Poor warranty handling, delays and no courtesy car
I purchased a used Audi A7 with a warranty through Sytner / Car Care Plan. When the gearbox failed 5 months after, the experience was extremely poor:
• I was left without my vehicle for six weeks.
• The claim was initially declined for the wrong reason, then overturned only after I repeatedly chased.
• Contradictory excuses: Sytner said the courtesy car was Care Plan’s responsibility, while Care Plan said it was Sytner’s. Result: no courtesy car at all, despite the warranty promising this benefit.
• Poor communication: I had to call and email almost daily, with little proactive contact from either company.
• Financial loss: I continued paying finance while the car was unusable and suffered extra costs that neither company has covered.
Both companies admitted failings but offered only a token gesture, far short of my actual losses. My case is now with The Motor Ombudsman.
I would strongly caution others to check how warranty promises are actually honoured — my experience has been stressful, time-consuming, and very costly.
Reply from Car Care Plan
Hello,
Thank you for taking the time to provide a review about your experience, we are sorry you weren't happy with the service received. We can see you have had a response from our complaint team and we await the decision from The Motor Ombudsman.
Kind regards,
Car Care Plan
