Very disappointing experience with Thompson Commercials and Renault Trucks.
We bought our Renault Master new for around £51,000. The problems started when the vehicle had only 11,827 miles on the clock and was still under the manufacturer's warranty. Over the following 27 months the vehicle went through numerous visits, diagnostics and repair attempts within the authorised Renault network but the same problem kept coming back. What I find particularly difficult to accept is that only after the warranty expired were we told that the root cause had finally been identified. We have now been told that the injectors are over-fuelling and that this has caused serious problems with the DPF and EGR system. Despite the original fault being reported under warranty, we are now being asked to contribute towards the cost of putting it right. The van has now been at Thompson Commercials for over two months. It is still unrepaired and still in their possession. We have escalated the matter to Thompson Commercials management and Renault Trucks UK and sent numerous emails trying to get a clear resolution. Many of our recent emails have simply gone unanswered. We have now even asked Thompson Commercials to return our van to us, as they originally collected it from our premises. We also requested the job cards and diagnostic documentation from the current visit. We are still waiting for a response and they still have our vehicle. We are a small Yorkshire business and this is not just an inconvenience. We rely on this vehicle for our work. The continuing problems and periods without a reliable van have affected our business across three consecutive seasons –2024, 2025 and 2026. After 27 months, I don't think it is unreasonable to expect a vehicle that works a clear explanation of what went wrong and proper communication when things go wrong. Unfortunately, that has not been our experience.
