TMO - The Motoring Organisation Reviews 430

I spoke to Luke on the phone regarding an issue I had with my car's cooling system. Whilst resolving the issue, he and his colleague Laura went he extra mile in extending my policy cover as some aspects were covered by the manufacturing warranty. Exceptional customer service!

Advisor was polite, knowledgeable and able to explain clearly and simply what the policy woukd provide.

Great service thank you

I spoke with James,he was very helpful,I get a very good offer,just what I was looking for,great service,fully recommend.

Honest and clear explanation of the products and never any pressure to buy

James was very professional and well good mannerd very good with me well done

I bought a used Mokka EV from Premier Car Supermarket, who convinced me to extend my 3-month warranty to 2 years for £550, a considerable sum to me. I was advised everything was covered, except the EV battery itself, as this was covered by Vauxhall. It wasn't long before a claim was made (and refused) for a 'control arm'. This was done via the local Vauxhall garage. The claim was refused as it was deemed I could have caused the failure by driving over a pothole!
Shortly after, another claim was submitted as the car needed a shock absorber, and again the claim was refused as it was suggested I had caused the failure by driving over a pothole.
I realised at this stage that this policy was useless. I had the car for less than 3 months, and it had already cost me over a THOUSAND POUNDS in repairs. The car was sold recently, and I wrote to TMO requesting a pro-rata refund on the basis that no successful claims had been made on the policy and I no longer owned the vehicle. A pro-rata refund at this stage would be for 12 months.
This has also been declined, and I have been referred back to the supplying garage, which has yet to acknowledge my request.
Don't get me wrong, TMO are very polite when they say no! I have seen the glowing reviews; this review, however, is very genuine and shows my experience with TMO. An expensive ordeal.

James was great, very helpfull, the way he explained things made it very easy to understand. Thanks.

I own a 2009 Honda Jazz that had the A/C fail around a month ago. Luckily, it was still under warranty by TMO and the entire claims process was a breeze. They were very quick to sort my claim out and a massive shout out to Luke who went above and beyond in making sure my claim was approved. Each time I called they would pick up pretty much instantly and it's such a relief to speak to a human (shout out again to Luke and the entire team) instead of an AI bot. Honestly, without his and their help I think I would've had to pay for the repair out of my own pocket. I cannot recommend TMO and Luke enough!

Rachel looked after me from start to finish, ensuring a smooth experience throughout.

Exercised professional curiosity with great strength, not over promising, but clearly supportive and reassuring.

My fault was covered and Rachel went above and beyond to liaise with the he garage to ensure all requirements were fulfilled.

Great service all round.

Highly recommend TMO warranty services

Charlotte was very professional and got us sorted on our warranty in minutes

Clear information, no pressure, particularly happy to have the oportunity to read through the quotes before making a decision.

Excellent customer service, very helpful

Rachel went above and beyond to get to the bottom of my enquiry/issue. Not only did she save my bank account she also saved my worries.

Customer service was brilliant 5* - a credit to your team!!

Also a mention to the lady ( trainee ) who put me through to the relevant department and also wanted to help sort out my enquiry/issue

The customer service is amazing with Becca , Charlotte and Rachel. The whole process is very quick, simple and organised.

AVOID this company. Terrible experience from start to finish. Gross negligence and zero accountability.

I was explicitly instructed by their team to travel to their nominated repairer because an independent engineer was scheduled to inspect my vehicle. I arranged my entire work schedule around this appointment, only to discover upon arrival that the engineer was a no-show. The reason? Their own staff later admitted that they had simply FORGOTTEN to raise the inspection request with the engineer. What makes this gross negligence EVEN WORSE is that nobody bothered to inform me, let alone apologize.

Then, the formal complaint handling has been an absolute joke. I have repeatedly been given false promises, both in writing and over the phone, I was assured in writing that a final response would be issued within the working week. I received nothing. I called to follow up, and they promised that a response would be sent "by the end of the day." Again, absolutely nothing arrived.

My complaint process has now been ongoing for 11 WEEKS - NO RESPONSE, well past the statutory deadline. They are intentionally employing a strategy of avoidance and delays, leaving me with no updates despite my continuous emails and calls.

This company shows zero respect for its customers' time, breaks its own written and verbal commitments, and handles valid claims in total bad faith. Save yourself the stress and AVOID THEM AT ALL COSTS.

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UPDATE

It is fascinating to see how quickly you can respond when a complaint is made in a public forum. If you had shown this level of speed and urgency during the actual 11 weeks of my claim, much of the inconvenience, delay, and frustration I experienced could have been avoided. Using a public platform for a PR exercise while ignoring a customer privately for nearly three months speaks volumes about your company’s priorities.

I do not agree that the claim outcome has been adequately justified. The independent engineer officially confirmed a "sudden failure" of the AdBlue injector, yet significant elements of the claim were rejected on the basis that causation could not be determined, rather than being positively shown to fall outside the scope of cover.

You state that you "remain willing to discuss the matter further." My question to you is simple: Should I discuss this with you here on Trustpilot, or will I have to wait another 11 weeks for a private response?

Just very easy to deal with and communication excellent.

Karen who I dealt with was very good. Found me the cover i needed.

Rachael was very very helpful sorting my warranty claim Superb

James was great at helping me renew my aftercare, he was clear and insightful on everything and was open to any questions, it was relatively quick and easy over the phone and he gave me a few different options of aftercare to choose from explaining them all in detail, everyone at the TMO have been extremely helpful, wether on a claim I’ve done or for this instance, renewing my aftercare. Would highly recommend.