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Audi A8L rejection DK19ZYW Financial agreement: 440136064801
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Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Mon, 19 Apr 2021, 18:02
to Stephen, Matt, Audi
Dear Mr. Fisher
I spoke to you on 12 April 2021 (for 37 minutes) regarding the ongoing issues with my vehicle.
You said you would speak to Matt Whitaker the following morning and get him to contact me to arrange rectification of some of the faults.
I am still waiting to hear from him.
I have attached three PDFs detailing the three main issues I’ve had with the vehicle from new.
Issue 1: Involuntary locking and unlocking of the doors (safety issue)
Issue 2: Air Conditioning Leak
Issue 3: Rear Steering Fault (SEVERE SAFETY ISSUE)
The Sale of Goods Act demand that all products must be:
Of satisfactory quality
Fit for purpose
As described
I was described by your technician as being “one of the most patient customers he’s ever had “. Unfortunately my patience has got me nowhere. After two years of owning this vehicle (although during that time it has spent several months in your workshop) you have been unable to repair it and fix all the faults.
Hopefully we can come to an amicable resolution as quickly as possible.
--
Kind Regards
Darren/Jill Williamson
EXEC ONE
Exec One Group Limited
Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
12 Sept 2021, 23:09
to Edward.Cunliffe
I've attached a pdf of the notes I have kept on my iPhone. These notes are far from complete and do not include all the visits to the workshop. They are also unedited as they are private notes.
--
Kind Regards
Darren/Jill Williamson
WIRRAL CHAUFFEURS
Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
10 Sept 2021, 12:34
to Edward.Cunliffe
Hi Edward
I contacted you on Monday. By Tuesday the near side rear door soft close mechanism failed on a trip down to Worthing.
Last night I was going to work and the Steering failed catastrophically and I was unable to move the car.
Sorry I got upset earlier. It's just my chest was feeling tight due to the pressure that I am under now the car is going to go off again to have a new steering rack fitted. This means I am going to lose out on thousands of pounds worth income.
I have a wedding tomorrow which has been booked for a couple of years and I don't know what I'm going to tell the Bride.
I have a 8-9 hour trip to Leeds on Sunday with a new customer, I'm going to let him down and I've a trip to Kent next Monday plus lots of other trips. This is a nightmare.
---------- Forwarded message ---------
From: Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Date: Mon, 19 Apr 2021 at 18:02
Subject: Audi A8L rejection DK19ZYW Financial agreement: 440136064801
To: Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>, Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>, Audi Finance Customer Services <AudiFinanceCustomerServices@vwfs.co.uk>
--
Kind Regards
Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Wed, 20 Oct 2021, 19:56
to Stephen, Matt, Audi
Dear Mr Fisher,
Following our long discussion on 12th April 2021, whereby you requested I put my complaint in writing, I am still awaiting your response.
You verbally stated a resolution would probably be met between Audi Finance, Cheshire Oaks Audi and Audi UK.
You mentioned that you had tried to find a suitable vehicle to swap me into but there was nothing available to match the high spec on my vehicle.
I took our discussion in good faith that you would honour your intentions to come to a resolution.
Since our conversation the vehicle has continued to prove unfit for purpose and following many weeks in your workshop the faults remain.
I am shocked and extremely disappointed that you have shown no regard or respect; failing to respond to my letter dated 19th April 2021.
Please acknowledge receipt of this correspondence, and advise of your intentions to honour our verbal discussion.
Kind Regards
Darren/Jill Williamson
From: Stephen Fisher IR (Cheshire Oaks Audi)
Sent: 21 October 2021 18:45
To: Wirral Chauffeurs <info@wirralchauffeurs.co.uk>; Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>; Audi Finance Customer Services <AudiFinanceCustomerServices@vwfs.co.uk>
Subject: RE: Audi A8L rejection DK19ZYW Financial agreement: 440136064801
Good afternoon Mr Williamson
I am writing to acknowledge receipt of your e mail below, and I am sorry that this matter has not been concluded for you. I understand that Audi Finance had made their position clear, and had attempted to contact you directly. Also, that you have been liaising with Matt Whittaker when bringing your vehicle to the Centre in the interim.
