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.