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Eldon insurance - helphire - ecar insurance
brightgirl
Posts: 115 Forumite
in Motoring
Hi, One of my friend has a great problem. Could someone please take their time to read through and possibly point in the right direction?
Sorry about the long post but I thought best to post up as much as possible..
Thanks in advance so here goes...
I wrote the below letter to my insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
28 January 2011
VRM: xxxx xxx – Claim xxxxxxx
My vehicle was hit from behind which your records will already show and I was instructed to book it into your authorised repair centre.
On, Thursday, 04 Nov 2010 I collected the vehicle from the repair centre. No post repair inspection or review was carried out to the vehicle. Outside their premises during my brief inspection of the vehicle at the point of collection I noticed that a number plate light and also the Peugeot badge were missing.
I went inside their office and asked why the number plate lights were missing and the garage informed me that the Peugeot badge & number plate lights had not been delivered to them; these items were eventually replaced when the car was taken back on 16 Nov 2010 to the repair centre.
The rear wiper washer head was also not working and after advising the repair centre this was adjusted to work, also on 16 Nov 2010. None of the other remaining works including the faulty lock was notified to me. It was up to me to forcefully advise your repair centre of the visible omitted repairs.
A recent and routine MOT check has shown me a detailed analysis of omissions which the garage should have expertly fixed, including the following:
• The rear panel near the spare tyre panel remains damaged and unrepaired. When I first went as instructed by your company to show them the damage; I advised them that the boot area would have had to be pulled out. This has clearly not completed.
• Moreover, the spare wheel was left loose but later tightened by the MOT station. This is due to the boot area that had not been pulled out.
• Furthermore, the tailgate remains difficult to open due to the faulty lock mechanism and striker. This has clearly not been completed.
• In addition, the bumper damage has not been repaired; a simple paint job and tidy up has been carried out. I was told by your nominated repair centre that the bumper would be replaced.
• Likewise, the safeguard panel and safety bars (cross member) still remain damaged. This has clearly not been changed.
• Also, the paint is now flaking off on tailgate edges, and finally
• The overspray is clearly visible on the rear glass.
I subsequently contacted you in relation to the inferior restoration work and the omissions of work which was carried out and was advised to visit the repair centre. During the instructed visit to the repair centre an advisor admitted that the lock mechanism had not been changed. As for the remaining problems, the engineer falsely accused me of having another accident precisely at the exact same impact area, which is completely farcical and was unwilling to cooperate further. I was then shouted at, verbally insulted and vehemently abused in front of all staff on this occasion at your repair centre during my visit in December 2010.
Since then I have contacted you several times about these problems which resulted in your assessor coming out to inspect the car on 21st January 2010 at 5pm. I then contacted Paul Towler who then sent me the post inspection report by email.
The report has only three concerns of which the following are highlighted:
1. The lock mechanism which I had to inform you about was not changed due to unprofessional repair ethics. This would have never come to light if I had never verified the repair(s).
2. The bumper is alleged to have been changed and the damage is due to a second impact! If this was true then - It is possible to still see damage behind the bumper which still exists. However, the bumper is still in one piece and has never been changed. Your repair centre person shouted at me that it was due to weather and assessor stated second impact in his report.
3. The overspray is present and yet again I had to inform you about the inferior repair work and lack of quality control standards. The overspray is the least important matter that I am worried about but this also clearly displays the overall substandard quality of repair.
I have advised you about the unfriendliness and bad treatment at your appointed repair company which I am now hesitating to contact or visit again.
I now understand that my vehicle was not repaired to a satisfactory standard and there has been a cost involved to the third party for parts invoiced but not been fitted to my vehicle, and I have deemed my vehicle being the recipient of sub-standard repair work. Furthermore – This entire episode which should have been straight forward has actually resulted in several months of unnecessary stress and frustration including a vast amount of my time trying to resolve the issues.
I do not accept your repairers’ sub-standard quality of work and their lacklustre abilities to complete a competent standard of repair to the vehicle. At no point in time have I been informed that parts were missing and that I needed to go back to your appointed garage. I have never been updated throughout of any problems and have had to make all contact myself in order to understand each event.
