RAC Warranty Complaint

creditcardnewbie

Hello to you all,

I need to make a complaint about warranty I received from RAC and was wondering if anyone else has had a similar experience?

I will try to keep this as short as possible but the general outline of the issue is as follows:

I purchased a car last year from a dealer along with 2 years RAC warranty. From the very first day I had numerous electrical faults with the car. To cut a long story short I got those issues fixed but RAC are now saying electrical faults are not covered by my warranty even though it states quite clearly on my policy that they are.

RAC customer services are unwilling to discuss the matter any further with me so I was considering writing to the RAC Chief Executive or taking it further - possibly Advertising Standards Authority?

I am just wondering if anyone has had a similar experience or if anyone was able to advise me on the next steps they think I should take?

Many thanks in advance for any advice you can offer :beer:

shaun_from_Africa

Does your warranty certificate state what level of cover it is for?
They currently provide 3 different levels (silver, gold & platinum) and it's only the top one (platinum) that covers all electrics on the vehicle.

You might have a lower level of cover but with standard documentation that covers all policies but with only certain parts applicable to some of them.

stator

With an insurance policy you first complain to the insurer then escalate to the FOS.
The ASA are irrelevant, don't waste your time with them.

creditcardnewbie

shaun_from_Africa wrote: »

Does your warranty certificate state what level of cover it is for?
They currently provide 3 different levels (silver, gold & platinum) and it's only the top one (platinum) that covers all electrics on the vehicle.

You might have a lower level of cover but with standard documentation that covers all policies but with only certain parts applicable to some of them.

Hi Shaun,

Thank you for your reply. I can confirm that it is the Platinum cover I have purchased.

creditcardnewbie

stator wrote: »

With an insurance policy you first complain to the insurer then escalate to the FOS.
The ASA are irrelevant, don't waste your time with them.

Thank you Stator for your reply. I do have a separate car insurance policy with Direct Line but was offered the warranty at the time and thought it would be a good purchase as it seemed to include all parts of the car but unfortunately RAC seem to be trying to wriggle out of their promises.

MEM62

creditcardnewbie wrote: »

Thank you Stator for your reply. I do have a separate car insurance policy with Direct Line but was offered the warranty at the time and thought it would be a good purchase as it seemed to include all parts of the car but unfortunately RAC seem to be trying to wriggle out of their promises.

What Stator is pointing out to you is that the warranty is an insurance product and you can therefore follow his suggestions in respect to getting redress for anything covered in the policy that the RAC are not honouring.

Your warranty document is the key here. If the policy states that and item is covered, then it is covered. However, be aware of any limitations to claims that may be included in the T's&C's.

Lucky_Duck_2

I would have thought the difficulty is that the faults were there at the time of purchase and are the responsibility of the seller to rectify rather than the after market 'warranty'

creditcardnewbie

Lucky_Duck wrote: »

I would have thought the difficulty is that the faults were there at the time of purchase and are the responsibility of the seller to rectify rather than the after market 'warranty'

Hi Lucky Duck,

Thank you for your reply.

I know what you mean however I did take the car back to the dealer once these issues started happening. They kept the car overnight but could not find any fault at all. They invoiced me for charging the car battery overnight and I had to pay for their time also.

With the same issues occurring I took it to another garage who 'immediately' discovered that the car was overcharging. After a bit of troubleshooting and replacement of some components they fixed the issue right away.

When I called RAC they were ok that I got the issue fixed at another garage but they tell me it isn't covered under the warranty. I have asked them to highlight where on my warranty terms it says this but they are unwilling to discuss the matter any further telling me I have already been told it isn't covered.

I have made a few calls to RAC since but they are unwilling to discuss it so I feel I need to take this to next level.

Lucky_Duck_2

Sounds like the original dealer didn't try particularly hard to diagnose and fix the problem.

I would be tempted to start the complaints procedure with the RAC but would also suggest to the supplying dealer that they ought to get their hands in their pocket for the costs.

creditcardnewbie

Lucky_Duck wrote: »

Sounds like the original dealer didn't try particularly hard to diagnose and fix the problem.

I would be tempted to start the complaints procedure with the RAC but would also suggest to the supplying dealer that they ought to get their hands in their pocket for the costs.

Thank you Lucky Duck.

I totally agree - either they found out what it was and didn't want to go near it or didn't try hard at all. I have rang a few times but RAC Customer Services seemed very unwilling to listen. I have obtained details for the CEO and I have an email drafted to send but I will hold off for a while in case someone on here is able to suggest an alternative.

Thank you again for taking the time to post. I really appreciate it.

Lucky_Duck_2

As stated above you need to follow the RAC's complaints procedure rather than/in addition to sending emails to the CEO. Assuming that reaches a stalemate it can then be referred to FOS.