Just an inconsequential accessory?

[Van Fisher]

Last September, with talk of Rachel Reeves removing the option to take 25% of a private pension pot tax free, I did just that and treat myself. I used it, along with a chunk of my savings and part exchanging my aging SUV, all for a shiny new Audi, with a pop up tow bar. Very exciting..... for a short while anyway.

The car was ready for collection from the main dealer in October, minus the tow bar. I was told they will contact me when it arrives and book the car in for fitting. We were planning to take our caravan away between Christmas and New year, but needless to say, that didn't happen.

The dealer is apologetic and say they cant say when the tow bar will arrive, but will tell me when it comes in. I contacted Audi UK. They said there is no stock and there is no schedule for any to be be manufactured. I said that without the tow bar, the car is of limited use to me and, if they cannot complete the car as originally ordered, I want to return it for a refund. Audi UK told me to speak to the dealer. The dealer said that returning the car is not an option. Now I'm stuck with a very expensive white elephant.

I have discovered that there is a Motor Ombudsman, so will be contacting them if I cant get any positive news within the next week.

If any of you have any other ideas, I would love to read them.

 

[trevormonty]

I'm no expert on these things but more you drive it after finding out there is no towbar to be had weaker maybe your case for full refund. Best to get legal advice from lawyer.

Make sure all communications with dealer is in writing ie email trail.

 

[otherclive]

I'm no expert on these things but more you drive it after finding out there is no towbar to be had weaker maybe your case for full refund. Best to get legal advice from lawyer.

Make sure all communications with dealer is in writing ie email trail.

I would have a preliminary discussion with Which Legal Service wrt your case. They are experts on CRA 2015. If they think you have a case you can then take out their subscription for app £100 pa. They will then guide you every step of the way in your case against the dealership. They do not provide legal representation though, but members here and one in particular have been successful in their efforts to make rejection or have major bills paid when initially the dealerships stonewalled. I have also used them as well.


Alternatively can you get a refund on the price of the towbar, and then have a removable tow ball tow bar fitted. May be less hassle, and you don’t loose on your beneficial use of the car.

Consumer Rights Act 2015 - Which?

The Consumer Rights Act protects you in almost all purchases you make. Here we explain what it means when buying goods or services

www.which.co.uk

 

[birdman101]

Afraid time has passed,but the point that you accepted the car,not as you ordered will make things more difficult. Personally I would not of accepted it and the Dealer would have moved quicker to discover they could not supply the towbar. They would not of wanted the motor stood there if they had registered it with DVLA as it would be of only second hand value the longer it stood on their premises. Wish you the best in getting it sorted.
Alternative is do as Other Clive suggests and get alternative towbar fitted with less hassle and get on with your caravanning.

 

[Buckman]

It is still within the 6 months from purchase and using S10 Goods to be fit for particular purpose of the CRA 2015, you probably have a strong case. As suggested your first port of call was the dealer who has rejected your claim. If the car is on finance/lease then the finance company need to be involved as they supplied the car. Lastly and not least is Which legal Services who will offer excellent advice. For about £90 annually you can get as much legal advice as required. To date using WLS we have been successful with claims amounting to well over £30000 and all done by myself!

 

[Dustydog]

Plus 1 for Otherclive snd Buckman
Presumably you have it in writing at the point of order an Audi Tow bar was an intrinsic part of the car purchase
Follow the Which? legal advice and using their template send a Recorded Delivery letter to the Dealer's MD.
You may also have Legal Protection cover as part of your home insurance.
Don't be bullied, The Consumer Law is on your side.
How would feel about a non Audi tow bar?

 

[birdman101]

If there is no schedule for any of the ordered towbars to be manufactured ,then you are not going to get one, If you like the car seek refund of the cost of the towbar from the dealer and then go elsewhere for a alternative towbar to be fitted. Alternative you have a long battle and use of your caravan lost. Even if dealer refunds car ,you still then have to find an alternative to be able to make use of the caravan which could be more months,

 

[Buckman]

Plus 1 for Otherclive snd Buckman
Presumably you have it in writing at the point of order an Audi Tow bar was an intrinsic part of the car purchase
Follow the Which? legal advice and using their template send a Recorded Delivery letter to the Dealer's MD.
You may also have Legal Protection cover as part of your home insurance.
Don't be bullied, The Consumer Law is on your side.
How would feel about a non Audi tow bar?

If the towbar was not factory fitted, normally the tow bar fitting is outsourced by the dealership to a third party company. No issue fitting a tow bar if the car is legally capable of towing, but the wiring into the car's system may invalidate the warranty if done by an unauthorised fitter.

 

[otherclive]

Possibly the dealer can arrange a non retracting tow bar to be fitted and refund you the difference in price. That way your warranty is protected and as others have said you can keep on using your caravan.

 

[JTQ]

How awful a tail, and sorry I have no advise in resolving it but have in the buying process of new cars for towing, particular now with the depth of technicalities .
In the future I would very strongly insist the order for the new vehicle specifies "factory fitted for towing", there can often be more than the fitting of the towbar involved, possibly more so with Germany based motor makers.

