Complain to their Regulator The Institute of the Motor industry
As you can see from the thousands of 1 star reviews on Google, thousands of 1 star reviews on Trustpilot here which was used as evidence the investigation by the IMI, Mr Thomas of ACE is anything but reliable or capable of providing reasonable customer service.
Should you find yourself in this position contact their regulator The Institute of the Motor industry tel (0)1992 511521, they are independent and can investigate complaints against Mr Thomas, not surprisingly Mr Thomas will not make you aware of this.
I did this under their complaints about professional standards. Despite the IMI being provided with the thousands of complaints on Google reviews and Trustpilot they did not consider it gross misconduct so he was not suspended or struct off. However they have told me this is only because mine was the first complaint they had received, why they prioritise this over thousands of bad reviews I can't understand and they won't explain.
However they said if they receive more complaint he will likely have his membership terminated. so if you are one of those that were treated in the same way as me please raise a complaint with the IMI. tel (0)1992 511521
The IMI did write to him stating he had breached their professional standards so the complaint was upheld against him, this I reviewed today.
Graham Thomas inspected my car which he stated had a fault due to a design flaw / fault due to Porsche faulty manufacturing. It took weeks to get him to produce the report, and when asked to follow through and provide a response to Porsche trying to belittle in competence and impartiality Mr Thoms would not respond despite many request by text email and phone.
He and his firm would not investigate a complaint against their poor service.
He continued this refusal to communicate with a large law firm after making appointments he would not attend or meet and request to do so.
He even told a senior member of the IMI that he would communicate and then refused to, so they saw it first hand.
The whole point of getting a report from ACE was to get them to represent me and the law firm in court, otherwise his report is useless.