However, it is clear from your e-mail that this matter is not resolved. I would like to apologise unreservedly for any lack of action or confirmation on my/our part. It remains our intention to be able to support you in this matter and I am going to take advice from our Group Customer Services team to assist in the next steps to move this forwards towards a conclusion for you.
I will get in touch with them tomorrow and as soon as I have spoken to them, we will come back to you with a plan of action and ensure that there is no breakdown in communication with you moving forwards.
Kind regards
Steve Fisher / Head of Business
Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF
Tel: 0151 357 8066 | www.inchcape.co.uk/audi
From: Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Sent: 20 October 2021 19:57
To: Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>; Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>; Audi Finance Customer Services <AudiFinanceCustomerServices@vwfs.co.uk>
Subject: Re: Audi A8L rejection DK19ZYW Financial agreement: 440136064801
CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.
Dear Mr Fisher,
Following our long discussion on 12th April 2021, whereby you requested I put my complaint in writing, I am still awaiting your response.
You verbally stated a resolution would probably be met between Audi Finance, Cheshire Oaks Audi and Audi UK.
You mentioned that you had tried to find a suitable vehicle to swap me into but there was nothing available to match the high spec on my vehicle.
I took our discussion in good faith that you would honour your intentions to come to a resolution.
Since our conversation the vehicle has continued to prove unfit for purpose and following many weeks in your workshop the faults remain.
I am shocked and extremely disappointed that you have shown no regard or respect; failing to respond to my letter dated 19th April 2021.
Please acknowledge receipt of this correspondence, and advise of your intentions to honour our verbal discussion.
On Mon, 19 Apr 2021 at 18:02, Wirral Chauffeurs <info@wirralchauffeurs.co.uk> wrote:
Dear Mr. Fisher
I spoke to you on 12 April 2021 (for 37 minutes) regarding the ongoing issues with my vehicle.
You said you would speak to Matt Whitaker the following morning and get him to contact me to arrange rectification of some of the faults.
I am still waiting to hear from him.
I have attached three PDFs detailing the three main issues I’ve had with the vehicle from new.
Issue 1: Involuntary locking and unlocking of the doors (safety issue)
Issue 2: Air Conditioning Leak
Issue 3: Rear Steering Fault (SEVERE SAFETY ISSUE)
The Sale of Goods Act demand that all products must be:
Of satisfactory quality
Fit for purpose
As described
I was described by your technician as being “one of the most patient customers he’s ever had “. Unfortunately my patience has got me nowhere. After two years of owning this vehicle (although during that time it has spent several months in your workshop) you have been unable to repair it and fix all the faults.
Hopefully we can come to an amicable resolution as quickly as possible.
--
Kind Regards
Darren/Jill Williamson
EXEC ONE
Exec One Group Limited
(07962) 061201 (Darren)
(0151) 648 3871 (office)
From: Stephen Fisher IR (Cheshire Oaks Audi) <Stephen.Fisher2@inchcape.co.uk>
Date: Tue, 26 Oct 2021 at 16:21
Subject: RE: Audi A8L rejection DK19ZYW Financial agreement: 440136064801
To: Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Cc: Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>, Audi Finance Customer Services <AudiFinanceCustomerServices@vwfs.co.uk>, vwcvfinancecustomerservices@vwfs.co.uk <vwcvfinancecustomerservices@vwfs.co.uk>
Good afternoon Mr Williamson
Further to my e mail below. I have raised the case with our Inchcape Customer Services team. The unique reference for the case is CP030408. This will remain the reference until the case is concluded.
I am in the process of submitting all the communications to date and an assessment of the current technical information to our Customer Services Team. I have also raised the matter again with VWFS and Audi UK for their input.
