Halfords experience

evertonfanatic

On 2nd January my son took his car to Halfords Autocentre in Walsall for a headlight bulb replacement. Whilst there a Halfords technician reversed into my sons car badly damaging the drivers car door so that the locking mechanism no longer functions properly. The manager apologised and promised to sort a replacement door “in a couple of days”. A week later the manager asked my son to obtain a door and they would reimburse him, after I complained, the manager said that he would obtain a door. Now, over 2 weeks later Halfords are asking my son to arrange to take his car to a body repair shop. Presumably he will have to pay and be reimbursed and will be without a car for a number of days. Meanwhile he is driving a car that at best is inconvenient and possibly dangerous. Is this the level of customer service that Halfords customers should expect and Halfords finds acceptable? How do I escalate this?

AdrianC

If he doesn't like their attempts to resolve it outside insurance, he should just go through the driver's insurance.

Was the "Halfords technician" driving their own car (so their personal insurance), or were they driving a customer's car (so the business's insurance)?

If the bodyshop can't/won't provide him with a courtesy car while his car is in for work, he can hire one (BEING SENSIBLE ABOUT IT! If he really needs one, and no big 4x4s or flash stuff...) and the cost of that is a part of the claim against them.

williamgriffin

Ask the manager for their insurance details and give them a call. 

evertonfanatic

The car that the technician was driving was Halfords "pool" car that they use for collecting customer cars etc. I'm reluctant to contact our insurance company as despite being completely blameless it would doubtless affect next year's premium. I'm just shocked by Halfords total lack of customer service and would like advice regarding the next step to take.

daveyjp

Halfords are a huge company, why mess about with a manager not following Company policy?

https://www.halfordscompany.com/about-us/our-senior-management-team/

williamgriffin

evertonfanatic said:

The car that the technician was driving was Halfords "pool" car that they use for collecting customer cars etc. I'm reluctant to contact our insurance company as despite being completely blameless it would doubtless affect next year's premium. I'm just shocked by Halfords total lack of customer service and would like advice regarding the next step to take.

As long as your son is fully aware of making a false declaration to obtain insurance for the next five years then keep away from insurance companies and hope Halfords do too. 

evertonfanatic

williamgriffin said:

evertonfanatic said:

The car that the technician was driving was Halfords "pool" car that they use for collecting customer cars etc. I'm reluctant to contact our insurance company as despite being completely blameless it would doubtless affect next year's premium. I'm just shocked by Halfords total lack of customer service and would like advice regarding the next step to take.

As long as your son is fully aware of making a false declaration to obtain insurance for the next five years then keep away from insurance companies and hope Halfords do too. 

That just rubs salt in the wounds

williamgriffin

evertonfanatic said:

williamgriffin said:

evertonfanatic said:

The car that the technician was driving was Halfords "pool" car that they use for collecting customer cars etc. I'm reluctant to contact our insurance company as despite being completely blameless it would doubtless affect next year's premium. I'm just shocked by Halfords total lack of customer service and would like advice regarding the next step to take.

As long as your son is fully aware of making a false declaration to obtain insurance for the next five years then keep away from insurance companies and hope Halfords do too. 

That just rubs salt in the wounds

There's no way round it, he either tells them, lies when renewing insurance or doesn't have any for the next five years. 

AdrianC

evertonfanatic said:

The car that the technician was driving was Halfords "pool" car that they use for collecting customer cars etc. I'm reluctant to contact our insurance company as despite being completely blameless it would doubtless affect next year's premium. I'm just shocked by Halfords total lack of customer service and would like advice regarding the next step to take.

He has a simple choice. Work with them, or go through insurance. There is no third option.

As far as future premiums go, he needs to declare this to his insurer for the next five years anyway, unless he's planning on lying on the proposal.

Browntoa

I had an almost identical experience with a windscreen replacement company. They were going to arrange the repair , 3 weeks with me ringing and nothing so I rang my insurance and got it sorted .

Stop waiting on them 

KimJongUn88

Just go on AskMid and get the details of the insurance company that covered the Halfords pool car at the time and approach them directly.