“Momentum Warranties Ltd
Customer Service/Complaints Department
King James VI Business Centre
Friarton Road
Perth PH2
To whom it may concern, I am writing to address several concerns regarding the services provided by Momentum Warranties, as outlined under the Consumer Rights Act 2015. Specifically, I would like to bring attention to the following points: Despite my initial communication, it appears that my concerns were not adequately addressed in the dismissal of my complaint. Furthermore, this is an additional com-pliant. With further questions and costs which was Advised to me by the Citizen advice bureau
Reasonable Care & Skill: • I believe that the services rendered by Momentum Warranties did not meet the standard of reasonable care and skill as outlined in the Consumer Rights Act 2015.
Right to Repair or Replacement: • I assert my right to have the option for repair or replacement of the faulty service provided, in accordance with the Consumer Rights Act 2015.
Right to Price Reduction of 100%: • I am exercising my right to request a price reduction of 100% due to the failure of the services provided by Momentum Warranties.
Burden of Proof on Momentum Warranties: • I would like to remind Momentum Warranties of their obligation to bear the burden of proof in demonstrating that the services provided met the required standards.
Breach of Contract/Service Agreed: • I contend that there has been a breach of contract regarding the agreed-upon services, and I am seeking resolution in accordance with the terms of the contract. •
In December 2022, you agreed to the following Service Agreement: • Standard Platinum To cover costs, repairs, and to provide parts & labour cover. • To include the Cooling System, Oil Coolant System, Head Gasket, and Diagnostics.
• On my request for advice and information on appropriate garages for repair, in accordance with Mo-mentum's plan benefits:
• Momentum has the right to seek independent advice if there is any doubt regarding the diagnostics and evidence provided by a third-party garage.
• The service agreement also covers Continental use, and Momentum agrees to a repair from a third-party garage with confidence. • We agreed that the repairs would be completed as soon as possible, with the current cost standing at £4,950, for which I am requesting a 100% reduction.
Misdiagnosis of a coolant issue by the garage (Lipscomb, Maidstone), wherein the radiator was replaced to resolve the issue.
Momentum warranties agreed with the garage to carry out the works, with evidence of the fault provided through a clear photograph of the radiator, supported by diagnostics and verbal communication between a technical engineer within both Lipscomb and Momentum.
Unfortunately, the fault was not rectified after the replacement of the radiator, and the issue with the coolant system persisted.
Due to a lack of confidence in Lipscomb's ability to resolve the problem, the following decisions and ac-tions were taken:
A decision was made to explore an alternative garage (Kinghams of Croyden) with a lower labour rate (£95 per hour) compared to Lipscomb's rate of £170 per hour. This decision was discussed and agreed upon by two different advisors from Momentum. Both advisors acknowledged that Lipscomb's hourly rate was very high, and finding an alternative garage with a more cost-effective labour rate would be in line with the Momentum warranty terms and conditions. The dealership were notified via email to contact Momentum on receipt of the vehicle. The car arrived no later than 01/07/2023
During these discussions, no alternative garage or the option of using an independent technician to ad-dress the car issue was suggested. Furthermore, no specific time for filing a claim was discussed or com-municated. • It was collectively determined that opting for an alternative garage would be financially ben-eficial for both parties to resolve the issue...
Unfortunately, the chosen alternative garage (Kinghams) did not possess the necessary equipment to carry out the repairs, despite being provided with a comprehensive history of the car's issues and ex-pressing an initial willingness to help. • The car arrived at xxxxx on the xxxxx date. After persistent fol-low-ups with the garage, I was informed that they lacked the expertise and equipment to resolve the is-sue.
They recommended another garage, but upon contacting them, I discovered that they couldn't schedule the car for another two months. • Eventually, I found an alternative garage that was able to address the issue. • It was decided that the car would be towed to Deens of Hampton on [no later than 16/08/2023 based on the fact that the garage is an Alfa Romeo specialist. The garage was instructed to immediately contact Momentum to confirm the receipt of the car and to discuss diagnostics as soon as possible. Email evidence has been provided to Momentum Warranties.
