Re: FW: Voyager

Dear Jamie, 

I have tried to contact Lee, but he does not respond.  I feel that everybody just want's shot of this and I am the one that is left with a part missing from my car.

I have never asked for a written apology, just an acknowledged that the car was returned in an unsafe condition.  And for the return of my tow eye (tie down).

Am I being unreasonable?  You tell me.

****************************************************************************

On 7 August 2012 09:50, <jamie.edwards@aviva.co.uk> wrote:

Dear Mr Papouis,

I'm very sorry to hear this. As I did not hear anything further, I assumed your issues were being addressed. Below is the last correspondence I received from Gordon Fenton or anyone else at Solus regarding your issues. I would suggest you contact Gordon Fenton on the below telephone number if Lee his production manager has not been in contact. Further to this, I would suggest that any correspondence on the matter be escalated to our own complaints department at nuccare@aviva.co.uk

Regards

Jamie Edwards
PMCS Team
Personal Motor Claims- Stretford
Aviva UK General Insurance
( 0800 0515 127
* Email: jamie.edwards@aviva.co.uk

P Please consider the environment before printing this e-mail.

**************************************************************************** 

From: Gordon Fenton [mailto:gordon.fenton@solusarc.co.uk]
Sent: 12 July 2012 15:10

To: Jamie Edwards (Aviva UK)

Cc: Lee Dallard
Subject: RE: Voyager

Jamie

I am on holiday so Lee my production manager will be dealing with.

Kind Regards

Gordon Fenton

General Manager

Solus Accident Repair Centres - Solus Erith

Tel: 07970 159451 | Fax: 0208 3124803

Web: www.solusarc.co.uk

Email: gordon.fenton@solusarc.co.uk

 ****************************************************************************

From: Jamie Edwards (Aviva UK) [mailto:jamie.edwards@aviva.co.uk]
Sent: 12 July 2012 12:10
To: Gordon Fenton
Subject: FW: Voyager

Dear Gordon,

I have been helping the PH with his issues and can see that you have written to him with a reasonable effort to address his issues, including sourcing the part and offering to have it fitted.

However, the PH it seems will not be happy until he gets a written or verbal apology for the dangerous condition he feels his vehicle was returned in.

Please could you let me know how you would feel about Solus making an apology for these issues.

Regards

Jamie Edwards

PMCS Team
Personal Motor Claims- Stretford
Aviva UK General Insurance
( 0800 0515 127
* Email: jamie.edwards@aviva.co.uk

P Please consider the environment before printing this e-mail.

 ****************************************************************************

From: Cosma
Sent: 12 July 2012 11:59

To: Jamie Edwards (Aviva UK)
Subject: RE: Voyager

Dear Jamie,

I am not an unreasonable person.  I accept that parts fail on fit, I have not made a big issue of the shock absorber, dangerous though that was.  All I want is my car, and all the elements thereof, returned to me as it was when it went to Solus.

·         I would like an acknowledgement that the vehicle was not safe.  It was returned in a dangerous condition and whoever did that work has been spoken to. 

·         I would like the missing "Tie Down Eye" or "Towing eye" or whatever they want to call it returned.  And possibly an acknowledgement that I have not been making it all up.

So far it just seems that I am an irritation and all everybody wants to do is brush this issue under the carpet.  In which case it makes me wonder how many other cars are driving around that have been poorly repaired and are potential death traps.

As an insurance company I would have thought that you would be slightly concerned as you will be paying when this stuff hits the courts.  Just think.  Had the break hose failed and the car crashed I hate to think about it and would just hope I had been driving at the time.  If my wife had been driving….

Do you (Aviva, not you personally) vet the companies that you use?  Or do you just go for the cheapest?  Surely the quality of the repairs done come in to the equation?

Regards

 ****************************************************************************

From: jamie.edwards@aviva.co.uk [mailto:jamie.edwards@aviva.co.uk]
Sent: 12 July 2012 11:44
To: cosma
Subject: RE: Voyager

Dear Mr Papouis,

Having read the email from Gordon Fenton at Solus, I am satisfied that Solus have put you back into a similar position that you were in previously. The part has been sourced and will be fitted. The garage had sourced a like for like vehicle whilst your own vehicle was in for rectification work, and the garage provided a further MOT upon completion of this work. Clearly you are not happy with the response to the issues from Mr Fenton. At this stage, please could you advise me on how you would like the matter to be resolved and I can look into what can possibly be done.

Regards

Jamie Edwards

PMCS Team
Personal Motor Claims- Stretford
Aviva UK General Insurance
( 0800 0515 127
* Email: jamie.edwards@aviva.co.uk

P Please consider the environment before printing this e-mail.