Autotrust Reviews

Manipulative and dismissive administrator Michael on the phone

My vehicle showed an engine warning light and was taken to Mercedes dealer for diagnosis Nox sensor was diagnosed and the dealer contacted Autotrust as per instruction in warranty booklet on 13 05 22 for authorisation to complete the repair The car was also booked for Mot which will fail without the repair My garage was informed that Autotrust reserves the right to send own parts for the repair which delays the whole process significantly It is unreasonable in my view to delay the repair in light of the MOT due day I have contacted Autotrust today and spoke to administrator called Michael at 16 28 I explained that I am not happy with the service provided and would like to make a complaint Michael did not provide any solution to my situation and I found him to be manipulative and his attitude to be dismissive Michael informed me that Autotrust will provide own parts and I can pay the difference between them He did not even inform me what the difference was He did not offer a solution I felt he was simply trying to fob me off with a comment of the alternative being 6 weeks wait for the response from the complaints team I asked about the courtesy car and he cited the policy saying that it does not cover the period of time when the part needs to be delivered It is unreasonable for Autotrust to insist on repair being completed with their parts when one is available in the garage and decline courtesy car at the same time It is a malicious behaviour considering that my car is due for MOT today and will fail it without this repair It is misleading to say that a courtesy car will be provided but not for the period when the part needs to be delivered when Autotrust chooses to send parts themselves As a result of Autotrust unreasonable behaviour towards me and manipulative attitude of the administrator I will be left without the car as from tomorrow This policy is being misadvertised and missold I am disgusted with the manipulative behaviour of your administrator Michael He called me back at 16 52 and informed me that Autotrust will now pay for the part available at the garage and its for me to contact them and ask them to contact Autotrust again I have contacted Mercedes however they were not able to get back to me yet and the issue caused by Autotrust remains unsolved I found the process of dealing with Autotrust to be unreasonable the attitude of Michael dismissive and manipulative As a direct result of this I will not be able to commute to work as from tomorrow legally with the use of my car and will incur additional costs daily having to source alternative transport

Very bad service them doesn t reply to

Very bad service them doesn t reply to my email waiting months for claim my cosmetic insurance definitely I not recommend if you don t wanna by upset choice different company is so many much much better this company must be close very soon

Do not get any repair insurance with

Do not get any repair insurance with this company They do everything they can to get out of repairing your vehicle Have had insurance for 16 months tried to make a claim for a car that scratched my car in Jan this year and they would not accept the claim Tried to say the damage was perforated even though there is no hole where the damage is and they wouldn t cover it becauase of this Have just tried a claim this weekend on a small dent less than 1 5cm by 1-2mm depth and they said it is too large The policy states 30cm length by 3mm depth for dents Seems like they will just decline claims as they please Avoid at all costs

I have been trying to log a claim for

I have been trying to log a claim for the last 2 days On hold for 46 mins still no one answering the call gave up Tried again 40 mins and still counting Sent 2 emails to complain still no response If this is the standard of trying to log a claim what chance have you got of them processing a claim Worse customer service i have came accross Kevin

Absolutely awful service Avoid at all costs

Absolutely awful service Avoid at all costs They do not reply to any of your emails they say they are going to contact the garage to sort the repair when they don t and you spend an hour on the phone to get through to someone who literally says the same thing as last time yet nothing changes Do not waste your time

TERRIBLE service

TERRIBLE service My car has been taken to a garage by them where it has stayed for the past 2 months Every time a different claim engineer calls and gives false information or no information at all

Awful customer service

Awful customer service Not helpful at all - put on hold multiple times and then hung up on without a call back Very unhelpful company

I regret taking the policy out now

I made one claim on this policy in the past and it was fine They ve now changed their system and made it so difficult I d already spent and hour logging the repairs last week now I m having to do it all again on their new Portal which I can see is going to take me even longer