After a period of [xxxx], the diagnosis was that a new oil filter system was the cause of the problem and would cost £1,800. Momentum has an invoice for the works. The garage subsequently contacted Mo-mentum to discuss before commencing work. However, the diagnostics and claim were rejected by Mo-mentum with no apparent reason given.
Therefore, I had no option but to pay for the repair myself. I discussed this issue with Momentum and was told that the claim was rejected due to a period of 30 days elapsing to make a claim. As I clearly indicated, I have given this responsibility to the garages in question to make contact with Momentum."
Seeking advice from Momentums National Network of Mechanics and Garages yielded no helpful infor-mation. Obligations and Rejections in Conjunction with Terms and Conditions Not Met by Momentum Warran-ties and not answered from previous complaint. 1.
30-Day Deadline for Claim Submission:
Necessary information and proof for the claim were provided within the specified timeframe.
Requested Personal Data Access to Third-Party Garages:. Request was made, but access was declined by yourselves
Missing Recorded Telephone Calls: • Calls containing evidence of mishandling of the claim are miss-ing.FOR SAR
Confirmation of Obligations Under the Plan: • Seeking confirmation that all obligations under the plan have been met.
Allegations of manufacturers recall: •
.Examination Request by Momentum at Your Cost: • Momentum is requesting an examination of the car by an independent expert, with the cost to be borne by you.
Misdiagnosis by Original Repairer: • The original repairer classifies the issue as a misdiagnosis. I am writ-ing to formally express my dissatisfaction and submit a complaint regarding the misdiagnosis of my vehi-cle by Lipscomb & Momentum Warranties.
The original misdiagnosis has led to a series of unfortunate but preventable events, resulting in substan-tial financial burdens for myself and a car that remains unfit for road use, with additional faults emerging.
As per the free legal advice received, I would like to bring to your attention the following claims, each representing a distinct aspect of the issues arising from the misdiagnosis:
1. Damages
2. Consequential Losses
3. Third-Party Repairs
4. Out-of-Pocket Expenses
5. Unnecessary Distress
Claims Details: • Damages: £1,800.00 for a misdiagnosed new radiator • Consequential Losses: £1,800.00 for a rejected claim for a new oil coolant • Third-Party Repairs: £550.00 reimbursement of Momen-tum Warranty • Out-of-Pocket Expenses: £800.00 for towing charges Total Cost of Claim: £4,950.00 Proposed Resolution: I have been advised that I am entitled to a 100% price reduc-tion.
Alternatively, I propose an alternative solution, wherein Momentum pay for the parts, labour, and instal-lation of a new head gasket, with a total cost of £5,500.00, provided Momentum agrees to designate the repair garage. And request the car be examined by an independent expert at your cost.
Alternative Dispute Res-solution: If an agreement cannot be reached through the proposed solutions, I am open to engaging in an alternative dispute resolution scheme to expedite the resolution process. Re-sponse
Deadline: I kindly request that you respond to this letter within 14 days of receipt. Failure to respond or remedy the situation within this timeframe will leave me with no option but to consider escalating the matter further. I trust that this matter will be resolved promptly and amicably.
Yours Sincerely
Romeo Izzo”
“I bought a used discovery so of course I need a warranty...it's a landrover.
In 8 months I have submitted 3 different claims, non of which have been honoured,
1 was electrical and the others good old wear and tear,their favourite get out of jail card.
Believe me , I have persevered and battled and been without the car for weeks..
Bottom line.. they won't pay out ,save the premium cost for repairs.
My garage who have experience with other warranty companies thinks momentum warranties are a waste of money.”
“The worst warranty company.
The mechanic wouldn't contact the warranty company. Had 1 week to contact them. I had no idea they weren't contacted. When I found out, the 1 week window was over. Next time I found time to go to another mechanic was a few months later.
