Emac Service plan

dazza007

I purchased an Emac service plan via the Suzuki UK website last year. I paid in £350 and a few months ago I took my car in for the service to Suzuki Cumbria. After the service I signed an invoice which had a cost for £260. Now I know already that the I have been ripped off for an oil change and spark plugs for £260. However I was astonished that I had paid in £350 to the service plan.
So I contacted Emac querying the amount. They were perplexed and said the invoice was missing VAT. So I explained to them that the invoice infront of me said VAT = £40
Now they said when the garage send the invoice through, they will look at it. 7 days pass and they then don't want to talk to me really, they want me to get the garage to phone them..
So I did talk to the garage and got Cumbria Suzuki to talk to EMac. After they talked I called the garage and the mood changed from we don't really deal with Emac to this issue is between us an Emac. Oh, and they generated a second invoice , in which the labour for the service was increase so the final invoice sum came to..........yes you guessed it £350.
Shocked and amazed I emailed Emac and they ignored the emails. So I asked for the assistance of Suzuki UK, they initially told me to call Emac and give me some telephone numbers and my e-mails were ignored until I wrote on their facebook page.

Now I have 2 invoices and it clearly shows what has gone on. Emac don't care as they have their second invoice which they have processed so they are happy £££££££££. Emac are were still telling Suzuki UK that there was an error with the first invoice missing VAT. I am finding the ignorance or lack of care looking at these complaints bewildering.
At the moment Suzuki UK are not answering e-mails.
Emac have not apologised for any error as they are happy that they have my money.
Cumbria Suzuki have the money I guess after they changed my invoice.
I was given a service plan and the 67,000 mile service at Cumbria Suzuki costs £260. Where do I go from here. Trading Standards have been informed of this but I guess it will be down to me to take the parties to small claims court. However, I am certain that changing invoices is underhand and it has to be somewhat illegal? So why do none of these companies care? Is this practice normal? Should it be?

marlot

I guess you've found out the hard way that most of these service plans are poor value for money.

dazza007

I agree, I thought purchasing directly via Suzuki would be at least honourable though.

How can these companies get away with being such rip off merchants though? It seems that there is no protection for consumers, I am shocked that they can be allowed to get away with this underhand practice. I cannot understand why changing invoices is not illegal?

plane_boy2000

How does your service plan work?

I have a Lexus service plan administered by emac. The dealer asked me how many miles would be covered a year, then worked out the cost of those services over a 3 year period. Total amount was discounted and this was the price of the plan, so although I know the cost of each service (Lexus now have fixed price servicing) they never told me the exact cost of each one - I just worked it out

How do you know the cost of each service in your plan to think you were overcharged?