Very disappointing experience with Thompson Commercials and Renault Trucks.
UPDATE 29/08/2026: This is a commercial vehicle that is critical to our business. Every additional day it remains off the road has a financial impact on us.
The original problem was reported nearly 28 months ago when the vehicle had only just over 11,000 miles on the clock. It has now been with Thompson Commercials for approximately three months during the current visit alone.On 27 August we were told by telephone that Rehicle. We asked for this to be confirmed in writing. We are still waiting. On 28 August we emailed again asking for confirmation that the repair would now proceed and, importantly, when our vehicle would be repaired and ready for collection. We received no response.
Most business owners will understand the financial impact of having an essential commercial vehicle unavailable for this length of time.
As of today, 29 August, the vehicle remains at Thompson Commercials and we still have no confirmed repair completion or collection date. Every further day without our vehicle means further disruption and financial loss to our business.
We simply need Thompson Commercials to confirm in writing that the repair is proceeding and tell us when our vehicle will be ready to collect.
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UPDATE 28/08/2026: Following yesterday’s telephone call, when we were told that Renault had agreed to cover the cost of repairing the vehicle, we emailed asking for written confirmation that the repair would now proceed and when the vehicle would be ready for collection. We received no response.
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UPDATE 27/08/2026: We received another email from Thompson Commercials this morning confirming that there is still “no information available at this moment”, although we have been told they hope to have something concrete today. Later that day, we received a telephone call advising us that Renault had agreed to cover the cost of repairing the vehicle. We asked for this to be confirmed in writing.
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UPDATE 26/08/2026: We were told we would be kept updated throughout the day, but no further update followed. After more than two years of dealing with this, we need a solution, not another promise of an update. Please repair our vehicle or return it to us.
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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.