Your assessor (Acorn) visited me at 5pm on the 21st January 2011 and tried to assess the vehicle in darkness with his 2 megapixel mobile phone which is clearly very unprofessional as I had to give him my torch to borrow. Your independent assessor possessed no suitable tools to do the task at hand. I find this deeply disturbing that your independent assessor had arrived unprepared and uninterested after I patiently waited for him to arrive and inspect my vehicle. The vehicle was inspected outside of my premises and not at any professional location. It was inspected in darkness, using a mobile phone, and the base of the car was not inspected nor challenged at any point by your assessor.
I now seek your urgent review of this complaint to both rectify this situation and come to some resolution which is a reasonable demand as otherwise I will be forced by your company to take things further and seek legal advice, whereby contacting your Financial Services Commission/Ombudsman, thirty party involved or an independent vehicle specialist and/or a combination of all the above. Please also provide me your full company registration details and details of the Financial Services authority which regulates your company. I also require details of my legal protection cover.
In order to resolve the matter I would like to have an independent assessment carried out on the vehicle which I would like your company to pay for. If the outcome of this report then confirms that the vehicle was not repaired properly and further repairs are still required, I will then be looking for you to pay the full costs involved.
I hereby urge you to reply within the next seven days with relation to the information listed above so this matter can be resolved swiftly.
Yours Faithfully
Mr Name Here
I then wrote the following letter to the insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
16 February 2011
VRM: XXXX XXX – Claim XXXXXXX
I recently sent you a letter, dated 28th January 2011, for which I have not received and responses to each points of the letter. I have however received a letter from Helphire which states that I sent an email which is not true. I sent you a letter and have enclosed a copy for your reference.
I contacted Paul Trowler today at 2pm in reference to the letter.
As discussed the assessor did not spend enough time to thoroughly assess the vehicle and I am not prepared to return the vehicle to Bridgeton Car Repair Centre as I have been humiliated and insulted on the last visit and also the fact all the repairs should have been carried out in a satisfactory manner when supposedly completed. Aggressive shouting should never be used against complainants and was unnecessary in my case. I have no confidence in the above noted repair centre and I have wasted a lot of my valuable time. I have repeatedly informed you about the aggression used and therefore am not willing to return to Bridgeton Car Repair Centre.
The bumper is still an issue as informed and this needs to be rectified as well as the other issues therefore a response is required in order for the vehicle to be repaired to the pre-accident condition. There has been no second impact and as advised the lack of preparation by your assessor does not justify blaming a second impact as I have had this checked by two garages whom are Department of Transport approved. My next step will be to visit my local Dealership garage which I will do so within the next few days and I will also get further written advice.
I would like to take this opportunity to inform you that the issues I have highlighted are not additional works as stated in your letter (09 Feb 2011) but were the required works which should have been carried out at the stage of repair. There is clear repair work and items invoiced then missed out whether deliberately with or without your knowledge.
I would now like you to forward me your final decision in order for me to take this matter further to the Financial Ombudsman and again I request point for point answers for my previous letter of which I have attached a copy.
I look forward to hearing from you within the next 7 days.
Yours Faithfully,
Mr NAME HERE
Received below email from insurance company
Date: Thu, 3 Mar 2011 16:54:36 +0000
Subject: Complaint Claim Reference Number XXXXXX
Dear XXXXXX
We are in receipt of your letter concerning the outstanding repairs to your vehicle. I have carried out a file review and understand from Helphire that they have suggested that you return your vehicle to Bridgeton Car Repair Centre, I understand from your letter that you feel that you have not received a high level of customer service from the garage and understandably are reluctant to use them again.
In order to enable us to try and rectify your complaint can we suggest that you provide the complaints department with two estimates from garages of your own choice upon receipt we will forward these onto an independent engineer for his consideration once we have his comments we will then be in a position to discuss this matter with you further.
We trust that the above is in order however should you have any further concerns please do not hesitate to contact us.
Kind Regards
Jo
Sent below email from insurance company
Sent: 22 June 2011 19:13
To: Eldon Insurance Complaints
Subject: FW: Complaint XXXXXX XXXXX
Dear Joanna,
I sent you last email on 12 June 2011.
