Soldato
- Joined
- 14 Apr 2014
- Posts
- 8,286
- Location
- Hampshire
Thought I'd create a thread rather than keep posting in the EV thread.
Purpose of the thread is to give some experience with Alphabet leasing and VW for an ID.7 in the hopes it can help somebody else if they're going through something similar.
History
October 2024
- Car delivered
- Faults noticed within a few days
- Spoke to VW advised to make a log of issues
- Made a log of issues, roughly 15 items long
Jan 2025
- Booked car in with VW Portsmouth for February 4th
Feb 2025
- Car dropped off to VW Portsmouth
- Collected the following day, telling me that all the issues had been resolved with a software update
- I inspected the car outside of the dealership and pointed out 2 issues immediately that they hadn't resolved
- They resolved them there and then, told me to book the car back in if I noticed anything else
- I drove home and over the period of a few days, experienced every one of the issues I'd had
- I notified Alphabet of the failure to repair, requested a replacement vehicle (as per CRA 2015 - 1 failed attempt at repair)
March 2025
- Car broke down
- VW had it for 37 days
- Offered a 75% refund of 3 months payment and early termination of the agreement as goodwill gesture, not including the initial 3 months up front I'd paid
- Total refund for early termination amounted to ~£900, despite having paid ~£2300 by this point.
- I rejected the offer on the basis it was not an appropriate figure in accordance with CRA 2015, where Alphabet would be required to issue a full refund (inclusive of the initial rental) less reasonable deduction for use.
- No further negotiation occurred - Alphabet wouldn't increase the offer.
April 2025
- VW Farnham advised car was ready for collection
- Car inspected at the dealership, issues persisted and advised of them immediately
- Was told to take it home and find any other problems, meanwhile VW Farnham would order the necessary parts to resolve the issues I'd described at collection
- It was never booked back in
- Alphabet issued final response stating the car had been repaired, in addition:
If you are dissatisfied with our response, you may contact the British Vehicle Rental and Leasing Association (BVRLA) who operate a free-of-charge Alternative Dispute Resolution (ADR) service which is approved by the government. Complaints must be referred within 12 months of the date of this letter. For more information and to contact the BVRLA, please click here.
Should you remain dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. For more information on how to refer your complaint, please read the Financial Ombudsman consumer information and consumer leaflet.
- This gave no indication I was able to re engage with Alphabet again and insinuated I would have to contact the FOS to further the claim, which I did.
April to October
- Engagement with VW directly to try and resolve, while waiting for the FOS case to be picked up
- VW unable to support due to fact car is owned by Alphabet
- Car continued experiencing multiple issues, for which I have videos/pictures where possible
- No choice but to drive it where possible as car required for work
October
- Car broke down again in the same manner as before
- Raised another complaint with Alphabet after guidance from FOS to do so
- 45 minute phone call outlining all issues again
- Received an email a few days later asking for the information again and what we want to achieve, again.
In summary:
- 2 failed attempts at repair by VW
- Currently in for repair again
- Alphabet have seemingly not met their obligations under CRA 2015 nor Section 75
- I have already requested an alternative vehicle, this request was never upheld.
- Have made every payment on time and in full, no exceptions.
Now
- Car is still with VW Guildford
- Alphabet have not yet responded to any communication except for asking more questions
I've been vocal about my experiences, but I hope this may make you consider whether the tradeoff of getting a VW and the potential difficulties you may have if you experience issues is worth it.
Purpose of the thread is to give some experience with Alphabet leasing and VW for an ID.7 in the hopes it can help somebody else if they're going through something similar.
History
October 2024
- Car delivered
- Faults noticed within a few days
- Spoke to VW advised to make a log of issues
- Made a log of issues, roughly 15 items long
Jan 2025
- Booked car in with VW Portsmouth for February 4th
Feb 2025
- Car dropped off to VW Portsmouth
- Collected the following day, telling me that all the issues had been resolved with a software update
- I inspected the car outside of the dealership and pointed out 2 issues immediately that they hadn't resolved
- They resolved them there and then, told me to book the car back in if I noticed anything else
- I drove home and over the period of a few days, experienced every one of the issues I'd had
- I notified Alphabet of the failure to repair, requested a replacement vehicle (as per CRA 2015 - 1 failed attempt at repair)
March 2025
- Car broke down
- VW had it for 37 days
- Offered a 75% refund of 3 months payment and early termination of the agreement as goodwill gesture, not including the initial 3 months up front I'd paid
- Total refund for early termination amounted to ~£900, despite having paid ~£2300 by this point.
- I rejected the offer on the basis it was not an appropriate figure in accordance with CRA 2015, where Alphabet would be required to issue a full refund (inclusive of the initial rental) less reasonable deduction for use.
- No further negotiation occurred - Alphabet wouldn't increase the offer.
April 2025
- VW Farnham advised car was ready for collection
- Car inspected at the dealership, issues persisted and advised of them immediately
- Was told to take it home and find any other problems, meanwhile VW Farnham would order the necessary parts to resolve the issues I'd described at collection
- It was never booked back in
- Alphabet issued final response stating the car had been repaired, in addition:
If you are dissatisfied with our response, you may contact the British Vehicle Rental and Leasing Association (BVRLA) who operate a free-of-charge Alternative Dispute Resolution (ADR) service which is approved by the government. Complaints must be referred within 12 months of the date of this letter. For more information and to contact the BVRLA, please click here.
Should you remain dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. For more information on how to refer your complaint, please read the Financial Ombudsman consumer information and consumer leaflet.
- This gave no indication I was able to re engage with Alphabet again and insinuated I would have to contact the FOS to further the claim, which I did.
April to October
- Engagement with VW directly to try and resolve, while waiting for the FOS case to be picked up
- VW unable to support due to fact car is owned by Alphabet
- Car continued experiencing multiple issues, for which I have videos/pictures where possible
- No choice but to drive it where possible as car required for work
October
- Car broke down again in the same manner as before
- Raised another complaint with Alphabet after guidance from FOS to do so
- 45 minute phone call outlining all issues again
- Received an email a few days later asking for the information again and what we want to achieve, again.
In summary:
- 2 failed attempts at repair by VW
- Currently in for repair again
- Alphabet have seemingly not met their obligations under CRA 2015 nor Section 75
- I have already requested an alternative vehicle, this request was never upheld.
- Have made every payment on time and in full, no exceptions.
Now
- Car is still with VW Guildford
- Alphabet have not yet responded to any communication except for asking more questions
I've been vocal about my experiences, but I hope this may make you consider whether the tradeoff of getting a VW and the potential difficulties you may have if you experience issues is worth it.
