Pathetic Service (Ripping Client Off)

Dear Sir,

This serves to confirm that we have reviewed the merits of your complaint received on the 03/12/2019. The product that forms the basis of this complaint is a WesBank Top-Up maintenance plan administered by Motorite Administrators (Pty) Ltd. The top-up maintenance plan provides cover for maintenance and mechanical repairs needed by the vehicle because of normal wear and tear and in accordance with the maintenance schedule. This plan was sold to you as a top up on your vehicles built-in manufacturer service plan whereby this type of plan runs concurrently with the relevant manufacturer parameters, in this instance 5 years and up to 120 000 km - the expiry of this plan is dependent on whichever is reached first. As per the claim in contention logged with Motorite on the 03/12/2019 at 57 318 km by McCarthy VW – Roodepoort whereby the repairer reported that the vehicle was brought in for the replacement of the front and rear brake pads. The normal claims procedure was followed whereby we requested the vehicles service record and quotation. Based on the vehicles service record received - it became evident that the vehicles service record was irregular, outside of the manufacturer’s specifications. It is important to note that as per the manufacturer’s specifications, your vehicle has a standard service interval of every 15 000 km or 12 months whichever occurs first with the applicable service leeway’s being 1 500 km or 30 days either side of the service parameter reached first, that being time or kilometres. Our records indicate that upon receiving your vehicles service record we established that your vehicles 15 000 km service was late by 103 36 km and the vehicles 30 000 km was late by 6 713 km over and above the allowed 1 500 km service leeway. It is pertinent to mention that servicing and maintenance of your vehicle in line with the manufacturers specifications is of vital importance, to firstly, keep your plan valid and secondly to ensure the longevity of the vehicle’s mechanical components and the reasonable maintenance of the vehicle.  In addition – we have obtained proof from VW confirming that the manufacturer terminated your mechanical breakdown warranty policy due the irregular servicing as mentioned above.  We regret to advise that the above situation is in direct breach and contravention of the contract terms and conditions and therefore - Motorite proceeded to reject your claim and further terminate the plan with no option for reinstatement. Please note that it is a condition of this plan that the vehicle shall be serviced and maintained in accordance with the frequency and content stipulated by the Manufacturer in the Service Schedule of the owner’s handbook. Record of every service carried out in terms of the Manufacturers Servicing Requirements, as stated in the Service Schedule of the owner’s handbook, must be kept. After careful consideration of all the factors pertaining to your complaint, we regret to advise that our decision remains unchanged. Please refer to the following clause(s) in your contract wording: Clause:                   8 - Other Requirements and Provisions Affecting Your Duties and RightsParagraph:             (vi)--------------Clause:                   9 - Termination of This ContractParagraph:             (a) Should you not be happy with the outcome, you are at liberty to seek further recourse that is made available to you. Thereafter you may institute legal proceeding within 180 Days of receipt of this letter, failing which we will have no further liability in terms of this policy. Should you require any further details, please contact the Risk Management Complaints Division.

Thank you for your cooperation and patience herein.Kind Regards,
 Risk Management Complaints Division