Problem with garage

PhilI_3

I don't know who to complain to or what my rights are. Just before Christmas my husband reversed my car into our gatepost and the damage was such that we decided to claim on the car insurance.
Garage picked up car having pre-ordered the part they needed and told me the work would take about a week. I rang after a week and was told the car would be ready for delivery in 4 days. After 2 weeks I rang and was told the car would take at least another week. My husband then complained to insurance company who "investigated" and told him car would be ready last Friday. I rang today (Monday) - they've had the car for 21 days now - only to be told that a lock is broken and I may not get my car back for another week. I don't have a loan car and I don't know what my legal rights are. Can anybody help?

dacouch

which insurer is it and did you go to a garage they recommended

PhilI_3

We use Tesco insurance and, yes, the garage is the one they told us to use.

Little_John

Lodge a complaint with your insurance company or broker if you used one that your not happy with the length of time taken for it to be fixed. This should kick them in to action 3 weeks for a minor repair isn't acceptable, especially when the problem is nothing to do with the original fault, I expect that the garage has taken your lock off to repair another car or something.

Then read the policy documentation you have as it will contain all the information you need regarding the complaints procedure.

When the car eventually comes back inspect it throughly, make sure there are no flaws in the new paint dust nibbs, runs in the paint, scratches that were not there before on the other pars of the car as 3 weeks in a workshop could and probably will result in additional damage.

pinkshoes

Lodge a complaint with Tesco Insurance!! 21 days for a minor fault is unacceptable. I would also demand an explanation on why the lock is broken!

And always check the edge of the car doors when getting it back from the garage, as they often park them very close together, thus bashing the doors against things when opening them!! Mine came back with large chips in the paintwork around the door edges!

Have you visited the garage in person? It might help if you go there yourself, and ask to see the car, as well as have someone explain to you face to face why it's taking so long.

Brooker_Dave

PhilI wrote: »

I don't know who to complain to or what my rights are. Just before Christmas my husband reversed my car into our gatepost and the damage was such that we decided to claim on the car insurance.
Garage picked up car having pre-ordered the part they needed and told me the work would take about a week. I rang after a week and was told the car would be ready for delivery in 4 days. After 2 weeks I rang and was told the car would take at least another week. My husband then complained to insurance company who "investigated" and told him car would be ready last Friday. I rang today (Monday) - they've had the car for 21 days now - only to be told that a lock is broken and I may not get my car back for another week. I don't have a loan car and I don't know what my legal rights are. Can anybody help?

If they are waiting for parts you'll just have to wait.

The lock will be a unique part that may have to come from the factory.

There's no reason for a bodyshop to keep your car any longer than needed.

Brooker_Dave

Little_John wrote: »

I expect that the garage has taken your lock off to repair another car or something.

3 weeks in a workshop could and probably will result in additional damage.

Why would *any* of the above happen??????????????????

dacouch

Ring Tescos and request a courtesy car as its their garage causing the delay.

PhilI_3

Thanks everyone for your support and advice. Things have not improved as the insurance company are using delaying tactics presumably in the hope that I'll get my car back and go away and stop harassing them. Apparently AVALON GARAGE in Glastonbury are denying that they broke the lock. Unfortunately for them, my car had just been in for a service and it's the kind of garage that ring me up if they notice anything wrong. AARGHHH!!!:mad:
I'm off to write a formal complaint letter to the insurance company now.

Butlers1982

I'm off to write a formal complaint letter to the insurance company now

Recorded delivery! and keep proof!