RAC Warranty sold by FOW

nermin82

I bought a 3 year warranty with RAC when buying my used Audi Q5 from Fords of Winsford, Trafford. I paid £1000 for 3 year cover. Its garbage. I made a claim as my car went into limp mode and message had check engine. Went online and found a garage for diagnostic they suggested on their website. The garage did the diagnostic and said we cant do the work as its to do with turbo. Advised to go back to RAC. Called RAC and they told me to go to one of 3 recommended approved repairers. They were all over 10 miles away and I live in Warrington so plenty of garages here. So I took it to their approved recommended garage. The garage calls and says RAC will only approve £108 of the bill as they deem the repair will only last 0.3hrs according to the website they check. They will also only pay £32 for a part as they found it on Euro Car Parts. Its the cheapest piece of plastic. Garage said they wouldn't use that part as its rubbish and not worth installing. The part they wanted to fit cost £118 and when I checked online, that was about right for a decent turbo air flow sensor. 

Anyway, RAC argue that they will only pay for the 0.3hr labour and the cheap part and the rest is up to me. They say its in the T&C and its tough. 

My anger is that they told me to take it to their approved garage which is out of my way only for them then to dispute the charges and refuse to pay. Why would they recommend an approved garage if they don't agree with their rates and parts costs. If they told me in advance that this might happen, I would have taken it to Audi or a local garage and paid the difference. Appalling customer service and treatment.

 I have since made complaints to Assurant and the responses I have received are awful. In summary, the message is tough, its in your T&C's.  This whole incident has left me with no car for over a week, stress and worry, and massive inconvenience and time. I have not got the money to cover the rest of the bill, and have been left without a car and with a £1000 warranty that is not worth the paper its written on. I am unable to get any refund. I believe I have been mis sold the warranty at point of sale in FOW, as they claimed it was piece of mind and very easy should something go wrong. They never discussed policy limitations of T&C's. I would have never bought this policy if I was made aware of the way in which RAC treat customers and refuse to pay when something goes wrong. 

dunstonh

 I have since made complaints to Assurant and the responses I have received are awful. In summary, the message is tough, its in your T&C's

That is not an awful response.  Its a factual response.

 This whole incident has left me with no car for over a week, stress and worry, and massive inconvenience and time.

None of which is down to assurant.

 I believe I have been mis sold the warranty at point of sale in FOW, as they claimed it was piece of mind and very easy should something go wrong. They never discussed policy limitations of T&C's. I would have never bought this policy if I was made aware of the way in which RAC treat customers and refuse to pay when something goes wrong. 

Possibly you were.   Especially if you paid that 3 years front loaded premium on finance.

However, its not RAC that is the problem.    Not all car warranties are the same.  You can get budget ones and comprehensive ones.    If you buy a budget one expecting comprehensive coverage then you have to take on that responsibility for that decision.

nyermen

How old is the car out of interest?  At the end of the day, they'll say T&C, but the warranty has to be fit for purpose.
Is it possible to fit the part in 20 minutes? And if so why is the garage saying it'll take longer.
 I'd also say 1000 for a 3 year warranty isn't necessarily "budget", depending on age of car.