Skoda Dealer Charges Mystery £99 Fee, Delivers Faulty Car
Marshall Skoda Milton Keynes charged an unexplained £99 'reservation fee' and delivered an approved used car with broken windscreen washers. Consumer rights experts say buyers should challenge mystery fees.
A Skoda dealer has come under fire for charging customers a mystery £99 'online reservation fee' and delivering supposedly approved used cars with basic faults - highlighting ongoing problems with UK car dealer standards.
The case emerged when Autocar reports detailed one customer's experience at Marshall Skoda Milton Keynes, where a £34,000 Kodiaq purchase turned into a catalogue of dealer failures.
The customer was charged £99 as an 'online reservation fee' that wasn't applied to the final deal, with no explanation given. Only after questioning the charge was a refund promised - leaving doubt about whether other customers simply accept unexplained fees.
More seriously, the 'Skoda Plus Approved Used' vehicle was handed over with broken windscreen washers. When the buyer reported the fault, the salesman bizarrely suggested calling breakdown recovery and 'throwing mud on the windscreen for dramatic effect.'
The problems didn't stop there. Despite explicit requests, the car's interior wasn't properly cleaned before handover, and a straightforward cash-plus-trade transaction took two and a half hours to complete.
Know Your Rights
Under the Consumer Rights Act 2015, any fees must be clearly explained and justified. Dealers cannot simply add charges without proper disclosure of what service they provide.
For approved used cars, dealers are legally required to ensure vehicles meet the standards advertised. A car sold as 'approved' with basic faults like broken washers could constitute a breach of contract.
Challenge mystery fees immediately - ask for a written breakdown of what any 'reservation' or 'admin' charges actually cover. If the dealer can't justify the fee, refuse to pay it.
For faulty approved used cars, demand immediate repairs under warranty. If dealers suggest you arrange your own breakdown cover for pre-existing faults, this is unacceptable - the selling dealer remains responsible.
The case highlights a broader problem in UK car retail, where dealers often fail on basic customer service despite healthy profit margins. In a challenging market, getting simple handovers right should be the minimum expectation.
If you experience similar issues with unexplained charges or faulty approved used cars, Citizens Advice can help you understand your rights and next steps.
Marshall Skoda has been contacted for comment on their fee structure and approved used car inspection procedures.
