warrantydirect.co.uk

Duncan McClure Fisher
Managing Director
Warrenty Direct Ltd
Quadrant House
20 Broad Street Mall
Reading
RG1 7QE

Dear Duncan McClure Fisher

I am writing to make an official complaint regarding your company’s refusal to pay for my claim. I have bought the comprehensive extra care car warranty from your company on 17 November 2011. When I have talked to your one of the sales consultant who is Mark Coyle, and checked all the details and information with him regarding to my policy, and he told me my car turbo engine which is definitely covered it. Unfortunately my car had problem on 19 January 2012 and took it to BMW main dealer and checked it and the service department told me that my car turbo engine regulator caused to my power flat when I pressed the accelerator. But the claim department refused my claim stated that particular part is not covered in the policy and I have to pay all the repair fees at the end.
When I talked to the claim department and he asked me to refer to the warranty handbook, but I Never had received it and what I got was the policy document, the claim form and the certificate of the policy. According to the policy document I received from your company it showed the turbocharger units are included in the cover and it didn’t mention anything about the handbook.
After my claim is refused from the claim department, I had made a phone call to Mark Coyle and talked to him what the claim department told me and helped me to check out what’s the problem. At that moment, he still said to me that the turbo is covered in my policy, He can’t think of a reason why it is not covered and cannot make a claim. Even the sales person admitted it should be covered, of course I trusted all information he told me are all correct. It was never mention in the policy document that I should refer to the handbook to see what are covered in the policy and what are not. Therefore, I do not know anything about the handbook and never thought my claim would be refused based on what I was told from the sales consultant and from the policy documents I received.
When I cancelling the policy your staff over the phone said to me that ‘’mark is selling you a product of course he would say yes to everything because he wants us to purchase the product.’’ Is she telling me that it is my fault trusting your sales consultant when selling me the product? She simply is telling me that nobody would be stupid enough to believe that I would get the same product as he is offering me on the phone. Why would I buy the product if I don’t believed what sales consultant was tired to sell me, I don’t think anybody would if you don’t trust that person. I am extremely disappointed for both sales and after sale of your company. I have cancelled the policy but I don’t think I should be required to pay for anymore fee related to the policy. This is genuine misleading and dishonesty at the point of sale. It wouldn’t be fair for me to carry on paying for something that is different to the one I have been sold. In fact, I think your company should refund me of what I had already paid instead.
Your attitude in dealing with claims is a far cry from when you are trying to sell your worthless warranties.

I shall be posting my comments to any related forums and reserved the right to complain to FOS.
Yours,