Poor service!!!

To say I'm livid would be an understatement.

I took out a policy with Motorhappy about 9 months ago for an extended service plan, all has been good until yesterday (15/01/2024) I had the worst experience ever. I dropped off my vehicle at McCarthy VW Durban for what was supposed to be 105k service unfortunately I had gone over to +/- 111000km and this is when the problem started. They said they can't help because I had gone over the 105000km.

I admit that I was late for the 75k service and this wasn't intentional. I work on the road as an Account Executive and I visit clients everyday. My appointments are set months in advance and I can't cancel a client's appointment to take my car for service, I don't have another mode of transport except for my vehicle. When I was close to the 90k service, I called MotorHappy to advise that I want to take the car for service and I was told that since the 75k service was delayed, the 90k service should be delayed as well to accumulate the 15000km for the next service which is why I ended up taking my car late for that specific service. it's the same rationale I used with this current service.

When I finally got to do my 90k service, the dealership placed a sticker on my windscreen confirming the mileage for my next service, if my memory services correctly it was +/-111****. My vehicle constantly reminded me that I was close to the due date of the next service as noted above. I reached the 111****m last week and I couldn't take the vehicle for service because I was working from Richard's Bay, on Saturday I had to go to Pietermaritzburg for a family funeral and unfortunately the km kept on accumulating.

When I finally got to call MotorHappy, I was told that I was supposed to take the vehicle for service when I reached 105000km, I tried to explain the whole story as noted above and they couldn't understand. They kept on insisting that I should have taken the car for service at 105, I told them that the car had not required service at 105 but the count down for the next service only started when I was left with 3000km to the next service. Motorhappy's argument is that the dealership was wrong by placing the sticker with an incorrect mileage for the next service, even though that mileage coincided with the vehicle. They further argued that the dealership should have recalibrated the vehicle (I don't even know what that meant) on the other hand the service advisor kept on saying it's not the dealership's fault.

I'm caught between a rock and a hard place and I had to use my son's school fees to pay for this service. What irks me the most is the fact that I'm paying for a service that I can't utilize. Furthermore, no one (between MotorHappy and the dealership) wants to take accountability.

I'm R2000 out of pocket and I have a policy that has refused to help me. I WANT MY MONEY BACK!!!