Warranty Repair Claim - Not Replying to Letters - dgowenlock

What can I do if a the company providing my 3rd party warranty (WMS Group) ignore my letters asking them to make payment for a claim that I feel is covered by the policy (failed water pump) (colling system covered)?

Kind Regards,
Dave

Edited by dgowenlock on 03/01/2011 at 19:32

Warranty Repair Claim - Not Replying to Letters - Turv

Well for one they should not ignore your letters, they should reply.

read the small print, see if its covered to repair without their say so, most warranty covers only repair if its broken down and towed to a garage, some warranties are worthless.

Warranty Repair Claim - Not Replying to Letters - LucyBC

Read the warranty first and check it is covered. Most warranties are specific about what they cover (and even more specific about what they do not).

If it is covered then phone them and get the person's name. Then send the claim recorded delivery. If still no response then use the small claims court.

Warranty Repair Claim - Not Replying to Letters - Collos25

Like myself and many people have said some of these companies need to improve their act because they are bringing the few good ones into disrepute

Warranty Repair Claim - Not Replying to Letters - Dave N
Who are the 'few good ones' then?
Warranty Repair Claim - Not Replying to Letters - dgowenlock

Thanks for everyone's comments.

I am calling tomorrow to get a specific name who I will send a letter to Recorded Delivery.

Hopefully I will get a reply and not have to pursue small claims. It's a pain as they know if they don't reply or stall most people give up as they don't have the time.

Thanks,
Dave

Warranty Repair Claim - Not Replying to Letters - concrete

Warranty Direct (recommended by HJ and Telegraph) are good. Assessment and repair agreed quickly.I had one problem concerning details of the settlement which was complicated and got nowhere with WD staff. All correspondence was answered though. Eventually HJ intervened and I got to speak to someone who could make a decision. In my book a good measure of a company is not if they have problems, rather how they are dealt with whilst keeping you in the loop. WD said my particular problem (decided in my favour) will not occur again because they will change their system, which shows they can always learn from customers. I would not hesitate to recommend them and I continue with them. Their documentation is clear and concise so there is no difficulty in ascertaining what is covered. You get what you pay for. Concrete

Warranty Repair Claim - Not Replying to Letters - dgowenlock
I had a reply from Roy Bragger, claims manager. Problem is it does not relate to any previous letter or answer any questions. They ask for the part repaired, then ignore my letters for months before finally sending a letter stating they will not enter further correspondence.

Frustrating it took coming here and writing to the GM to get a canned reply. I would let it go if they gave me a clear reason why the claim does not meet my documentation or answered my letters and questions in a timely manner.

I was going to renew my policy as well! Correspondence to date:



1) Car goes in for water pump and alternator repair.

2) Mechanic gains authorisation from WMS to repair alternator but not water pump. Cooling system is covered by my warranty but fluid leaks are not so WMS advise mechanic this might not be covered and to obtain my authorisation for this part.

3) Mechanic gains my authorisation (daily driver and needed it fixed) to replace both.

4) Mechanic shows me water pump and demonstrates internals (bearing I think - no mechanic) are worn causing failure.

5) WMS pay out for alternator but not water pump.

6) I ask why, considering cooling system is covered under my policy and they ask for water pump for their inspection. This is requested 1 month after repair, and water pump has long since been returned to BMW as part of their subsidised parts scheme. Mechanic said this is standard practice.

7) I tell WMS that pump I do not have the pump, but they are welcome to contact mechanic/BMW if they require the pump for inspection. Unlikely they will get it, but out of my control.

8) No reply, send a reminder including last letter.

9) No reply, advised by Honest John to send another reminder addressed to claims manager via Special Delivery including last 2 letters.

10) Reply from Roy Bragger, claims manager "As we are not able to assess any further repairs and we have paid our full agreed liability for the above Claim. We now consider this claim to be closed and will not enter into any further correspondence.
Warranty Repair Claim - Not Replying to Letters - tenaciousP

I know this is years lkater but we had simialr issues.

