AU Warranties Ltd レビュー 87

AU Warranties Ltd からの回答

2026年4月10日

Thank you for taking the time to leave your feedback. We are sorry to read about your experience and appreciate the opportunity to provide clarification on the points you have raised.

Auto Union Warranties Ltd acts solely as the administrator of the warranty policy and not the selling party. The warranty itself is supplied, sold, and presented to you by the dealership at the point of vehicle purchase. This includes the level of cover selected, the price charged, and any representations made regarding what is or is not included within that policy.

Our role is strictly limited to assessing claims in accordance with the terms, conditions, and level of cover detailed within the policy booklet issued with the agreement. We do not have the authority to alter the level of cover after the point of sale, nor can we extend cover beyond what is explicitly defined within the policy terms. All claims are therefore assessed objectively against the relevant sections of the policy booklet, which clearly outlines covered components, exclusions, and conditions applicable to each level of warranty.

With regard to your concern about being sold an “ultimate” policy, we must clarify that eligibility for specific levels of cover is determined at the point of sale by the supplying dealership, based on vehicle age, mileage, and underwriting criteria. If a policy has been issued at a particular level, we are bound to administer the agreement as it exists on our system. Any discrepancy between what was sold or described and what was actually activated would fall under the responsibility of the supplying dealership, as they are the contracting party who arranged and presented the warranty to you.

In relation to garages accepting warranty work, we do not operate a restricted network. Customers are free to use any VAT-registered repairer, provided they are willing to supply the required diagnostic report and itemised estimate for assessment. We acknowledge that some repairers may have their own preferences when dealing with third-party warranty providers, however this is not something we can control or enforce. We remain committed to reviewing any valid claim submitted in line with the policy terms, regardless of the repairer chosen.

Regarding pricing, we can confirm that Auto Union Warranties Ltd does not set or control the retail price at which a dealership sells a warranty. Dealerships are independent businesses and may apply their own pricing structures. While we understand your concern, this commercial arrangement sits outside of our administrative remit. Our responsibility begins once the policy is activated and relates solely to the fair and consistent assessment of claims in accordance with the contractual terms.

With respect to your comments about mis-selling, we do take such matters seriously. However, as the warranty provider is not the selling entity, any allegation of misrepresentation or mis-sale must be raised directly with the dealership that sold the policy. That said, where concerns are brought to our attention, we do liaise with our representatives and the supplying dealer to seek clarification, as was done in your case.

We regret that your experience has led to this level of dissatisfaction. However, we must reiterate that all decisions made in relation to your claim would have been based strictly on the terms and conditions of the policy in force, and not on any external representations made at the point of sale.

AU Warranties Ltd からの回答

2025年12月10日

Thank you, Ben, for your 5 star review and kind comments about our easy and fast service, we appreciate you taking the time to share your experience with us.

AU Warranties Ltd からの回答

2025年12月10日

Thank you, Manni, for your 5 star review and positive feedback, we are pleased to hear you were happy with the speed of our replies and authorisation process and we appreciate your recommendation.

AU Warranties Ltd からの回答

2025年8月19日

Thank you, Muhammad. We truly appreciate your continued partnership and kind words. It is always a pleasure supporting you and your customers, and we are delighted to hear Chris has been able to assist.

AU Warranties Ltd からの回答

2025年8月11日

Hi James, thank you for your fantastic feedback! We’re so pleased we could make the process smooth and hassle-free for you. Your recommendation means a lot to us. Thank you again. 😊

AU Warranties Ltd からの回答

2025年8月7日

Short and sweet, just how we like our reviews! Thanks for the 5 stars and your kind words. We’re always here to keep things prompt and painless! 💸✅

AU Warranties Ltd からの回答

2025年8月7日

Thank you for the honest feedback! We’re glad we could make things quick and easy in the end. We’ll keep working closely with our dealers to smooth out any bumps along the way. Appreciate you sticking with us! 🚗✨

AU Warranties Ltd からの回答

2025年8月7日

Thank you so much, Jennifer! We’re thrilled we could help get you back on the road so quickly, panic definitely over! 🚗💚 If you ever need us again, we’re just a call away!

AU Warranties Ltd からの回答

2025年8月6日

Hi Alexandra,

Thank you so much for your wonderful review!

We're thrilled to hear that you're loving your new car and that we could step in quickly when you experienced a starting issue. Getting you back on the road within 2 days is exactly the level of service we aim to deliver, and it’s fantastic to know you felt supported and well looked after by our team.

We truly appreciate you taking the time to share your experience. If you ever need us again, we’re just a phone call away!

