Ongoing Service Failures, Extended Delays, and Lack of Resolution

I wish to formally raise a complaint regarding the ongoing challenges I have experienced with Innovation Group since January 2025. Despite my efforts to follow all processes and maintain clear communication, the service provided has consistently fallen below acceptable standards. My vehicle was originally taken in on 7 January 2025 for a braking issue. The initial assessment indicated that the vacuum pump, oil pump, and master brake cylinder required attention. However, the vehicle remained in repair for more than six months, and I only received it back in mid‑July 2025. Within one week of the vehicle being returned to me, the brakes failed again while I was driving on the N1. The brakes went hard, significantly reducing my ability to stop the vehicle and creating a serious safety concern. The vehicle was returned to the workshop, and I was subsequently informed that the engine now requires replacement or complete rebuilding. This escalation—from a brake‑related fault to a full engine replacement—has raised serious questions about the assessment process, the accuracy of previous diagnostics, and the overall handling of my case. Throughout this period, every follow‑up enquiry resulted in:

a new report, a new test, or a new explanation,

yet no final resolution. At one stage, I believed the delays were due to the dealership, and therefore moved the vehicle to an independent workshop. Unfortunately, the same pattern of delays and inconsistent information continued. The only consistent factor across all interactions has been Innovation Group. Further concerns include the request for an engineering report while simultaneously withholding authorisation for the workshop to proceed with the required testing. This places the responsibility—and potential financial risk—on me as the customer, which I believe is unreasonable, especially given that I have comp**** with all policy requirements and paid the warranty upfront in cash at the time of purchasing the vehicle. Over this extended period, I have continued to pay:

my vehicle instalment, my insurance premium, and the full cost of the Innovation warranty,

yet I have not received a clear resolution, timely feedback, or consistent communication. At this stage, my confidence in Innovation Group’s ability to manage this claim effectively has been severely impacted. I will continue to meet my obligations until my policy ends in July 2026, after which I will be moving to an alternative provider who can offer more reliable support and accountability. I request a full review of my case, clear communication on the next steps, and a timely and final resolution.