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J4mes |
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J4mes World Chat Champion
Joined: 18 Mar 2011 Karma :
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Posted: 13:31 - 23 Jan 2018 Post subject: How to approach emailing a company director (complaints) |
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After a bit of advice really,
Back in May 2017 my caravan was damaged by a company who fitted new tyres to it and then left the wheel nuts loose on one wheel. This resulted in the wheel coming off while traveling at 30mph and doing a fair amount of damage.
They accepted liability, passed to their insurers in July and so the process began.
Fast forward to November, it's in for repair it a place of my choosing - great.
Now, the insurers are haggling about the alloy wheels. As the van is a 2007 model, the style of alloy fitted is unavailable and the original is damaged beyond reasonable repair.
So they repairers quoted for 4 new alloy wheels.
This was at first argued by the insurers stating that it would be fit to be returned to me with a mismatched alloy - Bollocks.
They have relented on this after MUCH anger and delay, but are now trying to claim that the undamaged alloys (3) are worth £200 and they want to knock this off the value of the claim.
I have emailed them with evidence (from ebay sold items) to show that in reality they are probably worth no more than £60 as the insurers requested that my original new tyres were refitted to my new wheels - which was fair enough.
Now, 4 weeks later, I still have not heard anything.
I call twice a week, I am never able to get hold of my claim handler, I don't receive any email updates or returned calls.
The last straw was on Friday when upon yet again finding my claims handler unavailable, I asked to speak to the manager (who was not available) then that persons manager only to be told they were unable to do that.
I asked to be guaranteed that I be called back by the end of business that day, and was not.
Obviously now it is past midday on Tuesday and I have heard nothing.
So I have dug up a current company directors email and phone number.....so, how to I go about it?
Please keep in mind that we used our caravan for 9 family holidays/ weekends away in 2016 and had no chance to use it at all in 2017 due to the delays in getting the authorisation to have the repairs completed.
This is not a massive claim, sub £4K all in, so I cannot fathom why its been such a pig to sort.
All advice/comments welcome!!
Last edited by J4mes on 16:36 - 26 Jan 2018; edited 1 time in total |
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stinkwheel |
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stinkwheel Bovine Proctologist
Joined: 12 Jul 2004 Karma :
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Posted: 13:35 - 23 Jan 2018 Post subject: |
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I'll dive in before Roger does.
Stop phoning. Don't email.
Written complaint (titled as such), keep a copy and proof of posting. -> Letter Before action. -> Small claims court.
Summons on the doorstep in their name usually galvanises THEM into hassling their insurer, it shouldn't be your job. ____________________ “Rule one: Always stick around for one more drink. That's when things happen. That's when you find out everything you want to know.”
I did the 2010 Round Britain Rally on my 350 Bullet. 89 landmarks, 3 months, 9,500 miles. |
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Rogerborg |
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Rogerborg nimbA
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stephen_o |
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stephen_o Spanner Monkey
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Wonko The Sane |
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Wonko The Sane World Chat Champion
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arry |
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arry Super Spammer
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arry |
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arry Super Spammer
Joined: 03 Jan 2009 Karma :
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Posted: 19:37 - 23 Jan 2018 Post subject: |
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Turns out not one of mine, phew
Right, so let's get down to brass tacks. The caravan was, prior to the incident, rocking 4 matching wheels - that's exactly the standard it should be repaired to.
It's a bit like having a door repaired on a car and the insurer saying well we got you a door but it's blue and your car is red, but it's functional so therefore we're done here. Not a chance.
As for the other wheels, they're effectively trying to force their salvage onto you as your responsibility. You don't want 3 spare wheels and they're not your problem.
Typical junior handling overthinking of the liability position. They've cost themselves more to administer the claim than they've saved in the outlay. Ridiculous. |
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iooi |
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iooi Super Spammer
Joined: 14 Jan 2007 Karma :
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Posted: 19:47 - 23 Jan 2018 Post subject: |
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Forget the letter before action...
Ins is regulated by FCA
Just raise the complaint on the phone/email/letter, does not have to be with your handler. Failure to log it will cost them £££....
If they can't resolve in 8 weeks, or before if they issue a deadlock letter. You have the right to go to the FCA and get a ruling. That will cost them far more than £200.
But why are they charging you for the wheels. Surely they will be keeping the old ones. ____________________ Just because my bike was A DIVVY, does not mean i am...... |
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- Super Spammer
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Skudd Super Spammer
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J4mes |
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J4mes World Chat Champion
Joined: 18 Mar 2011 Karma :
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Posted: 17:57 - 24 Jan 2018 Post subject: |
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Thankyou for all the responses
I took advice from other sources too, and as a result last night I emailed the CEO of the firm. Only because that is direct, quick action - it lands on the CEO desk in the morning and she hands it off straight away to be resolved - I hope.
9am this morning I had a response from their PA saying they would look in to it.
15.00 I've had a phonecall from their senior claims manager telling me he will respond within 24 hours.
Next step, complaint/letter before action if not resolved satisfactorily by the end of this week.
Mpd - there are sets on ebay, not the same as mine though and to be honest why should I fuck around buying unknown wheels off ebay when the insurance should buy me a full new set?
Skud/ iooi - I explained to the insurance company that they were welcome to collect the undamaged wheels and sell them to recoup their costs, but surprise surprise, they did not want to follow this course of action....
Arry - I tried to explain to them that if their own car came back with a yellow door and their car was black they'd go fucking bananas, but they trotted out the same phrase - "it is not company policy/not covered by the insurance policy" etc etc.
Wonko - I am planning on taking them for compensation, but want to have the whole thing done and dusted so I can tot up the total loses/outlay/stress/loss of family time etc |
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Rogerborg nimbA
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J4mes |
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J4mes World Chat Champion
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J4mes |
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J4mes World Chat Champion
Joined: 18 Mar 2011 Karma :
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Posted: 23:19 - 24 Jan 2018 Post subject: |
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Used alloys has not been discussed or offered. The insurance company have already agreed to buy 4 brand new alloys, the sticking point is the salvage value of the old alloys and who takes ownership of them, as well as the time its taking to decide.
No luck required in securing 4 brand new alloys. Just plenty of moaning and time.
So pipe down |
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Rogerborg nimbA
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LustyLew World Chat Champion
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Wonko The Sane World Chat Champion
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stevo as b4 World Chat Champion
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- Super Spammer
Joined: 22 Oct 2013 Karma :
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Posted: 17:43 - 25 Jan 2018 Post subject: |
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Wonko The Sane wrote: |
because they can't get a matching single wheel, |
They can, just not a brand spanking new one. A good condition replacement would be replacing like for like.
I really can't see it worth bothering over if you get the caravan back exactly as was.
If a set of 4 are demanded, whatever wheels are put on it, will not be original, so could effect the value a lot more than replacing a second hand correct wheel with another second hard correct wheel. ____________________ TZR250 2MA road, TZR250 1KT road, TZR250 2MA race, TDR250, YZF-750R Boost colours.
Jaguar S Type 3.0 V6 Sport R, VW Transporter T5 GP LWB Shuttle 140ps DSG. |
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Rogerborg nimbA
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Old Thread Alert!
The last post was made 6 years, 86 days ago. Instead of replying here, would creating a new thread be more useful? |
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