TCF-Treating Customers Fairly

Good day

I would like to log a complaint towards Innovations Group. On the 20/11/2025 I claimed for a major vehicle service as my vehicle is under an extended warranty with Innovations Group of 225 000 KM,it was rejected and the reason given was that my vehicle has exceeded the required KM as it was on 229 000 km. The 225 000KM was supposed to be a major service.

The problem I have with this is that on 30/07/2024 my vehicle was taken for a 210 000km service but had also exceeded as it had 213 000km . They were able to provide me with 210 000km because it was a minor service had they rejected the 210 000 km it would have meant that they provide me the following service which is a major service.

My plan was supposed to end at 240 000KM or the year 2027 but somebody in the claims department felt it's ok to reject the 225 000 km which was a major service and jump all the way to a 240000km and exhaust my plan all together.

I feel as though they only do what suites them at that time and only do what saves money for the company without "Putting the customer first" as their decision always reverts to a minor service if my vehicle is late. They exhausted my plan way before its time so that they don't have to provide me with the last service and have cheated me on major services for my vehicle. 🥺🥺🥺🥺