Administration charge for courtesy car - warranty work?

[DrMal]

I've just taken our S3 in to Edinburgh Audi to get an intermittent parking sensor fault looked at under warranty. They're located out in Sighthill which isn't the easiest place to get to/from on public transport, so I requested a courtesy car. Apart from meaning that I had to wait a further week for a date and asking me to bring my driving licence and NI number, everything seemed pretty ordinary.

On arriving today, I got told that I'd be charged £15 as an "Administration Charge" for the courtesy car. I wasn't warned about this in advance and I've never experienced or heard of this before. On querying it, initially I was told it was to cover their admin costs of checking my driving licence with the DVLA and later on this changed to be a charge to insure me on the courtesy car! Really?!?!?

If the car was in for a service or repair out of warranty I might see this as reasonable, but I don't expect to pay when it goes in for work under warranty. Am I being unreasonable? What experiences do others have?

 

[Darren92]

Yes some dealerships charge a small amount, some don't.

 

[richinsoton]

My retailer usually says they'll charge me the £15 for the loan car insurance at the initial booking stage & then don't when I come to pay.

 

[TYb]

I think this is quite common, Swindon Audi charge £15 to validate license/add to their insurance. I don't think it is unreasonable

 

[Snake Pliskin]

I've never paid a penny for this - always knocked off by the Dealer who I have dealt with for many years now, so I'd like to think that counts for something.

It's an easy way for the Dealers to make yet more money - if you don't say anytihng of course they will charge you ..... ker-ching

 

[paradigital]

I also have never paid. My argument is always that I'm paying them enough in other ways. These days the guys and gals at Macc Audi know me that well, they don't even bother asking me to pay.

 

[GSB]

Some ask for money, some don't.

Personally it rings alarm bells for me, as I think it tells a great deal about the ongoing service and customer value ethic of the management team. If they're willing to ruffle my feathers and make me feel like I'm being 'plussed up' at for a few extra £££'s before they even lay eyes on the failed product they sold me that I've gone out of my way to bring back to them, then the chances are that they are going to do the bare minimum work for the greatest profit regardless of whether this is enough to satisfy me as the customer. That will be the last time we meet. I never ever go back to dealers who stoop to these tawdry levels of grasping, and I always tell them exactly why they won't be getting my business again and explain the signals that their paltry admin charge sends out.

I bought an Audi, supposedly a premium car with all the premium levels of customer service that would be expected from a marque that markets itself as being a 'cut above'. I did not buy a seat on Ryanair. I neither expect or will tolerate being conned out of another £15 for a loan car that I wouldnt have needed if the product they sold me worked as promised.

 

[Audi Bairn]

I've just taken our S3 in to Edinburgh Audi to get an intermittent parking sensor fault looked at under warranty. They're located out in Sighthill which isn't the easiest place to get to/from on public transport, so I requested a courtesy car. Apart from meaning that I had to wait a further week for a date and asking me to bring my driving licence and NI number, everything seemed pretty ordinary.

On arriving today, I got told that I'd be charged £15 as an "Administration Charge" for the courtesy car. I wasn't warned about this in advance and I've never experienced or heard of this before. On querying it, initially I was told it was to cover their admin costs of checking my driving licence with the DVLA and later on this changed to be a charge to insure me on the courtesy car! Really?!?!?

If the car was in for a service or repair out of warranty I might see this as reasonable, but I don't expect to pay when it goes in for work under warranty. Am I being unreasonable? What experiences do others have?

Have never had this with Stirling Audi, unless they've changed it recently - poor show!

 

[Tom Morgan]

I actually shopped around because of this exact problem, knowing that the issue wasn't going to be fixed quickly. Reading Audi don't charge for the courtesy car use so that's where I ended up going! Sure enough it was in for 3 days (although ironically even after that they couldn't fix the problem and shrugged their shoulders) - but the point js Wimbledon Audi had wanted £24/day so £72 all in for warranty work! And I've had my last A1 serviced there four times...

Anyway - it's worth checking a couple of different dealerships if there are a few in the area.

 

[DrMal]

Some ask for money, some don't.

