Ultralase gone bust - what about my lifetime guarantee?

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7sefton
7sefton Posts: 607 Forumite
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Hello all

2 years ago I had laser eye surgery with Ultralase. They were more expensive than the competition but I went with them because they seemed to offer a higher level of customer care and offered an unlimited aftercare guarantee (basically, if your eyesight regressed after surgery you could go back to them for top-up surgery for free).

I went to my optician last week who said my sight is less than 20/20 perfect, so I tried to call Ultralase to have an appointment to discuss this. After many failed attempts, I learnt that they went into administration recently.

I know this is a long shot, but do I have any chance of either transferring my lifetime guarantee to someone else or getting some compensation for it?

Thanks for your help...
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  • shaun_from_Africa
    shaun_from_Africa Posts: 12,858 Forumite
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    Was the guarantee provided by Ultralase themselves or was it another company that provided this? (a lot of guarantees are provided by specialist companies). It might also be an insurance back guarantee in which case you should contact the insurance company concerned.

    Did you by any chance pay for any of the procedure by way of credit? (either on a credit card or with finance supplied specifically for the operation).
    If so, you should have a "section 75" claim against the credit provider.
    http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases
  • shaun_from_Africa
    shaun_from_Africa Posts: 12,858 Forumite
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    You might find this interesting reading.
    http://www.theguardian.com/money/2013/dec/09/ultralase-collapse-lifetime-guarantee
    Optimax tells us that "Ultralase eye clinics will be providing
    aftercare to patients, including retreatments" but that "a nominal fee is now requested, which will be a very small fraction of the original treatment cost, or the cost elsewhere."
  • rustyboy21
    rustyboy21 Posts: 2,565 Forumite
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    Looking further into the article to the comments below it, someone commented the following, if it helps any further.


    UItralase went into administration in October this year and all lifetime care is now no longer valid. Ultralase Eye Clinics Ltd has since been set up and Optimax is working with them to continue care for Ultralase Ltd patients, but there is now a small charge of £25 for aftercare and £195 per eye for any necessary re-treatment.
    You need to contact Ultralase Eye Clinics on 0800 096 2070 or email enquiries@ultralase.com.
  • shaun_from_Africa
    shaun_from_Africa Posts: 12,858 Forumite
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    It's not looking too bad for the OP then.
    Although they may have to pay £380 (if it's both eyes that need further work), this is an awful lot less than having to pay the full going rate for treatment and if by any chance they did pay for the original op on credit, this £380 should be covered by the credit provider under S75.
  • obrienlk
    obrienlk Posts: 2 Newbie
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    Hello,

    Did anyone have any luck with this in the end? I took out finance with Creation also believing I had lifetime guarantee but now find out they have gone into administration. I am going to write a letter but not sure exactly what to write - does anyone have a template example?
    Thanks in advance for any help ypu can give.
    Regards
  • isplumm
    isplumm Posts: 2,205 Forumite
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    obrienlk wrote: »
    Hello,

    Did anyone have any luck with this in the end? I took out finance with Creation also believing I had lifetime guarantee but now find out they have gone into administration. I am going to write a letter but not sure exactly what to write - does anyone have a template example?
    Thanks in advance for any help ypu can give.
    Regards
    You be better to start your own topic.

    Mark
    We’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com
  • mattyprice4004
    mattyprice4004 Posts: 7,492 Forumite
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    obrienlk wrote: »
    Hello,

    Did anyone have any luck with this in the end? I took out finance with Creation also believing I had lifetime guarantee but now find out they have gone into administration. I am going to write a letter but not sure exactly what to write - does anyone have a template example?
    Thanks in advance for any help ypu can give.
    Regards

    Did you read the whole of the thread?
    Contact details for re-treatments are posted above.
  • hollydays
    hollydays Posts: 19,812 Forumite
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    Watchdog featured Ultralase tonight
  • Mistaken
    Mistaken Posts: 55 Forumite
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    Hey, sorry to bump an old thread but...

    I had laser eye treatment with Ultralase in 2005. My distance vision has deteriorated and i called them on 0800 9888 237.

    I was told that it would cost £50 for an assessment followed by £395 per eye for re-treatment.

    I know this is a large discount on the full price but just wondered if anyone else had success and what they paid

    Thanks
  • unholyangel
    unholyangel Posts: 16,863 Forumite
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    Mistaken wrote: »
    Hey, sorry to bump an old thread but...

    I had laser eye treatment with Ultralase in 2005. My distance vision has deteriorated and i called them on 0800 9888 237.

    I was told that it would cost £50 for an assessment followed by £395 per eye for re-treatment.

    I know this is a large discount on the full price but just wondered if anyone else had success and what they paid

    Thanks

    Did you pay for the original treatment (with lifetime guarantee) by either credit card or a credit agreement arranged by Ultralase?

    If so the credit provider is jointly and severally liable for the performance of the contract - including the lifetime guarantee.
    You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride
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