Please send a reply and update me on my case.
Thanks
Mr xxxxxxx
Received below email from insurance company
Date: Fri, 24 Jun 2011 08:51:49 +0100
Subject: RE: Complaint XXXXXX XXXXX
Dear Mr XXXXXX
Thank you for the attached e-mail
Sorry I did not respond to the e-mail you issued on 12th June 2011.
I have passed the details, on the 12th June 2011 to the relevant department to deal with their telephone number is 0845 219 8554 should you require any assistance with this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
From: complaints@eldoninsurance.co.uk
Date: Thu, 30 Jun 2011 09:03:06 +0100
Subject: Complaint XXXXXXX
Dear Mr XXXXX
Thank you for the attached e-mail.
I have contacted the engineers,today who are in the process of validating the estimates that you have provided.
I have requested that they let us know as soon as possible their decision on the valuation for the rectification work.
Please do not hesitate to contact us should you require any further assistance in this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
Dear Mr XXXXXXX
Thank you for the attached e-mail.
Please accept my apologies that you have not been contacted.
I have called Help Hire today who will contact you by this afternoon at the latest.
I have been informed that due to the areas of damage you are stating needs work they may need your vehicle to have a further inspection. This will be discussed when they call you later today.
Please do not hesitate to contact me if you do not receive contact from Help Hire. Help Hire’s complaints telephone number is 0800 111 4073 should you need to contact them.
Kind Regards
Sent below email to insurance company
13/July/2011
Dear Joanna,
Thank you for your email earlier today.
Your appointed company has been in touch with me by phone and as stated earlier in my letter to your company I am not prepared to go back to your Bridgeton car repair garage for the reasons already provided. A further inspection always has been welcome as stated in my letter also.
I waited patiently for a resolution to my complaint and today your appointed company has informed me that I have to go back to Bridgeton repair centre? I am now back to square one. In fact, I am now at the pre-complaint stage! I have today re-iterated to your appointed company that going back to the same garage is not an option that I require their offer in writing. I have also stated to them the fact that I would prefer to take the matter to court than back to the same garage.
Overall, my complaint to you has made NO difference. I have been left with a poor repair job, received aggression from your garage when going back, sent you two estimates as requested and wasted a lot of my time. In addition to this my complaint has not been even been dealt with! I wrote to you to highlight issues with going back to the same garage and also to highlight the poor workmanship. You then try to send me back to the same garage?
I now feel no further forward and now hereby give you notice that I am taking this matter further as you cannot be bothered to deal with my complaint in a professional manner. Please send me your final response.
Regards,
Mr XXXXXX
What to do next?
Sorry about the long post but I thought best to post up as much as possible..
Thanks in advance so here goes...
I wrote the below letter to my insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
28 January 2011
VRM: xxxx xxx – Claim xxxxxxx
My vehicle was hit from behind which your records will already show and I was instructed to book it into your authorised repair centre.
On, Thursday, 04 Nov 2010 I collected the vehicle from the repair centre. No post repair inspection or review was carried out to the vehicle. Outside their premises during my brief inspection of the vehicle at the point of collection I noticed that a number plate light and also the Peugeot badge were missing.
I went inside their office and asked why the number plate lights were missing and the garage informed me that the Peugeot badge & number plate lights had not been delivered to them; these items were eventually replaced when the car was taken back on 16 Nov 2010 to the repair centre.
The rear wiper washer head was also not working and after advising the repair centre this was adjusted to work, also on 16 Nov 2010. None of the other remaining works including the faulty lock was notified to me. It was up to me to forcefully advise your repair centre of the visible omitted repairs.
A recent and routine MOT check has shown me a detailed analysis of omissions which the garage should have expertly fixed, including the following:
• The rear panel near the spare tyre panel remains damaged and unrepaired. When I first went as instructed by your company to show them the damage; I advised them that the boot area would have had to be pulled out. This has clearly not completed.
• Moreover, the spare wheel was left loose but later tightened by the MOT station. This is due to the boot area that had not been pulled out.
• Furthermore, the tailgate remains difficult to open due to the faulty lock mechanism and striker. This has clearly not been completed.
