Warranty Assist Anmeldelser 

Very helpful, friendly and informative. Thank you

Useless Warranty
I purchased my car with the Gold Warranty, and it developed a fault four months in to ownership.
Warranty wise have stated that the issue would have been starting before I purchased the vehicle and therefore, even though the fault was not showing at the time of purchase, it was not covered.
After leaving my first negative review, WW contacted me to say they would discuss making a 'goodwill' payment, and could I take the review down whilst this was ongoing. I did this, and for over two weeks I have been waiting on a response from them to give me an indication of where we all are, no replies to emails, no response to texts sent direct to the person. I have called today, and am waiting again on a call, but shall be lodging an appeal with the Motor Ombudsman.

Thornton helped to expedite the order of the part I needed and ensured that the garage could fix the vehicle the next day. I had a very pleasant experience.

Worst company to take a warranty. I had an issue with my car and they made me run around for 40 days and then finally rejecting the claim saying it’s an existing issue. Horrible experience and it’s literally a mental trauma which you will experience when dealing with them

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Thanks for the response.

First to correct the misstatement. Error was reported on 18 sep after more than two months of taking the policy.

How can we go by judgement of the inspector that it is an ongoing issue. Is there any way to prove it. I bought the car in June and it was driving perfectly well for more than two months. How can you claim that’s a previous already existing issue.

I have read other reviews and find that in most of the cases the claim has been rejected with the same reason. I have provided the service history records also that clearly show that a service was done and there were no identified issues. In fact the MOT itself just happened in June 23. Are you as a company claiming that MOT also is false.

Sincere request to please not dupe customers. And at least have courted to return the Diagnostic test money

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Only point updated in reply by warranty assist was their misinformation about when issue was reported.

There has been no update provided on how can they classify an issue as pre-existing

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28/10/23

Awaiting update from Warranty Assisst

Great service, Dane helped me resolve all issues with my car and now it’s fixed.

Great service

Excellent service, very helpful team , they deserve five stars

Never ever deal with this company. Two months into a 3 month gold warranty the turbo went. They used every excuse under the sun which were farcical in nature. They just flat out refused, saying the turbo could have been worn prior to purchase. Also said it wasn't a sudden breakdown despite the light coming on and going into limp mode. Reported to ombudsman but they have a disclaimer at the end of the contract which says all decisions on cover are "discretionary", which means the entire contract is useless. Nothing is covered despite it saying explicitly what is covered. Never, never, never, deal with them. 100% frauds and scammers.

Your reply is patently false. The contract says turbochargers are explicitly covered. Your "expert" is just a patsy, they didn't even take apart the cover to look at the turbo. It was at the official Mercedes dealership who refuted their ridiculous claims. The light coming on and going into limp mode is clearly a breakdown and clearly sudden. I bought the car from a dealer so there is no way any lights were on when purchased. This is fraud, thank you for highlighting.

Gold level of cover.

£1200 bill.

Offered £9 + VAT back.

An absolute insult of an offer, in which I can’t be bothered to appeal the decision, or even claim that back that messily amount. Would be better off without the cover.

What’s the point in having car warranty cover that doesn’t want to pay out.

Despite initial conversations which seemed helpful and positive with a want to help me out, I’m left feeling it’s all been a pointless exercise and a waste of time.

Paid out for one side of the cars problems ( well £9 + vat ) , yet the exact same problem on the other side is not covered ?
Pulling excuses out their behind not to pay out.

After our recent claim we had it all settled and sorted. Fairly easy to do, happy with the customer service and everyone I spoke to was really helpful

From start to finish, they listened, they were very helpful, it was sorted within a week

Recently had an issue with my car so called in to see if I could use the warranty the dealer gave me. Team were very helpful. Quickly booked in for repair and car now back on the road. Absolutely delighted

I’ve read some of the scathing reviews of Warranty Assist, but until yesterday had kept faith. Well, not any more. To say it’s been a painful experience is an understatement.

After weeks of going back and forth, they sent an inspector out and based on the report rejected the claim for a VW Golf DSG gearbox rebuild under the grounds that it wasn’t a sudden failure (the selector fork has snapped and this is included in the list of parts covered by the policy). However I’d first reported a fault in February when the car went into limp mode with a diagnosis of “gear disengagement intermittent” and was advised by one of their designated garages to have a DSG oil and filter change, as this may do the trick. It did so for a couple of months, until the issue arose again. Clearly, it was occurring in the background since Feb or it was a sudden failure. Either way, it should be covered as IT IS A MECHANICAL FAULT and if this damage was progressive it’s because I drove the car based on advice given! I’m no expert or mechanic so how would I know what was happening underneath in the gearbox?!!

To say I feel duped is an understatement and the stress of having my car in the garage for 6 WEEKS has not only caused inconvenience but major stress. It could still go on for several more weeks. I’m at the point where I’m contemplating cutting my losses to preserve my health but to say it’s left a sour taste in my mouth is putting it mildly… it’s been gut wrenching. I’ve already incurred costs of around £700 for labour / diagnostics to get the gearbox stripped apart and it’s sitting in the garage in this state. I have escalated and contested this decision but I don’t have the capacity to wait for more weeks, facing further crippling anxiety. I’ll have to pay for the repairs myself for now and have been told this won’t affect the appeal, but I’m not holding my breath.

