Motorway Direct Plc Reviews 

Takes ages for someone to answer the phone, if they answer at all!!!

Having bought a car 11 months ago from a dealer I have had to put a claim in on my motorway direct / AA warranty for the turbocharger as it has failed, I phoned the AA and they recommended that I use one of their trusted garages and so I did, I paid for the vehicle to be recovered to them and the following morning halford garage called me and said the turbocharger has failed, they then phoned the AA and said what the problem was and the reply from the AA is that they think it’s lack of service, baring in mind the car isn’t due a service for 400 miles! The service history is also computerised so it can’t be tampered with, After speaking to various mechanics and also the mechanic team at Halfords they have all said the same thing.’you can’t service a turbo and it has just failed’ so the AA arrange for a 3rd party assessment to be carried out and the result was unclear, now they want me to agree to letting them have someone take the turbo apart and diagnose the problem, (pointless) but also say that if it comes back and it’s down to misuse or lack of service then I will be footing the bill! I am so stressed out with the whole situation, I thought that if I buy a car for £11500 with a 12 month warranty that covers everything that I would be fine but boy how wrong was I, the staff are all working off a script and are so unhelpful, managers don’t exist so there’s no point in asking, and most of them are patronising,rude and only want one outcome, to make sure the AA or motorway direct get out of paying for any repairs, I strongly advise anyone looking to buy a car not to buy one with a warranty from this company and I will definitely be staying well clear of them! The most stressful 3 weeks of my life dealing with these stupid people! Been without a vehicle for 3 weeks and counting and when asked if they could help with a courtesy car the response is .... yes mr Davies, you will have to pay for the first day and then we will cover you for up to 7 days after that but if the labour to fix the car is less than 8 hours we don’t contribute at all. That to me says it all! A mechanic could take a whole car apart and reassemble it in that time frame!!! What an absolute joke of a company! Let’s see what court says!

Excellent service and hassle free especially when my car broke down in another country. Took the stress out of the repair.

My claim dealt with promptly and efficiently. All staff were engaging, courteous and knowledgeable; a pleasure to deal with them all.

Do not take out AA Warranty or maybe I should say motorway direct warranty!!!. I made the mistake of doing this.
Basically My vehicle is under warranty by AA which I had bought when I purchased my car.
My car broke down in the first week of January 2019 therefore I contacted the warranty claims department and gave them all the necessary details and was reassured that it would be covered under warranty. They told me to take my car to an approved garage in slough, however that garage was permanently closed.
Then I was told to take my car to another approved garage halfords auto centre in slough. After my car was there for one day I received a call saying they are unable to connect to the ECU of my car. Then I was advised to take it to another approved garage in hayes. I was advised by the mechanic in hayes that he would not be able to even check if it's the ECU and he then told me to take it to a Vauxhall main dealer. I then contacted AA warranty, the advisor told me to take it to advanced Vauxhall in slough.
We towed the vehicle there, paid £384 for diagnostic checks but still no one could repair the car. Again, I contacted AA warranty and the advisor said take it to hayes autos an approved garage, the same garage that even refused to check the ECU. The vehicle was taken there and they had the ECU checked independently and their report showed that the ECU was fine!!
I was then told by them that the car has to be towed back to Vauxhall garage in slough for a software code. So on 13th March my car was towed back to them.
Now after doing their diagnostic checks again they are still saying they need to change the ECU. So we are back to square one. The car has been going back and forth since January which is very frustrating.
I would like to complain about the service I have received from AA warranty and its approved garages.
I have made hundreds of phone calls spoke to so many advisers and always requested to get an update at least. I regret to say I have never had any updates whatsoever even after being promised phone calls. This is by each and every advisor I have spoken to so it's not that there is a few people who lack the ability to handle customers in the correct way. Surely, they should not give false messages to customers saying yes we will update you.
I feel this is un acceptable way of dealing with customers. I have had to chase around all these garages and AA warranty which I shouldn't have to do at all. I have been without my car since January and the car hasn't even begun to get repaired. I've never heard of anything like this in the UK. I never thought that making a claim under a warranty which I have paid for would be this complicating and this slow. Nearly 4 months since I put in my claim and I haven't got my car back. This company is very quick to get you to buy their warranty but so slow in providing services. Beware of this unprofessional and useless company.

Prompt payment and handled professionally

I believe I was misold the warranty on my car as they tell you its AA Gold Warranty when in fact it isn’t. My car has now been in the garage for about 6 weeks and they don’t issue you with a courtesy car. I was told that I must keep the services up to date which I have done. However my MOT had lapsed they told me this wouldn’t be an issue (recorded by them on a telephone conversation). Now they’re telling me that they won’t process the claim even though they’ve sent an independent company to view the car to confirm what’s wrong with the garage. Why do that if you knew it didn’t have an MOT and weren’t taking the claim. What’s wrong with the car is nothing to do with a lapsed MOT.
Advisors constantly say throughout the call, I just need to speak to a colleague, when asked what about they don’t tell you, which I found to be very suspicious. Constantly told I was going to get a call back and never did so I had to keep chasing them.
DO NOT TAKE OUT AA GOLD INSURANCE ITS NOT AA ITS MOTORWAYS DIRECT PLC. SUCH A SCAM!!!

