In May 2020 I will buy a Volvo V90 AV18MXF car from Harrogate Mill branch. The car cost me £ 21,000 and I transferred the entire amount in cash. Immediately after the purchase, Kieran Clay from Stoneacre service plan se team contacted me. He offered me a plan to which I agreed, which I regret today. In January 2021 I got a letter reminding me of the upcoming annual service for my car. I went to a service in Sunderland to book a visit. As it turned out later, due to my fault, the service plan was poorly formulated and after talking to Kieran Clay stated that despite the fact that my car is due for service in February, he had moved it to June for reasons known only to himself. He immediately offered to cancel the service plan and buy a new one. He said the entire amount would be refunded to me. Unfortunately, the new plan will apply to 2022. So I will have to pay the annual service for 2021 in cash. The new service plan is on much worse terms than the previous one, it is more expensive. Another thing that worries me is that the car should be serviced in February and he moved it to me in June. The last service before buying the car was in February 2020. In my opinion, if you buy the car, the service should be done at the time of purchase, i.e. in May 2020. Unfortunately, Kieran Clay said that it was not his fault and it must be so. If for any reason my car loses its warranty, I will be forced to hire a lawyer and bring the case to court. Back to the first service plan that Kieran Clay sold me. The money I paid for it was returned to me less the cancelation fee. When I found out about this, I contacted Kieran immediately and he assured me that the plan was canceled through no fault of my own and the cancelation fee would be refunded to me. It was mid-January 2021. Today is March 2, and after a few calls with Kieran, the money hasn't been returned to me to this day. Today it is 02/03/2021 I talked to him again and told him that I was disgusted with the way Stoneacre treats its customers and wants to make an official complaint. He said an email was sent to emac on February 23, and there was nothing else he could do for me. He gave me an emailto his manager, Ryan Cheadle, and an email number so that I could arrange my refund myself. After talking to Emac, I was informed that they had not received any e-mail asking for a refund and that as long as they did not receive such instructions, they could do nothing. It looks like I can't get anything done about it. Therefore, I am addressing this matter as an official complaint against Kieran Clay, Ryan Cheadle and Stoneacre. How is it possible that such a respected company as Stoneacre is not able to solve such a flimsy problem. I expect a refund, an explanation as to why the annual service for my car was postponed to June and reduce its price to the amount of my first service plan. I would like an explanation as to why the car was sold to me without an annual service. Yours sincerely