Driveway Vehicle Solutions Avis 

I bought a 3 year premium guarantee when buying a car from Evans Halshaw. I needed to use the guarantee less than two months after buying the car. The process and every communication with Pendragon have been awful. They take AGES to answer emails, so repairs are seriously delayed. The emails are not clear in their instructions. One email told me to apply for repair refund in two completely different ways in the same email. No clarity at all. I replied to the email asking for specific clarification on what to do. My email was really clear in what I was asking. I received yet another email which didn't make sense in what they were asking me to do. There is a telephone number to call. I've called it more than 10 times over the course of a day and it's not once been answered. It just rings and rings and then just cuts out. It's a truly awful company to deal with.

Purchased my car from Evans Halshaw in Hull almost 3 years ago. I cannot complain about that experience. I also bought the Premium Guarantee to cover me for 3 years at a cost of £799.00. One month before my cover ended Feb 2025 I noticed a noise coming from the vents. The heating was extremely hot, even when on cool. I booked the car into Evans Halshaw Hull. I would need a diagnostic test at a cost of £156.00. I was also asked to take my service receipts. Despite only having to service my car every 2 years I actually had it serviced every year. When the lady looked at these receipts she informed me that 2 of them were probably void as they hadn't listed specifics such as the type of engine oil etc. I had previously spent a week trying to contact Pendragon so I could speak to someone because I had also been told by Evans Halshaw that my services should have been done in January. I bought my car in the month of March. No one answered the telephone until the day before my car was booked in. I was told someone from Pendragon would ring me before the end of the day. No one rang. I tried contacting them again, on the day my car was due to be booked in. Again I was told someone would call me, no one did. On arrival at Evans Halshaw I explained the situation. Mainly that it appeared there was one excuse after another as to why my car might not be covered. I agreed to the diagnostic test.i then received a call to say my car had no AC so asked them to refill it. I was also told the heating matrix was not working. This would cost £2000 to fix and it was not covered by my Premium Guarantee. £2000? Just because they have to remove the dashboard. I told them to forget it. I'll look elsewhere. I was literally at the end of my tether. I have since been told by a friend that due to the age of my car he suspects the problem was there when I bought it because the heating matrix should last longer than 6 years. I only have March left then thank goodness I don't have to have anything more to do with Pendragon. I think their motto should be "We'll take your hard earned money but we won't do any repairs". I honestly feel well and truly had. I would NOT recommend this company to anyone. I feel they just find excuses as to why certain parts are not covered and reading other reviews it is very clear they must be making an absolute fortune out of people like myself. Shame on you. Please be aware, if you are buying a car and want peace of mind incase anything needs replacing etc. DO NOT go with Pendragon. Their warranty is not worth the paper it is written on. I'll be happy if I never hear that word again. In fact the name should be changed to Condragon.

“This has been the worst experience I’ve ever had with Pendragon Vehicle Management. My car broke down in December, and they towed it to a garage for repairs. However, they refused to cover the cost of a hire car for the absurd reason that, according to their policy terms, my car was considered written off. In reality, the only repair needed was a simple battery replacement, which they also refused to cover. When I requested to cancel my policy, they again cited the same ‘written-off’ clause to deny my request. Avoid this company at all costs. They convince people to sign up for their warranty, only to use their terms to justify denying coverage for repairs, car hire, and more.”

Having read the majority of negative reviews on this site I can only say that my experience was the complete opposite.
I was 18 months into a 2 year warranty when my engine developed a ticking sound - I called Pendragon (they answered on my first attempt) and explained I would need to get the problem investigated by a recommended garage.
This I did and the upshot was I needed a new engine - the quotes were sent to Pendragon by the garage and I had an email response within 24hrs. They did check that I had complied with their servicing recommendations ( which I had) and thereafter immediately approved the work at an approx cost of 8K.
Having previously read the reviews on this site I was very concerned that they would find a reason not to cover the cost - but they didn’t.
Throughout Pendragon have been nothing but responsive and supportive.

I am extremely disappointed with Pendragon’s handling of my warranty claim and their apparent disregard for the Motor Vehicle Block Exemption Order (MV-BEO) regulations.

My warranty claim was rejected because the service on my vehicle was carried out by a non-VAT-registered garage, despite the fact that the service adhered fully to the manufacturer’s recommended guidelines. Under the MV-BEO, this restriction is unlawful, as it unfairly limits consumer choice and imposes conditions that are not compliant with the regulation. This legalisation was introduced in 2023 and is in place until 2029, all companies that fell under the rules surrounding it were told to familiarise themselves with the policy. Pendragon have clearly failed to do that. What I will say is Pendragon will say and reply to everyone saying about their terms and conditions within the warranty, I have checked this with the CMA and taken legal advice on it, THEY CANNOT OVERRIDE THE MV-BEO WITHIN THEIR OWN WARRANTY TERMS, IF THEY DO THIS YOU MUST REPORT THEM TO THE CMA, IT IS A SIMPLE PROCESS.

