Questions of Cash: Paying a high price for purchasing a 'select approved' car warranty
Friday 28 March 2014
Q. I bought a Citroen last September from an approved dealer, which came with a Citroen warranty. A few days ago the car had to go into the dealer's service centre because water was entering the back of the car. The boot was filling with water and the carpets were saturated. I requested a repair and made it clear to the dealer before the car went into the garage I should not be charged.
I believe under the Sale of Goods Act, the supplier of the car has to prove the fault was not present when I purchased the car. Indeed, when I bought it, the dealer refused to negotiate on price because of the comprehensive warranty that came with it. Yet when I collected the car I had to pay £84 for an investigation of the fault. I was told only the repair was covered by the warranty. I complained to Citroen and the dealer. Citroen says it was told by the dealer I am happy with the situation, while the dealer refused to repay the charge, merely offering a discount on future work. I have no wish to use them again! KC, by email.
A. Citroen apologises, saying: "The dealership made a genuine error by charging this customer the diagnosis fee. The dealership member of staff appears to have made the mistake because there are two extended warranties available: 1 Citroen Extended Warranty; 2 Citroen Select Approved Warranty. With the Citroen Extended Warranty, diagnosis is chargeable to the customer. However, with the Citroen Select Approved Warranty the diagnosis fee is not chargeable as it is included in the warranty cover. We can confirm [the reader] has a Citroen Select Approved Warranty and should not have been charged for the diagnosis work." You have now been refunded £84. Also, as a gesture of goodwill, your car will be given a free service in the future.
Holiday deposit lost because ill health was not revealed
Q. Last September I booked a holiday with Swan Hellenic as a treat for my wife who is incurably ill. But when I told her, she said she did not feel well enough to go. She rang to cancel the holiday. When Swan Hellenic rang back, we were told it was impossible to refund the £777 deposit. Instead, we were offered a transfer of the deposit to another booking, but due to my wife's health that is not possible. I wrote to complain, but was told the decision was in line with company policy. UN, by email.
A. Your wife felt too embarrassed by the situation to explain her ill health when making the phone cancellation. Instead she told the call centre she had been invited by her son to visit him in the United States. Now the situation has been fully explained to Swan Hellenic, it has repaid your deposit. A spokeswoman says: "After further discussions with [the reader and his wife] the situation has been positively resolved".
A change of flight to new airport sent cost of holiday soaring
Q. Along with another family, we booked a two week holiday in Cuba with Thomas Cook. This was supposed to leave from Gatwick in April. We chose and booked this holiday a year in advance because it fitted our requirements and we had found it difficult to locate a holiday leaving from the London area to the area of Cuba we wished to visit. Last July, the lead passenger received a call from Thomas Cook telling her the flight from Gatwick was cancelled and the holiday was now leaving from Manchester. If we wanted to proceed it would cost us an extra £460. If we wanted to cancel then we could get a full refund. Cancellation was not practical as we had arranged time off work. We agreed to go ahead but said we would complain, which we were told was not possible until after the holiday. As well as the extra charge we have to pay extra for petrol, parking, hotel rooms in Manchester and more time off work. Thomas Cook has not apologised or offered compensation. KL, Essex.
A. Thomas Cook has apologised – but still rejects your request for compensation. A spokesman says: "In July 2013, Thomas Cook confirmed it would cease to operate flights from London Gatwick to Cuba from 10 March 2014. All customers with bookings for flights after this date were contacted at the earliest opportunity, and offered a cancellation with full reimbursement or the option to change their booking to an alternative holiday, with any difference in price reimbursed if the cost was lower, or incurred if the cost was higher. We would like to apologise to the [reader's] party, as it is never our intention to disappoint our customers. When changes are made to our holiday offering, our priority is to ensure our customers are advised well in advance of their travel dates." The spokesman adds according to its records it received no correspondence for nine months after the booking was confirmed.
