Car Care Plan

If I could give a zero, I would.

I purchased an alloy wheel policy with my car and after 2 years, needed to claim for two small scratches to the rims.

I filed a claim which was accepted until the technician arrived. He said the repair would not be guaranteed even though I have another year on the policy. He then claimed there was corrosion on the wheel when there absolutely is not.

He didn't do the repair and left after about 90 mins.

I then received an email saying Car Care Plan would not complete the repair due to corrosion. Please see the picture so you can see how clean the wheels are.

Basically, they took several hundred £'s for a policy which is worthless. Fraud in my book.

I now have to take this to the ombudsman which is a lot of hassle but it's worthwhile to right a wrong.

Do not trust this company or the decisions of Mariya Basat.

Tried to use their website kept saying technical issues. Called their call centre after a 30 minute wait on hold. They ask me to send the photos of the issues to their email.

Almost instantly the advisors starts to try to weefle out of the cover saying am I sure these alloys haven't been fixed previously. I explain the cover was in place when the car was delivered to me with only 7 miles on the clock.

In realising this info is stated on the policy documentation, they immediately realise the damage looks like corrosion and I would nt be covered. This is total nonsense as they are clear kerb scuffs from parking etc...

They say they need to forward to an "expert" and if he agrees then no one will even look at the alloys and my cover is invalid.

Completely rip off!

Car Plan Care... who sell tyre damage insurance... well in short what a complete waste of money... claim they only pay for damage not wear, which is fine... but my tyre measured by Mercedes main dealer were over 6mm inner, centre and outer but car care plan said they don't measure where everyone else measures so they won't payout because from a video provided by Mercedes they Were amazingly able to judge the right inner edge where they measure was less than 1.6mm!... despite their email saying their limit was 2mm and the tyre just had to be legal

I wasn't expecting a policy like this to be claimable on and I'm pleased to say Car Care Plan did not disappoint! A complete waste of money and long waiting times to get through to them for the privilege of hearing their logic

Disgraceful company which tries to wriggle out of claims. They ignore correspondence and are rude. Avoid.

I don't even know where to begin. If I could put down no stars, rather than one, I would because this company is that poor.

Our car is due to be returned to the dealer in 40 days and I filed a claim to have the alloy wheels refurbished in early January. After waiting for written confirmation of a claim number and registered repairer instructions, it subsequently turned out the claim was "lost in the system" and I had to file again.

When I received an email acknowledgement referring to the claim, the email informed me that the alloy insurance underwriter, Elite Insurance, is having financial problems and is either about to go into receivership or is in receivership and we are backlogged in a queue for repairs through the insurer until at least May, which is after we will have returned the car. When I rang Car Care for more information, I was told that the owner of Car Care was releasing new claims to be handled in the order received and subsequent to payment by Elite for the claims processed thus far. At that moment, the customer service operator told me that they were nearly a year behind, so (basically) I was joining the queue.

In the course of trying to negotiate a more satisfactory outcome, I was lied to on the phone and via email by Car Care employees. Ultimately, I received an email instructing me to get a quotation for the four alloys to be repaired and that we will be "approved" for up to £110 per alloy, including VAT for the repairs.

What they don't say is that we will have to front the money ourselves and become one of Elite Insurance's many creditors rather than being reimbursed for the work when we have it completed.

This is not something we expected when we took out the insurance policy and it's simply not a satisfactory outcome. These problems are not our problems and Car Care Plan should ultimately take responsibility for making sure its customers are being looked after properly.

We have informed Land Rover that Car Care Plan's policy isn't worth anything and they should stop selling it because the binding insurance agreement isn't worth the paper it's printed on.

I have also just filed a complaint with the Financial Conduct Authority's Ombudsman Service and advise anyone else who has had a similar experience to do the same because until such time companies like this will be allowed to operate unchecked and this kind of poor customer service will continue.

Alternatively, if you are considering taking out a policy with Car Care Plan, I would think again because there are a multitude of similar cases to ours, as you can see for yourself.______________________________________________________________

There's been an update:

Our complaint here got the attention of Care Care Plan and the administrators just after our review was posted here. After a flurry of emails, I can say that nothing has changed but in each exchange it was a bit like Groundhog Day. Each communication kept saying that we had two options: 1) to get a quote (which became two quotes as the communications continued) to be approved and get the work done independently, submit receipts to be paid at some point down the line, although never expressly communicated when; or 2) wait our turn and take the assigned slot which would take place once Car Care released our claim to the repairers on May 1st. In each instance, I wrote back and said that we wouldn't have the car in May and that now, with the amount of time that had passed, we didn't have time to organise the TWO quotations, the approvals and the work to be done before we returned the car. The only conclusion I can draw is that they were ringing the process out for as long as possible to avoid a satisfactory outcome for us, the customers.

The final email from the administrators actually offered us the option of complaining to the FCA, which we had already done, but it was said in a manner which implied they had done everything they could to satisfy an ornery customer rather than they'd played a crafty game which is what they did.