Liquid capital Denied Service at 90,000 km Despite Plan, Agent Assurance

I purchased a Service Plan from LiquidCapital, branded under “Renault Financial Services,” which covered my vehicle at 90,000 km, 105,000 km, and 120,000 km.

During the sales call (which is recorded), I informed the agent that the car was being driven a lot and would quickly reach 90,000 km. I also paid an activation fee and asked directly:

“If my car reaches 90,000 km, can I take it in for service at Renault?” The answer was a clear: “Yes.”

No terms or conditions were explained in response to this question, and I proceeded with the plan based on that assurance.

When my car hit 90,000 km, I booked it in at 7am at a Renault-approved dealer. However, the service was not authorised, and I was told the plan only activates after four monthly payments a clause that was not clearly explained at the time of sale and was inconsistent with the verbal assurance I received.

Attempts to resolve the matter included: • Multiple calls to customer service • Repeated requests for escalation to a manager, which were unsuccessful • An offer to pay the outstanding amount upfront, which was declined

At the time of writing, my vehicle remains unscheduled for service, and I’ve had no direct resolution.