Warmest regards,
The AU Warranties Team

AU Warranties Ltd からの回答

2025年8月6日

Hi, Anita,

Thank you so much for the kind words! It’s always a pleasure working alongside professionals like yourself to get the best outcome for customers. We really appreciate the continued support over the years!

AU Warranties Ltd からの回答

2025年8月6日

Thanks for the fantastic review! We're so pleased to hear your van was sorted quickly and without hassle. Direct garage payments and a smooth process — just how we like it!

Appreciate you taking the time to share your experience! 🚐✅

AU Warranties Ltd からの回答

2025年8月6日

Thank you so much for the lovely review! We're delighted to hear everything was handled smoothly and that your claim was approved and paid directly with no fuss. We're always here to keep things simple and stress-free!

Thanks again for recommending us! 😊

AU Warranties Ltd からの回答

2025年8月6日

Hi, Steven,

Thank you so much for your kind words and fantastic feedback! We're thrilled to hear the claims process was smooth and stress-free for you, exactly how it should be. Enjoy your new car, and we’re here if you ever need us again!

AU Warranties Ltd からの回答

2025年8月6日

Thanks, Daniel! We're thrilled to hear everything went smoothly and that you were happy with the service. We're always here when you need us! 🚗✅

AU Warranties Ltd からの回答

2025年8月6日

Thank you for your feedback, Mr Holt.

We're sorry to hear about your dissatisfaction and appreciate the opportunity to clarify our position. As previously communicated, your Absolute Warranty policy requires that all claims be authorised prior to any repairs taking place, and all payments must be made directly to a VAT-registered garage. These requirements are set out in your policy booklet and are in place to ensure regulatory compliance and protect all customers from financial misuse.

In your case, the repairs were carried out without prior authorisation, and the invoice was issued in your own name rather than the garage's. Unfortunately, this made it impossible for us to validate the claim or process payment under our anti-fraud policy.

We understand this may be frustrating, especially when work is carried out urgently. However, we must follow strict guidelines to remain compliant with financial regulations and consumer protection frameworks. We did offer a goodwill contribution of £1,000.00, but as the terms were not met, we were unable to proceed.

We're still here to support you with any future claims during the remaining term of your warranty, and we encourage you to contact us before any repairs are made so we can assist properly.

AU Warranties Ltd からの回答

2025年8月6日

hank you for your review, Dave.

We’re genuinely sorry to hear about your experience and understand how disappointing it must have felt to have a claim declined. Please know that we never take these decisions lightly.

All claims are assessed strictly in line with the terms of the warranty agreement, and we’re required to follow clear guidelines regarding what is and isn’t covered. While it may feel like a "technicality," our team is obligated to assess each case based on the component list and exclusions provided in the policy booklet.

We’re here to support our customers, and we do care.

AU Warranties Ltd からの回答

2025年8月6日

Thank you for your review.

We’re sorry to hear about the issues you've experienced and completely understand how frustrating this must have been. We’d like to clarify that all claims are assessed based on the level of warranty cover selected at the time of purchase, as well as the specific terms outlined in the policy booklet.

Turbochargers and clutches, for example, may be covered under the Absolute Warranty but only for the first 6 months and where failure is not due to wear and tear or driver-induced damage. Similarly, components like the transmission or rear axle must meet the listed coverage criteria, and we must also rule out exclusions such as wear, abuse, or lack of maintenance before approving any claim.

AU Warranties Ltd からの回答

2025年8月6日

Thank you for your review, Christine.

We’re sorry to hear you were left feeling disappointed. Our warranty policies vary depending on the level of cover selected – Basic, Standard, or Absolute – and each comes with a clear list of covered components and exclusions. For example, the Absolute Warranty includes comprehensive mechanical and electrical coverage, while the Basic plan is more limited to key drivetrain parts.

AU Warranties Ltd からの回答

2025年8月6日

Thank you for your review. We’re sorry to hear about your frustration and appreciate the opportunity to clarify.

Your claim for the rear wiper motor on your VW Touareg was approved and fully processed. We supplied the replacement part directly to your chosen garage (Quattro-Tech), and we confirmed in writing that we would contribute towards the labour, as per your warranty terms.

We remained in regular contact with both you and the garage via email, and we will still awaiting an invoice from Quattro-Tech to complete the payment. Unfortunately, under our compliance policies, we are only able to make payments directly to VAT-registered garages, not to individuals.

We understand vehicle downtime is inconvenient, but we’ve done everything possible to support this claim within the warranty guidelines.