I have now reported this issue to the Competition and Markets Authority (CMA) for investigation. If the CMA finds that Pendragon has breached competition law, the consequences could be severe, including:
• Significant fines of up to 10% of the company’s annual global turnover.
• Mandatory compliance orders requiring changes to Pendragon’s practices.
• Public enforcement actions, which could damage the company’s reputation and credibility with consumers.

Pendragon’s refusal to honour my warranty under lawful conditions is unacceptable and reflects poorly on their commitment to fairness and customer care. I urge them to address this issue and align their policies with the MV-BEO to avoid further repercussions and restore consumer confidence.

What worries me is how many people I’m reading about that have been financially affected by this, they should and need to be held accountable.

I would strongly advise other customers to be cautious and aware of their rights under the MV-BEO when dealing with Pendragon’s warranty terms.

All I wanted was an amicable and fair resolution, I really did not want this to become adversarial, I gave Evans Halshaw and Pendragon every chance. I have also emailed and mailed their CEO.

Brought the car from Evan Halshaw with extended warranty in July and car broke down away from home in January. I rang Evan Halshaw to see if I could just get it recovered to my nearest Audi as I don’t have an Evan Halshaw near me. I made 6 phone calls in less than 24 hours to confirm this. When I was able to get my paperwork to ring Pendragon nobody answered. I was then told they would only cover the part and £45 per hour labour as I hadn’t taken it to their garage. Not once was this said on the 6 phone calls I made.
I should have been offered a courtesy car but as they never answered the phone or even emails in the 3 weeks my car was in the garage. I was then left without a vehicle and unable to work.
It has been the worst customer service I have ever had and the warranty isn’t worth the paper it’s written on.
Audi fixed my car and I was out of pocket £500. Pendragon didn’t even cover the cost of the diagnostic test.

Got an extended warrenty threw evan halshaw on a used vechical, first time i needed to use the warranty i was rejected leaving me with a £2500 bill i had to pay out my own pocket, the warranty isnt worth the paper its written on absolute joke of a company. I had only owned the car over a year and was properly maintained. At first they asked for proof of service to make sure id looked after the car and then when sent the service proof they then pulled another excuse why they wouldnt pay. Wish i never payed the extended warrenty absolute waste of money and i feel robbed they took my money for nothing and when i needed them they hung me out to dry! Avoid this company at all cost!!!!!!!!!!!!!!!! Side note i payed £900 for 2 years warranty

Avoid this company at all costs

I bought a premium guarantee , to then a month later be told that the shop was closing , three months in counting trying to claim on it daily back and forth a with them and still not resolved

Worse than they keep telling me different amounts I’ll need to pay

The guarantee is literally a joke

If I could give zero stars I would!! Discovered a fault with my car 3 weeks ago and I must add its still within the 6 months of purchase so the dealership is responsible however they have referred me to their 'premium guarantee' which I mistakenly took out. After emailing the warranty company they told me to book my car in with one of their approved garages. After several phonecalls to all their local approved garages, I've been told that they don't have the correct diagnostics equipment for a Land Rover and it will have to go to a specialist. So why wasn't I told this when they sold me the warranty, knowingly their approved garages will never be able to fix the car they sold to me??! So the 3 year warranty I now have is absolutely pointless to me. All's they are intrested in is making money on a terrible warranty and mis selling it to their customers.

I complained two weeks ago and I'm still sat here waiting for a phone call to 'fix' this issue. Constantly false promises, zero customer service and not interested once they have your money.

Ironically, I can go to their website and book in a major service for my car yet they are unable to plug it in and find the fault. Although my £20 scanner is able to do it.

Their answer to this is that I have the option to take it to a specialist however JLR charge £200 labour per hour and I am only covered upto £30. Laughable. I also have to pay for the diagnostics myself and the work and then claim it back, so defeats the object of even having a warranty.

I should have been made aware from the start they don't fix the car they sold to me under their warranty and I'm yet to find it in their terms and conditions where it states this.

They also said my car had just been serviced when I bought it which another complete lie!!

Next step for me is involving trading standards and the Motor Ombudsman seeing as they can't be bothered replying.

Shambles of a company !!!!

Do not buy this warranty at any cost they don't cover diagnostic fee, and don't get back to you save the money you was going to purchase on this and save it for any future fault

I purchased my car through Evans Halshaw in November 2023 on 20 plate. In July this year the engine mount failed causing damage to the drive shaft and catalytic converter. I have the extended warranty which I purchased for peace of mind as I am paying a lot of money for the car. I was unable to contact pendragon as the phone just rang and rang. No response to email either. The dealership were able to make contact and pendragon declined responsibility saying the damage was not covered and the fault lay with myself!!!! I was without a car for 3 weeks as a result. Just 2 weeks later and the car has developed another fault with the dealership saying they cannot look at it until 9th September saying if I take it elsewhere it will not be covered under the warranty. I again cannot make contact with pendragon via phone and have had no response to my email. This warranty is worthless and I will be seeking compensation as a result. This is an absolutely shocking service and I will definitely be doing my research in future.

It’s very interesting to see that they respond to these reviews quick enough!!!