• In addition, the bumper damage has not been repaired; a simple paint job and tidy up has been carried out. I was told by your nominated repair centre that the bumper would be replaced.
• Likewise, the safeguard panel and safety bars (cross member) still remain damaged. This has clearly not been changed.
• Also, the paint is now flaking off on tailgate edges, and finally
• The overspray is clearly visible on the rear glass.
I subsequently contacted you in relation to the inferior restoration work and the omissions of work which was carried out and was advised to visit the repair centre. During the instructed visit to the repair centre an advisor admitted that the lock mechanism had not been changed. As for the remaining problems, the engineer falsely accused me of having another accident precisely at the exact same impact area, which is completely farcical and was unwilling to cooperate further. I was then shouted at, verbally insulted and vehemently abused in front of all staff on this occasion at your repair centre during my visit in December 2010.
Since then I have contacted you several times about these problems which resulted in your assessor coming out to inspect the car on 21st January 2010 at 5pm. I then contacted Paul Towler who then sent me the post inspection report by email.
The report has only three concerns of which the following are highlighted:
1. The lock mechanism which I had to inform you about was not changed due to unprofessional repair ethics. This would have never come to light if I had never verified the repair(s).
2. The bumper is alleged to have been changed and the damage is due to a second impact! If this was true then - It is possible to still see damage behind the bumper which still exists. However, the bumper is still in one piece and has never been changed. Your repair centre person shouted at me that it was due to weather and assessor stated second impact in his report.
3. The overspray is present and yet again I had to inform you about the inferior repair work and lack of quality control standards. The overspray is the least important matter that I am worried about but this also clearly displays the overall substandard quality of repair.
I have advised you about the unfriendliness and bad treatment at your appointed repair company which I am now hesitating to contact or visit again.
I now understand that my vehicle was not repaired to a satisfactory standard and there has been a cost involved to the third party for parts invoiced but not been fitted to my vehicle, and I have deemed my vehicle being the recipient of sub-standard repair work. Furthermore – This entire episode which should have been straight forward has actually resulted in several months of unnecessary stress and frustration including a vast amount of my time trying to resolve the issues.
I do not accept your repairers’ sub-standard quality of work and their lacklustre abilities to complete a competent standard of repair to the vehicle. At no point in time have I been informed that parts were missing and that I needed to go back to your appointed garage. I have never been updated throughout of any problems and have had to make all contact myself in order to understand each event.
Your assessor (Acorn) visited me at 5pm on the 21st January 2011 and tried to assess the vehicle in darkness with his 2 megapixel mobile phone which is clearly very unprofessional as I had to give him my torch to borrow. Your independent assessor possessed no suitable tools to do the task at hand. I find this deeply disturbing that your independent assessor had arrived unprepared and uninterested after I patiently waited for him to arrive and inspect my vehicle. The vehicle was inspected outside of my premises and not at any professional location. It was inspected in darkness, using a mobile phone, and the base of the car was not inspected nor challenged at any point by your assessor.
I now seek your urgent review of this complaint to both rectify this situation and come to some resolution which is a reasonable demand as otherwise I will be forced by your company to take things further and seek legal advice, whereby contacting your Financial Services Commission/Ombudsman, thirty party involved or an independent vehicle specialist and/or a combination of all the above. Please also provide me your full company registration details and details of the Financial Services authority which regulates your company. I also require details of my legal protection cover.
In order to resolve the matter I would like to have an independent assessment carried out on the vehicle which I would like your company to pay for. If the outcome of this report then confirms that the vehicle was not repaired properly and further repairs are still required, I will then be looking for you to pay the full costs involved.
I hereby urge you to reply within the next seven days with relation to the information listed above so this matter can be resolved swiftly.
Yours Faithfully
Mr Name Here
I then wrote the following letter to the insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
16 February 2011
VRM: XXXX XXX – Claim XXXXXXX
I recently sent you a letter, dated 28th January 2011, for which I have not received and responses to each points of the letter. I have however received a letter from Helphire which states that I sent an email which is not true. I sent you a letter and have enclosed a copy for your reference.
I contacted Paul Trowler today at 2pm in reference to the letter.
