I Paid $3,500 for a Warranty That Was Never Logged
I generally avoid leaving negative reviews and initially chose not to leave a review at all despite being asked to do so by Cavalo Prestige.
Unfortunately, my experience ultimately fell well short of what I expected from a prestige dealership.
While I had some concerns regarding communication, transparency and follow-through during the purchase process, the most serious issue related to a $3,500 extended warranty sold as part of my vehicle purchase.
Despite multiple requests, I never received a policy certificate, policy number, Product Disclosure Statement or policy terms and conditions. I spent approximately 10 months believing my vehicle was protected by an extended warranty product.
After repeated enquiries and more than three weeks of follow-up and escalation, I was eventually advised in writing that the warranty had never been logged with the provider.
As a customer, this was extremely concerning. Not only had I paid for the product, I had also spent a considerable period believing I had warranty cover in place.
To Cavalo's credit, senior management ultimately acknowledged that the handling of the matter fell below their expected standard, apologised, and provided a full refund of the $3,500 warranty premium.
However, the issue required significant effort to resolve, involved lengthy periods without meaningful communication, and I was never provided with a clear explanation as to how the situation occurred in the first place.
The warranty issue ultimately felt less like an isolated mistake and more like the culmination of a number of disappointing experiences throughout my dealings with the dealership.
While I appreciate the refund and acknowledgement, the overall experience significantly reduced my confidence in Cavalo Prestige and is not one I would wish to repeat.