The customer service is shocking! My car has been sat in the garage for 4 days while I wait for a response to my emails on claiming back for the repairs through my warranty. I have called over 20 times and the phone just rings out everytime. I have emailed and asked for someone to call me but received no call back. I am reliant on my car for work and family commitments. All I want to know is what part of my repairs are covered under warranty and the go ahead to get the car fixed. Each time I have received a reply to my email I am asked another question or asked to supply another document - why is this not all asked for in the first email? It’s like a delay tactic and while they are delaying my car is sat waiting to be repaired and I don’t have a replacement car. I have been asked twice in 2 separate emails to confirm the car registration which I have already done and the paper work supplied has it on. Utterly disgusting customer service. I don’t usually leave reviews but this has made me so angry as not having my car is impacting on my life.

Bought the extended premium guarantee for 'peace of mind' driving for £399. Now have a claim and have experienced really shocking customer service. Person on email has been rude and dismissive. I provided garage estimate but now have to jump through hoops to cost OEM parts. Perhaps could have mentioned whent they asked for an official estimate, but no. Could probably speed things up by talking to someone but no-one answers the phone. 3 options with the third being payment. Thought someone will definitely answer that one. Shocked to find that no one did! It rings out for 3.5 mins then cuts off everytime. Dispute resolution abysmal!

Email address provided in Pendragon reply (Reputation Executive, seriously that's the job title on the email) was not able to help. Warranty issues nothing to do with them. Asked for a direct number to speak to the warranty. Recieved an email from Chirelle with her direct number. 4 calls over 2 days and Chirelle has yet to pick up the phone. Apparently they mess Evans Halshaw dealerships around as well. Keep your money. Don't waste it on this 'premium guarantee' or Pendragon unless your happy to fit cheap OEM parts on your car, and/ or have your car off the road for weeks.

Absolutely horrendous company to deal with, the level of service and customer handling is non existent! i had salary sacrifice vehicle with them and the minute i said i wasnt taking out another one - they charged me outrageous costs at the end of my lease! Please please avoid - save yourself money in the long run - wish i had read the reviews first!

I put my car in Halfords garage 2 weeks ago where I was told a caliper had to be replaced along with pads and dics (caused by the sticking caliper) which is cover by the premium guarantee, to begin with everything was approved ready to go then all of a sudden there were issues with accounts and was told to pay for it out my own pocket which is £800 job and have been trying to get back in touch for over a week to discuss this but to no avail, customer service is poor emails aren’t being responded to, calls aren’t being answered all for a service which I pay for! No one has given me a list of approved garages or been any help at all.

Wow , if I had read some of these reviews I would never have bought the warranty BUT I had an issue which was fixed and sorted and payment was received within 2 weeks. Fantastic , efficient and polite. E mails were responded to within a few hours. I would highly recommend. Thank you for sorting.

AVOID!!!

Sold a guarantee that covers EVERYTHING - Repairs not authorised

No response to complaints on 26th April, 4th June, 24th June. No answer on telephone - anytime.

Are you selling fraudulent financial products? Sure looks like it from here.

Whats the claims procedure Pendragon? Whats the complaints procedure? Whats your response timescales and what, if any, code of practice are you following?

* WARNING * * WARNING *
Whatever you do DON'T buy the Premium Guarantee cover unless you definitely plan on keeping the car for the whole guaranteed cover time.

There is NO REFUND if you sell the car within the time frame ( a grace period of 30 days from taking the policy is the only chance of a refund )

SCORCHED into paying £1,000 for 3 years without the knowledge of the very fine print saying no refunds once purchased if you sell the car.

PLEASE Be ADVISED - read the small print.

I would like to say a big thank-you to Paul Duffin who, when I was getting nowhere fast went over and above to get me, my car and 2 year old twins recovered. Helped me get my car on the system as the Garage had forgot to put through the warranty. A gentleman.

To whomever it may concern

I write further to my telephone call to Evans Halshaw Mansfield regarding complaints on my premium guarantee for my Mercedes Benz CLA 220d(LN16OUG) which I bought in November 2023.
On based on a unusual noise from the car i have done a diagnostics in Evans Halshaw ford Cardiff and they have diagnosed following issue: Knocking in the gear box, oil leak for Rocker cover and fuel injector seals.

I asked you to make arrangements for the car to be repaired, however Evans Halshaw Ford Cardiff have refused the repairs on the basis that they do not have the facility or parts to do the repairs or arrange a repair in any means and they were unsure about what to do next in this situation.
I had purchased a extended premium guarantee for 36 months at the time of purchase and it is just 5 months from the date of purchase.
Although the faults diagnosed are covered by the warranty, you have failed to agree to the repairs being carried out and are therefore in breach of contract.
I would make one final request for you to carry out the repairs in accordance with our contract.
If, however, you are not prepared to do this, I will have no choice but to instruct a quote for carrying out the repair form Mercedes Benz service centre. I will then forward you a copy of the quote and seek reimbursement from you in full for the cost of repairs along with any other associated losses I incur, if you continue to refuse to carry out the work.

I look forward to hearing from you as soon as possible.