Who's liable to pay compensation - garage / insurance/fleet company

Cris74

I am leasing a car via salary sacrifice , through a very well known Fleet Company.
In December 2024 I hit a pothole, which damaged my left hand side front alloy. I have paid the excess to have the alloy replaced by the insurer's approved garage.
The car had tyres replaced, and even with a dented alloy was driving perfectly fine.

Car was taken to the garage to have the alloy replaced on 04.02.25, I had to call to find out what is the progress and been told that the alloy is on the site but incorrect tyre delivered and next day should be done. Called next day , to be told that the wheel alignment wouldn't be done until Monday the 11.02, I queried if I can have my car back until then as no point to be keep at the garage. They agreed , and we picked up the car as it was initially , and decided to drop in off on Monday 11.02.2025.

11.02.2025 car was drop off at 9 am for alloy change, tyre and  wheel alignment to be done same day. At 4pm , I called the garage as I haven't hear anything all day , just to be told that wheel alignment will happened the day after as their 3rd party supplier were very busy (despite the appointment was done a week prior).

This is all I have been told is need, just to find out later on that  , the garage said to the insurer a lot of other parts needed replacing (steering rack...)

They even send an estimate of £6000 including parts and work time for this to the insurance company, which they accepted.

ON 12.02 the wheel alignment was done, my partner picked up the car at 3pm (than when supposedly was ready, despite the actual process was done by 11 am). On his way home he realised that the car was veering to the right.

Called the garage, they asked us to take the car to a different place to have another wheel alignment done. Booked another one done on 14.02.

2nd garage tried to do the wheel alignment, the gentlemen in there said that even he put all the weights in car  he couldn't bring the suspensions down in tolerance to performed the alignment, did something on the computer to produce a report.

Car's been driven home after, veering to the left.

I asked the Insurance to arrange to the the car to the dealership, which they agreed. Big surprise to find out , that , NO PARTS were replaced, what so ever, but still after the 3rd wheel alignment the car still driving straight. 
We tried a 4th, and no long ago a 5th wheel alignment, (days for each we had to take time off), but it doesn't seem to able to identify why the issue persist.

The approved garaged complaint to the insurance company that I was being harassing them and rude oved the phone, but they couldn't provide any back up to their claim.
Nevertheless, the insurance company, before investigating that claim, decided to send me a email threating me that I will be reported to the Fleet company for my behaviour (?????).

As I am working for NHS trust, I got all upset over this matter, and tried to contact the person who wrote the email and discuss the issue.

The insurance company complaints officer sent me an email afterwards , accepting that the wording in the email and the approached wasn't the best one , and that have updated their policy so no such event will happened again. He blame it on the state of health of the person who wrote the email.
There were half hearted apologise.

As the car is still not driving as it should, I decided to ask for compensation on my time loss, and also for the anguish and aggravation this matter imposed on me .

The insurance company decided that all the aggravation and time off was worth £75, I haven't accepted..

I just wonder if anyone else had experience something similar, and how have they handle it?

When I spoke with the fleet company ,as they decided to be a mediator in this??,they said that the garage is responsible, but from where I stand I think is their fault + insurance

Looking for some pertinent advice

Many thanks

DullGreyGuy

Cris74 said:

I am leasing a car via salary sacrifice , through a very well known Fleet Company.
In December 2024 I hit a pothole, which damaged my left hand side front alloy. I have paid the excess to have the alloy replaced by the insurer's approved garage.
The car had tyres replaced, and even with a dented alloy was driving perfectly fine.

Car was taken to the garage to have the alloy replaced on 04.02.25, I had to call to find out what is the progress and been told that the alloy is on the site but incorrect tyre delivered and next day should be done. Called next day , to be told that the wheel alignment wouldn't be done until Monday the 11.02, I queried if I can have my car back until then as no point to be keep at the garage. They agreed , and we picked up the car as it was initially , and decided to drop in off on Monday 11.02.2025.

11.02.2025 car was drop off at 9 am for alloy change, tyre and  wheel alignment to be done same day. At 4pm , I called the garage as I haven't hear anything all day , just to be told that wheel alignment will happened the day after as their 3rd party supplier were very busy (despite the appointment was done a week prior).

