get everything agreed in writing - do not accept verbal agreements.

Good luck 👍

PS - for anyone with insomnia (like me at the moment) - I’ll attach links to my old thread on the saga. I’m also recalling that I even refused to take delivery of another new Altitude order from another dealer because that was dented and had the same panel construction defects, before settling on my R-Line. When I went to collect that my wife insisted on accompanying me and said that whatever the condition of the car, we were taking it home 🤣

I can promise I’m fully rehabilitated now ….. 🤪


 

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Discussion Starter · #25 ·
Hi Cass

Thank you for your response and sorry to hear of your past troubles. And, thank you for all your support and advice over the last couple of months.

I agree with all of your points and will update this thread once the refund has been received.
 

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Discussion Starter · #26 ·
I think you've given in way too easily! It's Parkway you should of been dealing with as far as I know. When I've needed to reject a car in the past, on advice from here I've dealt directly with the supplying dealer.
I imagine Cass will chime in at some point as he has experience of dealing with this kind of thing.
Hi mate

I'm not sure what you think I given in way to easily about? They have offerred a full refund and im not interested in the going thru the mill in terms of getting it repaired.

I hope to have the funds back today and to get into another one ASAP.

Cheers
 

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Mechanical Guru
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I understand that if you're happy with the money refunded then drawing a line under it is fine.
My point was that you haven't received anything for the inconvenience. To avoid further damage to their reputation I'd of thought they would want to get you into another car and with a financial contribution if that what it took to cover the increase in values.
They were either seriously negligent in complying with the VW approved used standards or tried to screw you over, but there is no consequence for them.
 

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Discussion Starter · #28 ·
I understand that if you're happy with the money refunded then drawing a line under it is fine.
My point was that you haven't received anything for the inconvenience. To avoid further damage to their reputation I'd of thought they would want to get you into another car and with a financial contribution if that what it took to cover the increase in values.
They were either seriously negligent in complying with the VW approved used standards or tried to screw you over, but there is no consequence for them.
Hi mate

I have asked repeatedly for goodwill / compensation for the torrid experience, but so far they have declined. The focus has to be on the £26k for now. Once that has been received I will press for goodwill.

Pls don't get me wrong - I'm no push over, quite the opposite in fact. I'm just mindful of getting the £26k back before an argument ensues.
 

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Discussion Starter · #29 ·
Refunded.

Now I have that back, I can relax a bit and chase for goodwill / compensation. The new Treg I have found, which is identical, is costing £1k more. I think they should cough that up, but given the responses from the MD, it is unlikely.

Here's hoping the next Treg aint a lemon!!

:)
 

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Chairman
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There comes a point in any negotiation where enough is enough.

You have got the big money back and, whilst it would be nice to get a few quid for the hassle factor, perhaps you just turn the page and move on.
 

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Where are you getting the new car from 🤔
 

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Discussion Starter · #34 ·
It may, or may not, affect their customers but Marshall Motor Group is in the process of being taken over by Constellation Automotive who own WBAC, BCA and Cinch

Constellation Automotive’s £201.6m Marshall Motor Group offer ‘accepted’ | Acquisitions and deals (am-online.com)
thanks for heads up. i dont think this is a reason not to purchase from them. companies are bought and sold all the time without the day to day business activities suffering. intersting to note that marshalls are the biggest VW franchise.

Mark Barrow, Parkway Derby's MD is flatly refusing any goodwill.

For the record, the reg of this vehicle is GX17 GXJ, Chassis number - WVGZZZ7PZHD021307. FUTURE BUYERS BEWARE.
 

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Chairman
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I had two experiences of Marshalls - both bad!

One car I ran away from at 80 mph after driving 200 miles with the intention of driving it home.

The other car Marshalls bought back when they couldn't fix an HVAC issue and then scratched it so very badly indeed during the courtesy wash that every single of glass on the car was going to have to be replaced!

Good luck.
 

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Discussion Starter · #36 ·
I had two experiences of Marshalls - both bad!

One car I ran away from at 80 mph after driving 200 miles with the intention of driving it home.

The other car Marshalls bought back when they couldn't fix an HVAC issue and then scratched it so very badly indeed during the courtesy wash that every single of glass on the car was going to have to be replaced!

Good luck.
Do you know what mate, my posts are being removed about Parkway who supplied my Treg and I am now waiting to see if I can even get into another one.

I think I might run away from VW and Tregs at this rate!

I cannot explain how shocked and disappointed I am with the whole experince.
 

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Cass has to walk a tightrope as Admin.

I think it's fair enough to write up a poor experience but it needs to be impersonal.
 
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Discussion Starter · #38 ·
Cass has to walk a tightrope as Admin.

I think it's fair enough to write up a poor experience but it needs to be impersonal.
I take your point but that is not mentioned in the terms of usage of this site.

Well he/she/they are welcome to remove the names I have mentioned if that makes it better. There is no libel, slander or defamation, just facts! Albeit very blooming annoying, frustrating and expensive, but they are the facts. I

I am really beginning to ask myself if I want to buy another Touareg. Great vehicles, but if the dealers are this bad, then I may well just buy another of my old mitsubishis...

Never did I expect to be put in this position buy a used approved. Every single reason why I spent £26k on a UA has blown up in my face.

I have no vehicle before Xmas and the best I can do right now is put a deposit down on a vehicle that the dealer doesnt even have in their possession!! I have no idea when it will be in their posession and am close to giving up, buying a cheap, but damn reliable mitsubishi 4x4 and forgetting about the whole VW Touareg thing all together!!

The whole thing is a shocker, nobody seems to give a stuff, and in the nicest way to this forum and admins, if peeps cant express the facts relating to a purpose then I will be left feeling that this is whole thing just a big sad depressing joke.

Feel free to delete every post and comment i have ever made if it suits! I wish I could rewind the clock and never started down this road.

To say I am feeling rather low about it all would be an understatement!
 

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Discussion Starter · #39 ·
And, I just got awarded the 'cant stop!' trophy.... :)

Oh but I can and probably will!
 
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