As discussed the assessor did not spend enough time to thoroughly assess the vehicle and I am not prepared to return the vehicle to Bridgeton Car Repair Centre as I have been humiliated and insulted on the last visit and also the fact all the repairs should have been carried out in a satisfactory manner when supposedly completed. Aggressive shouting should never be used against complainants and was unnecessary in my case. I have no confidence in the above noted repair centre and I have wasted a lot of my valuable time. I have repeatedly informed you about the aggression used and therefore am not willing to return to Bridgeton Car Repair Centre.
The bumper is still an issue as informed and this needs to be rectified as well as the other issues therefore a response is required in order for the vehicle to be repaired to the pre-accident condition. There has been no second impact and as advised the lack of preparation by your assessor does not justify blaming a second impact as I have had this checked by two garages whom are Department of Transport approved. My next step will be to visit my local Dealership garage which I will do so within the next few days and I will also get further written advice.
I would like to take this opportunity to inform you that the issues I have highlighted are not additional works as stated in your letter (09 Feb 2011) but were the required works which should have been carried out at the stage of repair. There is clear repair work and items invoiced then missed out whether deliberately with or without your knowledge.
I would now like you to forward me your final decision in order for me to take this matter further to the Financial Ombudsman and again I request point for point answers for my previous letter of which I have attached a copy.
I look forward to hearing from you within the next 7 days.
Yours Faithfully,
Mr NAME HERE
Received below email from insurance company
Date: Thu, 3 Mar 2011 16:54:36 +0000
Subject: Complaint Claim Reference Number XXXXXX
Dear XXXXXX
We are in receipt of your letter concerning the outstanding repairs to your vehicle. I have carried out a file review and understand from Helphire that they have suggested that you return your vehicle to Bridgeton Car Repair Centre, I understand from your letter that you feel that you have not received a high level of customer service from the garage and understandably are reluctant to use them again.
In order to enable us to try and rectify your complaint can we suggest that you provide the complaints department with two estimates from garages of your own choice upon receipt we will forward these onto an independent engineer for his consideration once we have his comments we will then be in a position to discuss this matter with you further.
We trust that the above is in order however should you have any further concerns please do not hesitate to contact us.
Kind Regards
Jo
Sent below email from insurance company
Sent: 22 June 2011 19:13
To: Eldon Insurance Complaints
Subject: FW: Complaint XXXXXX XXXXX
Dear Joanna,
I sent you last email on 12 June 2011.
Please send a reply and update me on my case.
Thanks
Mr xxxxxxx
Received below email from insurance company
Date: Fri, 24 Jun 2011 08:51:49 +0100
Subject: RE: Complaint XXXXXX XXXXX
Dear Mr XXXXXX
Thank you for the attached e-mail
Sorry I did not respond to the e-mail you issued on 12th June 2011.
I have passed the details, on the 12th June 2011 to the relevant department to deal with their telephone number is 0845 219 8554 should you require any assistance with this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
From: complaints@eldoninsurance.co.uk
Date: Thu, 30 Jun 2011 09:03:06 +0100
Subject: Complaint XXXXXXX
Dear Mr XXXXX
Thank you for the attached e-mail.
I have contacted the engineers,today who are in the process of validating the estimates that you have provided.
I have requested that they let us know as soon as possible their decision on the valuation for the rectification work.
Please do not hesitate to contact us should you require any further assistance in this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
Dear Mr XXXXXXX
Thank you for the attached e-mail.
Please accept my apologies that you have not been contacted.
I have called Help Hire today who will contact you by this afternoon at the latest.
I have been informed that due to the areas of damage you are stating needs work they may need your vehicle to have a further inspection. This will be discussed when they call you later today.
Please do not hesitate to contact me if you do not receive contact from Help Hire. Help Hire’s complaints telephone number is 0800 111 4073 should you need to contact them.
Kind Regards
Sent below email to insurance company
13/July/2011
Dear Joanna,
Thank you for your email earlier today.
Your appointed company has been in touch with me by phone and as stated earlier in my letter to your company I am not prepared to go back to your Bridgeton car repair garage for the reasons already provided. A further inspection always has been welcome as stated in my letter also.
