LittleOwl

We had exactly the same response from Skoda UK (word for word) in October 2018. We still successfully rejected car. Your contract is with the dealership or Finance company (if bought with PCP etc) not Skoda UK.

We were exactly the same. Rejection within 30 days you get full refund. After that they can make a deduction for wear and tear but this can only be by a reasonable amount ( you can go to financial omdudsman if excessive). You should get most of what you have paid back. We rejected within 30 days and got full refund of everything we had paid, however, we did lose monies on the value of the car we part exchanged... They only refunded the value that they had given us but as is usual with part exchanges the car was actually worth more. But to be honest we just wanted out of the contract and to get rid of the Karoq.

Ducked, as you bought on PCP you must send your intention and reasons to reject to PCP Finance company. They are the ones that have to officially reject the car. You do not need to communicate with the dealer or with Skoda UK, they are only a distraction. Your contract is solely with the Finance company.

Whether they call it a characteristic or fault is irrelevant. Consumer Right Act is on your side. You can reject as' not fit for purpose/ not satisfactory quality/ doesn't perform as a reasonable consumer would expect/misleading omissions I.e. You were not informed of 'characteristic' before purchase'. Plus precedent has been set.... Lots of successful rejections. Strongly recommend you get in touch with Which? Legal Services. You pay approx £9/mth to be a member (can cancel at any time) and you get free legal advice. They also monitor issues they are dealing with. So too many 1.5 issues and it will kick start a Which? investigation. They gave us brilliant advice when we had to fight to reject out Karoq last year. We had to listen to all the 'characteristic' baloney too and bullying to get us to keep car. Successfully rejected and got a full refund.

My understanding of Consumer Rights Act 2015 - 1. Short term right to reject within 30 days of delivery - any issue is automatically considered inherent, don't have to allow retailer an attempt at a fix, full refund of all monies paid. 2. Reject within 6 months - Retailer has right to attempt fix, burden is on retailer to prove issues were not inherent at time of delivery, fair deduction for wear and tear can be made on refund if continue to use goods. 3. After 6 months - Burden is on Consumer to prove that issues were inherent at time of delivery, fair reduction for wear and tear can be made on refund. Refunds should be made without 'undue delay' once retailer agrees consumer entitled to refund (guide is 14 days). Refunds must be given using same payment method consumer originally used, unless consumer expressly agrees otherwise.

They may reduce refund by wear and tear as you have had use of car for a while but this cannot be excessive and must be reasonable and fair.

We had PCP finance so technically the Finance company own the car and they are the ones who must reject it. We, therefore, notified VW Finance company we wanted to reject car and reasons why. Finance company told us it could take 8 weeks to investigate. They took the full 8 weeks. ALL monies then refunded by dealership within a week once rejection accepted. If you bought the car direct from dealership you reject to the dealership. Either way the law insists refunds are paid without any undue delay once a rejection is accepted. Monies included deposit, all monthly payments, value of part- exchange, protection policies etc. If you are rejecting the car it is best not to continue driving it, as this can weaken your case. However, I think Skoda can no longer claim that there are no issues with this car. Put everything in writing ( including records of telephone calls). Good luck.

Reject. Reject. Reject. Skoda/VAG are giving customers the runaround

Markyj - I also successfully rejected through finance company. You need to email and let them know you are formally rejecting the car and reasons. Quote Consumer Rights Act - car is of unsatisfactory quality and not fit for purpose (doesn't drive/behave in a manner a normal user would expect a car to behave) and dealer unable to resolve issues. They can take up to 8 weeks to make decision. You do not need to deal or talk to anyone else during this process. Your contract is solely with the Finance Company and they are the ones that reject the car. Which Legal Services gave invaluable guidance. VW Finance have accepted rejections of numerous Karoqs at this stage so will not be able to refuse yours. Reject and break free from the nonsense - Good luck!

No replacement yet but it will not be from VAG ever again.

Good luck to everyone. I hope the update sorts out all the problems. Still glad we rejected though. Registration LS68 BKE

We also refused to drive car again. Dealership & Skoda UK tried everything possible to try and force us to take back car. We stuck to our guns and got our rejection. The rejection itself was straightforward- Skoda don't have a legal leg to stand on in relation to the problems with these cars - it was the stalling antics, fobbing off and smoke and mirrors nonsense of dealership and Skoda UK that caused all the hassle.