Personally it rings alarm bells for me, as I think it tells a great deal about the ongoing service and customer value ethic of the management team. If they're willing to ruffle my feathers and make me feel like I'm being 'plussed up' at for a few extra £££'s before they even lay eyes on the failed product they sold me that I've gone out of my way to bring back to them, then the chances are that they are going to do the bare minimum work for the greatest profit regardless of whether this is enough to satisfy me as the customer. That will be the last time we meet. I never ever go back to dealers who stoop to these tawdry levels of grasping, and I always tell them exactly why they won't be getting my business again and explain the signals that their paltry admin charge sends out.

I bought an Audi, supposedly a premium car with all the premium levels of customer service that would be expected from a marque that markets itself as being a 'cut above'. I did not buy a seat on Ryanair. I neither expect or will tolerate being conned out of another £15 for a loan car that I wouldnt have needed if the product they sold me worked as promised.

You've summed up my feelings exactly @GSB. Having just been back to collect the car they waived the fee "...this time as a good will gesture." Oh really. If they were trying to make me feel that they were doing me a favour it didn't work.

Have never had this with Stirling Audi, unless they've changed it recently - poor show!

Which is why, despite the significant trip from Edinburgh to Stirling, I think I'll be taking the car there in future. I'm told that there used to be two dealers in Edinburgh so there was a bit of competition. Now that there's only one, from my experiences (both when we nearly bought the car from them and also now for service) they seem to be comfortably busy (had to wait a month to take it in) and complacent.

 

[Jassyo06]

Have never had this with Stirling Audi, unless they've changed it recently - poor show!

Had a courtesy car 3 weeks ago from Audi Hamilton no charge

 

[Bells]

Lincoln Audi mentioned something about administrative fee for arranging a courtesy car when I took my A3 in for a service last year but when it came to paying they never added any fee on.

I don't think I'd mind paying this fee for a service as that's a fixed timescale usually just 1 day etc but for warranty work I'd expect a courtesy car free of charge as it's not my fault if it has to go into the garage and like some people have already said daily fees could soon start to add up.

 

[daytonamart]

Out of warranty I am happy to pay £15, in warranty I am not.

 

[Mark_86]

Out of warranty I am happy to pay £15, in warranty I am not.

This.

 

[GSB]

Out of warranty I am happy to pay £15, in warranty I am not.

Pfft. If I'm taking an out of warranty car in for servicing or repair at main dealer rates, I'm going to want a free car and an ice cream sundae.

Notwithstanding the fact that you're paying through the nose for service that you can get from an independent at far better rates, you'd also have to think that somewhere in the tiny brain of the dealer is the innate desire to either be the first guy you call when you finally decide to replace your old car, or else sell you into a new car right there and then. This I think is a trick best pulled off if you haven't been striped up by the dealer for pointless and aggravating 'admin' charges...

 

[Mark_R]

Mine went into Edinburgh Audi just before Christmas and they made no mention of a charge for a loan car, so it must be a newish policy.

 

[lledwoc]

Had a diesel A3 saloon for a week while my S3 has been detailed. Not even taken H/O. No charge.

 

[wideboybloke]

Camberley Audi began charging £15 about 5 years ago. I was surprised when they didn't actually ask me to pay it the first time and they never have subsequently. So it seems it's just a procedural thing - they tell me it will apply, I ignore it and they don't ask me for it.

 

[BarryG79]

You've summed up my feelings exactly @GSB. Having just been back to collect the car they waived the fee "...this time as a good will gesture." Oh really. If they were trying to make me feel that they were doing me a favour it didn't work.



Which is why, despite the significant trip from Edinburgh to Stirling, I think I'll be taking the car there in future. I'm told that there used to be two dealers in Edinburgh so there was a bit of competition. Now that there's only one, from my experiences (both when we nearly bought the car from them and also now for service) they seem to be comfortably busy (had to wait a month to take it in) and complacent.

Can't comment on Stirling Audi yet being my local dealer, but all the dealers in the central belt are owned by Lookers so would of assumed that they all follow the same policy regarding insurance fees?? Clearly not though from what's being said here.