I waited patiently for a resolution to my complaint and today your appointed company has informed me that I have to go back to Bridgeton repair centre? I am now back to square one. In fact, I am now at the pre-complaint stage! I have today re-iterated to your appointed company that going back to the same garage is not an option that I require their offer in writing. I have also stated to them the fact that I would prefer to take the matter to court than back to the same garage.
Overall, my complaint to you has made NO difference. I have been left with a poor repair job, received aggression from your garage when going back, sent you two estimates as requested and wasted a lot of my time. In addition to this my complaint has not been even been dealt with! I wrote to you to highlight issues with going back to the same garage and also to highlight the poor workmanship. You then try to send me back to the same garage?
I now feel no further forward and now hereby give you notice that I am taking this matter further as you cannot be bothered to deal with my complaint in a professional manner. Please send me your final response.
Regards,
Mr XXXXXX
What to do next?
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brightgirl wrote: »Hi, One of my friend has a great problem. Could someone please take their time to read through and possibly point in the right direction?
Sorry about the long post but I thought best to post up as much as possible..
Thanks in advance so here goes...
I wrote the below letter to my insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
28 January 2011
VRM: xxxx xxx – Claim xxxxxxx
My vehicle was hit from behind which your records will already show and I was instructed to book it into your authorised repair centre.
On, Thursday, 04 Nov 2010 I collected the vehicle from the repair centre. No post repair inspection or review was carried out to the vehicle. Outside their premises during my brief inspection of the vehicle at the point of collection I noticed that a number plate light and also the Peugeot badge were missing.
I went inside their office and asked why the number plate lights were missing and the garage informed me that the Peugeot badge & number plate lights had not been delivered to them; these items were eventually replaced when the car was taken back on 16 Nov 2010 to the repair centre.
The rear wiper washer head was also not working and after advising the repair centre this was adjusted to work, also on 16 Nov 2010. None of the other remaining works including the faulty lock was notified to me. It was up to me to forcefully advise your repair centre of the visible omitted repairs.
A recent and routine MOT check has shown me a detailed analysis of omissions which the garage should have expertly fixed, including the following:
• The rear panel near the spare tyre panel remains damaged and unrepaired. When I first went as instructed by your company to show them the damage; I advised them that the boot area would have had to be pulled out. This has clearly not completed.
• Moreover, the spare wheel was left loose but later tightened by the MOT station. This is due to the boot area that had not been pulled out.
• Furthermore, the tailgate remains difficult to open due to the faulty lock mechanism and striker. This has clearly not been completed.
• In addition, the bumper damage has not been repaired; a simple paint job and tidy up has been carried out. I was told by your nominated repair centre that the bumper would be replaced.
• Likewise, the safeguard panel and safety bars (cross member) still remain damaged. This has clearly not been changed.
• Also, the paint is now flaking off on tailgate edges, and finally
• The overspray is clearly visible on the rear glass.
I subsequently contacted you in relation to the inferior restoration work and the omissions of work which was carried out and was advised to visit the repair centre. During the instructed visit to the repair centre an advisor admitted that the lock mechanism had not been changed. As for the remaining problems, the engineer falsely accused me of having another accident precisely at the exact same impact area, which is completely farcical and was unwilling to cooperate further. I was then shouted at, verbally insulted and vehemently abused in front of all staff on this occasion at your repair centre during my visit in December 2010.
Since then I have contacted you several times about these problems which resulted in your assessor coming out to inspect the car on 21st January 2010 at 5pm. I then contacted Paul Towler who then sent me the post inspection report by email.
The report has only three concerns of which the following are highlighted:
1. The lock mechanism which I had to inform you about was not changed due to unprofessional repair ethics. This would have never come to light if I had never verified the repair(s).
2. The bumper is alleged to have been changed and the damage is due to a second impact! If this was true then - It is possible to still see damage behind the bumper which still exists. However, the bumper is still in one piece and has never been changed. Your repair centre person shouted at me that it was due to weather and assessor stated second impact in his report.
3. The overspray is present and yet again I had to inform you about the inferior repair work and lack of quality control standards. The overspray is the least important matter that I am worried about but this also clearly displays the overall substandard quality of repair.
