INNOVATION GROUP DISHONEST AND BAD SERVICE - NO TRANSPARENCY

I am writing to file a complaint regarding the service plan QM/SO/*** insurance I have with Innovation Group. According to the terms of the policy, the service plan was supposed to cover my vehicle from 180,000km to 225,000km. In 2022, after reaching 180,000km, I experienced issues with my vehicle and took it to VW Potch for service. Despite the service being recorded as 195,000km, the odometer reading was only at 188,000km. Unfortunately, the problems persisted, leading to a breakdown due to gearbox failure, which resulted in my car being parked at the panel beat for a year until it was fixed.

In February 2024, with the odometer reading at 202,995km, I took my car for service at VW NTT Potchefstroom. Knowing that the service plan was set to end in November 2024, I expected to have one last service at 225,000km by November. However, both VW NTT Potchefstroom and Innovation Group decided to skip the 210,000km service and claim for 225,000km without informing me as the customer.

I am disappointed by this decision as I was not given the opportunity to make an informed choice about how to proceed with the service plan of the claim. It was not a major service at 210,000km, and I would have appreciated being informed so that I could decide whether to pay for it myself and opt for the 225,000km service.

I kindly request that you investigate this matter and ensure that I am treated fairly as a customer to be given fair chance to be informed so that I can make a choice . I look forward to your prompt response and resolution to this issue, as what I'm told from the recorded call I did with one of innovation group consultant by the name of Tebogo Tsotetsi or Tshotesti that they don't cover the service that is year older, which is not stipulated on the contract, and I was told it is general knowledge, that probably was expected to know about. I find that information exploiting customers, as we took insurgences for the peace of mind, but for me to be expected to know so called general knowledge in the car industry that I happened not be in.

Thank you for paying attention to this matter. And I expected the innovation group to pay for my car's service after 225 000 kilometres and to change their policy of not covering service plans older than a year, which they only know internally but not share with customers.

What a daylight **** to me as customer.