Car repair WARRANTY with MOMENTUM WARRANTIES

redelizabeth01

Hi 
I found people were really helpful with my very first post, thank you all, SO...I thought maybe people have some experience of this also..

I bought a second hand car and added a 12 month Warranty which was with MOMENTUM WARRANTIES. Shortly after purchase the car developed a faut with the 'central locking' 
I tried to get the retailer to deal with it but to cut a very long story short, this was not successful.
I contacted Momentum Warranties, by email as I was unable to get them by phone, giving them the details. There were a few more calls/emails before I eventually managed to speak to someone. I was advised the parts were electrical and as I had Platinum Cover they would be covered by the warranty. I was instructed to take the car to a VAT Registered dealer to have a 'diagnostics report' drawn up with instructions for the garage to send it through to Momentum Warranties to receive approval for the work to go ahead. I asked if the diagnostics report would be covered by the warranty and was told provided it proved the fault was covered then yes it was.
I spent many weeks  contacting garages who had VAT registration and were qualified to do a diagnostics on a Landrover Freelander II. This proved to be very very difficult. Landrover quoted a very high price for the  diagnostics report, other garages were not willing to deal with MOMENTUM as they said they had previous difficulties with the company.
I eventually found a garage in St Helens, quite a distance away. I took the car there and gave them the details of Momentum to send the report to.
The garage called me to tell me they sent the report, it was the door locking modules however Momentum had instructed them to carry out another diagnostics test?
I asked the garage if another test would be different and was told no it would be the same result [which I actually knew because I had my local MOT garage carry out the test, but as he is not VAT registered it was not accepted by MOMENTUM.]
I called MOMENTUM, they told me the parts that were faulty 'ARE NOT FITTED TO YOUR CAR'!!! in other words they were saying they did not accept the fault and were refusing to pay.
I followed up with quite a lot of complaint letters ...all to no avail. Momentum simply kept saying those parts were not fitted to my car? 
I have recently had the parts replaced and they were the parts stated by the diagnostics report.
I made a complaint to the Financial Ombudsman, who refused to accept the complaint saying it was not covered by their remit? yet Momentum Warranties have
 Authorised and regulated by the Financial Conduct Authority No. 490570 ...on their warranty? so if FOS does not police them who does?
Has anyone else had problems with this company? 
Would really appreciate any advice and of course warn any other of this company AVOID at all costs 
thanks

Alderbank

redelizabeth01 said:

Has anyone else had problems with this company? 

Several people have, according to this earlier thread: 
https://forums.moneysavingexpert.com/discussion/4194611/momentum-warranties-the-wear-and-tear-scam/p1

Do you think they have improved since then?

km1500

Have you tried the Motoring Ombudsman ?

Alderbank

km1500 said:

Have you tried the Motoring Ombudsman ?

Why would that help the OP?

17 Vehicle Warranty businesses are accredited with the Motor Ombudsman but Momentum is not one of them.

https://www.themotorombudsman.org/consumers/our-codes-of-practice/vehicle-warranty-products-code

sheramber

redelizabeth01 said:

Hi 
I found people were really helpful with my very first post, thank you all, SO...I thought maybe people have some experience of this also..

I bought a second hand car and added a 12 month Warranty which was with MOMENTUM WARRANTIES. Shortly after purchase the car developed a faut with the 'central locking' 
I tried to get the retailer to deal with it but to cut a very long story short, this was not successful.
I contacted Momentum Warranties, by email as I was unable to get them by phone, giving them the details. There were a few more calls/emails before I eventually managed to speak to someone. I was advised the parts were electrical and as I had Platinum Cover they would be covered by the warranty. I was instructed to take the car to a VAT Registered dealer to have a 'diagnostics report' drawn up with instructions for the garage to send it through to Momentum Warranties to receive approval for the work to go ahead. I asked if the diagnostics report would be covered by the warranty and was told provided it proved the fault was covered then yes it was.
I spent many weeks  contacting garages who had VAT registration and were qualified to do a diagnostics on a Landrover Freelander II. This proved to be very very difficult. Landrover quoted a very high price for the  diagnostics report, other garages were not willing to deal with MOMENTUM as they said they had previous difficulties with the company.
I eventually found a garage in St Helens, quite a distance away. I took the car there and gave them the details of Momentum to send the report to.
The garage called me to tell me they sent the report, it was the door locking modules however Momentum had instructed them to carry out another diagnostics test?
I asked the garage if another test would be different and was told no it would be the same result [which I actually knew because I had my local MOT garage carry out the test, but as he is not VAT registered it was not accepted by MOMENTUM.]
I called MOMENTUM, they told me the parts that were faulty 'ARE NOT FITTED TO YOUR CAR'!!! in other words they were saying they did not accept the fault and were refusing to pay.
I followed up with quite a lot of complaint letters ...all to no avail. Momentum simply kept saying those parts were not fitted to my car? 
I have recently had the parts replaced and they were the parts stated by the diagnostics report.
I made a complaint to the Financial Ombudsman, who refused to accept the complaint saying it was not covered by their remit? yet Momentum Warranties have
 Authorised and regulated by the Financial Conduct Authority No. 490570 ...on their warranty? so if FOS does not police them who does?
Has anyone else had problems with this company? 
Would really appreciate any advice and of course warn any other of this company AVOID at all costs 
thanks

I don't think they are saying it is not  faulty.

They are saying the parts that have been fitted are not standard for your make of car.

You should be able to check that.

Alderbank

The OP bought the car secondhand.
I read it as saying that the parts which have failed were not authorised LRJ parts.
That is understandable, pattern parts were probably much cheaper than LRJ ones,indeed genuine parts might not have been available at the time when the car was repaired.
Also understandable that Momentum guarantee does not extend to parts of unknown provenance.