I have advised you about the unfriendliness and bad treatment at your appointed repair company which I am now hesitating to contact or visit again.
I now understand that my vehicle was not repaired to a satisfactory standard and there has been a cost involved to the third party for parts invoiced but not been fitted to my vehicle, and I have deemed my vehicle being the recipient of sub-standard repair work. Furthermore – This entire episode which should have been straight forward has actually resulted in several months of unnecessary stress and frustration including a vast amount of my time trying to resolve the issues.
I do not accept your repairers’ sub-standard quality of work and their lacklustre abilities to complete a competent standard of repair to the vehicle. At no point in time have I been informed that parts were missing and that I needed to go back to your appointed garage. I have never been updated throughout of any problems and have had to make all contact myself in order to understand each event.
Your assessor (Acorn) visited me at 5pm on the 21st January 2011 and tried to assess the vehicle in darkness with his 2 megapixel mobile phone which is clearly very unprofessional as I had to give him my torch to borrow. Your independent assessor possessed no suitable tools to do the task at hand. I find this deeply disturbing that your independent assessor had arrived unprepared and uninterested after I patiently waited for him to arrive and inspect my vehicle. The vehicle was inspected outside of my premises and not at any professional location. It was inspected in darkness, using a mobile phone, and the base of the car was not inspected nor challenged at any point by your assessor.
I now seek your urgent review of this complaint to both rectify this situation and come to some resolution which is a reasonable demand as otherwise I will be forced by your company to take things further and seek legal advice, whereby contacting your Financial Services Commission/Ombudsman, thirty party involved or an independent vehicle specialist and/or a combination of all the above. Please also provide me your full company registration details and details of the Financial Services authority which regulates your company. I also require details of my legal protection cover.
In order to resolve the matter I would like to have an independent assessment carried out on the vehicle which I would like your company to pay for. If the outcome of this report then confirms that the vehicle was not repaired properly and further repairs are still required, I will then be looking for you to pay the full costs involved.
I hereby urge you to reply within the next seven days with relation to the information listed above so this matter can be resolved swiftly.
Yours Faithfully
Mr Name Here
I then wrote the following letter to the insurance company
Company No. 5603030
E Insurance Services Ltd
MMT Centre
Severn Bridge
Aust, Bristol
BS35 4BL
16 February 2011
VRM: XXXX XXX – Claim XXXXXXX
I recently sent you a letter, dated 28th January 2011, for which I have not received and responses to each points of the letter. I have however received a letter from Helphire which states that I sent an email which is not true. I sent you a letter and have enclosed a copy for your reference.
I contacted Paul Trowler today at 2pm in reference to the letter.
As discussed the assessor did not spend enough time to thoroughly assess the vehicle and I am not prepared to return the vehicle to Bridgeton Car Repair Centre as I have been humiliated and insulted on the last visit and also the fact all the repairs should have been carried out in a satisfactory manner when supposedly completed. Aggressive shouting should never be used against complainants and was unnecessary in my case. I have no confidence in the above noted repair centre and I have wasted a lot of my valuable time. I have repeatedly informed you about the aggression used and therefore am not willing to return to Bridgeton Car Repair Centre.
The bumper is still an issue as informed and this needs to be rectified as well as the other issues therefore a response is required in order for the vehicle to be repaired to the pre-accident condition. There has been no second impact and as advised the lack of preparation by your assessor does not justify blaming a second impact as I have had this checked by two garages whom are Department of Transport approved. My next step will be to visit my local Dealership garage which I will do so within the next few days and I will also get further written advice.
I would like to take this opportunity to inform you that the issues I have highlighted are not additional works as stated in your letter (09 Feb 2011) but were the required works which should have been carried out at the stage of repair. There is clear repair work and items invoiced then missed out whether deliberately with or without your knowledge.
I would now like you to forward me your final decision in order for me to take this matter further to the Financial Ombudsman and again I request point for point answers for my previous letter of which I have attached a copy.
I look forward to hearing from you within the next 7 days.
