At Last a Resolution

There has been a long hiatus in this discussion as I have been doing more interesting things.

Shortly after my last missive an engineer from Solus turned up with guess what… The part that Chrysler (Fiat!) told me that I has imagining!

Apparently it DOES exist and I did not make it up.

They have not apologised for calling me a liar.  But at least I have my tow eye!

Incidentally, over a year of playing silly buggers has ended up with us getting a payment for all the agro.  I do not understand why it has taken so long.  Aviva, RAC, Octagon and Irwin Mitchel have bounced this round the houses, lost paperwork, lost the account, not talked to each other (Irwin Mitchel have take this to a new level), but finally we have reached the end.

This was a simple case, no argument, the chap admitted it was his fault.  Wonder what happens when it is contested?

Actually I know.  I got rear ended by a lorry, they argued (not sure how as he hit me in nose to tail traffic!) and Aviva dumped on me, did not argue and just caved in (thank you Proddow Mackay for NOTHING!).

Solus

Hay Hay.

Just had a call from Mr Fentons Secretary.

I gave her a full description of the missing part and she is going to try and find one.

Progress?  We shall see.....

RE: [Cosma's Life] Voyager

Good morning Mr O’Halloran, 

As Group Customer Services Manager, perhaps you would like to get involved in this and assist in getting the issues resolved.  A summary can be found at http://cosmap.blogspot.com

Best Regards

Cosma Papouis

From: William O'Halloran [mailto:William.O'Halloran@solusarc.co.uk]
Sent: 07 August 2012 12:45
To: Gordon Fenton
Cc: cosma@papouis.net
Subject: FW: [Cosma's Life] Voyager

Hi Gordon

The attached e-mail was addressed to you

Kind Regards

William O'Halloran

Group Customer Services Manager

Solus Accident Repair Centres - Head Office

Tel: 07989 448373 | Fax: 01279 713701

Web: www.solusarc.co.uk

Email: William.O'Halloran@solusarc.co.uk

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

From: Cosma Papouis [mailto:cosma@papouis.net]
Sent: 07 August 2012 12:43
To: sales@solusarc.co.uk
Subject: FW: [Cosma's Life] Voyager

Hello,

I have just emailed Gorge Fenton, but his email seems to not be working.

Could you assist please.

Thanks

Please take look at http://cosmap.blogspot.com for a resume of what has (or has not) been happening.

Cosma Papouis

Voyager

Good morning Mr Fenton,

 I hope you had a nice holiday.

 I received the rubber bung in the post, thank you, and it fits.  Now all I need is the tow eye.

 After some research on the net I believe that it may be called a “Tie Down Eye” (or hook).  Other people seem to have them, but they do seem to be quite hard to source.

 I find it hard to believe that this has vanished in to the ether.  Surely it must be either in your workshop, the repairers workshop or the back of the lorry that brought the vehicle in to you.  Alternatively, as it was supplied by them, Chrysler must have one.

 I would appreciate your attention to this matter.

 Regards

________________________________

Cosma

www.papouis.net

cosmap.blogspot.com

P Please consider the environment

Save paper - do you really need to print this email?

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.

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:
Subject: RE: Voyager

Dear Mr Sir,

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.

Keeping you in the Loop

Hello Mr Dallard,

It strikes me that as Mr Fenton is away that I should probably forward this to you to keep you in the loop.

In Summary.

1.      Do please send me the rubber grommet, it may well be what has been lost

2.      I have done some research and it appears that the item that is missing is called a rear “Tie Down Eye” not a towing eye.  Perhaps you could see if Chrysler can supply that?

3.      I am not happy to brush under the carpet the fact that the brake hose, or connection elements, were fitted incorrectly.

Regards

________________________________

 

......    I Attached the last email for reference...  No point putting it here

Chrysler Returned in a Dangerous Condition!

My Response to an email from the accident repair specialists Solus.

Good morning Mr Fenton,

Please find my comments below…

From: Gordon Fenton [mailto:gordon.fenton@solusarc.co.uk]
Sent: 11 July 2012 17:27
To: <me>
Subject: RE: Voyager

Good afternoon Sir

Firstly thank you for taking the time to pass on the information to me as this is always useful when looking in to my customers concerns raised.

I understand how your wife must of felt as I too have been in a similar situation with my wife in an accident.  Reading through your concerns both regarding the recovery agent collecting your car and how it was delivered into us, I understand you had said to my staff that in your front tow eye securing bracket your vehicle had a rubber bung covering your thread. 

[CP] It was actually the rear one that was lost, along with the tow eye itself.

My understanding from speaking to my management staff they had spoken to our parts suppliers and said they have never supplied or fitted held this rubber grommet in stock.  I have also spoken to Marlborough another Chrysler dealer and they have also said they have never sold anything like it.

[CP] That does not mean that it has never existed or been lost. I have been doing some research on the matter and it transpires that the item may be called a Rear “Tie Down Eye” and not a Towing eye. Could you please see if your parts supplier can find one of those. Thanks.

But I am pleased to say I have myself found a grommet that I believe will fit in the thread I had a look and a friends PT Cruiser and he had a grommet in the front of his and he has allowed me to have his as he has disposed of his car.  If you would like to pop in I will leave it with Lee Dallard my production manager and he can see if it will fit as I believe the hole diameter is the same cross the range of vehicles, or if you would like it sent out just call the office and speak to Lee and he can arrange to get it in the post for you.

[CP] That is a good start, thanks. Could you please drop it in the post as it does seem to be a waste of fuel to come down there for a rubber grommet. Thanks again.

With regards to the two other concerns you had from presenting your car for Mot I’m sorry we had to have your vehicle back but on the first count with the shock absorber leaking this initial work was sub contracted out to the main dealer to replace the suspension part and has been carried out under their parts warranty failure process. 

[CP] Could you please let me know which main dealer.

I struggle to understand the testing station saying that the brake hose has been on the point of snapping as these are high pressure reinforced hoses and I cannot see how they can be fitted wrongly but I understand your concerns.

[CP] The hose was connected to a metal pipe that was clearly pointing in the wrong direction and was therefore stretching the hose. The hose itself may not have broken, but the connecting point to the metal pipe was under stress as was the point where the pipe connected to the break itself. It was clearly fitted incorrectly.

When we had your car back to correct your concerns we pushed to make sure we covered you with a like for like vehicle and also had taken care of getting an Mot carried out on your car when it came back from the dealer.

[CP] And I greatly appreciate that. But I would rather have not put you or myself to the inconvenience and simply had my car back, with all the bits it had when all this started, working and safe.

I would like to think we have now resolved any concerns and can now close this off if I can assist you in any other ways I will am now away from the business returning 30^th July on annual leave. 

[CP] Sorry, but No. All we have done is possibly replace a rubber grommet. It still leaves me without the towing (tie down) eye and has brushed under the carpet the fact that the car was returned in a dangerous condition. As I said before, I can accept that the shock leaked, parts do fail on fit, but the break pipe was clearly not installed correctly.

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