Third-Party Used Car Warranty Policies

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

1.  The warranty policy you possess is a product acquired when purchasing a used vehicle and is not affiliated with PW Auto Repairs Ltd. We do not have any connections with Third-Party Used Car Warranty Providers, who typically instruct customers to find a local VAT-registered garage. This does not influence our own policies or terms of business.

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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 retroactively 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.  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 coordinate 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.  To ensure fairness and efficiency, we have introduced an administration fee for cases requiring excessive administrative work to process warranty claims. While keeping our customers informed is a standard part of our service, Third-Party Used Car Warranty Providers often require extensive additional documentation, including multiple calls, emails, and supporting evidence. In some instances, we have spent over two hours on calls or hold, providing photographic and video evidence beyond the usual requirements for repair authorisation. Additionally, many warranty providers operate with 48-hour+ response times, leading to workshop delays, lifts being blocked for extended periods, or extra labour costs to reassemble vehicles while awaiting approval.

For customers using a Third-Party Used Car Warranty Provider, a £25 (inc. VAT) administration fee is applied to the booking as standard. However, if we only need to make up to two phone calls or send two emails/online forms, we will waive the fee. It is common to have brief communication with both the customer and warranty provider, and we do not charge for this.

However, it has become increasingly frequent that we must duplicate all communications between the customer and the warranty provider, conduct video calls, and complete detailed online reports. Please note that Third-Party Used Car Warranty Providers will not reimburse this fee.

 

7.  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.
 

8.  The decision to approve or decline a claim rests solely with the Third-Party Used Car Warranty Provider. Our role is to present factual information based on the details available.

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9.  In the case of an authorised claim, the policyholder is responsible for settling the invoice with PW Auto Repairs in full.  You can claim the authorised amount 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.
 

10.  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.
 

11.  If you have recently purchased a used vehicle from a dealer/trader, you can raise the issue you have with the seller.  We recommend you contact the seller directly for support as soon as possible to make them aware as soon as you have a concern. They may be able to assist you, especially in the event of an unauthorised claim through the warranty provider. 

 

12. A Third-Party Used Car Warranty Policy 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/

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We appreciate your understanding as we strive to balance efficiency and service, while managing the complex requirements of warranty claims.

 

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