Yours Faithfully,
Mr NAME HERE
Received below email from insurance company
Date: Thu, 3 Mar 2011 16:54:36 +0000
Subject: Complaint Claim Reference Number XXXXXX
Dear XXXXXX
We are in receipt of your letter concerning the outstanding repairs to your vehicle. I have carried out a file review and understand from Helphire that they have suggested that you return your vehicle to Bridgeton Car Repair Centre, I understand from your letter that you feel that you have not received a high level of customer service from the garage and understandably are reluctant to use them again.
In order to enable us to try and rectify your complaint can we suggest that you provide the complaints department with two estimates from garages of your own choice upon receipt we will forward these onto an independent engineer for his consideration once we have his comments we will then be in a position to discuss this matter with you further.
We trust that the above is in order however should you have any further concerns please do not hesitate to contact us.
Kind Regards
Jo
Sent below email from insurance company
Sent: 22 June 2011 19:13
To: Eldon Insurance Complaints
Subject: FW: Complaint XXXXXX XXXXX
Dear Joanna,
I sent you last email on 12 June 2011.
Please send a reply and update me on my case.
Thanks
Mr xxxxxxx
Received below email from insurance company
Date: Fri, 24 Jun 2011 08:51:49 +0100
Subject: RE: Complaint XXXXXX XXXXX
Dear Mr XXXXXX
Thank you for the attached e-mail
Sorry I did not respond to the e-mail you issued on 12th June 2011.
I have passed the details, on the 12th June 2011 to the relevant department to deal with their telephone number is 0845 219 8554 should you require any assistance with this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
From: complaints@eldoninsurance.co.uk
Date: Thu, 30 Jun 2011 09:03:06 +0100
Subject: Complaint XXXXXXX
Dear Mr XXXXX
Thank you for the attached e-mail.
I have contacted the engineers,today who are in the process of validating the estimates that you have provided.
I have requested that they let us know as soon as possible their decision on the valuation for the rectification work.
Please do not hesitate to contact us should you require any further assistance in this matter.
Kind Regards
Joanna XXXXXX
Received below email from insurance company
Dear Mr XXXXXXX
Thank you for the attached e-mail.
Please accept my apologies that you have not been contacted.
I have called Help Hire today who will contact you by this afternoon at the latest.
I have been informed that due to the areas of damage you are stating needs work they may need your vehicle to have a further inspection. This will be discussed when they call you later today.
Please do not hesitate to contact me if you do not receive contact from Help Hire. Help Hire’s complaints telephone number is 0800 111 4073 should you need to contact them.
Kind Regards
Sent below email to insurance company
13/July/2011
Dear Joanna,
Thank you for your email earlier today.
Your appointed company has been in touch with me by phone and as stated earlier in my letter to your company I am not prepared to go back to your Bridgeton car repair garage for the reasons already provided. A further inspection always has been welcome as stated in my letter also.
I waited patiently for a resolution to my complaint and today your appointed company has informed me that I have to go back to Bridgeton repair centre? I am now back to square one. In fact, I am now at the pre-complaint stage! I have today re-iterated to your appointed company that going back to the same garage is not an option that I require their offer in writing. I have also stated to them the fact that I would prefer to take the matter to court than back to the same garage.
Overall, my complaint to you has made NO difference. I have been left with a poor repair job, received aggression from your garage when going back, sent you two estimates as requested and wasted a lot of my time. In addition to this my complaint has not been even been dealt with! I wrote to you to highlight issues with going back to the same garage and also to highlight the poor workmanship. You then try to send me back to the same garage?
I now feel no further forward and now hereby give you notice that I am taking this matter further as you cannot be bothered to deal with my complaint in a professional manner. Please send me your final response.
Regards,
Mr XXXXXX
What to do next?
Eldon Insurance Services is part of the Brightside Group PLC - look them up ,they own e-car please see reviews on ecar, they work on p-rofit from cancellation fees with a 25% cancellation rate. They do not look to insure, they are not underwriters, they look to take your money & then work on a provoked cancellation system. there are 1000,s of negative review on this company. The BBC are looking to feature them on a program called The Legalizer, Trading Standards are examining them & they are banned in Australia. Please for the love of God do not use them. AVOID!!!!!!!!!!!!!!!:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:0
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