This is all I have been told is need, just to find out later on that  , the garage said to the insurer a lot of other parts needed replacing (steering rack...)

They even send an estimate of £6000 including parts and work time for this to the insurance company, which they accepted.

ON 12.02 the wheel alignment was done, my partner picked up the car at 3pm (than when supposedly was ready, despite the actual process was done by 11 am). On his way home he realised that the car was veering to the right.

Called the garage, they asked us to take the car to a different place to have another wheel alignment done. Booked another one done on 14.02.

2nd garage tried to do the wheel alignment, the gentlemen in there said that even he put all the weights in car  he couldn't bring the suspensions down in tolerance to performed the alignment, did something on the computer to produce a report.

Car's been driven home after, veering to the left.

I asked the Insurance to arrange to the the car to the dealership, which they agreed. Big surprise to find out , that , NO PARTS were replaced, what so ever, but still after the 3rd wheel alignment the car still driving straight. 
We tried a 4th, and no long ago a 5th wheel alignment, (days for each we had to take time off), but it doesn't seem to able to identify why the issue persist.

The approved garaged complaint to the insurance company that I was being harassing them and rude oved the phone, but they couldn't provide any back up to their claim.
Nevertheless, the insurance company, before investigating that claim, decided to send me a email threating me that I will be reported to the Fleet company for my behaviour (?????).

As I am working for NHS trust, I got all upset over this matter, and tried to contact the person who wrote the email and discuss the issue.

The insurance company complaints officer sent me an email afterwards , accepting that the wording in the email and the approached wasn't the best one , and that have updated their policy so no such event will happened again. He blame it on the state of health of the person who wrote the email.
There were half hearted apologise.

As the car is still not driving as it should, I decided to ask for compensation on my time loss, and also for the anguish and aggravation this matter imposed on me .

The insurance company decided that all the aggravation and time off was worth £75, I haven't accepted..

I just wonder if anyone else had experience something similar, and how have they handle it?

When I spoke with the fleet company ,as they decided to be a mediator in this??,they said that the garage is responsible, but from where I stand I think is their fault + insurance

Looking for some pertinent advice

How do you expect them to "investigate" the garage's complaint about you if they do not have call recording? I can tell you the outcome of any "investigation" now, they'll say you were unpleasant over the phone, you'll say you weren't.  One persons word against the other. 

So 5 wheel alignment attempts from how many garages? From what I can tell it's at least 3 different places including the main dealers but you dont say who did the last 2? 

I'm no mechanic to be able to guess what may be the cause but the fact at least 3 garages have been unable to resolve it does point to it being an obscure or complex problem which isnt the fault of the insurers. Similarly when you asked to go to the main dealer that then become your choice and so your problem that they couldn't correct it. £75 compensation doesnt seem unreasonable especially since you switched to your own choice of garage. 

Mildly_Miffed

There's one thing that really doesn't add up here...

If the steering rack etc weren't changed, then why did the car go from driving true to pulling?

Multiple wheel alignments won't do anything about a rack that's been misaligned on fitting, or a column that's been misaligned to the rack.
If the ride height is too high, then the correct alignment figures may well be out of range.
What car is it? Does it have air suspension or similar? If so, then the ride height may well be off if the sensors haven't been properly calibrated. But you'd think that a main dealer would easily diagnose and resolve that.

I can easily believe that your frustration is coming out in the various phone calls - and that that could easily be perceived as aggression towards the person on the other end, despite not being your intent. Without a recording, though, it's not going to go anywhere.

Quite what the identity of your employer has to do with any of this, I'm not sure, except insofar as the car is leased through a salary sacrifice scheme.

Cris74

DullGreyGuy said:

Cris74 said:

I am leasing a car via salary sacrifice , through a very well known Fleet Company.
In December 2024 I hit a pothole, which damaged my left hand side front alloy. I have paid the excess to have the alloy replaced by the insurer's approved garage.
The car had tyres replaced, and even with a dented alloy was driving perfectly fine.

