TMO - The Motoring Organisation Avis 364

Réponse de TMO - The Motoring Organisation

3 déc. 2025

Dear Mr Wild,

Thank you for taking the time to leave a review. We’re sorry to hear you feel disappointed, and we appreciate the opportunity to clarify what happened with your claim.

After reviewing your case and all communication with both yourself and your repairer, we can see that our team responded to your enquiries promptly and investigated the issues reported on your car.

The repairer confirmed that the fault related to deterioration of the coolant pipe and reservoir assembly. Under the terms of your cover, pipes and hoses are specifically excluded; this actually applies regardless of which level of cover is purchased. As the repairer advised that the failure was caused by deterioration of the pipe assembly, we were unable to authorise the repair under the policy.

We completely understand that this was not the outcome you wanted, and our advisor explained the reasoning and your right to raise a formal complaint and we've confirmed the standard complaint timeframes.

It’s important to reassure you and other customers reading this that we apply the same standards to all claims. If a fault is covered, we authorise it quickly, and if it falls outside the policy terms, we must remain fair and consistent. We do not decline claims without clear technical evidence.

If you feel there is additional information from your repairer that may change the technical basis of the claim, we are more than happy to review it. Our complaints team will also issue a final response once their investigation is complete.

Thank you again for your feedback, we’re here if you need anything further.

TMO

Réponse de TMO - The Motoring Organisation

19 nov. 2025

Hi Darren,

We’re sorry to read this, although we can’t find any products registered under the name provided. We’ve attempted to contact you through Trustpilot’s verification tools so we can investigate properly, but we haven’t received any response. Without your details, we’re unable to verify that you’re a customer or look into the specifics of your claim.

To address the point more broadly for the benefit of other customers, when assessing any claim, we rely entirely on the evidence provided by the inspecting repairer. We don’t create reasons to decline claims, nor do we second guess the garage’s findings. If a garage reports that a part has failed due to external debris or damage, we are required to base our decision on that evidence - we cannot override or invent alternative diagnostics.

Radiators can fail for a number of reasons, including external impact or blockage, which are not covered under any warranty policy from any provider, not just ourselves. If the core had simply failed due to a covered mechanical fault, we would have expected that to be clearly stated in the engineer’s assessment. If a discrepancy exists between what you believe happened and what the garage reported to us, we are always willing to review additional evidence, images, or a revised diagnosis from the repairer.

We pride ourselves on honouring claims fairly and in line with the terms provided at the point of sale, and we work closely with customers and garages to make sure issues are resolved wherever possible.

We’re more than happy to review the evidence again, we just need your details to do so.

TMO

Réponse de TMO - The Motoring Organisation

Actualisé le 17 nov. 2025

Dear Ms Sweatman,

Thank you for your follow-up comments.

We must respectfully disagree with your description of events and allegations of dishonesty or fraud, which are wholly unfounded. Your claim was reviewed in full accordance with the warranty terms and supported by the independent diagnostic findings from Vauxhall.

Vauxhall's own findings confirmed that the diesel particulate filter (DPF) had become blocked due to gradual soot and carbon build-up over time. This type of deterioration is specifically excluded from warranty cover across the motor industry, including under your plan.

We did liaise directly with you on multiple occasions throughout your claim, from initial contact and diagnostic authorisation to explaining the outcome once the report was received. Our notes confirm each conversation.

The written terms and full documents, which include DPF coverage exclusions, were issued to you digitally following purchase. These terms are what every claim must be assessed against, regardless of what may have been said verbally by a salesperson.

You’ve mentioned that our replies to reviews “make us look worse.” To be clear, we don't respond to make us look better, we only respond to ensure that other customers reading these reviews have the full factual context. Not to “clear things up” but to correct inaccuracies that some customers choose to write and to avoid misunderstandings.

TMO