These guys are crooks! They will take your premiums as pure profit and avoid paying out with no remorse. Everyone in the industry I’ve spoken to knows this. I bought the car (VW Golf GTI 2011 Auto) with the reassurance of this car warranty and clearly I was naive. The positive reviews are mostly from dealerships who benefit from marketing Warranty Assist to sell used cars with buyer confidence.

AVOID AT ALL COST!

NOTE: the response form Warranty Assist is flawed and designed to protect themselves. I DID NOT cancel the claim in Feb and have a record / report from the garage I visited. Absolute cowboys.

I do not recommend this company. They will find 101 reasons not to pay you for warranty repairs. The problems with the car started 2 months after the purchase. The mechanic said it's not a problem if it doesn't happen again. A month later it happened again. I called them the next day, they said the warranty expired yesterday. to my argument that I have photo evidence that the problem started during the warranty, the employee of the company started shouting into the phone that these are my problems. Brought me to tears and I couldn't emotionally continue the conversation. So no one apologized for his behavior, nor did he cover the repair of the car. Don't believe them!
Run as far away from them as possible.

Answer to reply: I have photo proof that the problem reoccurred on the 24th when my warranty was still valid. I called on the 26th, because the seller did not respond to my request for 2 days. he sent me your phone number on the 26th and I immediately called you.

Great customer service and help was soon on the way when needed
Thank you

I have a vehicle under their 'gold' warranty and I need a repair to the engine fan. It has been painful and my claim has been rejected. My mechanic plainly stated at the beginning of the process that they never pay out and these warranties aren't worth the paper they are written on. He was right. What has really upset me is that they've made me jump through hoops and it's taken weeks. I had to get all the service history for the vehicle since it's manufacture - fine, with a bit of effort I pulled it together. Not easy. Then I got an email stating that a part for £3.80 had been rejected. After more phone calls and messages I find that this was wrong (they did apologise) and the main part (engine fan) isn't covered full stop. Couldn't they have told me this three weeks ago when they received the estimate? When you contact them they call you back. If you miss that call you start the whole process again. They are argumentative on the phone. I've been told I'm wrong when I said I missed one call and was told they tried several times, it was actually twice. My mistake but they'd hardly been trying hard. I was told that anything the garage that sold me my vehicle said about the warranty was irrelevant. They are the customer of Warranty Assist at the end of the day, I don't think they should be so dismissive. I was told that I'd misunderstood the email saying the £3.80 part was rejected. Clearly I should have realised that this was their way of saying they were rejecting the whole claim for nearly £700. Honestly lesson learned. Don't expect a warranty covers you for problems. Surely an engine fan would be covered? Actually no. Don't expect good customer service. Don't expect it to be easy. Don't expect them to communicate well with you. Just expect a very big headache and disappointment. I'll never, ever buy one of these products again and will spread the word. ***Update*** I've just had a call back and as a gesture of goodwill as they sent me a poor email saying they'd rejected a part for £3.80 when they were actually rejecting the whole clam, they will pay one hour of labour for £60 plus VAT. In fairness, Ryan was trying to help and make up for a very frustrating experience. But I still feel let down that a 'gold' warranty doesn't cover an engine fan and the whole thing was such hard work. I'm sure this review will get a smug response from Warranty Assist to say 'we can only cover what is in the policy' blah blah blah. Sure. But they hold all the cards and the customer has none. All a customer can do it write a review so here I am. My mechanic says that selling these warranties should be better regulated, there is a gap between what a customer believes should be covered under a 'gold' warranty and what actually is.

Sudden failure of my car left me stuck and in an unknown situation, with my local garage weary of warranty companies, once the ball was rolling and in the right hands, will all relevant requested documentation at hand, Callum was able quickly sort this out and have approval, with my car back on the road 24hrs after approval. Above & beyond. Thanks Callum 😊

Always answers the phone call with little to zero wait time!

Pleasure to deal with. Arranged for my car to be checked over by halfords and paid the money back in to my account. Thanks

Updated review: read to the end for the full story!

The driver's side brake caliper on my Mazda seized suddenly when driving and so I immediately took the car to Kwik-Fit for professional diagnosis. I then had the car trailered back to my house.

I contacted Warranty Assist with all my documents, the diagnosis and the repair quote.
They then responded by telling me that they would not cover my brake caliper repair, nor the consequential damage to the disk and pads.
They falsely claimed the car had experienced the issue for a while (which was blatantly incorrect, having passed its MOT the week before, and had no history of brake issues)!

They then lied to me about the use of my own car, telling me it had been driven after the diagnosis and as a result they could not send a payout!
Even if that had been the case, once the damage is done and diagnosed, that's all you're claiming for, so what a stupid thing to respond with.

Upon appealing, I was told that I would have to wait ~14 days for a response, meaning that I would have to go for 14 days without a working car before they get back to me.
Warranty Assist include in their terms that they may refuse to issue funds for work that has already been completed. I realised that I couldn't wait 14 days to potentially receive another "no" and so paid for the work, myself.
I appealed and after 14 days, wrote a scathing but accurate review since I had heard nothing back.

Not long after writing my review, I had a call from Warranty Assist who asked me to explain the situation regarding the review and my experience. I informed them of what happened and was told that there had been an error on their part and they could cover the caliper repair provided that I alter my review to reflect this.

I have since received the payout in the correct amount so can say that while there was a lot of unnecessary hassle involved, I am satisfied that the problem has been resolved and sincerely hope that if I ever have to claim again, it will be as simple as it was after having a phone call with the manager, Dane.