Car was taken to the garage to have the alloy replaced on 04.02.25, I had to call to find out what is the progress and been told that the alloy is on the site but incorrect tyre delivered and next day should be done. Called next day , to be told that the wheel alignment wouldn't be done until Monday the 11.02, I queried if I can have my car back until then as no point to be keep at the garage. They agreed , and we picked up the car as it was initially , and decided to drop in off on Monday 11.02.2025.

11.02.2025 car was drop off at 9 am for alloy change, tyre and  wheel alignment to be done same day. At 4pm , I called the garage as I haven't hear anything all day , just to be told that wheel alignment will happened the day after as their 3rd party supplier were very busy (despite the appointment was done a week prior).

This is all I have been told is need, just to find out later on that  , the garage said to the insurer a lot of other parts needed replacing (steering rack...)

They even send an estimate of £6000 including parts and work time for this to the insurance company, which they accepted.

ON 12.02 the wheel alignment was done, my partner picked up the car at 3pm (than when supposedly was ready, despite the actual process was done by 11 am). On his way home he realised that the car was veering to the right.

Called the garage, they asked us to take the car to a different place to have another wheel alignment done. Booked another one done on 14.02.

2nd garage tried to do the wheel alignment, the gentlemen in there said that even he put all the weights in car  he couldn't bring the suspensions down in tolerance to performed the alignment, did something on the computer to produce a report.

Car's been driven home after, veering to the left.

I asked the Insurance to arrange to the the car to the dealership, which they agreed. Big surprise to find out , that , NO PARTS were replaced, what so ever, but still after the 3rd wheel alignment the car still driving straight. 
We tried a 4th, and no long ago a 5th wheel alignment, (days for each we had to take time off), but it doesn't seem to able to identify why the issue persist.

The approved garaged complaint to the insurance company that I was being harassing them and rude oved the phone, but they couldn't provide any back up to their claim.
Nevertheless, the insurance company, before investigating that claim, decided to send me a email threating me that I will be reported to the Fleet company for my behaviour (?????).

As I am working for NHS trust, I got all upset over this matter, and tried to contact the person who wrote the email and discuss the issue.

The insurance company complaints officer sent me an email afterwards , accepting that the wording in the email and the approached wasn't the best one , and that have updated their policy so no such event will happened again. He blame it on the state of health of the person who wrote the email.
There were half hearted apologise.

As the car is still not driving as it should, I decided to ask for compensation on my time loss, and also for the anguish and aggravation this matter imposed on me .

The insurance company decided that all the aggravation and time off was worth £75, I haven't accepted..

I just wonder if anyone else had experience something similar, and how have they handle it?

When I spoke with the fleet company ,as they decided to be a mediator in this??,they said that the garage is responsible, but from where I stand I think is their fault + insurance

Looking for some pertinent advice

How do you expect them to "investigate" the garage's complaint about you if they do not have call recording? I can tell you the outcome of any "investigation" now, they'll say you were unpleasant over the phone, you'll say you weren't.  One persons word against the other. 

So 5 wheel alignment attempts from how many garages? From what I can tell it's at least 3 different places including the main dealers but you dont say who did the last 2? 

I'm no mechanic to be able to guess what may be the cause but the fact at least 3 garages have been unable to resolve it does point to it being an obscure or complex problem which isnt the fault of the insurers. Similarly when you asked to go to the main dealer that then become your choice and so your problem that they couldn't correct it. £75 compensation doesnt seem unreasonable especially since you switched to your own choice of garage. 

Thank you for your input, regarding the first issue about the phone conversations, the garage initially told the insurer that  they have recordings, just to admit afterwards that they actually don't have them.
There is a point in my very long post, apologise, where I said that the car was driving fine with a dented alloy, replacing the alloy and a wheel alignment shouldn't have present such a problem?

The garage of my 'choice' was requested after 2 attempts of using their approved garage, I just wanted an independent input rather the same people dragging on. 

My actual point is who is responsible in this matter, as it seems nobody wants to own it?

Cris74

Mildly_Miffed said:

There's one thing that really doesn't add up here...

If the steering rack etc weren't changed, then why did the car go from driving true to pulling?