Firstly, EVERY point in this review and statement here is backed up with copies of emails, court filings and recordings. So whatever WMS say in response it is true and court records reflect that.

What to say about WMS? Sit back because this is a hell of a story. Well my father in law purchased a 5 star policy from them to cover his Range Rover Sport. He paid extra to have main dealer work undertaken should anything go wrong.

2 years into the agreement the engine was destroyed by an incident where was breached after an internal failure. Pretty much fatal. He tried to make a claim against this warranty. This is where our near two year battle started.

At first it was declined because he didn’t use a Vat registered garage even though this wasn’t a requirement of the policy he took out.

he was told he HAD to take it out of a main Caffyns dealer as they would not pay dealer pricing even though he paid for the 5 star warranty which included this.

After 3 months we finally got them to agree to get an engineer to inspect the vehicle. They used ACE, a company they have used on numerous occasions and who does work under contract for WMS. Not surprisingly they decline the claim. Firstly they claimed low oil. Then aerated oil. Because it was oil related they said they would not pay out. At this point we were dealing with the MD directly, John Collingswood.

We asked to appeal. At first WMS did not have a clue what they are doing. In fact pretty much throughout despite numerous requests they never once supplied me with a formal complaints for appeal process.

Eventually they agreed we could get another engineer to comment. We did and they found that this was not oil related. We submitted the report to WMS who then asked a senior engineer at ACE to reply (he had and has never seen the car). He stood by ACE findings even though the report from DEKRA picked apart the claims. Claim was declined again. During this time we were accused of riving the car to destruction, low oil and not servicing the vehicle correctly by Mr. Collingswood who always had a reason to not want to pay out.

We instructed a further engineer MET who also found that this was not oil related and not wear and tear. Report submitted to WMS and again ACE response via an engineer who had never seen the vehicle

. The claim rejection was upheld. Again we asked to appeal. Again WMS had no idea of what their own policy or procedure for this was which was even more worrying as we were dealing directly with the company MD.

Also over this time as I was helping my father in law, Mr. Collingwood called my employer and the police on me (I was sending him regular emails which in his eyes was harassment). My employer wasn’t bothered and the police said it was a civil matter. These bullying tactics were prevalent throughout – blocking email accounts so we couldn’t contact then, legal threats, insults (he accused me of having “special needs” in one email)

We were eventually told a joint report would need to be undertaken as the final part of the appeal but this never took place as ACE and WMS kept moving the goal posts. Eventually WMS tried to charge us £1500 for this report to take place. Which obviously we refused. Not one cost had been refunded or met. They refused to issue a formal decline letter or settle on an actual reason for decline. They blocked further email accounts so we could not speak to them and would not take our calls. As this was not a FCA agreement we could not go to the Ombudsman and had zero come back. Most people would have walked away. We took the case to the small claims court. It took over a year. 3 appearances in a court room. And literally thousands of pages of emails, notes and work. WMS hired a firm of local solicitors (Stephen Rimmer) at great cost (the solicitor costs would have been at least 3 times what the final settlement and claim was if not more). They even hired a barrister to represent them in court (at probably several £100 an hour). At every turn they tried to out spend, out muscle and threaten and scare us off. They failed. After MUCH work and a whole day in court, a year later we won a judgment and pay out. WMS lost. And decisively at that. The judge ruled that this was NOT lack of oil, was NOT caused by not maintaining the vehicle, was NOT due to the vehicle being driven to destruction and was NOT caused by anything we could have foreseen. It was a mechanical failure and therefore the policy should have paid out. The judge dismissed the ACE engineer and his report, the opinions of Mr. Collingwood and awarded my father in law a settlement of just under the small claims limit. In short we won, we beat WMS and they had to pay out because they declined a claim for no just or reasonable reason. My father in-law still lost money – hire car charges not covered, loss of wages etc. (not to mention the cost of the worthless warranty) - but the money paid for the engineers, experts and the replacement of the engine which he funded himself out of his own money.

