22-05-2023, 09:05 PM
So I have a citroen berlingo panel van (Aug 2019make now 39K miles). The vehicle has a engine cut out in February 2023, and it is suggested of timing belt snapped possibly due to lack of service. The dealer suggested a new engine to be replaced which cost nearly 7K pounds, luckily Citroen customer care is willing to pay 80% of the cost and said the 20% remaining to be covered by extended warranty team.
However the extended warranty team declined the claim, because they said service out of date for 18months and by 4150miles. This is impossible because the dealer confirmed that service was carried out in June 2022 at my request, so there is no way it is out of date for 18months. However the dealer can not provide service receipt to me or the warranty team, so the relevant parties are refusing to solve the issue for me and insisted that I need to pay the 20% balance. The manager at the dealer is now blaming me for the delay and ask me to pay 25pounds parking charge per day because of a mistake they have made (but they deny that they have any mistake which I can prove with email evidence). He also said that I am causing trouble because they are running business and cant keep my vehicle forever.
I don't feel comfortable to pay because firstly I have paid for extended warranty and has had service carried out as requested (though they cant find the record as explained from dealer). Also I have had to pay few hundred pounds already for tow truck because dealer made mistake with admission. Instead of trying to solve the issue and address things properly, the branch manager now blames me and said I should be grateful already to only have to pay 20%. I am indeed but the previous experience I have with dealer simply make me worried that there will be issues following in another issue in the future, I can't even trust when they say a engine replacement because after all it is a timing belt fault so maybe they will only need to change a timing belt instaed of engine replacement as they claim.
I have had absolutely nighmare experience with dearler since day one and it seems like they can do whatever they want and dont have to take any consequence. This is so unfair for customers, last year there was a small adblue problem and it took them 5 months to fix ( if I had not had evidence from private garage of where the problem is maybe it will still not get fixed within warranty). The dealer's customer service is rather dissapointing, and I feel like there is nothing I can do at all but to give in to whatever they ask. They claimed that service was carried out in March 2022 but all they could send is an estimate invoice instead of a real service receipt.
So my question is 1） if I get extended warranty for next year, will they still decline claim since there is a service gap? 2) is it still worth for me to keep the vehicle if the dealer did change the engine ? I say did, because I am not confident that they will definitely replace a new engine.
lastly, I want to know what exactly is the service requriment for extended warranty as it is quite confusing on the booklet? thanks
It is a condition of this warranty that your vehicle is serviced at regular
intervals, as recommended by its manufacturer. We recommend
throughout the warranty period, servicing and repair work to be carried
out by an authorised Citroën repairer. It is important that you retain your
service receipts as they may be required to validate any claim you make.
Services must be carried out within one month/1,000 miles of the
intervals specified by the vehicle manufacturer, whichever comes first.
However the extended warranty team declined the claim, because they said service out of date for 18months and by 4150miles. This is impossible because the dealer confirmed that service was carried out in June 2022 at my request, so there is no way it is out of date for 18months. However the dealer can not provide service receipt to me or the warranty team, so the relevant parties are refusing to solve the issue for me and insisted that I need to pay the 20% balance. The manager at the dealer is now blaming me for the delay and ask me to pay 25pounds parking charge per day because of a mistake they have made (but they deny that they have any mistake which I can prove with email evidence). He also said that I am causing trouble because they are running business and cant keep my vehicle forever.
I don't feel comfortable to pay because firstly I have paid for extended warranty and has had service carried out as requested (though they cant find the record as explained from dealer). Also I have had to pay few hundred pounds already for tow truck because dealer made mistake with admission. Instead of trying to solve the issue and address things properly, the branch manager now blames me and said I should be grateful already to only have to pay 20%. I am indeed but the previous experience I have with dealer simply make me worried that there will be issues following in another issue in the future, I can't even trust when they say a engine replacement because after all it is a timing belt fault so maybe they will only need to change a timing belt instaed of engine replacement as they claim.
I have had absolutely nighmare experience with dearler since day one and it seems like they can do whatever they want and dont have to take any consequence. This is so unfair for customers, last year there was a small adblue problem and it took them 5 months to fix ( if I had not had evidence from private garage of where the problem is maybe it will still not get fixed within warranty). The dealer's customer service is rather dissapointing, and I feel like there is nothing I can do at all but to give in to whatever they ask. They claimed that service was carried out in March 2022 but all they could send is an estimate invoice instead of a real service receipt.
So my question is 1） if I get extended warranty for next year, will they still decline claim since there is a service gap? 2) is it still worth for me to keep the vehicle if the dealer did change the engine ? I say did, because I am not confident that they will definitely replace a new engine.
lastly, I want to know what exactly is the service requriment for extended warranty as it is quite confusing on the booklet? thanks
It is a condition of this warranty that your vehicle is serviced at regular
intervals, as recommended by its manufacturer. We recommend
throughout the warranty period, servicing and repair work to be carried
out by an authorised Citroën repairer. It is important that you retain your
service receipts as they may be required to validate any claim you make.
Services must be carried out within one month/1,000 miles of the
intervals specified by the vehicle manufacturer, whichever comes first.
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