Multiple wheel alignments won't do anything about a rack that's been misaligned on fitting, or a column that's been misaligned to the rack.
If the ride height is too high, then the correct alignment figures may well be out of range.
What car is it? Does it have air suspension or similar? If so, then the ride height may well be off if the sensors haven't been properly calibrated. But you'd think that a main dealer would easily diagnose and resolve that.

I can easily believe that your frustration is coming out in the various phone calls - and that that could easily be perceived as aggression towards the person on the other end, despite not being your intent. Without a recording, though, it's not going to go anywhere.

Quite what the identity of your employer has to do with any of this, I'm not sure, except insofar as the car is leased through a salary sacrifice scheme.

Mildly_Miffed said:

There's one thing that really doesn't add up here...

If the steering rack etc weren't changed, then why did the car go from driving true to pulling?

Multiple wheel alignments won't do anything about a rack that's been misaligned on fitting, or a column that's been misaligned to the rack.
If the ride height is too high, then the correct alignment figures may well be out of range.
What car is it? Does it have air suspension or similar? If so, then the ride height may well be off if the sensors haven't been properly calibrated. But you'd think that a main dealer would easily diagnose and resolve that.

I can easily believe that your frustration is coming out in the various phone calls - and that that could easily be perceived as aggression towards the person on the other end, despite not being your intent. Without a recording, though, it's not going to go anywhere.

Quite what the identity of your employer has to do with any of this, I'm not sure, except insofar as the car is leased through a salary sacrifice scheme.

Mildly_Miffed said:

There's one thing that really doesn't add up here...

If the steering rack etc weren't changed, then why did the car go from driving true to pulling?

Multiple wheel alignments won't do anything about a rack that's been misaligned on fitting, or a column that's been misaligned to the rack.
If the ride height is too high, then the correct alignment figures may well be out of range.
What car is it? Does it have air suspension or similar? If so, then the ride height may well be off if the sensors haven't been properly calibrated. But you'd think that a main dealer would easily diagnose and resolve that.

I can easily believe that your frustration is coming out in the various phone calls - and that that could easily be perceived as aggression towards the person on the other end, despite not being your intent. Without a recording, though, it's not going to go anywhere.

Quite what the identity of your employer has to do with any of this, I'm not sure, except insofar as the car is leased through a salary sacrifice scheme.

I am not an expert in cars by any means, just trying to find out some info, and how people being in the same situation would handle it.
The car is an electric BMW I4, by reading on the internet (not always the best choice )  if the steering rack is somehow slightly adjusted  might impact on everything else. Again, just my 'understanding'
As you said , the main dealer should have picked up on this but it doesn't seem that was that obvious

Many thanks again for your input

DullGreyGuy

Cris74 said:
The garage of my 'choice' was requested after 2 attempts of using their approved garage, I just wanted an independent input rather the same people dragging on. 

My actual point is who is responsible in this matter, as it seems nobody wants to own it?

And thats fine, and understandable potentially, but your ability to complain to your insurer about a garage you've chosen (for whatever reason) and their failure is very week, you are generally better off going with a different garage in the insurers network so that they are still responsible for the garages actions and failures. 

You didn't answer who did attempt 4 and 5? 

Mildly_Miffed

Cris74 said:

The car is an electric BMW I4

So, yes, it does have height-adjustable air suspension - but only on the rear. But it may well have electronically controlled dampers, which may also play a part.

Because of the level of tech involved here, a main dealer is definitely the right place for it. But that's obviously going to bring a very high hourly labour rate, and very high parts prices.

Who's to blame? I doubt you'll ever be able to point a finger with any certainty, due to the number of people who've been in there now.

400ixl

I would be telling the lease company that I wanted the car taken and not returned until it is fixed with a replacement vehicle being made available for that period.

If attempts to align the wheels using the adjustable elements such as the track rod ends then it is likely that some other suspension and steering components have been bent and need replacing. Typically upper or lower wishbones, shocks, steering racks etc. All easy enough for a competent garage who are not being rushed to get the car back to you the same day.

Mildly_Miffed

400ixl said:

I would be telling the lease company that I wanted the car taken and not returned until it is fixed with a replacement vehicle being made available for that period.

Given that the root cause of these problems are insurance repairs to collision damage, the one thing we can say with certainty is that this is NOT the lease company's problem.