TMO - The Motoring Organisation Avis 364

Réponse de TMO - The Motoring Organisation

19 nov. 2025

Hi Simon,

We’re really disappointed to read this, especially as we can’t find any record of you as a customer.

We’ve attempted to contact you several times through Trustpilot’s verification and messaging tools so we can investigate your concerns properly, but we haven’t received any response.

We pride ourselves on being transparent with our terms and explaining them clearly at the point of sale. We never dismiss genuine faults as “wear and tear” without thorough assessment, and when customers do reach out, we always work with them to find a fair and reasonable resolution.

If you are a genuine customer, please get in touch with our team directly so we can look into this for you. Without your details, we’re unable to verify your experience or provide any further help.

TMO

Réponse de TMO - The Motoring Organisation

Actualisé le 10 oct. 2025

Thank you for your feedback, Mr Waller, but we’re sorry to hear of your disappointment.

To clarify for others reading, we clearly set out the labour rate we cover when choosing your own repairer. When using one of our approved repairers, we pay the full cost of labour directly with no shortfall. In this case, you chose to proceed with your own repairer against our advice, which is of course your choice, but this meant their higher hourly rate created a shortfall outside of your cover.

We did authorise the repair contribution in line with your policy and confirmed this with you. Unfortunately, under the 'What is not Covered', specifically "seat
belt and air bag systems" are excluded, as they are under all similar warranty products, which is why those costs couldn’t be covered.

We always try to be as transparent as possible, and many of our customers find real peace of mind from the protection provided. We’re pleased you found our team pleasant to deal with, and we wish you safe and trouble-free motoring in the future.

TMO

Réponse de TMO - The Motoring Organisation

Actualisé le 2 sept. 2025

Dear Ahmed,

We are always disappointed to receive a review like this, particularly from someone who has been a customer for over 5 years. However, it’s important to set the record straight for anyone reading:

1. You have downloaded and read your plan documents, and you’ve confirmed to us that you were aware of what is and isn’t covered.

2. Headlight modules are not covered under your plan. This isn’t something we “decided” because of cost – it is simply not a listed component, as made clear in your documents. No warranty provider covers every single part of a vehicle.

3. We are fully transparent about what our warranties include and exclude. Every customer receives their full terms before purchase and has ongoing access to them at any time.

We appreciate that a declined claim can be frustrating, but suggesting we mislead customers is unfair and inaccurate. Thousands of customers have had successful claims with us because their repairs were covered under the plan they chose. We would never decline a claim because it is "expensive" or consists of "expensive parts".

We remain committed to treating every customer fairly and honouring every valid claim within the terms of cover.

TMO

Réponse de TMO - The Motoring Organisation

21 juil. 2025

Dear Mark,

We’re unable to identify you from this review, but the experience you’ve described doesn’t reflect how we operate. We never confirm cover without first reviewing a diagnosis or clear fault report from a garage; this is a vital part of our process.

In fact, we regularly advise customers to get a diagnosis early so they don’t miss out on anything that is covered. If a claim is declined, it's because the issue unfortunately falls outside the scope of the warranty terms — something we're always upfront about once we’ve reviewed the facts.

It’s very unlikely that you were told to proceed without this being made clear, as that would go against our standard procedures, but please feel free to contact us directly so we're able to investigate this for you.

Kind regards,
TMO

Réponse de TMO - The Motoring Organisation

Actualisé le 9 juil. 2025

Dear Paul,

We're sorry you're unhappy, but we’d like to clarify the facts around your claim. Despite multiple conversations, your claim has never been declined. We’ve consistently asked for standard information — confirmation of what has failed, and images or evidence from the repairer to show this — but none has been provided.

Your policy does cover clutch components, provided they’ve failed suddenly. However, in this case:

1. Your vehicle is outside the standard limits for wear and tear cover.

2. The vehicle wasn’t even with the repairer, making it impossible for anyone to properly inspect or confirm the cause of failure.

3. No dismantling was done, and we were never given evidence of what had actually failed or why — which is a basic requirement for any warranty claim.

Suggesting we’re stalling to avoid a payout simply isn’t accurate. The repair could not proceed because it lacked the most basic standard of proof required under any warranty. As soon as the failure is evidenced and aligns with policy terms, we’re always happy to support.

We remain available to help if you'd like to progress the claim properly.

Kind regards,
The Motoring Organisation