WORST CUSTOMER SERVICE EVER

We have a service plan with Innovation, our car went in for a service on 7 September to a VW dealership. When the dealership phoned Innovation for authorisation they wouldn't give it. By then VW had completed the service of our vehicle and they could only hand over the vehicle to us upon receipt of the authorisation/claim number from Innovation. After 3pm on 07/09, my husband called Innovation and the claims consultant advised him that due to an error on their system [they omitted to amend the mileage], authorisation could not be given and the matter would be escalated. I then called and spoke to 3 consultants and eventually ended up speaking to the same consultant my husband spoke to and told me that due to protocol etc he could not send through the authorisation, even though I reiterated that our policy was active and our premiums up to date, which he confirmed. I told him that if they made an error on their side, they should not hold up the authorisation, etc but this consultant refused to budge and kept speaking at same time I was speaking. When i asked to be transferred to a Manager, he advised he does not have a Manager and the Managers in the customer services division was apparently in a meeting. Promises of them calling back was a lie. I obtained an email address of a team leader and complaints department [they gave me incorrect address] and after sending 3 emails, i still have not received an acknowledgement of the email or a reply. When i eventually received the correct complaints department address, i received an email [The group complaints-gsd only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list], i wonder why this company does not receive emails from those on the list, probably due to the high rate of complaints. Needless to say, we had to leave our car at the dealership and had to find alternate means of transport home from work and for our kids to be collected from school and again the same app**** to get to work on 08/09. I called Innovation again on 08/09 for an update, only to be told that there is a further error on my policy and a shortfall is due to them and they would need to cancel the policy and issue a new one and could not provide us with timeframes. They made a ****** up by providing us with the incorrect premium, which i have in black and white and now that we submit a claim, they realised their ****** up. Needless to say, we had to make a loan to pay the dealership to collect our vehicle and still have not heard from Innovation. When you take out a policy in order to claim when needed and you still have to pay for the costs yourselves due to a stuff up by this company, is beyond pathetic.

I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE, IF YOU CAN STEER CLEAR OF USING THEIR SERVICES.