Car dealers lie about delivery times

[Melbourne Consumer]

I ordered and paid a deposit on a Volkswagen Golf on 29 May 2010 from Sth Yarra Volkswagen. It was made very clear face to face and via email that the purchase needed to be completed by the end of this financial year, (30 June). I was informed that delivery date would be 20 June even though the contract stated 30 June 2010. Imagine my surprise when I made further enquiries and discovered that the ship that was carrying my car was not due in Melbourne Docks until 16 July 2010 which meant the car could never have been delivered on time as per contract. I made numerous calls to Volkswagen Australia and their suggested resolutions were either to buy a different car from a dealer 40 kilometers from where I live or prepay Sth Yarra Volkswagen prior to 30 June to ensure that the car was purchased in this financial year. They seemed quite accepting that I could and should otherwise wait.

I emailed the Managing Director Anke Koeckler regarding this matter who has not bothered to respond. I also requested the use of a courtesy car but was informed one was not available. I have now contacted Volkswagen in Germany and will lodge a complaint with Consumer Affairs.

Consequently I can either cancel the contract which I can do if the car is not available within 14 days of the advised delivery date and start the process with another dealer or I continue with the existing dealer with whom I have lost faith. It will not be pleasant having my car serviced through this dealership given their dishonesty.

I am stunned that Volkswagen Australia seem OK with the fact that the Dealer was deliberately misleading and after talking with friends and family discovered that dealers often misrepresent delivery timeframes in order to secure a sale.

Is there any way to ensure that dealers are made accountable in these situations and is there any other way of finding a resolution.

[aw1978]

my advice would be to walk away and find someone who wants to look after you... and there's nothing to say you need the dealer to service your car, take it somewhere else..

[Melbourne Consumer]

If I cancel the order and place it elsewhere I will have to wait up to 8 more weeks before the car is delivered and may also loose the special deal that was $4,000 cheaper.

Instead I have lodged a complaint with Consumer Affairs, in hope that the dealer is made accountable for deliberately misleading me.

[diesel8]

Just curious how did you go? Did you manage to get any compensations or hear any follow ups?
I had came cross the same issue for my Polo via another VK dealer in Melbourne, and I'm glad I wasnt the only one alone that feels extremely dissapointed and manipulated. I'm in the process to seek advices on best approaches to resolve this. cut the story short, my delivery date was suppose to be within 2 weeks for an internal transfer (confirmed in person on sale date, however I only have just realised contract states TBA ) now by surprise 24 hours before I'm due to pick up my car, VK has turned around and said this car is not to arrive in the country until 19th July, plus custom clearance I'm looking to wait until at least early August, not to mention the other complications involved here that person sold my car is no longer working for them, and actual order was placed 5 days after my contract date through another sales name whom I never met or dealt. I'd like to hope I am still getting my car within the new proposed delivery period.

[Melbourne Consumer]

Diesel 8. No action yet. I did contact Chairman of the Board of Management of Volkswagen AG, the parent company of the Volkswagen in Germany. On Friday 2 July I got an email response and was told that VW Australia or the dealer would contact me. When I heard nothing today I called VW Australia. A few calls later the Manager of dealership called me. At one stage he asked if I still wanted the car "as they could easily sell it if I didn't". I responded that I thought this comment was inappropriate to which he said he didn't mean it to be deemed that way but he still said it. He confirmed that the ship was not due till 16 July and then it would take 12 working days, which means delivery is not likely until August. I have since been online and ascertained that the ship is not due until 18 July so delivery is now likely to be later. If you do not wish to lodge a complaint with Consumer Affairs you can submit a FYI notification. Notifications are monitored by CA and if there is trend of complaints then they investigate. I am now thinking of doing talk back radio

Good Luck.

[diesel8]

All the best of luck for you too.

I have received an update today that they have found my car and it's in their transfer process and they will confirm my delivery date sometimes next week. Still curious on how in the world does a car just miraculous disappear and then appear again? LOL

[Melbourne Consumer]

Good luck to you. It seems I will be getting my car in early August, 6 weeks after the ETA I was told and 10 weeks after it was ordered. I would really like to see a process put in place that shows up front the delivery timetables to the customer with penalties for lateness so that there's some accountability on behalf of the car dealers. I understand that shipments can be held up but this was not the case for me, rather the salesman lied.

[OldGreyDog]

We bought an Audi A3 last year. The dealer (Rex Gorell) gave us a delivery time of 3 months. It actually ended up taking six months. Model change was the excuse but surely the dealer should be across such things. In any case we ordered a red car and got a white one!!!

[PennyPacker]

There wouldn't be too many people who've had a satisfactory experience in buying a car. I dread the time when I next have to venture into a dealership; I have to really psych myself up first and take a deep breath. Having bought about 20 cars so far you'd think I'd be used to it, but nooo. Even though I've worked in sales most of my career (at a technical far more credible level than those buffoons), I still can't handle the insulting condescending crap even when I can see it coming. The NRMA in NSW had the right idea some years ago when they tried to launch a hassle free (meaning salesman free) way of getting into new wheels but the MTA blocked it.

[PennyPacker]

There has been much speculation over the years about the nature of car salesmen and I'm saying 'salesmen' simply because the vast majority of examples of the species are male. Anthropologists and archaeologists are hopeful of finding unambiguous evidence in forthcoming dig-sites of the exact positioning of the species on the evolutionary timeline. However, as an interim measure, they are placed as follows in this greatly abbreviated version: Australopithecus africanus; Homo habilis; Homo erectus; Homo neanderthalensis; Homo carsalesmanensis; Homo realestatesalesmanensis; Homo floresiensis; Homo sapiens.

[Ipen]

We ordered our Golf in May last year, got an initial delivery date of August, the car was delivered in September. We were kept informed of the build process (like when it was manufactured and sent to the docks)and I was able to monitor the ship's movements on the internet. This was cool.

We weren't promised a date, and the contract had a "get out" clause that kicked in if the car was delayed by more than a certain amount. READ THE CONTRACT! anything the salesman says means NOTHING unless it's in writing.

PS it's a great car.

[DG58]

So i go to a dealer and ask to buy a car, they want my money (at least some of it) now, but the car will be here in 6 month, (maybe)forget it, When i decide to buy a car, i want it now and if they don't have it now i don't want it.

[OldGreyDog]

Is it my imagination or are most of these complaints directed at VW dealers.

It seems to me that the difference between our Audi (part of the VW group) purchase and our Jeep purchase it that Jeep salesman basically give you a choice of what is already in Australia or what is soon to arrive. The idea of ordering a car and then having it made and delivered from Germany (or Austria in the case of Jeep) is full of problems.

[Melbourne Consumer]

DG58. Agree you need to read the contract. Mine said delivery date 30 June although I was promised 20 June face to face and in emails. In my contract there is a get out clause if the car is not delivered within 14 days of the delivery date. The problem with this is that if you cancel and buy elsewhere you again encounter delivery timeframes and so the dealers have you because they know this and thus take advantage. Actually I have been very disappointed in VW Australia and VW Headquarters in Germany who referred me back to the dealer even though they knew that the dealer had deliberately mislead me about the ETA. Yes the Golf is fantastic car but service committment to clients very poor and eventually it will catch up with them.

[Legless]

So Melbourne Consumer do you really think future dealings with this VW seller are going to be any different when it comes to servicing and sorting out problems that might appear with the car? I think not. I think you've been shown just how much thy value you as a customer and should heed the warning. Find a manufacturer and dealer who want your business.