Warranty Direct
Complaint 188909 Details

Please please be aware when buying warranty for your car from this company, I had a conversation with on of the sales people regarding warranty, I can't remember if I phoned them or they phoned me, but at the end of the discussion , the price quoted was a lot more than my renewal quote form my BMW dealer.

They requested that I send a copy of my quote in and he will discuss it with his manager as they are suppose to to be able to match or beat any dealer's warranty.
I was also to have a look at there website and see compare what they cover etc.
I had gone over everything in detail with them , covering every aspect or eventually , and all like for like comparison between both companies,

I had a phone call to say that they have decided to match my quote by a couple of pounds cheaper, they also cover wear and tear and the excess is £50 less than I would be paying BMW.

I recapped all the details and ask the sales person if he is selling me a made up or sub standard policy just to close the sale, he said not at all, I am fully covered on the Fully compressive policy which they refer to as LUXURY CARE. I also asked why am I not on the luxury plus as that was their top policy, well that was for cars who wants to cover everything scratch, tyres, etc

I agreeded to the sale , and my policy documents came out a few days later, I noticed it booklet said Extra Care and Luxury was not mentioned, I phoned the say sales person as we had build up a good relationship over the past few weeks, he said that is what all the policy's are call on the booklet , but I have the fully compressive as we have discussed and full notes regarding the price which was agreeded was on my file.

I made a note on my paper work, and felt reassured I had the right documents . I am now in the process of making my very first claim after 2 years, for only a small part totalling under £500, and after they refused to cover it , when BMW said if I had their warranty it would be covered, I rang through and made a complain, after a lengthy conversation, I was told , that would not be covered because I have a NAMED COMPONENT POLICY !!!!!!!!!!!!!!!!

Well you could see the steam coming from my head, I was really f---ed of now , I asked why would I send you a copy of my quote from BMW and then pay you more per month for a named part only policy, as the price I was paying the past 2 years was more that I was quoted from BMW for named component . The customer service advisor said it was my job to check my policy and they cover wear and tear , that was my explanation .

They have not said they are sorry or will look into the matter, she listened to the closing sale conversation and don' t think I was mis soled the policy, but she has not listened to to conversation days before where I went through everything in detail or when I was told they would match my quote from the dealer .

I also said at no time during the days of me speaking the the sales person was either of us ever discussing Named Component ,
I was only ever interested in taking out a fully compressive policy , which the figures showed they were £ 2.00 cheaper than my quote, so WHY WHY would I be having a discussion if I was not sold the incorrect policy.

THIS IS ONE OF THE WORST LEVEL OF BETRAYAL AND MIS LEADING A CUSTOMER INTO BELIEVING OVER THE PHONE YOU ARE GETTING WHAT YOU PAY FOR , AGREEING TO MATCH A QUOTE BUT REALLY NOT OWNING UP AND JUST SAYING SORRY WE CAN NOT HELP YOU ON THIS OCCASSION .
I FEEL VERY ANGRY AND CHEATED THAT SOMEONE COULD JUST LIE TO YOU OR MAKE THINGS UP AS THEY GO ALONG AND IT IS ACCEPTABLE TO DO THAT WITHIN A LARGE COMPANY AND GET AWAY WITH IT.

I am still in the the process of getting to the bottom of this matter and have no intentions of backing down, I now have to pay them for a copy of my phone call and I will be requestion a copy of all our conversations, noy just the closing sale bit, also a copy of the email asking me to send through my quote and the conversation when they have agreeded to match it .

I have already paid out for my car and I am not concerned about the money for my claim at this point, but very annoyed that I have been paying out for a fully compressive policy and only getting a named component cover for the past 2 years.