Misinformed About My Extended Service Plan Agreement

It has now been 10 days since I posted this review and was informed that Innovation Group would respond. To date, I have not received any response to my review, emails, or calls.

My concern remains unresolved. I believe I was not properly informed that I would remain liable for the remaining months of the contract after using the 4 services included in my plan. Had this been clearly explained, I would have made a different decision.

I would appreciate a response from Innovation Group addressing my complaint and the concerns I have raised.

Good day Mpho,

Thank you for your response.

I acknowledge the terms and conditions contained in the agreement. However, my complaint is not about what is written in the contract. My concern is that the consultant who sold me the extended service plan explained it differently.

During the sales process, I was informed that once the 4 services had been used, I would be able to renew the plan if I wished to continue with the cover. At no point was it explained to me that I would remain liable for the remaining monthly premiums even after the 4 services had been exhausted.

Had this been clearly explained to me, I would have been in a position to make a fully informed decision before taking out the cover.

I therefore request that you review the sales call recording and confirm whether the consultant clearly advised me that I would still be required to continue paying the remaining premiums after all 4 services had been used.

My complaint remains that the product was not fully and accurately explained to me at the point of sale.

I look forward to your response.

Kind regards,

Dr. WK Mokone

Good day,

I am following up regarding the telephone recordings that Innovation Group indicated they would acquire. It has now been more than a week, and I have not yet received an update.

Please advise on the progress and when I can expect feedback on the recordings and the outcome of the investigation.

Regards,

Dear Sir/Madam,

I am extremely disappointed that I have still not received any response to my previous follow-up email. It has now been several weeks since I was informed that Innovation Group would obtain the telephone recordings, yet I have received no update whatsoever.

The continued lack of communication is unacceptable. I expect to be kept informed, especially as this matter relates to a complaint that is still under investigation.

Please provide me with:

• An update on the telephone recordings.
• The current status of the investigation.
• A clear timeframe for when this matter will be concluded.

If I do not receive a response promptly, I will have no option but to escalate this matter further. I expect your urgent response. Kind regards, Tau M

Dear Sir/Madam
Follow up on recorded sales call request.

I’m following up regarding the telephone recording that Innovation Group indicated they would retrieve and review. It has now been more than a month since I was told the recording would be obtained, and I have still not received any update. As explained previously, I believe I was misled during the sales process. Before agreeing to the service plan, I clearly informed the consultant that I use my vehicle for e-hailing and would require more frequent services, approximately every two to three months. I was assured that this would be covered and at no stage was I informed of a limit of only four services. Had I been told of such a limit, I would not have entered into this agreement. I have been patient while waiting for the outcome of your investigation. I now request a clear update on this matter, including the status of the recorded sales call and the timeline for resolution. If I do not receive a substantive response within7 business days , I will escalate this to the Motor Industry Ombudsman of South Africa and any other appropriate channels. Kind regards,