Dispute with ensurance company over v. poor repair

Bel_Pol

Hello All,

*Previous post was deleted due to the error in the title.

I'm looking for an advice in regards to a dispute I have with an ensurance company.

When I have purchased an approved used car, I have payed extra for an ensurance service. The ensurance company is arranging car repairs, replacement vehicle, physio, legal support etc.

Unfortunately, I was involved in a non-fault accident and used the service to arrange all necessary activities. They have selected a vendor approved garage, that I have questioned the very same day, as it had poor reviews. The company have assured me that if something will go wrong they will be supporting and I should not be worried, how stupid I was believing in that.

Garage have prepared repair quote (replacing the damaged panel) and car collection day have been agreed. Couple days after they took the car, I have received a very nasty phone call with accusations that I have lost locking wheel nut. I have explained over the phone, where exactly the locking wheel nut is kept, as it comes like that from the factory. This did not help and I was told that I either find the locking wheel nut in the garage or they will not be fixing the car. I was forced to drive to the garage in my working time, to show them that the nut was in the car.

Few weeks later, I have received a surprising phone call saying that the car has been fixed and is ready to be delivered back (3 weeks quicker to the quoted time). Having a bad feelings and equipped in the paint thickness measuring device I was ready to see the car. Initial inspection has revealed that the panel has not been replaced but instead very poorly filled with the body filler. The garage has not informed anyone (either myself, ensurance company, other drivers insurance company) about changing the method of the repairs. Furthermore, they have also lost the locking wheel nut and severely damaged the interior. Collection of the car have been declined and both ensurance company and the garage have been informed about the very poor repair and the condition of the interior. Car was taken back to the garage. 5 days later it has been returned with the quality conformance document that it has been repaired to the manufacturers standard. Unfortunately for the garage, I already had a confirmation from the manufacturers repair workshop stating that the panel should never be filled due to the extent of the damages and it should only be repaired (document created based on the photos). After highlighting that with the garage I only have heard another abusive comment that they have hundred years of experience and if I knew better how to do it, then I should do it myself. They have also said that I can always arrange an independent engineer to assess the repair but that will be a waste of time and money as they have done an amazing job.
Independent engineer visit was arranged and his comment was very short and sweet: Who f...ed it so badly? Report states that if the panel would be replaced there would be no issues with the repair.

This is where ensurance company has shown their true face and value, and they are forcing me to send the car to the same garage and that they will not allow me to use the garage I have picked in the first place. Their argumentation is that they do not have a check book to cover the additional costs that have been created due to the poor repair and damages of the interior. They also said that I can either agree to their proposal (which I do not want, due to the obvious reasons) or contact Ombudsman.

I will be very grateful for advice on what options I have and the best route to proceed.

Thank you for your time and support
BP

Grumpy_chap

Bel_Pol said:

*Previous post was deleted due to the error in the title.

That's a real shame as there were already some constructive responses against the previous thread and that value is now lost so the conversation cannot move forwards from where it had reached.

People might comment on "clunky" phraseology or grammar but they generally do so in a light-hearted and friendly manner and I think such comments in the previous thread were also all giving considered comment against the query at hand.  

I hope you get some advice repeated to help you with the issue.  Sadly, I cannot really give such comment as it is not something I know enough about.

Bel_Pol said:

Hello All,

*Previous post was deleted due to the error in the title.

I'm looking for an advice in regards to a dispute I have with an ensurance company.

When I have purchased an approved used car, I have payed extra for an ensurance service. The ensurance company is arranging car repairs, replacement vehicle, physio, legal support etc.

Unfortunately, I was involved in a non-fault accident and used the service to arrange all necessary activities. They have selected a vendor approved garage, that I have questioned the very same day, as it had poor reviews. The company have assured me that if something will go wrong they will be supporting and I should not be worried, how stupid I was believing in that.

Garage have prepared repair quote (replacing the damaged panel) and car collection day have been agreed. Couple days after they took the car, I have received a very nasty phone call with accusations that I have lost locking wheel nut. I have explained over the phone, where exactly the locking wheel nut is kept, as it comes like that from the factory. This did not help and I was told that I either find the locking wheel nut in the garage or they will not be fixing the car. I was forced to drive to the garage in my working time, to show them that the nut was in the car.

Few weeks later, I have received a surprising phone call saying that the car has been fixed and is ready to be delivered back (3 weeks quicker to the quoted time). Having a bad feelings and equipped in the paint thickness measuring device I was ready to see the car. Initial inspection has revealed that the panel has not been replaced but instead very poorly filled with the body filler. The garage has not informed anyone (either myself, ensurance company, other drivers insurance company) about changing the method of the repairs. Furthermore, they have also lost the locking wheel nut and severely damaged the interior. Collection of the car have been declined and both ensurance company and the garage have been informed about the very poor repair and the condition of the interior. Car was taken back to the garage. 5 days later it has been returned with the quality conformance document that it has been repaired to the manufacturers standard. Unfortunately for the garage, I already had a confirmation from the manufacturers repair workshop stating that the panel should never be filled due to the extent of the damages and it should only be repaired (document created based on the photos). After highlighting that with the garage I only have heard another abusive comment that they have hundred years of experience and if I knew better how to do it, then I should do it myself. They have also said that I can always arrange an independent engineer to assess the repair but that will be a waste of time and money as they have done an amazing job.
Independent engineer visit was arranged and his comment was very short and sweet: Who f...ed it so badly? Report states that if the panel would be replaced there would be no issues with the repair.

This is where ensurance company has shown their true face and value, and they are forcing me to send the car to the same garage and that they will not allow me to use the garage I have picked in the first place. Their argumentation is that they do not have a check book to cover the additional costs that have been created due to the poor repair and damages of the interior. They also said that I can either agree to their proposal (which I do not want, due to the obvious reasons) or contact Ombudsman.

I will be very grateful for advice on what options I have and the best route to proceed.

Thank you for your time and support
BP

Sandtree

Read the advice already given to you in the other thread... it already outlined your options and points you should be clarifying. 

GrumpyDil

Sandtree said:

Read the advice already given to you in the other thread... it already outlined your options and points you should be clarifying. 

It's been deleted so is no longer visible. 

Bel_Pol

Sandtree said:

Read the advice already given to you in the other thread... it already outlined your options and points you should be clarifying. 

As GrumpyDil have said, unfortunately the previous thread was deleted. Hopefully, the users will have time the repeat the advises given.

I appreciate the time you all have invested and support given.