Riverside dissatisfaction

[Geordiesteve]

So I love the car and I felt the deal to be a fair one. However the customer service at Wakefield Riverside Volvo is very very poor... Or in my experience anyway.

I traded in my BMW in November for a stunning white pearlescent 19 plate R design V90 D4 with Winter and convenience pack. Initially the customer service was good..... As it always is when thry want a sale, but during negotiation and prior to hand over I was quite specific on car preperation and what I felt was acceptable. I made this clear and it was at that point the relationship became frosty. At no point was I rude, just assertive.

I took the car for test drive and was happy so arranged collection during which I stated that as it was raining on test drive and dark on completion of handover I'd wash the car the following morning and feedback any cosmetic concerns ( as it happens there were non and the bodywork was faultless) this caused such a stink where the sales manager came over saying this wasn't acceptable and i had to be 100% sure the car was fine before I left. I pointed out this was impossible and after some huffing and puffing he accepted this. As I say I couldn't fault the car.

I was told at handover once the retention cert came back to me for my private plate I needed to send in my original V5. His exact words were " send it in and we will take care of everything"

Once I took the car there was ZERO contact to see how the car was, was the ownership what I expected etc. The minimum you'd expect when spending the thick end of 30k on a 5 month old car!!

A week later I thought there was some frosting inside the headlight cluster which as it happens there wasn't, so I emailed the salesman ( still no customer call with a nice happy sale an to ask how it was going) all I got in response was "if there's any issues take it to your local dealer" and trust me it was as blunt as that.

So imagine my rage today when I thought I'd chase things up with the DVLA as I'd not received a refund on my trade in road fund licence, to be told the BMW was still registered to me, and I'd only get a refund from when they recieve everything through.... Which thry still haven't almost 3 months in. They said I'd not get the refund back from the exchange date either.

I mailed the dealer principle and gave him both barrels, surely this cannot be acceptable!! 🤷*♂️

[adambsmith]

Coincidentally, a colleague complained about the same dealer today at work.

Colleague’s husband was changing cars and couldn’t get a straight answer from the sales people as to price due to Brexit. He’s now on his second Audi A4 rather than his first Volvo.

[Paddybear]

Sounds frustrating. Did you complete s9 of the V5C and notify DVLA of the trade in?

[Geordiesteve]

No, the salesman said sign it and send it in and we will take care of it, so that's what I did!

Originally Posted by Paddybear

Sounds frustrating. Did you complete s9 of the V5C and notify DVLA of the trade in?

[Paddybear]

Ah....but it is your legal responsibility to do it irrespective of what a salesman says. Any motor offences (speeding, parking, etc) would also still fall to the legal owner to accept/disprove. Might be worth checking the dvla website to see what you need to do.

[Geordiesteve]

Yeah I've rang and it's just a signed letter stating the date of exchange. I'm more annoyed with the entire level of service, including the misinformation and fact thry haven't processed the V5.
Let's not forget this is a main dealer network!!

Originally Posted by Paddybear

Ah....but it is your legal responsibility to do it irrespective of what a salesman says. Any motor offences (speeding, parking, etc) would also still fall to the legal owner to accept/disprove. Might be worth checking the dvla website to see what you need to do.

[dchbrown]

They are my closest dealer so get used for servicing and they appear to do the minimum required of acceptable customer service for that.

[MtillingVolvo]

Hi,

With regards to the ownership of your previous car/your private plate:

Have you had the registration document back for your old car in a standard plate - This would be the one that would need to be transferred into the trade (as opposed to the V5 showing your private plate) to enable to refund of the tax. You wouldn't have had this back until you'd retained the plate from it, so presumably you'd have not had this at point of the handover?

Have you had a registration document through for your new car with your private plate on, as this would then confirm that the plate has been put on successfully?

Kind Regards

Marc

[Dastardly Diesel]

Originally Posted by Geordiesteve

No, the salesman said sign it and send it in and we will take care of it, so that's what I did!

Well, it's your own fault then. The legal obligation is on you, the registered keeper, to inform the DVLA. The dealer themselves won't "process" the V5 as if they did it would acquire yet another keeper, which might adversely affect the value.

[MtillingVolvo]

Originally Posted by Dastardly Diesel

Well, it's your own fault then. The legal obligation is on you, the registered keeper, to inform the DVLA. The dealer themselves won't "process" the V5 as if they did it would acquire yet another keeper, which might adversely affect the value.

But they should notify the DVLA that the vehicle has been put into the trade (if they've said thats what they're going to do) - This doesn't add an owner to the vehicle, but simply states that its no longer owned by the previous keeper and initiates the refund of full months remaining road fund/cancels direct debit depending on how the Road Fund is paid.