Literally could not of asked more from the service provided, from the initial request to the delivery of my repaired car, everything was pure quality. Establishing a suitable engineer was the most trouble, but once found good communication and helpful advice was offered at all times.
Thanks for making a stressful situation much easier.

Got the warranty as part of the deal when I bought my car. Within 4 weeks the engine light came on and the car was misfiring. I emailed WMD and waiting for them to contact me how to proceed to repair the car. 10 days passed and nothing. When you call them you have to wait and wait and they do advice you that you can use their online services!
I fixed the car at my local garage at my own expense. He was astonished how they could fit wrong type of spark plugs on the car. They were damaged and needed to be removed with difficulty and be replaced. The car had 99 point check with AA and passed!!
After 10 days I got a call from WMD which then informed me that type of work is not covered.
I was not surprised as I had warranty with other providers and they were the same.
Any excuse not to honour their promise. when they sell you the warranty, they don’t tell you about the small print which has to be read with magnifying glass.
My advice: if a dealer offers their own warranty, get it but if its through third party, forget it. Do not pay extra for the warranty. There is no peace of mind, your claim will end up being rejected.
Unfortunately, this issue is not limited to this company.
Its about time that the office of fair trading look into their practice.

I found the staff extremely polite and helpful my hearing is not the best both the representatives I dealt with were very patient and understanding thank you

My car suffered a sudden mechanical breakdown on the motorway with smoke pouring from the engine bay. I rang these guys to make a claim.

Their exact rejection response was this:

"Breakdown means the sudden and unforeseen failure of a component arising from any permanent mechanical or electrical defect, (for a reason other than the wear and tear, normal deterioration or negligence) before normal operation can resumed.

Your repairer advised us that the Inlet Manifold and EGR Cooler failed as a result of carbon build-up, this diagnosis was supported with photographs of the components. As carbon build-up would have occurred over a period of time, the cause of failure cannot be considered as a sudden mechanical breakdown, as defined, as such, the policy has no liability for this claim."

The total repair bill was £1700. My car was just over 3 years old and fully serviced by the main dealer with all warranty recalls done since new.

My conclusion therefore is, As all cars breakdown due to some form of wear and tear this clause can be applied to all breakdowns of a mechanical nature, therefore renders this company and its warranty product of no little to no value.

First time I've ever had to make a claim, the lady I spoke to was straightforward, patient and made the experience a positive one. Very fast at getting back to confirm my claim and even contacted my garage directly. Superb service.

Good, no hassle prompt service.

First time I've used this servive. The procedure and what to do in the event of a vehicle breakdown is NOT CLEAR at ALL. I incurred additional Main Dealer Costs, since it was not made clear to me that I could have taken my vehicle to any of your nominated garages or a VAT Regusterd Garage. So sad that I had to pay some of the repair bills from my own pocket, due to a lack of clarity. Not fair since my daughter had to pay, who is a Student.

The customer service was great.

Excellent!!!

I am really very happy with the service and swift response.

Do not use!!!

The small print excludes pretty much all usual faults so you are basically giving away £600.

Made out that you’re protecting yourself when buying a vehicle with no warranty left, but it’s just another crappy company taking your money without any real intention to provide the service they sold you.

Exclusions are:

Bodywork, paintwork, wheels and tyres, light units, interior and exterior trim, glass (including mirrors), handles, hinges and fasteners, exhaust systems, diesel particulate filter (DPF) (along with any resultant damage caused to the catalytic converter) wiring, alarms, tracker units, immobilisers, central locking remote control unit, in-car entertainment systems including LCD/television screens, satellite navigation systems, seats, seat belt systems and air bag systems, wiring. Workshop consumables and service/maintenance items which includes, but is not limited to; spark plugs, glow plugs, filters, brake and clutch frictional material, wiper blades and arms, drive belts, pipes and hoses, bulbs batteries and fuses

Took out the warranty for peace of mind but it turned into a nightmare. Had to fight all the way, luckily my garage dealt with them. A decision could have been made in days but it took three weeks and cost me money hiring a car. Totally unexceptable doubly so as my husband is disabled, we need a car for Drs and hospital appointments. They tried everything not to pay out.

Thanks for the reply but we know how hard you tried not to pay out the maximum. First was you wouldn’t pay out if water pump hadn’t been changed when cam belt was. It had. Next you sent an independent assessor because if the water pump had failed a certain way you wouldn’t pay. That was what your agent told me. This took a week overall (another weeks car hire). Delays were down to you not the garage. A garage that has an impeccable reputation. The other fault only came to light when you finally came to an agreement of what you would pay for and the engine could be put back together. Then we had to wait again for your decision.

Been paying warranty cover for over a year, had a suspension arm fail and they wouldn't cover this, the garage in question recommended not to use motorway direct as they rarely pay out and always find a way out of doing so, this company is happy to take your money but aren't so happy paying out on a claim, they will use the 'wear and tear' get out clause everytime. DO NOT USE!!