Thread: Advice needed on actions against garage/dealership

Originally Posted by bijomaru

Hi everyone. As a new member I came here as I spotted this forum after hours of "googleing" and I do hope I will find some help and advice here.

Apologies for the long story but the more background you have the better advice I might get. And thank you for patience if you are going to read this

Here we go then:

3rd of May I've had an accident. Avoided hitting a car that failed to give me right of way, ended up going over a curb, losing traction and hitting brick wall. The impact triggered fuel cut-off switch, so I wasn't able to starth the car as I didn't know where it is. Left it on the petrol station, in front of which all this has happened. As I hit the wall, other driver drove off as he had not came into contact with my car. CCTV cameras didn't catch the situation so claimed of my insurance. Next day called AA, they found the fuel cut-off switch, and I drove the car back home. Around 2 miles, 15mph, dragging plastic engine cover underneath the car.

Next weekend, 8th or 9th May, garage approved by my insurance company, came to collect the car. Few days later I got a call that estimated repair would be around £6000 and they still need to check few more parts so it might be write off. Eventually I was told it'll be £6500 worth of repairs, but Privilege Insurance agreed to pay that and I will only pay £300 excess. It's a Honda Accord 2.2 i-CTDI, 2006. Looking at the pictures I can't see where this amount came from, but I guess there's more than meets the eye, as insurance company approved it after visit of their evaluator.




They gave me a date when my car will be ready, 9th of June. A month later. I wasn't happy as I need my car to get to customers as I do on-site PC repairs. But accepted the fact, after all it was quite a lot to fix.

3rd of June I called to make sure everything is fine and to ask again if the date hasn't changed. I was told it will be ready for 9th June. OK.

9th June came, I got really excited I am getting the car back. Called the garage to confirm the time of collection. And I got struck

nice lady told me that one part, steering column, went on backorder as Honda couldn't deliver it on time. Shortage, close downs, etc. She asked me to sit down and said the part will be delivered on 17th July. Plus time for fitting and adjustements, equals end of July. Taking the repair into 3 months.

Now I already moved my holidays from June to July, before learning the new delivery date, to 16th. Which is not even when I get my car. And I was going to go by car abroad. But more important, my business became almost non-existent. I cannot do visits, so I am losing customers. My earnings here dropped like 80%.

I have complained to Insurer, they couldn't do anything. Went to garage they directed me to honda dealer that is getting the part for them. Complained to Honda dealer, next day they got back to me saying the put it on a priority list so if the part is made available they will get it.

Almost 2 weeks gone, nothing has moved in the right direction.

I am considering complaining at Honda directly, not dealership. DOes it make sense, can I win here anything or gain? What about the losses I incurred due to the back order? Sureyl big manufacturer like Honda should have parts available in case they are needed for repair. These cars are quite often seen on streets, at least here in Swindon, so they must be quite popular.

So any advice on what to do next, where to go/write/call is most welcome. I will appreciate any comments.

Thanks everyone for spending 10 minutes reading this post.

Sorry to hear of your problems, with regards to the cost of the repair, i wouldnt like to speculate as i have not seen it personnaly, but the cost does seem to be exagerated, at least you have got pictures if you decide to contest the cost, or make your insurer aware of this matter as it is them who are paying for the repair.

As the accident is classed as your fault you would only be entitled to a courtesy car for a maximum of 14 days and also depending on the wording in your insurance policy, have you had a courtesy car through your insurance company ?

I would certanlly complain to the bodyshop concerned with this matter, give them a timescale to repsond, also request a courtesy car of some sort to keep you mobile, if the parts are on back order, the bodyshop / dealer would be able to claim the cost of this back off the manufacturer.

If they unwilling to resolve the matter for you escalate the matter with there head office, also inform your insurance company of the problems you are experincing, they might intervene with a resolution for you.

Hope you get things sorted, keep us informed.

Originally Posted by bijomaru

Hi. Thanks for your response. I advised the insurance company that the costs seem not reasonable for me as for the visual judgment and the fact I drove the car back home without any mechanical problems.

Courtesy car is an option on my policy and I didn't take it when I have purchased it so would have to pay for one now. I spoke to the garage regarding this matter and they said after contacting Privilege, I will not get a courtesy car as I am not entitled to it.

Also they put all the blame on Honda not sticking to the original delivery date for that one particular part.

In that event i would contact the bodyshop tomorrow, i pressume a courtesy car would help you out a great deal, request this, also mention about your work and the loss of earnings your experiencing.

If there still reluctant to help contact Honda direct, explain all of your problems etc and you need to be mobile, if they inform you that no courtesy cars are available, ask them to out source one for you, they have a contract with Enterprise Rent a Car, this rental firm supply all of Hondas overflow problems.

Ive just found these details for you

Honda Customer Contact Centre : 0845 200 8000.

Honda (UK)
470 London Road
Slough
Berkshire
SL3 8QY

This email contact for Honda was active last month, so may be of help to you also :

customer.servicecars@hond a-eu.com

Originally Posted by bijomaru

Thanks guys. I'll give another call to the garage tomorrow. If no luck I will call Honda. I've got the part order number from the dealership, so they should be able to see it's been on order since early may and the estimated delivery date.

Also I was thinking, knowing from experience in working for financial institution dealing sometimes with complaints, would it be a good idea to write something more formal or should I try calling first?

I always try to keep things in writing, in your case it depends if you intend to pursue for your loss of earnings etc, i am sure after your call tomorrow this matter will progress in your favour !

Keep us informed of developements, good luck.

Originally Posted by bijomaru

Called Honda at the number you gave me. After explaining the whole situation, they got back to me about half an hour later. The part "steering rack" is being shipped from Japan. Estimated time of delivery is 8th July. So over a week quicker than originally. Not brilliant but still would be good if they can keep up with it and get the car ready for 16th.

I called them later asking about courtesy car, but as this was not a fault but accident, they cannot offer me a car for the time of waiting.

Is there anything else I can do or is it now just waiting?

TBH, it does sound tricky, if i was in your position i would exaust all the complaint channels, if still no joy, i would threaten them with the small claims court, i would hire a car and forward them the receipt for the amount paid, this may make them worried and they might back down and offer you transport on the other hand you might have to call there bluff and submit a county court claim.

Other posters more up to speed on this procedure may be able to assit you, what ever you decide, good luck.