Menu

The good, the bad, and the ugly - discover what customers are saying about TWG Services Limited

Welcome to our customer reviews and complaints page for TWG Services Limited. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with TWG Services Limited.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used TWG Services Limited's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with TWG Services Limited, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with TWG Services Limited. Your feedback is an important part of our community and will help others make informed decisions.

ComplaintsBoard
K
8:42 am EDT

TWG Services Limited Failed Turbo Unit

I purchased the above policy for my daughter back in September 2007 from Warranty Works when I purchased the car for her, at a premium of £369.12. I was assured by a member of staff at Warranty Works that the policy was an extremely good policy, and that it covered all major components with the exception of service items such as brake linings etc. The list of covered parts was quite comprehensive and this gave me peace of mind when I handed the car over to my daughter. Sadly this has not been the case. In your letter attached to the initial validation Certificate, you state “We hope you enjoy many miles of trouble free motoring, however, should the need arise you can call on your TWG policy for assistance” on both occasions my daughter has called for assistance under the policy you have declined the claim unjustifiably.

The facts of the most recent claim are as follows:-

On Wednesday 22nd January 2010 whilst close to home, the car suddenly lost much of its power and acceleration. My daughter immediately took the car to her local independent garage (Half Moon Garage, Main Street Pool in Wharfedale). There had been no prior warning that anything was wrong. The garage identified that the turbo unit had failed and needed replacing. My daughter telephoned yourselves, who instructed her to ask the garage to telephone you. The mechanic spent a considerable time without success trying to contact Sean at your claims office, and eventually asked my daughter to contact you as he could not afford to waste any more time, waiting on the line for somebody to answer the telephone. My daughter eventually got through after a wait of 28 minutes and asked Sean to contact Half Moon Garage which he eventually did. The garage reported to Sean that the Turbo Unit had completely broken down, and that he had ordered a new one which was being delivered that afternoon. Sean asked that the garage send the old turbo to the supplying company, to establish the cause of failure, and that the report be sent to TWG services once it was available. The garage agreed to do this.

Once the part arrived, the garage completed the repair and my daughter paid the bill of £950.00.

Sean at your claims office was advised by myself of the current status regarding the repair, and agreed to progress the claim further, once the report from the Turbo Unit suppliers was available.

The report was sent to the garage on Friday 29th January, and I spoke to Sean on the morning of February 1st. He asked that I fax to him the report from ITS Turbos, along with the invoice and a covering letter. This I did and within 30 minutes Sean telephoned with as he put it “bad news”. He told me that the claim would not be honored as the cause of failure was due to a foreign object passing through and damaging the turbine wheel. The report stated that this could have been an EGR valve and Sean stated that it could have been a piece of hard carbon.

I could not believe that you were not honoring the claim and referred Sean to the definitions on page 3 of the policy booklet which states:-

“Mechanical Breakdown”

“The sudden and unforeseen failure of a component, not by wear and tear, normal deterioration or negligence. We are not liable for parts that have reached the end of their normal working lives because of age or usage.”

The turbo unit is one of the parts specifically covered by the warranty and In this case the failure of the turbo unit was sudden and unforeseen, it was not caused by wear and tear, normal deterioration or negligence.

The definition of the word mechanical taken from the Oxford English Dictionary is “relating to or operated by a machine or machinery” and the definition of the word breakdown again taken from the Oxford English Dictionary is “a failure or collapse” In the case of the turbo unit concerned it is a mechanical part and it has failed.

I have fully read through your policy documents and all associated papers you have provided and nowhere can I find any reference to indicate that insured parts are not covered if the cause of failure is caused by a foreign body passing through an insured part. Furthermore, cause of failure is not specifically mentioned at all throughout any of the documents.

When I purchased this policy for my daughter it was to provide piece of mind for if and when such a breakdown occurred. Of course one would hope that no such breakdown happens, but when it does I expect the claim to be dealt with in line with the policy document without you putting unjustified reasons as to why you won’t honour a claim.

Read full review of TWG Services Limited
Hide full review
ComplaintsBoard
M
5:38 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Purchased a car privately end of nov, went to change breakdown cover and was advised that the rac do warranty too. After a chat i decided to take out said warranty. On the 16/12 the gearbox went.I had it recovered to a GEARBOX SPECIALISTS who diagnosed the fault as 6th gear synchro and that its not common place. Warranty company decided they wanted to...

Read full review of TWG Services Limited

Elevating the Voice of the Consumer

Empowering Real Complaints

At ComplaintsBoard, we understand the impact of genuine consumer grievances. Our platform is a dedicated space for authentic voices, where complaints, both positive and negative, are shared with honesty and transparency.

Dedicated to Validating Complaints

We are committed to ensuring the authenticity of every complaint. Our team uses rigorous verification methods to confirm that each complaint stems from a real customer experience, maintaining the integrity of our platform.

Encouraging Detailed Complaint Narratives

We value complaints accompanied by concrete evidence. Be it a photo, a detailed narrative, or additional documentation, such substantiation lends credibility to your complaint, aiding others in making informed decisions.

Balanced and Constructive Dialogue

ComplaintsBoard is more than a platform for airing grievances; it's a community where balanced dialogue is encouraged. We welcome complaints that not only point out issues but also recognize any positive interactions, promoting a fair and comprehensive perspective.

A Free and Impartial Platform for Complaints

Our unwavering commitment is to provide a free and unbiased platform for all complaints. Every complaint is given equal importance, ensuring your concerns are heard and respected, irrespective of their nature.