Administrator EMaC has made only a partial repayment, while former Lookers dealership is under new owner Lightcliffe
In May 2010 my husband bought me a new Honda Civic from our local Honda dealership which, back then, was called Lookers.
It later emerged that the purchase price had included a service plan that offered free servicing for three years. However, before I knew this, I was sold a separate service plan by the dealership's staff for £27 a month by direct debit. The money went to the firm that administers the plan, EMaC.
Since May 2012 I have been trying to get a refund on the policy as I clearly don't need two service plans, and have been paying for something I was never going to claim on.
I have made repeated trips to the dealership. Each time the service manager told me that I should keep up the payments because I would not be reimbursed in full if I cancelled. I have paid over £800 and, so far, EMaC has only repaid me £220. I keep being reassured that a repayment will be made but nothing happens. Can you help? SH, Southport
This was a straightforward case of mis-selling by someone who may, or may not, have known that you already had a service plan in place. However, it was also complicated by the fact that the dealership has changed hands since you bought the car and the staff involved have changed.
When we raised your case with EMaC, and then the dealership – which is now called Lightcliffe – they did move with commendable pace to correct the matter.
The dealership has contacted you and arranged for the £600 that it says you were still owed to be paid directly into your bank account. This was long overdue, and you now feel you can consider buying Honda again.
Other readers buying new cars should take a long look at these service plans before they sign up. Quite often car manufacturers will throw in free servicing as part of the sale, and it's worth asking about it during the sales process. Standalone service plans are probably more expensive than buying a service each year.
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