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I had a service plan sold to me when I purchased my new vehicle. They advised me that I needed to ensure that I serviced the vehicle as per the manufacturers guidelines.
When I put in a claim for the 7,500km service, they then refuted the claim, stating that the policy only covers me for a service every 15,000km, or 12 months. Their policy does not confirm this in writing... (it says service as per the manufacturers guidelines). The voice recording of when they sold me the policy confirmed that it was to be serviced under the manufacturers guidelines.
The service manual states that because I am driving said vehicle under certain conditions, I should service every 7,500km. I meet these certain conditions, and therefore believe that the service plan should cover the intermediatory services. (which they call minor services, which is listed as COVERED in their policy)
Don't bother arguing with them, they hide behind their email accounts.
Motorite acknowledges receipt of your complaint, your communication is important to us. Your complaint will be fully investigated by a dedicated complaints administrator who will try to resolve your complaint within 3 business days. Policy Number: FBI88704L (***7) Where we are unable to resolve your complaint within 3 business days, we shall keep you adequately informed of the progress of your complaint, the cause of any delays as well as providing you with revised timelines. Thank you for your cooperation and patience herein. Kind Regards, Risk Management Complaints Division
Motorite acknowledges receipt of your complaint, your communication is important to us. Your complaint will be fully investigated by a dedicated complaints administrator who will try to resolve your complaint within 3 business days. Policy Number: FBI88704L (***7) Where we are unable to resolve your complaint within 3 business days, we shall keep you adequately informed of the progress of your complaint, the cause of any delays as well as providing you with revised timelines. Thank you for your cooperation and patience herein. Kind Regards, Risk Management Complaints Division
Please don't bother "investigating".
The complaint has been escalated to Mr William Seabela. It has been fruitless discussing the matter with him, and when I ask him to please get Motorites' legal department to CALL ME, and even offer to come through to your offices to have a round table discussion with the supervisors, supervisors' managers and powers that be... i simply get told:
" – we remain of the opinion that the claim was administered correctly and in line with the contract terms and conditions "
In other words, if I want to take this further, I need to take this up with the motor industry governing body, and I do not have the patience or energy for this.
I would rather cut my losses, and exercise my right to warn other members of the public of a Company who openly is in breech of their own policy, but not willing to accept responsibility.
(Bully tactic)
Please don't bother "investigating".
The complaint has been escalated to Mr William Seabela. It has been fruitless discussing the matter with him, and when I ask him to please get Motorites' legal department to CALL ME, and even offer to come through to your offices to have a round table discussion with the supervisors, supervisors' managers and powers that be... i simply get told:
" – we remain of the opinion that the claim was administered correctly and in line with the contract terms and conditions "
In other words, if I want to take this further, I need to take this up with the motor industry governing body, and I do not have the patience or energy for this.
I would rather cut my losses, and exercise my right to warn other members of the public of a Company who openly is in breech of their own policy, but not willing to accept responsibility.
(Bully tactic)
Please note that should you find the outcome of the matter to be unsatisfactory, you are at liberty to seek further recourse that is made available to you.
Kind Regards, Risk Management Complaints Division
Please note that should you find the outcome of the matter to be unsatisfactory, you are at liberty to seek further recourse that is made available to you.
Kind Regards, Risk Management Complaints Division