Terrible performance of 3rd party garage for insurance repair

zeroRPM

I'm hoping for some helpful ideas from this forum about what I should do next regarding the torrid time I'm having getting my car repaired. 

I'll lay out the timeline of events:

- October 2023: My parked unoccupied car is hit by a bus damaging the driver side front wheel alloy, wheel arch and bumper

-November/December 2023: Car is repaired through a 3rd party garage nominated by my insurer (as their garages did not have capacity)

- December 2023: 2 days after return of car from repair the driver front wheel arch mud guard (internal and above the wheel) falls off while driving. This piece attaches to the piece which was damaged in the initial accident. Also noted a significant amount of fuel was used during repair but not many miles driven.

- January 2024: 3rd party garage collects car and repairs guard.

- May 2024: Noticed paint peeling from the repaired driver side wheel arch. 3rd party garage gives me courtsey car and takes my car for repair.

- June 2024: Car is returned and we go on holiday for 7 days. On return to the car the battery is dead (2hrs from home a 01:00am with 26 weeks pregnant partner - not fun). In addition damage in the boot area is noted.

- June 2024: 3rd party garage delivers courtesy car and takes my car again (quite keen to bend over backwards now to get the car in quickly without any trouble to me).

- June 2024: I was due to get the car back so I could take it for its service. However, when they were going to bring it back there was some panic and it turns out the battery was still dead (although they had the car for 6 days at this point). They took the car for its service and and then brought it back for repair

- early July 2024: Car is returned and boot area is repaired and the battery seems ok.

- mid July 2024: Having had the car for 7 days the battery is dead again.

First priority is to get the battery fixed: I will be asking the 3rd party garage to replace the battery and explain to me what has happened (I suspect firstly there have been shoddy repairs - the piece falling off and the paintwork on the new part and secondly that they have then left the car on and the battery drained to nothing which has damaged it but they have just charged it a few times rather than replace it). Is this correct, am I missing something here?

Second priority is to try to get some kind of recompense for the trouble this has caused: The car is only just over 2 years old yet it has been with this garage for almost 2 months now for a repair which should have taken 2 weeks max. We were stranded at the airport in the early morning and then after the battery repair have been late for appointments because of the battery issue. I've also spent considerable time chasing the garage and had the inconvenience of a courtesy car which I have to always put a tiny bit of fuel in as I never know when I'm getting my car back. What is the best way forward, should I just go through their complaints process, what should I be asking for, or should I be looking to the small claims court?

Any help or thoughts would be greatly appreciated.

Arunmor

The whole episode is shoddy.  You should ascertain whether the battery has been replaced or not.  Have you had the battery checked by a Friendly mechanic eg the one who did your service?

Marksfish

I had similar after a hit and run on our new car. Went to a "recommended repairer" and the work was shoddy to say the least. It went back 4 times before I rang my insurer and got to take it to a repairer of my choice.  Any insurance repair will be covered by a warranty, make them honour it.

zeroRPM

Arunmor:

I've asked that the repair garage set up a call with the manager and myself so they can explain what has happened (so far I always speak to reception who never know what has actually been done). I definitely will be asking if the battery has been replaced and making sure it will be if not.

I did ask the service garage to check the battery but it didn't seem like they could do anything very thorough and it passed whatever test they put it through (however, at that point it was full of charge).

 

Marksfish:

In a twisted way I'm glad to hear I'm not alone but I have to say I have been shocked by how incompetent the repairs have been and can't quite understand how this keeps happening. I will keep making them honour the warranty - thanks. I was a bit worried they would say the battery problem was nothing to do with them but thankfully so far, they have not put up any fight.

born_again

Complain to Insurance co as it was your co that sorted it. They have a  duty of care here & if not resolved to your satisfaction you can take it to FOS>