WMS tried to bully us. Scare us. Threaten us. And lied. All so they didn’t have to pay out on what was a valid claim. If we lost we would have been liable for several thousand pounds in costs, court fees and expert fees. It was a risk but we were in the right and knew it form the off. They tried to spend more, use their solicitors to try to scare us off. Didn't work.

The message here is simple: DO NOT USE WMS. Don't even think about it. Move on. Read forums and other review sites other than Reevoo (see below) They are a terrible company who use under handed tactics and bullying to avoid paying out. There MD is not above using underhanded tactics to scare you off – from calling employers, to the police and lying to both. If you do not have a FAC regulated agreement you have NO legal come back unless you are willing to go to court and risk losing.

Again AVOID WMS like the plague. There warranty is not worth the paper its printed on. Checked out the Revoo score on their website ? 96% This is ONLY from people they have paid out to (read the small print) and does not reflect the real feedback that is all over the net. WMS do NOT payout. The warranty is worthless. More over the company are morally dubious in their tactics and way they treat customers.

There is no external or formal appeal and if the MD doesn't like you he will try to ruin your life as well as take money from you.

We are free of WMS now and their tactics after near two years hard work. Please don't put yourself in this position.

(NB: WMS appealed this judgement. Today we went to court and the judge threw out the appeal. We have finally won this case after 893 days from the original issue occurring. We won. WMS have spent over £35k fighting this claim in court. )

Warranty Repair Claim - Not Replying to Letters - RobJP

I know this is years lkater but we had simialr issues.

Firstly, EVERY point in this review and statement here is backed up with copies of emails, court filings and recordings. So whatever WMS say in response it is true and court records reflect that.

What to say about WMS? Sit back because this is a hell of a story. Well my father in law purchased a 5 star policy from them to cover his Range Rover Sport. He paid extra to have main dealer work undertaken should anything go wrong.

2 years into the agreement the engine was destroyed by an incident where was breached after an internal failure. Pretty much fatal. He tried to make a claim against this warranty. This is where our near two year battle started.

At first it was declined because he didn’t use a Vat registered garage even though this wasn’t a requirement of the policy he took out.

he was told he HAD to take it out of a main Caffyns dealer as they would not pay dealer pricing even though he paid for the 5 star warranty which included this.

After 3 months we finally got them to agree to get an engineer to inspect the vehicle. They used ACE, a company they have used on numerous occasions and who does work under contract for WMS. Not surprisingly they decline the claim. Firstly they claimed low oil. Then aerated oil. Because it was oil related they said they would not pay out. At this point we were dealing with the MD directly, John Collingswood.

We asked to appeal. At first WMS did not have a clue what they are doing. In fact pretty much throughout despite numerous requests they never once supplied me with a formal complaints for appeal process.

Eventually they agreed we could get another engineer to comment. We did and they found that this was not oil related. We submitted the report to WMS who then asked a senior engineer at ACE to reply (he had and has never seen the car). He stood by ACE findings even though the report from DEKRA picked apart the claims. Claim was declined again. During this time we were accused of riving the car to destruction, low oil and not servicing the vehicle correctly by Mr. Collingswood who always had a reason to not want to pay out.

We instructed a further engineer MET who also found that this was not oil related and not wear and tear. Report submitted to WMS and again ACE response via an engineer who had never seen the vehicle

. The claim rejection was upheld. Again we asked to appeal. Again WMS had no idea of what their own policy or procedure for this was which was even more worrying as we were dealing directly with the company MD.

