Dealer experience with leaky bellows

[MV Cali]

Our 24 Cali is in the garage at the moment to get the bellows investigated for the usual leaking from along the stitching on the front panel. It's got so bad that it's dripped down onto the passenger seat and made a watermark.

The dealer is saying that the bellows are only supposed to be water resistant and shouldn't be used in heavy rain, and keeps using the 'tent' analogy. I've explained that the examples I've sent (photos and videos) aren't from heavy rain, just the usual UK weather. But they keep repeating the same excuse.

Despite having the van for nearly 2 weeks the dealer is saying that they are unable to replicate the issues we've seen. Apparently they've done a 2 x 3hr water tests. I'm unsure what the test involves but I suspect it's not an appropriate representation of actual weather you might come across while camping.

We've refused to pick the van up in it's current state. The dealer suggested that we go through the complaints process which was a waste of time as they just called the dealer and then repeated what they'd said. I've asked for the complaint to be escaled, and I'm awaiting their response but I'm not hopeful as it just appears to be an outsourced customer service team (they called me to get the dealers number because they couldn't find it on their system or online????).

I know from reading up on this that there used to be someone at VWHQ who was a known source for sorting these issues, but I'm sure I read somewhere that she'd moved on.

We don't want to have to use a cover or if it comes to it, have to refuse the vehicle. Just basically want VW to admit liability and step up.

Has anyone else had any recent success taking their case higher when the dealer is taking this approach? Or are we wasting our time?

 

[SusiBus]

I think VW have made it more difficult for dealers to offer replacement bellows recently, but it might be worth trying a another dealer.
Our Cali is a June 2024 reg, that had O5S bellows. It was out in very heavy rain, and I took videos of what happened. It absolutely poured in from the back of the vehicle, running down the ledge. Also seeping in down the bottom of the two front seams, that were not taped.
I suspect it might have been coming in from the rear, because the bellows tend to be too taught at the corners, and pull the rubber seal up a little off the aluminium extrusion that it is supposed to be fixed to. I didn't investigate as it was pouring down and dark at the time. Luckily l was able to get the roof down before too much damage was done, and sleep down stairs. If we had to use the upstairs bed, I don't quite know what we would have done. Not acceptable.
I submitted the video to our dealer and the bellows were subsequently changed to 06S bellows. The dealer did say they had to do their own independent test.
Unfortunately I do think you may have a problem pursuing this because VW seem to have abandoned the mantra in business, 'The customer is King'.

 

[Betsycalifornia]

I’m not hopeful that you’ll get a decent resolution here but the person who we dealt with, she may have moved on but someone will have taken over.
To: VWCV Executive Office <executive.office@vwcv.co.uk>
Subject: FAO Rhiannon Owen’s

One thing that may help your case is if your bellows are earlier than the latest 06 model as they appear to be as good as it gets, mine are now 06 but still leak, albeit a lot less than the 3 previous ones I’ve had.

I would also suggest to the dealer that as the vehicle is advertised as “sleeps 4” the advertising is misleading if that only applies during dry weather. A complaint to trading standards wouldn’t hurt but it’s all extra effort that shouldn’t be required.

I’ve raised a complaint with the ASA but I’m not hopeful. Maybe more people could add weight by submitting similar complaints. How can the vehicle sleep 4 unless that’s under all conditions? Maybe the German designers got very cosy sleeping 4 downstairs during trials!

 

[MV Cali]

I’m not hopeful that you’ll get a decent resolution here but the person who we dealt with, she may have moved on but someone will have taken over.
To: VWCV Executive Office <executive.office@vwcv.co.uk>
Subject: FAO Rhiannon Owen’s

One thing that may help your case is if your bellows are earlier than the latest 06 model as they appear to be as good as it gets, mine are now 06 but still leak, albeit a lot less than the 3 previous ones I’ve had.

I would also suggest to the dealer that as the vehicle is advertised as “sleeps 4” the advertising is misleading if that only applies during dry weather. A complaint to trading standards wouldn’t hurt but it’s all extra effort that shouldn’t be required.

I’ve raised a complaint with the ASA but I’m not hopeful. Maybe more people could add weight by submitting similar complaints. How can the vehicle sleep 4 unless that’s under all conditions? Maybe the German designers got very cosy sleeping 4 downstairs during trials!

That's great advice thanks.

Yes it does say sleeps 4. What they forgot to mention is you can use it when it's hot because the top drops, and you can't use it in the rain because it leaks.

And what do they expect would happen with 4 people sleeping in the van and there's a change to unfavourable weather?

 

[Up10]

That's great advice thanks.

Yes it does say sleeps 4. What they forgot to mention is you can use it when it's hot because the top drops, and you can't use it in the rain because it leaks.

And what do they expect would happen with 4 people sleeping in the van and there's a change to unfavourable weather?

I have a thread running about the motor ombudsman which you might want to check over to be fully informed
There are many reasons for not accepting £500 towards a third party bellows wrap. Amongst which is Health and safety, as soon as you have to stand on a step you are technically working from height so putting yourself at risk of falling.
I agree with your point on change in the forecast. We go away for weeks at a time so would be forced to take a wrap and use up valuable storage in the van.
Functionality changes, no fantastic panoramic view when you put a wrap on the bellows, no stargazing or sunbathing on the top bunk! Fly mesh openings will be covered, no through ventilation up top.
When you've worn Rhiannon out, you will get passed over to Oliver. Same job title but a scary bloke (apparently) who sits at a nearby desk. Who says sexism is dead!
But then I am just a jaded owner. Lovely vehicle but shame about the disfunctional leaky 06s bellows!
It isn't the fault of the dealer in this instance, it is very much driven by VW Group dictats.

 

[JuanVecino2023]

My experience (with Breeze Poole), was as follows:

The van was booked in for warranty work late 2024. I had to cancel due to work commitments. Replacement of 04S bellows was on the list.

I took it to them in April 2025 for a rebooked warranty work and annual service.

I was told a missive from VW HQ went out in April to all dealers informing them that the cost of bellows replacements would no longer be covered.

The tent/weather analogy was touted to me.

I was given a waterproof bellows cover to placate me (standard practice now).

I didn't fight it any further.

Due to the above and other disappointments with the after-care, servicing and build quality, I sold the van in June.

 

[MV Cali]

I have a thread running about the motor ombudsman which you might want to check over to be fully informed
There are many reasons for not accepting £500 towards a third party bellows wrap. Amongst which is Health and safety, as soon as you have to stand on a step you are technically working from height so putting yourself at risk of falling.
I agree with your point on change in the forecast. We go away for weeks at a time so would be forced to take a wrap and use up valuable storage in the van.
Functionality changes, no fantastic panoramic view when you put a wrap on the bellows, no stargazing or sunbathing on the top bunk! Fly mesh openings will be covered, no through ventilation up top.
When you've worn Rhiannon out, you will get passed over to Oliver. Same job title but a scary bloke (apparently) who sits at a nearby desk. Who says sexism is dead!
But then I am just a jaded owner. Lovely vehicle but shame about the disfunctional leaky 06s bellows!
It isn't the fault of the dealer in this instance, it is very much driven by VW Group dictats.

Thanks for the reply.

I agree that its VW who are to responsible for this. Not the dealer.

 

[CaliforniaCylus]

Thanks for the reply.

I agree that its VW who are to responsible for this. Not the dealer.

Except you bought the vehicle from the dealer so your contract is actually with them... Particularly if you wanted to attempt to reject the vehicle.

I'm not sure the VW Warranty is worth the paper it's not printed on...

If I had to put a wrap on it I'd sell it. Luckily my 03S bellows are presently super watertight.