Our plan is to then review this and come back to you with a coordinated response.
Kind regards
Steve Fisher / Head of Business
Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF
Tel: 0151 357 8066 | Mobile: 07467 445754| www.inchcape.co.uk/audi
From: Stephen Fisher IR (Cheshire Oaks Audi)
Sent: 21 October 2021 18:45
To: Wirral Chauffeurs <info@wirralchauffeurs.co.uk>; Matt Whittaker IR <Matt.Whittaker@inchcape.co.uk>; Audi Finance Customer Services <AudiFinanceCustomerServices@vwfs.co.uk>
Subject: RE: Audi A8L rejection DK19ZYW Financial agreement: 440136064801
Good afternoon Mr Williamson
I am writing to acknowledge receipt of your e mail below, and I am sorry that this matter has not been concluded for you. I understand that Audi Finance had made their position clear, and had attempted to contact you directly. Also, that you have been liaising with Matt Whittaker when bringing your vehicle to the Centre in the interim.
However, it is clear from your e-mail that this matter is not resolved. I would like to apologise unreservedly for any lack of action or confirmation on my/our part. It remains our intention to be able to support you in this matter and I am going to take advice from our Group Customer Services team to assist in the next steps to move this forwards towards a conclusion for you.
I will get in touch with them tomorrow and as soon as I have spoken to them, we will come back to you with a plan of action and ensure that there is no breakdown in communication with you moving forwards.
Kind regards
Steve Fisher / Head of Business
Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF
Tel: 0151 357 8066 | www.inchcape.co.uk/audi
PNX-4261569-R2G6
Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Mon, 25 Oct 2021, 16:24
to Edward.Cunliffe
25 October 2021
Dear Edward,
Firstly, thanks for talking to me previously.
Obviously, I am extremely disappointed with your preliminary review; particularly as it appears you had not listened nor received a copy of the telephone conversation that I had with Mr Stephen Fisher 12 April 2021. This was absolutely paramount to my complaint.
FOR THE RECORD – I have attached a letter dated 21 October 2021 from Mr Fisher (having contacted him again on 20 October 2021). He now acknowledges my complaint remains unresolved, and has forwarded his correspondence to Audi Finance due to the fact that they were to be fully involved in my resolution.
This unequivocally supports my argument that Audi Finance’s supposed Deadlock letter in January 2021 CAN NOT be accepted in conclusion for my complaint recorded in writing in APRIL 2021.
Please appreciate, my initial reason for rejecting the vehicle was based on the Air Conditioning fault. Without doubt, this fault had clearly been present from delivery, given the historical record of its repair.
As the vehicle continued to be problematic; all further mechanical issues discussed at length with Mr Fisher on 12 April 2021, the correspondence from Mr Fisher dated 21 October 2021 proves my complaint did NOT conclude in January 2021, as Audi Finance proclaim. They are continuing to be involved in this dispute, and Mr Fisher acknowledges this by forwarding his recent letter to Audi Finance.
Furthermore, Audi Cheshire Oaks accepted and took responsibility for my faulty vehicle again on 12 FEBRUARY 2021, whereby they attempted to repair major faults, and failed again as some are still ongoing.
In response to your comment, "Passing of Agent ''. Respectfully, did you request to see this in writing from Audi Finance? I am struggling to understand the reasoning when Audi Finance and Audi Cheshire Oaks have a symbiotic relationship - Without one, there is no other. Mr Fisher advised Audi Finance would be involved in a resolution, therefore their vague Deadlock letter from January 2021 is considered obsolete.
Please acknowledge and give assurance that my complaint will not be closed with your Ombudsman Services. I shall keep you fully informed with all communication with Mr Fisher. I am certain Mr Fisher will confirm his verbal advice given to me on 12 April 2021, that Audi Finance would be involved in my resolution, as would Audi Cheshire Oaks and Audi UK(reaching a mutually agreeable three-way package of resolution).
