austen_wrx

Direct line have had my car for nearly 13 weeks, 2 parts are required to finish the job (rear seat and centre console), i am so peed off with waiting that i have said i will take the car now with the 2 damaged parts fitted, with the understanding that when the parts come back in from back order that i will take the car back to get them fitted. They have agreed to this and i can get the car back tomorrow, but they want the £400 excess before they will release the car. I am a bit reluctant to do this as i have no idea when the parts will come (if ever!!), is there anything else i can do t pressure them into releasing car without paying the excess (or some of it in proportion to the cost of the new parts)

Just as a final nail in the coffin, they have now gone back on the initial price (given on the phone) of £198 for 2 new Goodyear F1's and now they are fitted, they are charging me £235!!

I fecking hate Direct Line!!!!

Pixxie

The excess is paid to the repairing garage...NOT the insurance company. it is a standard requirement for any garages on releasing the car that the excess has been paid in full or they can keep the car!!

Subaru parts are slow esp if need to be imported!

Once the repair has been compleated , write a letter of complaint re their non cooperation and tyre pricing issues (and anything else) stating that up to now you have been impressed but due to this you will not be considering renewal and you may get some compensation......better than a kick in the teeth!

Good Luck

austen_wrx

i've already tried the "I'm not impressed and will consider finding insurance somewhere else" line, which was meet with a "well thats your choice sir". Thanks for nothing Direct Line! The customer service has been awful, and a complete unwillingness to find a compromise! The repair centre is Direct line accident management centre and the only work is does is Direct line insurance claims, so when they turn round one minute and say they are nothing to do with direct line, the the next they say they are part of the same group, it all starts getting a bit confusing and conflicting!

2 lessons learnt from my expierence:-

1. Do not use Direct line
2. Never use an insurance companies repair house. I so wished i had gone to a subaru specialist!!

Pixxie

OH DEAR- I'd still complain in writing (if you can be bothered)- this means it will be seen by customer relations not a call centre op.

austen_wrx

I've already lodged a complaint with the complaint line, they called me back and were totally uninterested or helpful

Should be getting it back tonight, so at least i can enjoy driving it again!