Warranty Claim Unfairly Rejected – R12,241 Paid for No Protection!

I am writing to formally lodge a complaint against Innovation Group regarding the complete failure of the extended warranty service I purchased for R12,241.00 on 28 November 2024, alongside my vehicle from We Buy Cars.

The vehicle in question is a 2020 Nissan NP200, sold with a Dekra Report and rated as a “Gold Platinum Vehicle” by We Buy Cars. This rating gave me confidence in the vehicle’s mechanical and structural integrity at the time of purchase.

However, on 29 May 2025, the vehicle began leaking water. Upon inspection by Nissan, I was informed that the chassis is severely bent—so much so that fitting a new radiator was not possible. This kind of damage clearly indicates a major accident, which was never disclosed to me at the time of purchase.

I submitted a claim to Innovation Group under the extended warranty, only for it to be rejected on the grounds that the radiator issue was caused by contact with the bent chassis. This is despite the fact that the cooling system and suspension is explicitly covered under the warranty policy.

I have serious concerns regarding this matter:

1)How did a vehicle with such severe structural damage pass the Dekra inspection?

2)Why was the vehicle’s accident history never disclosed to me prior to purchase?

3)Why was an extended warranty sold on a vehicle that should never have passed quality or structural integrity checks, effectively rendering claims invalid?

4)Why is no party accepting accountability now that this damage has come to light?

5)What is the actual value or use of the R12,241.00 warranty if clear and qualifying claims like this are denied?

This situation extends beyond a simple warranty dispute and involves misrepresentation, potential non-disclosure, and a serious failure in consumer protection. I am now left with a structurally compromised vehicle, no assistance, and a warranty that has served no purpose.

My requests are as follows:

1)A full and transparent investigation into the vehicle’s accident history and the validity of the Dekra Report.

2)Accountability from both We Buy Cars and Innovation Group for selling and insuring a vehicle that was not roadworthy.

3)A full refund of the R12,241.00 paid for the extended warranty if my claim remains denied.

A complete resolution, either through a refund, a replacement vehicle, or full structural repairs at no cost to me.

I trust that you will treat this matter with the urgency and seriousness it warrants and look forward to your prompt response.