Questions of cash cannot give individual advice. But we'll do our best to help if you have a financial dilemma. Email us at: email@example.com
- 1 Cara Delevigne addresses awkward interview on Good Day Sacramento
- 2 Model's video shoot on the beach interrupted by sudden landing of a group of illegal migrants
- 3 The difference between a psychopath and a sociopath
- 4 MH370: Boeing 777 wing that could match missing plane found on the French island of Reunion
- 5 Living in Spain and commuting to London 'cheaper than actually working in London'
Yvette Cooper: Our choice is years of Tory rule under Jeremy Corbyn – or a return to a Labour government
Labour leadership contender Jeremy Corbyn says 'we can learn a great deal from Karl Marx'
I am the Jeremy Corbyn supporter that many will tell you doesn't exist
Public anger after French sunbather beaten up by gang for wearing a bikini in Reims park
Labour leadership: New poll shows party is now even 'less electable' than under Ed Miliband
Calais crisis: For desperate migrants it is 'England or death' as they brave dogs, riot police and speeding trains
iJobs Money & Business
£800 per day: Ashdown Group: A highly successful, global financial services co...
£20000 - £25000 per annum + competitive: SThree: SThree are a global FTSE 250...
£45 - £55k DOE: Guru Careers: A Financial Controller is required to join a suc...
£12500 - £20000 per annum: Recruitment Genius: Scotland's leading life insuran...
Day In a Page
Set sail for this four-bedroom farmhouse in Cowes. With five acres of land and an indoor pool, this home oozes character. There is even potential to let a one-bedroom annexe.
With five bedrooms, this spacious home offers beautiful gardens and modern interiors - set within the popular market town of Bingley.
A few miles from the seaside at Perranporth, this four-bedroom farmhouse sits amongst nine acres of idyllic grounds - including a lake and two barns used as holiday lets.
In the pretty market town of Bungay, this grade II-listed Mill House is arranged over four floors, offering four bedrooms and three reception areas.
This first-floor flat comes with two bedrooms, an impressive open-plan reception room and two lovely roof terraces.
This five-bedroom home comes with a range of outbuildings including a large barn which could be converted into a self-contained granny-flat or rental.
Moored at Taggs Island and reached via a pretty garden, this two-bedroom houseboat has a vaulted reception room and skylit garden studio - currently a beauty salon.
On the edge of the city, this six-bedroom home comes with an outdoor swimming pool and a large garage block that has annexe potential.
A contemporary house spread over three storeys, this three-bedroom detached home has large sliding doors that open out to the River Quaggy.
Moored in Chelsea's Cheyne Walk, this houseboat offers two double bedrooms and a teak deck that's ideal for al-fresco dining.
This former village bakery, dating back to the 17th century, is now a three-bedroom detached home just a few miles from the East Sussex coast.
On the picturesque Isle of Man, this four-bedroom character home has a ground-floor shop that's currently run as a newsagents and a flat that would make an ideal holiday let.
In a new collection of flats, this first-floor two-bedroom apartment offers ample entertaining space and a prime view of Furze Green from a private balcony.
This three-bedroom stone-built cottage currently trades as the village store with a restaurant in the annexe and family accommodation on the upper floors.
Previously two semi-detached properties, this five-bedroom home is spread over three floors with a large breakfast kitchen, orangery, office and gym on the second floor.
This five-bedroom home enjoys countryside views over the Blyth estuary to Southwold, offering flexible living space with a ground-floor annexe - ideal for use as a holiday let.
Close to the market town of Eye, this four-bedroom detached home offers a double-height living room which takes the place of the original, 19th-century, chapel nave.
Dating back to the 19th century, this four-bedroom home needs modernising. Spanning three storeys, the red-brick house has a fireplace, a small terrace and a cellar.
Just outside of Cambridge, this single-storey home offers three double bedrooms, a living room with vaulted timber ceiling and ladder steps that lead to a mezzanine study area.
This six-bedroom Georgian home is on three floors with open fireplaces, a two oven Aga, an annexe, and cottage gardens with outbuildings and a car barn.