In part because vehicles now are predominantly designed to optimise their emission credentials. To this end it's optimised for solo, not for hauling its own weight again around on a tow hook; very differing challenges, requiring build differences. That also sorts out those builds that are not going to be tow cars, again an increasing occurrence IMO largely driven by the optimisation of the vehicle's emissions.

 

[RogerL]

There is another issue affecting VW Group (VAG) cars which may be causing this issue.

Unlike many other brands, VW Group will accept factory-orders, through their dealers, where all the options are included on the production line - these vehicles are not affected but where an option is subsequently fitted by the dealer, in this case a factory towbar, there's a problem with the latest cars because VW Group won't release the coding for third-parties or even their own dealers to code the various modules to reflect the towing capability. It's somehow connected with the recent mandatory requirements for driver aids in EU/UK.

So even if the OP has a third-party towbar fitted, they may not be able to code the electronics to reflect it.

My suggestion to the OP is to escalate the issue to Audi UK if he hasn't already done so - and discuss with the dealer that they hire him a suitable towcar for booked holidays - they can and have done this in other circumstances where the manufacturer helps with the costs.

 

[otherclive]

There is another issue affecting VW Group (VAG) cars which may be causing this issue.

Unlike many other brands, VW Group will accept factory-orders, through their dealers, where all the options are included on the production line - these vehicles are not affected but where an option is subsequently fitted by the dealer, in this case a factory towbar, there's a problem with the latest cars because VW Group won't release the coding for third-parties or even their own dealers to code the various modules to reflect the towing capability. It's somehow connected with the recent mandatory requirements for driver aids in EU/UK.

So even if the OP has a third-party towbar fitted, they may not be able to code the electronics to reflect it.

My suggestion to the OP is to escalate the issue to Audi UK if he hasn't already done so - and discuss with the dealer that they hire him a suitable towcar for booked holidays - they can and have done this in other circumstances where the manufacturer helps with the costs.

VAG seem to be at sixes and sevens these days. My grandson had a VW ID7 AWD Tourer on order and not long before delivery was due his supplier advised him that the order been cancelled by VW and deliveries of ID7 Tourers had been suspended. They could not tell him when deliveries would recommence and if the price would be increased. So he went out and got a new model Tesla Y AWD at a very competitive price……..for well publicised reasons associated with the owner of that brand needing to protect sales from falling further

 

[birdman101]

The OP has not stated what model it is and wether it actually is one of the Audi models that cannot have one fitted

 

[Buckman]

Possibly the dealer can arrange a non retracting tow bar to be fitted and refund you the difference in price. That way your warranty is protected and as others have said you can keep on using your caravan.

As said, I don't there is an issue with fitted a towbar, it is the electrical connection to the car that may invalidate the warranty. The question is of course can the car legally tow and at the time did they state that they specifically wanted the car for towing a caravan? Until we know the model, engine, spec etc difficult to give good advice.

 

[otherclive]

As said, I don't there is an issue with fitted a towbar, it is the electrical connection to the car that may invalidate the warranty. The question is of course can the car legally tow and at the time did they state that they specifically wanted the car for towing a caravan? Until we know the model, engine, spec etc difficult to give good advice.

Well the OP would need to find out of there is a dealer fit “conventional “ towbar in the Audi approved accessories. In which case it wouldn’t matter if dealer arranged for another business to fit it providing it was an Audi approved accessory which had the correct electrical and software codes available.

 

[Van Fisher]

In response to messages above, the car is an S5 Avant. I checked before ordering and Audi said tow bars can be fitted, unlike with the RS models. I also checked with the dealer before placing the order.

I will look for an alternative towbar if I absolutely have to, but I really don't want to compromise on the OEM pop up before I have tried all other avenues.

The Which legal service looks promising.

I have been emailing the dealer every week (except over Christmas and New Year). My email earlier today was asking for their plan to escalate my complaint with their timetable for that.

I contacted Audi UK in November and they just bounced me back to the dealer.

Another plan I have is to contact the Motor Ombudsman to enlist their help.

Thanks for all the helpful comments!

 

[Buckman]

In response to messages above, the car is an S5 Avant. I checked before ordering and Audi said tow bars can be fitted, unlike with the RS models. I also checked with the dealer before placing the order.

I will look for an alternative towbar if I absolutely have to, but I really don't want to compromise on the OEM pop up before I have tried all other avenues.

The Which legal service looks promising.

I have been emailing the dealer every week (except over Christmas and New Year). My email earlier today was asking for their plan to escalate my complaint with their timetable for that.

I contacted Audi UK in November and they just bounced me back to the dealer.

Another plan I have is to contact the Motor Ombudsman to enlist their help.

Thanks for all the helpful comments!

Which model Avant, A5, A6 etc? I cannot find an SS model? If the issue was brought to their attention within the first 30 days after purchase, you are still within the 30 day window to reject and get a full refund less a mileage charge however you probably need to stop using the car in the meantime. Which Legal Services will be able to give you the correct advice.