TMO - The Motoring Organisation Anmeldelser 366

Svar fra TMO - The Motoring Organisation

19. nov. 2025

Hi Darren,

We’re sorry to read this, although we can’t find any products registered under the name provided. We’ve attempted to contact you through Trustpilot’s verification tools so we can investigate properly, but we haven’t received any response. Without your details, we’re unable to verify that you’re a customer or look into the specifics of your claim.

To address the point more broadly for the benefit of other customers, when assessing any claim, we rely entirely on the evidence provided by the inspecting repairer. We don’t create reasons to decline claims, nor do we second guess the garage’s findings. If a garage reports that a part has failed due to external debris or damage, we are required to base our decision on that evidence - we cannot override or invent alternative diagnostics.

Radiators can fail for a number of reasons, including external impact or blockage, which are not covered under any warranty policy from any provider, not just ourselves. If the core had simply failed due to a covered mechanical fault, we would have expected that to be clearly stated in the engineer’s assessment. If a discrepancy exists between what you believe happened and what the garage reported to us, we are always willing to review additional evidence, images, or a revised diagnosis from the repairer.

We pride ourselves on honouring claims fairly and in line with the terms provided at the point of sale, and we work closely with customers and garages to make sure issues are resolved wherever possible.

We’re more than happy to review the evidence again, we just need your details to do so.

TMO

Svar fra TMO - The Motoring Organisation

Oppdatert: 17. nov. 2025

Dear Ms Sweatman,

Thank you for your follow-up comments.

We must respectfully disagree with your description of events and allegations of dishonesty or fraud, which are wholly unfounded. Your claim was reviewed in full accordance with the warranty terms and supported by the independent diagnostic findings from Vauxhall.

Vauxhall's own findings confirmed that the diesel particulate filter (DPF) had become blocked due to gradual soot and carbon build-up over time. This type of deterioration is specifically excluded from warranty cover across the motor industry, including under your plan.

We did liaise directly with you on multiple occasions throughout your claim, from initial contact and diagnostic authorisation to explaining the outcome once the report was received. Our notes confirm each conversation.

The written terms and full documents, which include DPF coverage exclusions, were issued to you digitally following purchase. These terms are what every claim must be assessed against, regardless of what may have been said verbally by a salesperson.

You’ve mentioned that our replies to reviews “make us look worse.” To be clear, we don't respond to make us look better, we only respond to ensure that other customers reading these reviews have the full factual context. Not to “clear things up” but to correct inaccuracies that some customers choose to write and to avoid misunderstandings.

TMO

Svar fra TMO - The Motoring Organisation

19. nov. 2025

Hi Simon,

We’re really disappointed to read this, especially as we can’t find any record of you as a customer.

We’ve attempted to contact you several times through Trustpilot’s verification and messaging tools so we can investigate your concerns properly, but we haven’t received any response.

We pride ourselves on being transparent with our terms and explaining them clearly at the point of sale. We never dismiss genuine faults as “wear and tear” without thorough assessment, and when customers do reach out, we always work with them to find a fair and reasonable resolution.

If you are a genuine customer, please get in touch with our team directly so we can look into this for you. Without your details, we’re unable to verify your experience or provide any further help.

TMO

Svar fra TMO - The Motoring Organisation

Oppdatert: 10. okt. 2025

Thank you for your feedback, Mr Waller, but we’re sorry to hear of your disappointment.

To clarify for others reading, we clearly set out the labour rate we cover when choosing your own repairer. When using one of our approved repairers, we pay the full cost of labour directly with no shortfall. In this case, you chose to proceed with your own repairer against our advice, which is of course your choice, but this meant their higher hourly rate created a shortfall outside of your cover.

We did authorise the repair contribution in line with your policy and confirmed this with you. Unfortunately, under the 'What is not Covered', specifically "seat
belt and air bag systems" are excluded, as they are under all similar warranty products, which is why those costs couldn’t be covered.

We always try to be as transparent as possible, and many of our customers find real peace of mind from the protection provided. We’re pleased you found our team pleasant to deal with, and we wish you safe and trouble-free motoring in the future.

TMO

Svar fra TMO - The Motoring Organisation

Oppdatert: 2. sep. 2025

Dear Ahmed,

We are always disappointed to receive a review like this, particularly from someone who has been a customer for over 5 years. However, it’s important to set the record straight for anyone reading:

1. You have downloaded and read your plan documents, and you’ve confirmed to us that you were aware of what is and isn’t covered.

2. Headlight modules are not covered under your plan. This isn’t something we “decided” because of cost – it is simply not a listed component, as made clear in your documents. No warranty provider covers every single part of a vehicle.

3. We are fully transparent about what our warranties include and exclude. Every customer receives their full terms before purchase and has ongoing access to them at any time.

We appreciate that a declined claim can be frustrating, but suggesting we mislead customers is unfair and inaccurate. Thousands of customers have had successful claims with us because their repairs were covered under the plan they chose. We would never decline a claim because it is "expensive" or consists of "expensive parts".

We remain committed to treating every customer fairly and honouring every valid claim within the terms of cover.

TMO

Svar fra TMO - The Motoring Organisation

21. juli 2025

Dear Mark,

We’re unable to identify you from this review, but the experience you’ve described doesn’t reflect how we operate. We never confirm cover without first reviewing a diagnosis or clear fault report from a garage; this is a vital part of our process.

In fact, we regularly advise customers to get a diagnosis early so they don’t miss out on anything that is covered. If a claim is declined, it's because the issue unfortunately falls outside the scope of the warranty terms — something we're always upfront about once we’ve reviewed the facts.

It’s very unlikely that you were told to proceed without this being made clear, as that would go against our standard procedures, but please feel free to contact us directly so we're able to investigate this for you.

Kind regards,
TMO

Svar fra TMO - The Motoring Organisation

Oppdatert: 9. juli 2025

Dear Paul,

We're sorry you're unhappy, but we’d like to clarify the facts around your claim. Despite multiple conversations, your claim has never been declined. We’ve consistently asked for standard information — confirmation of what has failed, and images or evidence from the repairer to show this — but none has been provided.

Your policy does cover clutch components, provided they’ve failed suddenly. However, in this case:

1. Your vehicle is outside the standard limits for wear and tear cover.

2. The vehicle wasn’t even with the repairer, making it impossible for anyone to properly inspect or confirm the cause of failure.

3. No dismantling was done, and we were never given evidence of what had actually failed or why — which is a basic requirement for any warranty claim.

Suggesting we’re stalling to avoid a payout simply isn’t accurate. The repair could not proceed because it lacked the most basic standard of proof required under any warranty. As soon as the failure is evidenced and aligns with policy terms, we’re always happy to support.

We remain available to help if you'd like to progress the claim properly.

Kind regards,
The Motoring Organisation