"The customer service is shocking"

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.

"Evans Halshaw Premium Guarantee- buyer beware"

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…"

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!

"Not great customer service "

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.

"Brilliant service"

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!!!"

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 * * 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.

"A big thank you. "

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"

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.

"excellent customer service "

Having worked with Pendragon for a number of years on the Lease side of the company I have always found them to be professional with good customer service. They have always provided good feedback to queries and issues that may have been raised in a polite and helpful manner.