Guidance for Border Cars Customers
- Are you a Border Cars customer?
- Did you purchase an extended warranty or service plan?
- Do you have unanswered questions?
Since they ceased trading, we have received a lot of service and parts enquiries from previous Border Cars customers, who are understandably concerned about what to do if they have any issues.
Here is a list of frequent questions and the guidance that our experienced sales and service team have offered:
1. My vehicle was new when I bought it from a franchise dealership that has ceased trading. Is my warranty still valid?
If the car is still under manufacturer's warranty any franchise can take your vehicle in to carry out warranty work. The manufacturer - not the franchisee - is responsible for the warranty work on the vehicle.
It may be inconvenient if you have to travel further than expected and the dealership may be reluctant to take the vehicle in, but be persistent and it should pay off!
2. I purchased an extended warranty on my vehicle - can I still claim on it?
Many extended warranties are provided and administered by third parties and are typically not affected by a franchise ceasing trading.
The warranty is typically able to be used at any VAT registered garage. However, we advise that you phone the warranty company to check this, as each company's terms and conditions vary.
Typical warranty process
a) Contact the warranty company and ask for clarification on procedure
b) Contact a repair garage (VAT registered) to book the vehicle in for diagnosis of fault, notifying them that you have an extended warranty
c) Take the vehicle to the repair garage for a diagnosis - you will be expected to pay for this, but you may be reimbursed if the claim is later approved
d) The diagnostic report is then sent to the warranty company - you may need to send it if the garage does not offer this service
e) The warranty company will approve or dismiss the claim
f) If the claim is authorised by the warranty company, the garage will then usually book you in to proceed (or the warranty company will inform you if you are communicating directly with them)
g) If the claim is rejected by the warranty company, they or the garage will typically notify you of the reason
h) The garage is likely to give you an estimate of cost to repair the vehicle
3. I purchased a service plan with a garage that has ceased trading but I still have time left on my plan - is it still valid?
This is a tricky one!
If it was a service plan with the dealer franchise direct - not a third party or manufacturer - your plan may now be terminated and getting a return on the money spent or service work to be done under the plan may be incredibly hard, if not impossible. We suggest that you check your paperwork to be certain. We have heard cases where people have contacted the head offices of car manufacturers in the UK and, as a gesture of goodwill, they have been helped out but this is quite rare.
Service plan was paid for by credit card:
Contact your card provider to explain the situation and you MAY be entitled to some form of cash back or refund. They will advise whether you are able to submit a “section 75 claim” for goods or services over £100. For further information, click here.
Service plan was paid for by a debit card:
Contact your card provider to explain the situation and ask for a “chargeback”. Most bank staff are not aware of this so you may need to ask for a manager. Chargeback isn't a legal protection, is time-limited and card companies offer it at their own discretion but it's worth a call to see if you are protected. You can find further details here.
If you need further guidance, please call Citizens Advice on 03444 111 444 or follow this link for alternative ways to get in touch with your local team here.
Good luck.
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Border City Autos
01228 599999