HELP, citroen extended warranty team rejected our claimour claim

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yingxue2022
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

In response to your questions, if a claim is submitted, a poor service history will have an impact on any service-related component that fails mechanically.

Renewal is possible, but any service-related claims that may emerge will be thoroughly investigated, and if it is determined that poor service history has impacted the performance of that part, it may be declined.

this is what the warranty company said when I asked if my future claim will be affected. Obvisouly without the proof of service receipt it has made much more damage to the vehicle than just the 20% repair cost I have to pay for which is basically caused by dealer who has missed the service.
GiveMeABreak wrote: 24 May 2023, 12:02 Ok, so it's not a 3 cylinder petrol which I was thinking could be an issue with the timing belt - as certain versions of these EB2 engines have a belt in oil system and need regular checks of the timing belt and an earlier change. So forget that as it's a 1.5 Diesel.

However I have also noticed that there is an outstanding after sales campaign issued for this specific vehicle, but I can't tell you what it is at present. Not that it's going to make much difference at this stage - unless the issue had a direct bearing on failure of the timing belt. Only the dealer can advise on what the after-sales campaign was for. The other issue is that if the vehicle was not serviced at a main dealer, then any other repairer may not have access to the PSA servers and therefore would not of been able to advise of the outstanding campaign, so the work would never get done until it was taken in to a dealer for a service or check. Citroen would not have known who the new owner was, so could not of contacted them.

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Jay-Bruce
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by Jay-Bruce »

From what I could find, as a 1.5 diesel, this veicle's timing belt is changed at a 75,000 mile service interval, nearly double the mileage of this gentleman's vehicle? That being so, the failure of the timing belt/chain at this point is ipso facto misadventre/misfortune, the sort of thing that should be covered by the "warranty", which is essentially an insurance product effectively betting against premature mechanical failures. This looks to me as if it is an open and shut case for any literate litigator to successfully sue the warranty company.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by Rp0thejester »

This has been an interesting read. If you have it in writing that the service has been carried out by them then why do you need a receipt? It's in writing, so job done or am I missing something?
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

hi sir thanks for the information really appreciate it. The warranty company has declined the claim because the engineer advised that failure is influenced from lack of service ( which again the problem lies with dealer who refuses to provide service receipt that they themself confirmed was carried out, but due to admin error they cant produce to any party at all). Instead of trying to put things right, all the party is just trying to ask me to give in to 20% of the repair cost, which I can if they can produce the service receipts. Because without the receipts warranty company basically wont allow me to purchase new extended warranty, and also advised that future claims is likely to be declined with poor service history.

I feel extremely stressful as a mom with two young children, the situation dealer put me through again and again is very very desperate. Even worse the general manager at the dealer is asking me to pay 25pounds parking fee per day, because they won;t take up any responbility for the mistake they have made.

So the truth is they messed up my vehicle which is relatively young and should be taken good care of, and even after it is repair without warranty I feel it is going to be more hassle in the future if it does fail again... :cry: :cry: :cry:
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by Rp0thejester »

If you've got it in writing that the service was done then you have them by the nuts. That's them admitting that they did the work which trumps a receipt. It's an admission that they did the service.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

hi sir no you are not missing anything. because warranty company insisted that a proof ( either the history of service carried or receipt) is needed for them to authorise the claim, however the dealer can't provide any form of proof or receipt that the job the main dealer ie Stellantis and You has carried out as they confirmed...

I am really dissapointed with service from Stellantis and You, maybe it is because I am second owner and this wasnt purchased from main dealer. I wanted to sell it last year already but thought it would be unfair to next owner if things dont get put right... Now I am even worried that I have to lose a lot without the service history that should have been provided to me. :cry:
Rp0thejester wrote: 24 May 2023, 16:18 This has been an interesting read. If you have it in writing that the service has been carried out by them then why do you need a receipt? It's in writing, so job done or am I missing something?
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by Jay-Bruce »

I'm going away from the computer for a couple of hours, but as I hate to see companies like this mistreating their customers like this, I am going to get involved with this when I am next at my desk. Basically from a legal standpoint, if you have it in writing from the dealer that the service was carried out, the warranty company doesn't have a leg to stand on, so I'll draft a few letters for you and a guide for the process which will be aiming to get your van repaired, and you recompensed for all the stress these [expletives] are putting you through. Don't worry, we've got your back and will help you get through this.

If you already have a letter, or email from the dealer confirming the service was done but due to an administrative error, likely associated with the use of the voucher, they cannot provide a duplicate receipt, but are adamant that the service was performed, you are sorted. If you don't have anything in writing, either letter / email, to that effect, please contact the dealership asking for them to confirm in writing that they did undertake the service, once you get that, I'm going to have a field day with your warranty company.

