Mis sold warranty

MsmithLFC

Hi I originally had a AA gold warranty and was told they would contact me to renew it. I wasn’t contacted and during lockdown I become worried that it may be coming to an end. AA forwarded me onto The Motoring Organisation (TMO) they contacted me 27th April and advised that because of the current situation and the fact my policy had ran out early that month, they would continue my policy as an extended warranty. I received my policy stating I was covered from that day 27th April. I made my first payment. Unfortunately I had to take my car into a garage on Fri 15th May and received an Email Monday 18th May to say the automatic gearbox had gone and they would start the claim with my policy information. TMO contacted me 18th for information regarding the claim, they were not happy the mechanic had said it needed a new gearbox and they were suggesting a reconditioned gearbox would be better. Today 21st I contacted TMO for an update and they advised that the claim was rejected as they had mis sold me the policy. They advised that I was a new customer and the 28 day waiting period was in place. I told them I was advised this 28 day period didn’t apply as I was an existing customer with a policy from AA. They apologised for what I was sold but advised there was noting they would do for me only refund me my months payment. Where do u go from here. I’m worried sick. Thanks Melissa Smith 

AdrianC

Timeline:
AA warranty expires sometime early April.
AA will not renew, but point to TMO.
TMO policy starts 27th April.
Claim starts 18th May.
TMO say "No claims within first 28 days of new policy"
You say "But it's not a new policy, it's a renewal"
They say "No, sorry, it isn't. Here's your payments back"

What do the Ts & Cs say?

Seems to me that it can't be a renewal - not only has there been a gap without cover, but it's with a new warranty provider.

Where do you go from here? Either to the Motor Ombudsman, if they're a member, or you pay the bill as if you didn't have a warranty...
https://www.themotorombudsman.org/consumers/our-codes-of-practice/vehicle-warranty-products-code
If the bill is more than the car's value, scrap it. A recon box may well bring the bill down substantially compared to a brand new one.

fred246

Beware the Motor Ombudsman is run by the motor industry and is particularly useless.

mcpitman

fred246 said:

Beware the Motor Ombudsman is run by the motor industry and is particularly useless.

Beware. Any statement made by fred246, is generally untrue and biased beyond belief.

[Deleted User]

Formal complaint is the first step.

fred246

Is anyone good at looking at Company data? According to The Motoring Organisation website they have 2 million satisfied customers, 98.6 customer satisfaction, 99% claims settled in 1 phone call and 0.1% customer complaints. In 2018 they paid out £12,524,318 in claims. When you look up The Motoring Organisation on Companies House it says they were dormant in 2018 with share capital of £1. Have I made a mistake? There is only one purpose for a car warranty - to clinch a sale for a used car salesman. Helping them close a deal. They never seem to be very good for the customer.

AdrianC

https://www.tmo.co.uk/
"The Motoring Organisation is a trading style of The Motoring Organisation Limited"
https://beta.companieshouse.gov.uk/company/05304919
(addresses match, too)

Looks like a widespread change of directors at the end of 2018, through into early 2019. It's about time they filed the 2019 accounts.

The main man behind it (other director is clearly his son) certainly seems to have experience in the industry, and seems to be transferring his interests to this new brand from Motorway Direct and Car Protect.
https://beta.companieshouse.gov.uk/officers/-flkO_dnpfijjaqNBw5-b_NEStU/appointments