Skoda are trying to reduce number of official rejections. The only ones losing out are the customers. You don't need a lawyer to reject.

OMG! This is exactly what happened to us, including the short notice removal of loan car. Incredible. It was only when we contacted Which? Legal services and got clear advice and guidance that we made any headway.

We had ours 10 days before complaining to dealer. Given massive runaround, especially by Skoda UK. Clear legal advice meant we focussed our attention on the parties that mattered. Resulted in successful rejection and full refund. Strongly advise you reject too. No-one should have to drive a car they no longer trust.

Armeg1 your contract is with the dealer and they cannot offload their responsibility. The same as if you buy goods from a shop. If there is a problem, the shop must sort it out, they cannot say you must deal with the manufacturer. Skoda UK are the importers, they will just give you the run around as they have no legal contract with you. You need to get tough with the dealership. Ideally, you should refuse to drive the car again. The issue does not have to be a 'fault' for a successful rejection. A new car should drive in a manner that a reasonable person would expect it to. Refer to Consumer Rights Act 2015

Good luck with the rejection Musical Electric. Stick to your guns. A new car should not ever behave like this and VAG know it.

Re: loan cars - retailer told us the same... treat like your own.... except you cannot transport pets in them or take abroad and are still liable for damage excess, all while you are still paying insurance, tax etc on your own Karoq... and they then removed it from with us with only a couple days notice, leaving us without any car at all - they we trying to force us to take back our own car

VAG could be trying to 'manage' customers out of rejections. They do not have your best interests at heart. You can all still reject cars - After 6 months the onus is on customer to prove issue existed at time of purchase (before 6 months any issues are automatically considered inherent). Refer Consumer Rights Act 2015 (unsatisfactory quality). You have all given your retailers plenty of time to resolve issues. They haven't. Your contract is with the retailer (or Finance company if you bought through finance) and these are the only people you need to communicate with, NOT Skoda UK. If you reject, and still want to buy a Karoq in the future there will be plenty available on forecourts, at cheaper price. Shockingly we were told the car we rejected was for going for resale. For those who have just bought this car, if the retailer did not tell you about the issues beforehand they could be in breach of Trading Standard Regulations, misleading omissions.

Skoffski video shows exactly what used to happen with our Karoq on even the slightest incline/speed bump. Combined with the kangarooing. An accident waiting to happen and why we rejected car.

Cancellation of insurance gets you a refund, we didn't have any admin charges. Refund on rejection within 30 days includes full refund of any traded in car too.

Jezza4567 my advice is hand the car back and reject it now

Ours 1.5 TSI manual. Ordered Sept 18. Registered Oct 18. Do not know build date (was already built for dealership as a demo). Kangarooed and dangerous loss of power. Successfully rejected. Bazza 123 you can still reject car. Consumer Rights Act allows you to reject even older second hand cars but there may be reduction in refund for wear and tear (but you only have 5000 on clock). As I understand it, before 6 months the issues are assumed to have been inherent at time of purchase and it is up to the retailer to prove otherwise, after 6 months the onus is on the customer to prove that issues were present at time purchased car. Problems that start happening after purchase are covered by warranty. However, I think Skoda will have a hard time saying that your issues were not inherent in your car when you bought it, especially with HJ article. Your argument is that the car was not of satisfactory quality when you purchased it. The issue of 'fault' vs ' characteristic' is smoke and mirrors from Skoda, a car should behave in manner that a reasonable person would expect any car to behave. It is a hassle to reject, we loved the car otherwise, but we were not prepared to be the family that had the first serious accident.

We are going to buy a cheap second hand run around for time being. Will never ever buy from VAG again.

Remember if you bought car direct from dealership your contract is with the dealership. Your rejection is to the dealership and communications should be to them. If you bought car with finance (PCP, HP etc) your contract is with the Finance company. Your rejection is to the finance company and communications should be to the finance company not the dealership. The finance company technically own the car and they are the ones that deal with the dealership. You do not have a contract with Skoda UK and you do not need to communicate with them. Skoda UK know this and they will just keep you going around in circles.