A former coach house, Glebe Farm Stable is now a three-bedroom cottage with a double car barn, an attached office, kennels and an outbuilding that's currently used as a gym.
Located beside an impressive Victorian viaduct, this four-bedroom home has an open-plan living area that is glazed on two sides, with skylights and high ceilings.
A former furniture workshop, this three-bedroom home has high ceilings and painted brick walls, in a village setting only fifteen miles from the coast.
This five-bedroom stone townhouse features a pine staircase and an Inglenuk fireplace, double doors from the lounge give access to an enclosed courtyard.
This five-bedroom, detached home blends traditional and modern design; the sleek kitchen features a gas hob and oven set within an exposed chimney breast.
Capitalise on the fabulous views of Trevone Bay by taking two homes and creating one spacious boutique B&B. Just a cliff-top walk from Padstow.
Surrounded by woodland, this five-bedroom manor house has plenty of outdoor storage space in the form of three converted loose boxes, two smaller outhouses and a woodstore.
This six-bedroom home is set amongst three acres of grounds. Currently a large family home, Clift Hill has potential to make a B&B or countryside retreat, subject to change of use permissions.
This Grade II-listed three-bedroom home is situated on a private road, just a short walk from the sandy beaches of Frinton-on-Sea.
Less than five miles from Malmesbury, this four-bedroom cottage comes with equestrian facilities and gardens that extend to approximately three acres.
Spanning three storeys, this late-Victorian five-bedroom farmhouse is a spacious family home with a modern interior and B&B potential.
With an original church arch, this triplex one-bedroom church conversion has a light, spacious, feel and comes with a secure off-street parking space.
This recently-refurbished three-bedroom home has bi-folding doors that lead out to a decked seating area - ideal for alfresco dining this summer.
Well-located for coastal walks and popular restaurants, this detached four-bedroom home offers views over farmland, to the Solent, the Purbecks and Bournemouth.
If you love high ceilings, school conversions like this one are bang on the money. This two-bedroom flat is minutes from Burgess Park and the foodie haven at Borough Market.
Set within a church conversion in Bermondsey, this two-bedroom maisonette combines existing features, such as original arches and brickwork, with a contemporary finish.
This four-bedroom Edwardian home offers a combination of original features and contemporary design after a renovation by the current owners.
This four-bedroom home offers a vaulted ceiling in a breakfast room that's ideal for summer entertaining with doors that open to the patio and garden.
On the market for the first time in more than 50 years, this six-bedroom home is a project with vast potential - spread over three floors of living space.
Surrounded by rolling countryside, this four-bedroom barn conversion comes with a self-contained, one-bedroom annexe that could serve as an office or a holiday let.
Located near Harrogate town centre, this five-bedroom Victorian terrace is arranged over three storeys while a current study serves as an optional sixth bedroom.
A ground-floor flat in a country house, located a mile from Sway; this two-bedroom home would make an ideal weekend retreat on the edge of the New Forest.
On a popular residential lane in Caterham on the Hill, this four-bedroom family home offers a secluded garden and a convenient location for local schools and public transport.
Just a short walk from Westerham green, this three-bedroom cottage has a light kitchen with exposed brickwork and double doors that lead to a south-facing garden.
In a prime spot opposite the River Thames, this one-bedroom flat has an 18sq ft reception room with glass doors that open out to a private terrace.
Set in the hills above Llanwrda Village, west Wales, this 18th-century three-bedroom farmhouse has holiday-let potential from a separate barn conversion and annexe.
This charming end-of-terrace townhouse is arranged over three floors, with two double bedrooms and a private courtyard garden located at the rear of the property.
Located in the University area, this semi-detached five-bedroom home is arranged over three floors - there's even a rear garden and off-road parking too.
Only a few minutes' drive from the charming town of Marlow, this two-bedroom home sits on the private riverside estate of Harleyford.
This detached four-bedroom home in Middleyard is arranged over two floors, with features that include a wood-burning stove and bespoke oak staircase.