The only way to resolve issues is by communication
F.A.O.
Martin Isaac
Operations Director
Car date of incident 22nd July car picked up 0n the 23rd
Repaired? Returned on the 13th September.
Me to my insurance company, you are aware of the of problems I encountered when I made inquiries about when I could expect my car back I was told that my car would be ready on two different dates, both of which were changed. This repair took 52 days, I cannot imagine how long it would have taken had this been a major repair.
I had no communication whatsoever from the time my car went in for repair, until I phoned R.S.A., I did not get any update on the cars progress nor was I told that the parts that were put on order were delayed, nor that they were only ordered when the car went to the paint shop and they decided that the repair was not good enough, and ordered the parts they needed, This was what ROB said to me, there was a series of lies told, and only when I involved R.S.A. did I get my first communication with this company. R.S.A. told me that the parts had been put on a back order, and there was a problem with delivery, I find it hard to fathom out that a company that works on R.S.A s behalf can be so disorganised and ill informed.
So now comes the part that really gets to me, I got my car back and had to take it to Renault to have the management systems reset as the add-blue light stayed on, they must have missed the message that tells you to fill it up now, no worries these things can happen, I fill up the add-blue, start to clean my car, only to find that the repair that had been done was not as it should have been. As I got to the repaired part and pressed hard on it as there was a stubborn bit of dirt, I found that the area at this part of the car was moving, and there was nothing holding the bumper to the main bodywork it was loose, I was quite surprised at this. Why was this let out of repair shop like this?
So, I phoned R.S.A who tell me not to worry the work is guaranteed for a year, and I was to phone the garage, which I did, the man I spoke to asked me to take my car up on the Monday I said no, he said Tuesday I said no again as I had things to do on both days, he then said that he would pick my car up on the Wednesday great I said, but do you have a courtesy car for me, no he said, I then suggested that we arrange a date when there was a car available,and we could swop cars easy I thought. not so.
I heard nothing in more than a week, so I phoned R.S.A. again and told them that they had not been in touch, R.S.A. phoned the garage to find out what was happening, as they were on the phone to the garage, the garage phoned me saying that they had a car and would pick my car up on Tuesday, Rob said we will be there at 08-00, get your car in, and get it back the same day, all set I thought, wrong first of all 08-00 came and went, 09-00 came and went, 10-00 came and went, so at 10-50 I phoned the repair shop, the man I spoke to Rob said that they had taken the wrong job out first thing that morning, and they should have been at my house, some time ago, then he asked me if they were there, wow, I said NO this was the reason for my call, I hung up on the man, about 20ish minutes later they turn up, 11-10 three hours 10 minutes late. No explanation was given, and I said that they were supposed to have been here at 08-00 this morning, no answer.
We switch cars after an inspection of both, the two guys get in my car and drive away, you would think that all would be good, wrong again, I go to move the courtesy car and find that the refill light is on telling me to fill up the car, so I phone the workshop again get the same man Rob who assures me that he gave instructions for the men to put fuel in the car, again I told him the car needed refilling, again he said he told them to put fuel in, I left a pregnant pause and said nothing, he then asked me what I wanted to do, what he meant by that I do not know, he then said, would you like your car back I told him yes I would, saying that when things could be organised we would try again, the two guys came back with my car, and asked them, did he tell you to put fuel in the car? they said yes, that they had tried three garages on route to my home and all were out of fuel, so I assume from this, that they expected me to go and try to find fuel with an empty tank at a time when garages were out of fuel,owing to this shortage in delivery. If they had tried the garage 300 meters from my door they would have got fuel. Wow if there is anyone that thinks that is acceptable please let me know.
The two men who brought my car back took photos of what was wrong with repair, and left. I have since been in touch with the repair shop and sent them video and photos, spoken to the same man who said that as soon as they decided what parts they needed they would put them on order, this was to be decided by the workshop personal, he told me when he had ordered and received the parts, they would be in touch.
I wait which baited breath.
Dissatisfied customer
Ron
October 1, 2021
Unprompted review