--
Kind Regards
Darren/Jill Williamson
WIRRAL CHAUFFEURS
From: Stephen Fisher IR (Cheshire Oaks
Audi) < Stephen.Fisher2@inchcape.co.uk >
Date: Thu, 21 Oct 2021 at 18:45
Subject: RE: Audi A8L rejection DK19ZYW Financial agreement:
440136064801
To: Wirral Chauffeurs < info@wirralchauffeurs.co.uk >, Matt Whittaker IR
< Matt.Whittaker@inchcape.co.uk >, Audi Finance Customer Services
< AudiFinanceCustomerServices@vwfs.co.uk >
Good afternoon Mr Williamson
I am writing to acknowledge receipt of your e mail below, and I am sorry that
this matter has not been concluded for you. I understand that Audi Finance
had made their position clear, and had attempted to contact you directly. Also,
that you have been liaising with Matt Whittaker when bringing your vehicle to
the Centre in the interim.
However, it is clear from your e-mail that this matter is not resolved. I would
like to apologise unreservedly for any lack of action or confirmation on my/our
part. It remains our intention to be able to support you in this matter and I am
going to take advice from our Group Customer Services team to assist in the
next steps to move this forwards towards a conclusion for you.
I will get in touch with them tomorrow and as soon as I have spoken to them,
we will come back to you with a plan of action and ensure that there is no
breakdown in communication with you moving forwards.
Kind regards
Steve Fisher / Head of Business
Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port | Cheshire | CH65 9LF
Tel: 0151 357 8066 | www.inchcape.co.uk/audi
Audi Financial letter 29 January 2021 PNX-4261569-R2G6
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Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Sun, 12 Sept 2021, 23:05
to Edward.Cunliffe
Hi Edward
I have attached the deadlock letter from Audi financial dated 29 January 2021. This was following a 45 minute conversation I had with Sarah Bernard regarding multiple issues with my Audi A8L.
The reason I was rejecting the vehicle at the time (even though it had multiple issues) was based on the air-conditioning fault. This happened after about several months but I waited until the car was due its first service. It went to Cheshire Oaks to be resolved and even though it was in the workshop for a week they couldn’t find a problem. The air-conditioning then failed several months later and the simple conclusion from this means that it was obviously there from delivery: which was my argument. I emailed Cheshire Oaks service department and asked them to put this in writing but they failed to respond. I then asked them if they could prove the failure wasn’t there from new and again they failed to respond.
In the letter Sarah fails to mention the air-conditioning issue.
Sarah’s letter mentioned that I was inconvenienced because a hire car wasn’t always available. I know this was annoying but understand that it was not always going to be possible. Even if a courtesy car had been available I couldn’t use it in my business as the vehicle has to be licensed with the local council.
In Sarah’s letter (2nd page title My Decision) Sarah states “in light of the above information I was unable to uphold your complaint”.
I fail to see a reason for not upholding the complaint. she then goes on to state that under exceptional circumstances they would consider my complaint.
If what I’ve been through doesn’t constitute exceptional circumstances then I don’t know what does.
As I didn’t accept Sarah’s letter saying she was unable to uphold my complaint. I then contacted Stephen Fisher (business manager Cheshire Oaks). I had a 37 minute conversation with him where he stated that the solution would be shared between Audi Finance, Cheshire Oaks Audi and Audi UK. He asked me to put together an email regarding some of the faults which I did (19 April 2021). I hope Cheshire Oaks provides a copy of this conversation but I truly believe because of the way they have recently behaved this critical conversation will have been deleted.
This email wasn’t even acknowledged and now I know the reason was because they were using the six-month rule from the original complaint about the air-conditioning to block me from going to the financial ombudsman. This can only be described as DESPICABLE behaviour and you wouldn’t expect it from a company that I've respected and admired for many years.
--
Kind Regards
Darren/Jill Williamson
WIRRAL CHAUFFEURS
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