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Third-Party Used Car Warranty Policies

At PW Auto Repairs Ltd, we carry out repairs for customers and help them claim with their Third-Party Used Car Warranty Provider if they have one.

 

These are companies such as; A1 Warranties, RAC, Warranty Wise, Warranty First, Momentum Warranties etc. There are dozens of third-party providers and they all have different levels of cover, policies and procedures.

 

On many occasions, we are able to assist in getting customers a payment in full - however, on other occasions, the policy only provides for partial authorisations or invalid claims.

Dealership

Key points when bringing your car to PW Auto Repairs with the intention of using a Third-Party Used Car Warranty Policy:
 

  1. The policy a customer has, is a product they have purchased/been given when buying a used vehicle and is not connected to PW Auto Repairs Ltd.  We are not affiliated with any Third-Party Used Car Warranty Providers, they usually simply ask the customer to find a local VAT registered garage.  This does not affect PW Auto Repairs Ltd’s own policies, procedures or terms and conditions of business.
     

  2. PW Auto Repairs must be made aware of the policy at the time of booking.  Failure to advise us of your Third-Party Used Car Warranty Policy can lead to the Third-Party Used Car Warranty Provider declining your claim.  The Third-Party Used Car Warranty Provider will not retrospectively look at a claim once work has commenced or been completed.
     

  3. When you report a fault, you should take the advice of your Third-Party Used Car Warranty Provider (by phone/email or by reading your policy documents/terms and conditions), and depending on the fault, this can often be to not drive the vehicle until it has been assessed and diagnosed or to have it recovered to the garage.  The garage often has to answer questions of the Third-Party Used Car Warranty Provider such as the current mileage and if the vehicle has been recovered to us.  If the Third-Party Used Car Warranty Provider deems that you have not followed their instructions, they can decline your claim.
     

  4. We will need the full name, telephone number, email address and address the policy is registered to, so that we can liaise with your Third-Party Used Car Warranty Provider.
     

  5. The customer should make available all service history information as this may be requested by the Third-Party Used Car Warranty Provider, even if it does not seem relevant to the fault being claimed for.
     

  6. We have found it necessary to implement a policy whereby we charge an administration fee if we have to carry out an excessive amount of administrative work to facilitate your claim.  This has only been brought into place as a result of excessive time required to complete claims for our customers.  Everything has to be duplicated, so keeping a customer updated is one thing, however working with Third-Party Used Car Warranty Providers can often mean dozens of calls and emails if they request us to provide more information and evidence.  On two occasions in recent times, we have had to spend over 2 hours on the phone waiting on hold, evidencing jobs with photographs and video calls in addition to the normal work we would expect to do to authorise a repair.  On other occasions, the 48 working hour response times many Third-Party Used Car Warranty Providers work to can lead to vehicles blocking lifts in our workshop for days, or additional costs if we are forced to spend more time putting a vehicle back together after investigation whilst we wait for authorisation or a decision on next steps.

    6.1 Where a customer is using a Third-Party Used Car Warranty Provider, a £25 inc VAT administration fee is applied to the booking as standard.  However, if we are required to carry out no more than 2 telephone calls or 2 emails/online forms, we will cancel that fee.  It is normal to need to have a conversation or two over the phone or send an email and answer a follow up question - and we wouldn’t charge for that.

    6.2 However, it has become more of a frequent occurrence that we have to duplicate all calls with the customer and the Third-Party Used Car Warranty Provider.  We have also had to carry out video calls and complete online reports.  If we have to make more than 2 short telephone calls (not exceeding 10 minutes each) or 2 emails/online forms - the previously mentioned administration fee of £25 inc VAT and further charges of £10 inc VAT per email/online form or £1.00 inc VAT per minute for telephone calls will be chargeable to the customer.  The Third-Party Used Car Warranty Provider will not refund this fee.

    6.3 If the Third-Party Used Car Warranty Provider is unable to make a decision within a reasonable time to authorise or decline, any additional labour time required to put the vehicle into a state to be removed from the lift pending a decision, will be billable and invoiced at the hourly rate applicable to the type of work we are carrying out.
     

  7. It is up to the Third-Party Used Car Warranty Provider to decline or approve a claim.  We can only provide facts based on the information provided. 
     

  8. In the case of an authorised claim, the claimant is responsible for paying the invoice with PW Auto Repairs in full, and claim the payment back directly with your Third-Party Used Car Warranty Provider.  We will be happy to amend the invoice to the payee information the Third-Party Used Car Warranty Provider requests, as well as adding the authorisation reference number if they require one.
     

  9. It is vital that you read and understand the information provided to you by your Third-Party Used Car Warranty Provider.  This should outline your policy including the terms and conditions.
     

  10. On many occasions, when you have recently purchased a used vehicle from a dealer/trader, despite having a Third-Party Used Car Warranty Policy, this does not affect your statutory legal rights. You can find support on the Citizens Advice website on this link:  https://www.citizensadvice.org.uk/consumer/buying-or-repairing-a-car/problems-with-a-used-car/

    If you have any questions, please feel free to contact PW Auto Repairs on 01636 550852 or email info@pwautorepairsnewark.co.uk

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