The warranty company said they can't do anything about this claim now.
As if the problem has gone away because missing the 1 week window fixed the problem somehow.
Don't waste your money on these scammers.
Edit after the replied elsewhere:
I've only posted this to warn others about your scam. You need any excuse to not payout. Having a 1 week window is a scam. It does not make the problem go away. My mechanic did not contact you for authorisation, so somehow that was our fault, and you rejected the claim. Mechanics have told me you're impossible to work with.
You need to be sued heavily.”
“Robber scammer fraud..! Dont get trap. I paid £2000 for gold warranty and now they are refusing to pay for it. The reason they are giving me is that i did not update them with information that i got appointment with garage after 7 days and their policy says it has to be done within 7 days. Basically i have got gold gte and there is a leak in water pump and the water pump is located right under the battery. So many garages has refused to fix it because they dint had trained staff and special equipment to fix it. Which took me a while to find right people and right place. But these fraud people (momentum warranties) are claiming it should have been dealt within 7 days. In fact i even rang them to inform them I can’t find any local garage who could fix this issue so i am going to main dealer and ready to pay whatever labour charge on top. But now they are refusing to pay any cost because it has been more than 7 days and volskwagen main dealer gave me appointment after 2 months as they had busy schedule. I am taking this issue forward and not letting them take my £2000 warranty money for free and they refuse to pay for faulty.”
“when my warranty was coming to an end from my purchase of the car the company had ITS employees pester us with calls & emails for months to renew. just had to make a claim as the clutch has packed in and no surprise NOT COVERED. GARAGE had to strip down and video parts for replacement. off the back I now have labour cost. ALL THEY DO IS TAKE YOUR HARD EARNED CASH!!!! STAY AWAY”
“I have now had three warranties with them over the years as a family. We have honestly never had a issue they have processes that have to be followed but having been with a well know warranty for years who never paid anything and made us jump through hoops these are a refreshing change. I had a clutch go on my car the garage contacted them and they dealt with them direct I literally dropped my car off everything was sorted and picked it up a week later(garage delay as they were busy but they were my choice) I have recently had an issue with a sensor and it was covered and had the car back same day. Overall I’m very happy with them.”
“Tried to make a claim on 2 separate occasions to no avail. They make it extremely difficult asking the garages for proof and pictures of part failing which eats into the labour costs. To be then told it’s wear and tear so then I have to foot the bill for the extra labour time. Don’t waste your money”
“Never pay out, misleading contract who scam people by taking their money. The whole point of paying for extended warranty when buying a car is for peace of mind if anything goes wrong or what would be the point of a warranty. Rude & bad customer service. They have also made up reviews to make themselves look good within last few weeks due to the amount of bad reviews they have. Legal action is now been taken”
“SCAMMERS!! Just been off the phone arguing with them. Bought car April by end of June my clutch is away. Paid £500 for this warranty. No garage would go near them, In my plan 2 it states I can use my own vat registered garage which I’m in the process of getting this repaired out my own pocket as I’ve been left with no car for a month now. They expect a 10hr job in a very busy garage to stand take video & pictures, for what, for them to still not cover as they just take peoples money, I’ve never heard of this in my life even though I sent them copy of repair & cost. Disgusting treating clients like this, I will be seeking a lawyer as their contract is very misleading. Do not reply momentum warranty as you are a bunch of con artists praying on people’s money. Should be ashamed of yourselves. Your reviews say it all”
“They refused to pay out on their warranty ,only when I got intouch with the car company who I bought my car off (the warranty csme eith it) they rang momentum and instructed them to pay out immediately ,only then did momentum warranties finally pay out ,they are rude and try stalling tactics hoping you'll give up. Awful company,Avoid!! I'm now getting intouch with trading standards.”
“Not worth the paper it's written on, they won't cover anything and will simply claim wear and tear even though the part is well within its service life! Save your money and lots of heartache and go elsewhere!!”