@GiveMeABreak (Marc) - can you do me a favour bud, can you hook me up with a copy of the service schedule for this vehicle? Cheers /Jay
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by GiveMeABreak »

Jay-Bruce wrote: 24 May 2023, 15:58 From what I could find, as a 1.5 diesel, this veicle's timing belt is changed at a 75,000 mile service interval, nearly double the mileage of this gentleman's vehicle?
Hi Jay, not on this engine, it's Every 125000 Miles / 10 year(s). :wink:
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by GiveMeABreak »

Rp0thejester wrote: 24 May 2023, 16:18 This has been an interesting read. If you have it in writing that the service has been carried out by them then why do you need a receipt? It's in writing, so job done or am I missing something?
He doesn't have it in writing , that's the issue, they dealership is saying the service was never requested and therefore never done. The owner had a Citroen voucher for a previous issue that he says was used - so he therefore won't have any bank / credit card evidence of the work and the dealership have no records of it being done. Hence the warranty company saying they are rejecting the claim as the service was not done.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by GiveMeABreak »

Jay-Bruce wrote: 24 May 2023, 17:01@GiveMeABreak (Marc) - can you do me a favour bud, can you hook me up with a copy of the service schedule for this vehicle? Cheers /Jay
Here's the official service schedule for this vehicle with vehicle and VIN shown:

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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by Rp0thejester »

So with that info has anything been broken warranty wise?
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by GiveMeABreak »

Well from the first post, the Op says the vehicle has done 39K miles. So from this, I can only assume that the second service has been missed.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

Hi sir, thank you for the service information. Does the mileague applied to my use ( because I am second owner previously bought 14500miles so far the milleague is 39469miles so less than 25000 miles have been made in my hand,

you are right that I don't have direct writing from dealer however the manager had verbally confirmed to me when i visited the garage ( after going through the ad blue signal problem I have been extra cautious to make sure they get things done, so I asked him in person whether he had the service voucher received and conducted he said yes).

The actual email from customer care quote is 'the service for vehicleXXwas carried out previously on the 22/06/2022. Due to an admin error within the Stellantis and You system, the service invoice at the time was unobtainable. ' this information has been verified by customer care agent who checked with service manager at dealer, it won't be in the email if he didn't get the same confirmation as myself from main dealer. I had records of myself requesting service receipts from manager but it simply wasnt possible to get any response , nor can I reach anyone in service department over the phone. You can see how many visits I have done for the ad blue signal problem last year along, and it was your suggestion I remember sir to take to private garage for diagnoze if not I will still be stuck with same ad blue signal problem until this day.

The dealer also confirmed in email that they have a complete service in March this year ( which is impossible because the vehicle has broken down again February this year) , so I don't know if I am just very very unlucky with this vehicle or because the dealer simply dont care what went wrong with my vehicle. below is the email from dealer, which I know is not true because all they can provide is a service invoice not an actual receipt.

'Your extended warranty provider rejected the claim for the remaining amount of the repair due to the service history.

The first service should have been done in August 2021 or at 25000 miles,

At this time you were taking the vehicle to Romford, who carried out an engine oil top up, not a service, as instructed.

The only record of a complete service, was done in March 2023.'



GiveMeABreak wrote: 24 May 2023, 18:11
Rp0thejester wrote: 24 May 2023, 16:18 This has been an interesting read. If you have it in writing that the service has been carried out by them then why do you need a receipt? It's in writing, so job done or am I missing something?
He doesn't have it in writing , that's the issue, they dealership is saying the service was never requested and therefore never done. The owner had a Citroen voucher for a previous issue that he says was used - so he therefore won't have any bank / credit card evidence of the work and the dealership have no records of it being done. Hence the warranty company saying they are rejecting the claim as the service was not done.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

I can only think that maybe it is because I purchased the vehicle from private dealer, and everyone around me is saying I should sell it but I don't know how other owner can survive from the main dealer if this is what I have to go through already.....

It all started with ad blue signal ( the emission pipe was all black it only takes an expert few mins to tell yet it takes dealer more than 5 months Feb 2022-Jul 2022 to fix, there was a first garage that we been in April 2021 and August 2021 who simply just used computer to restart and then same problem came back again).

When I requested service done at the main dealer that fixed ad blue signal, I worried so bad that they will miss it hense I have called, went in person and emailed so many times. I honestly don't know what else I can do now that they said to customer care agent they did the service but cant produce service receipt.

It feels like my vehicle is quite cursed...
GiveMeABreak wrote: 24 May 2023, 19:02 Well from the first post, the Op says the vehicle has done 39K miles. So from this, I can only assume that the second service has been missed.
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Re: HELPPPPPPP, citroen extended warranty team rejected our claim

Post by yingxue2022 »

The dealer who I purchased the vehilcle told me that it was serviced and the record is with stellantis and You system.

The first trip I been to main dealer about the ad blue signal problem, we have paid out large few hundred pounds for things that wasn't even the main issue. then next one again they simply didnt even check. Then in Febuary 2022 we got in touch with the 2nd franchiser and after painful 5 months it finally got fixed. But then I am left with an engine cut off, report suggest timing belt snapped that is likely to be caused by lack of service which was the one that I had requested June 2022.

First warranty team agent told me if the receipt can be provided then they will likely authorise, customer care agent also told me there is nothing wrong I have done and he will help to sort out and get warranty team to authorise. As for the main dealer, they simply told me that I have caused delay and they need to do business (which they are getting money any way so I don;t understand why it has been so difficult for me with this vehicle since first day. Stellantis and You general manager is also asking me to pay 25pounds per day charge after everything I have to go through...

It is not just the 20% repair cost but also the consequeses I have to take up. The warranty company is saying that I can 'possibly' get extended warranty again, but poor service history will definitely affect future claim ( so that is why I still want to get service receipts from main dealer for future refernce but I know they will not be able to.

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GiveMeABreak wrote: 24 May 2023, 19:02 Well from the first post, the Op says the vehicle has done 39K miles. So from this, I can only assume that the second service has been missed.
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