Having a nightmare with XXXXXX Group..... Been with the group 3 years, paid around six grand in insurance!

Last August, a lorry wrecked the back of my car and drove off. XXXXX sent the car to an approved repairer in NW London.

May as well have had saloon doors on the place and tumbleweed blowing around!!!!!

They had the car near on seven weeks, all sorts of excuses, turns out they couldn't source a simple speedline wheel and had not told me (when they told me, I found one through scoobynet that day and it was delivered the day after) and then fitted two days after that!!!!

When I eventually got the car back, there was extra damage to the car.

The boot lid was chipped and scratched as if it was opened against a low ceiling. Flecks of white paint all over my paintwork. The rear windscreen hadn't been resealed. The new wings hadn't been sealed. The passenger door was loose. The passenger window controls were hanging out of fixing. Clips and covers were missing from interior lining. The lining wasn't fitted properly, and fingerprints were all over the interior. As a result, my CD changer got damp from lack of seals in boot and is now fecked and I lost two months of using the car over the summer. There were a few other things too..........

I finally got the new damage repaired by a reputable garage and the insurance coughed for it, but that was after months of trying to find a garage that could be bothered to do the work.

Obviously the Sheriff and his possee in NW London wanted to repair it, saying the damage would have been spotted IF THEY HAD HAD CHANCE TO VALET THE CAR BEFORE RETURNING TO ME!!!! I didn't want to lose the car for another two months!!!!

Cutting to the chase, I feel it is disgusting that I have had to pay in the region of fifteen hundred pounds insurance this year, three hundred and fifty pounds excess, and endure all this sh1te! So since Spetember, I have been trying to get some form of apology and hopefully a refund of my excess at least.

The original woman dealing is on maternity leave, the replacement resigned, now I'm just being plain ignored! I email, fax and phone on a regular basis but to no avail. Short of heading down there...........

I'm going to contact them tomorrow with a last chance before I go to the Financial Ombudsman. Also, my policy is up for renewal at the end of Feb (suspect they will try to ignore me until policy expires) and my NCB is up in smoke...........

Anybody have any hints, tips, advice or any thoughts on what I should demand from them?

Apologies for length of thread!!!!

 

you will be lucky tbh to get anything. the insurer does not actually need to. so the financial obudsman will just say **** off and deal with it with the insurance company. make sure you speak to the complaints dept as normal center workers wont be able to do much. also, speak to citezens advice to see if there is any legal recource.

They should cover your cd changer as well. good luck tho!

 

i know ita horrible but you only really stand a chance if you go to pick the car up and refuse to take it away

its also worth noting that you are entitled to send it anywere you choose to be repaired within reason

its not all horror stories my mums little fiesta was wrote off last year and seing as i work in a bodyshop lol i went with her to collect it can honestly say was impressed all bar one teeny run which wasnt worth complaining about, that was picador's in southampton by the way, the bigger and posher the company the more chance you stand of getting somewere if things go **** up, well more of a chance than some cowboy under the arches unit anyway lol


however sorry i cannot help you on your situation but atleast your carss orted now put it behind you down to experiance and remember next time should you ever be unfortunate enough to have another bang

 

Try the "insurance ombudsman" http://www.financial-ombudsman.org.uk/, they are an independant governing body for all insurers worth their salt and will give impartial advice.

Don't ring xxxxxxx anymore get writing and send any mail via registered post so that if they claim non-receipt of your correspondence you can provide date / time and signature of the person who received it.

In your correspondence detail all the contact you have had with xxxxxx insurer, the faults with your vehicle, the length of time rectification work has taken etc.

Clearly indictae what form of compensation / gratuity payment you are looking for, in order to avoid any confusion. Clearly and constructively let them know you are not happy with the service you have received both from them and their approved repairers.

Hope this helps - it worked for me when I had a major problem with my home insurance provider.

Regards

GB

 

I have had run ins with bodyshops over they years.

I also worked at/in one one summer sio know a few things.

When you collected the car did you sign for it, chance are you signed to say the repair are of a satisfactory standard - even so you could argue though.

Never sign for a car unless it is right/perfect/you are willing to accept it as it is. If it is not the note all the problems BEFORE you sign for it or do not sign for it.

Go around the car with the manager or such to inspect it when you collect it.

If it is filthy (and this is an old trick) then ask them to get it cleaned, it should only take 5-10 mins to pressure wash and leather down.

when you go around the car make a note of all the faults.

If your insurance co reccommended the bodyshop contact the ins co by phone and follow up with a letter to them and the bodyshop.Just keep pestering away at the ins co to sort it. it wa their reccommendation and the car should be repaired to a high standard.


If you have taken the car way then found fault staright away like within say 24 hours then take iut up immediately with the bodyshop and ins co.

After that you could say the damage could have been anyone however the overspray is much more down the the bodyshop and they should sort it.

Good luck, keep a calm head and just keep at them both. Ask for the MD's name at the bodyshop and the director of customer services at the ins co and write to them both.