Servicing isn’t done by the RAC, it’s all a bit odd really. The RAC order and purchase them directly from VW, then they go and get kitted out at our ‘factory’ and then all the maintenance is operated by Novuna, who are useless. It’s down to the drivers to keep the maintenance in date, but ultimately Novuna won’t authorise any work that’s not required (unless you catch them on a good day).
A perfect example of this is that one of our guys needed a set of new tyres, booked it through Novuna, who authorised the tyre replacement - but not the purchase of the tyres! The patrol got to the tyre fitters and was asked where his tyres where that he needed putting on!!
Thankfully I’ve never had any problems getting work done, other than VW’s poor service at the dealership. i.e after the egr got done, it kept going into limp mode, DTC stored for exhaust temp sensor. Had a look at the paperwork from the dealer and there was a £380 cost for ‘repair wiring harness at sensor 3’ which is the exhaust temp sensor that was now failing and previously hadn’t. I had a look at it and the plug was broken, so they’d decided to invoice the fleet company for repairing this plug, which they hadn’t. I bought a new sensor from TPS for £110 and fitted it on my lunch break. Dealers are shocking these days!