Also over this time as I was helping my father in law, Mr. Collingwood called my employer and the police on me (I was sending him regular emails which in his eyes was harassment). My employer wasn’t bothered and the police said it was a civil matter. These bullying tactics were prevalent throughout – blocking email accounts so we couldn’t contact then, legal threats, insults (he accused me of having “special needs” in one email)

We were eventually told a joint report would need to be undertaken as the final part of the appeal but this never took place as ACE and WMS kept moving the goal posts. Eventually WMS tried to charge us £1500 for this report to take place. Which obviously we refused. Not one cost had been refunded or met. They refused to issue a formal decline letter or settle on an actual reason for decline. They blocked further email accounts so we could not speak to them and would not take our calls. As this was not a FCA agreement we could not go to the Ombudsman and had zero come back. Most people would have walked away. We took the case to the small claims court. It took over a year. 3 appearances in a court room. And literally thousands of pages of emails, notes and work. WMS hired a firm of local solicitors (Stephen Rimmer) at great cost (the solicitor costs would have been at least 3 times what the final settlement and claim was if not more). They even hired a barrister to represent them in court (at probably several £100 an hour). At every turn they tried to out spend, out muscle and threaten and scare us off. They failed. After MUCH work and a whole day in court, a year later we won a judgment and pay out. WMS lost. And decisively at that. The judge ruled that this was NOT lack of oil, was NOT caused by not maintaining the vehicle, was NOT due to the vehicle being driven to destruction and was NOT caused by anything we could have foreseen. It was a mechanical failure and therefore the policy should have paid out. The judge dismissed the ACE engineer and his report, the opinions of Mr. Collingwood and awarded my father in law a settlement of just under the small claims limit. In short we won, we beat WMS and they had to pay out because they declined a claim for no just or reasonable reason. My father in-law still lost money – hire car charges not covered, loss of wages etc. (not to mention the cost of the worthless warranty) - but the money paid for the engineers, experts and the replacement of the engine which he funded himself out of his own money.

WMS tried to bully us. Scare us. Threaten us. And lied. All so they didn’t have to pay out on what was a valid claim. If we lost we would have been liable for several thousand pounds in costs, court fees and expert fees. It was a risk but we were in the right and knew it form the off. They tried to spend more, use their solicitors to try to scare us off. Didn't work.

The message here is simple: DO NOT USE WMS. Don't even think about it. Move on. Read forums and other review sites other than Reevoo (see below) They are a terrible company who use under handed tactics and bullying to avoid paying out. There MD is not above using underhanded tactics to scare you off – from calling employers, to the police and lying to both. If you do not have a FAC regulated agreement you have NO legal come back unless you are willing to go to court and risk losing.

Again AVOID WMS like the plague. There warranty is not worth the paper its printed on. Checked out the Revoo score on their website ? 96% This is ONLY from people they have paid out to (read the small print) and does not reflect the real feedback that is all over the net. WMS do NOT payout. The warranty is worthless. More over the company are morally dubious in their tactics and way they treat customers.

There is no external or formal appeal and if the MD doesn't like you he will try to ruin your life as well as take money from you.

We are free of WMS now and their tactics after near two years hard work. Please don't put yourself in this position.

(NB: WMS appealed this judgement. Today we went to court and the judge threw out the appeal. We have finally won this case after 893 days from the original issue occurring. We won. WMS have spent over £35k fighting this claim in court. )

Blah, blah, blah.

Funnily enough, you posted virtually exactly the same thing in May 2016.

www.honestjohn.co.uk/forum/post/index.htm?t=114454

You actually posted it twice - once in 'Legal' and once in 'Motoring discussion'. The one in 'motoring discussion' appears to have been deleted. I wonder why ...

So you're still so irate, 7 months on, that you are continuing to do everything you can to attack the warranty company. Do note that we've nothing but your word that you won your court cases against them, no case numbers or courts listed.

Loads of unsubstantiated allegations like "if the MD doesn't like you he will try to ruin your life".

I suggest that you grow up a little bit, and move on.

Warranty Repair Claim - Not Replying to Letters - TheBroker

We provide warranties using Warranty Wise. We have not and, more importantly, our customers have not had any problems with them.

Warranty Repair Claim - Not Replying to Letters - Avant

With thanks to the broker, for the tip, I agree with Rob's comment. There's no need to reopen this thread.

 

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