I agree with the OP that if it's warranty work then there should be no charge, if it's servicing then just hide it in the service fee and we'd be none the wiser lol.

I know that BMW/Mini Stirling charge £10 to cover insurance but the service desk also have the ability to waive the fee too.

But also check your own insurance policy, as I recently realised that if my car is in for service or repair that a courtesy car is covered under the policy, this is with Aviva.


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[wideboybloke]

I have always had service plans since I have owned Audis, so I just pay my monthly fee and the service charge is taken care of when the work takes place. The £15 fee is pointed out when I drop my car off, but not mentioned again when I collect it and the service guy goes through the invoice with me (when, of course, there is no charge for the service).

 

[S32B]

I've had an RS3 for a few hours test drive, A TT for a few hours when they did my first service and a brand new R8 for the day when I complained about something. I have never had to pay anything at all!!!

 

[h5djr]

My dealers have never charged me for a courtesy car, mine you I have purchased and had all my service work done by them on all 10 of my A3s. No I'm retired and my wife also has her own car we tend to work it that I drop off my car and she collects me.
I not sure whether others know but the Excess on the insurance on a loan car is often around £1000. A better way than using there insurance is to get their car put on your own insurance for then day. That way everything stays the same and my insurances companies have not ask me to pay anything for the one day because my own car is not on the road at the same time. Just needs a quick phone call to change over the cover.

 

[GSB]

Good tip re own cover... but many insurance companies will insure a dealer courtesy car for nothing, and often you don't even need to tell them. Check your small print...

all 10 of my A3s.

10? Wow. I'm reluctant to go back for the same marque, never mind repeatedly buying the same model. Aren't you even just a tiny bit bored of A3's by now? I like mine, but it's highly unlikely I'd buy another. I was toying with ordering an S5 next, but I had a play with one the other day and although it was very (very) nice, it was perhaps just a little bit too familiar inside. I won't discount it entirely, but the feeling of familiarity is a black mark.

 

[h5djr]

10? Wow. I'm reluctant to go back for the same marque, never mind repeatedly buying the same model. Aren't you even just a tiny bit bored of A3's by now? I like mine, but it's highly unlikely I'd buy another. I was toying with ordering an S5 next, but I had a play with one the other day and although it was very (very) nice, it was perhaps just a little bit too familiar inside. I won't discount it entirely, but the feeling of familiarity is a black mark.

No only have I had 10 A3s but since 1976 I have only owned some model from VAG. This includes....
5 Golfs - 3 of which were GTi's and 1 VR6
2 Audi 80 Sport
1 Audi 80E
1 Audi 90 E

Of all the various models the A3 has been the car that I've liked most and it my needs and I don't see any point in paying out a lot of money for something that will no doubt not be as good as the A3. My current 2.0TDI is the first time I have bought the same model a second time. The only other car I would consider is a Golf but VW insist in adding things that I'm not keen on to the models I would consider. Audi on the other hand allow me to choose the items I want. Also I have no wish now to own any thing larger than an A3.

 

[GSB]

No only have I had 10 A3s but since 1976 I have only owned some model from VAG. This includes....
5 Golfs - 3 of which were GTi's and 1 VR6
2 Audi 80 Sport
1 Audi 80E
1 Audi 90 E

Of all the various models the A3 has been the car that I've liked most and it my needs and I don't see any point in paying out a lot of money for something that will no doubt not be as good as the A3. My current 2.0TDI is the first time I have bought the same model a second time. The only other car I would consider is a Golf but VW insist in adding things that I'm not keen on to the models I would consider. Audi on the other hand allow me to choose the items I want. Also I have no wish now to own any thing larger than an A3.

Speechless. You are a stalwart of brand loyalty when such a thing has become a hazy memory among manufacturers and service providers who no longer value anything so fundamental as 'customer retention' and have become venal, grasping and shortsighted organisations that concentrate only on what sales, profits and orders can be locked into a lucrative finance offering, right-here, right-now... You are a dinosaur @h5djr , and I salute you sir.