One Star – Extremely Poor Service

I don't take writing reviews lightly, as a worker in customer service, I understand that things can go wrong, however, my experience with Innovation Group has been extremely disappointing from the beginning.

I purchased a two-year/two-service warranty, expecting a straightforward service experience. Instead, Innovation Group logged a vehicle service that never actually took place. Since discovering this, I have made numerous calls—at least 20—to clarify the issue and repeatedly confirm that this incorrect service record would not prevent me from using my remaining service entitlement.

Despite these repeated assurances, every time I have attempted to book my vehicle in, I have encountered the same issue. I have been passed between different representatives, given conflicting information, and repeatedly had to explain the same situation. Today was particularly unacceptable. I spoke to multiple representatives who confirmed that I could take my vehicle in for its service. Based on those confirmations, I proceeded with the service.

I will acknowledge that the service provider initially recorded the incorrect mileage on the vehicle. However, this was identified and rectified. Despite the mileage error being corrected, Innovation Group still attempted to find another reason why they would not honour the service.

As a result of this disruption, my vehicle is now stuck at the service station. Because I was assured by Innovation Group that I could proceed with the service today, I left the vehicle there in good faith. I am now unable to collect it until Innovation Group resolves the payment issue. This has directly affected my ability to get to work, and I have had to make alternative arrangements as a result.

This is not simply an administrative inconvenience. I have spent an unreasonable amount of time making calls, receiving assurances, being passed between representatives and dealing with conflicting information. I have now been left without my vehicle because of an issue that I have repeatedly attempted to resolve with Innovation Group.

A company providing a warranty service should be able to maintain accurate records, communicate internally, provide consistent information and honour the commitments made to its customers. Unfortunately, that has not been my experience. I would not recommend Innovation Group based on this experience. After exhausting repeated attempts to resolve the matter directly, I am now considering escalating the issue through the appropriate consumer protection channels. The lack of accountability, communication and consistency throughout this entire process has been completely unacceptable.

Unfortunately 1 star is the lowest rating.