Is four and a half months (and still not repaired) reasonable? (1 Viewer)

grymbo

Free Member
Jul 30, 2013
43
13
South Ayrshire
Funster No
27,234
MH
Compass Avangarde 150
Exp
I'm a newbie.
Hi.
Motorhome went in for repair of rear wall and bumber (see attached pics) four and half months ago. As yet still not repaired although have been told almost there three weeks ago.
Reasons for delay given, primarily to do with sourcing appropriate parts from manufacturer i.e. Compass (Aventgard).
The local company who are dealing with the repair are a well respected car and van dealer and repairer but do not sell motorhomes. This I believe fell to them around 5 years ago when Aviva allocated all their van repairs to this company, this it would appear to include motorhomes.
Thoughts on time taken in relation to damage would be appreaciated.

grymbo
 

Attachments

  • IMG_20161019_172548406.jpg
    IMG_20161019_172548406.jpg
    147.8 KB · Views: 412
  • IMG_20161019_172605095.jpg
    IMG_20161019_172605095.jpg
    116.2 KB · Views: 408
Apr 2, 2014
285
296
Lancashire
Funster No
30,795
MH
A Class
Exp
Since 2003
Unreasonable, but unfortunately not unusual. We've friends still waiting for a damp repair diagnosed last August. I remember once over being told I'd need to wait six months for a replacement shower tray.
 
Apr 27, 2008
11,778
13,879
Eastbourne East Sussex
Funster No
2,327
MH
Hymer low profile
Exp
Since 1972
My repair, now done, took 6 months to get parts from Rapido. Not unusual especially for body parts, though even my water tank took a month or so.

Subscribers  do not see these advertisements

 

MillieMoocher

LIFE MEMBER
Jul 18, 2015
1,118
10,634
West Yorkshire
Funster No
37,199
MH
Autosleeper Kingham
Exp
40 years under canvas: Motorhome 2016 To 2020
Sounds an unacceptably long delay to me.

There are 2 aspecks here, one is your Insurers dedicated repairers inability to fix the vehicle in a timely manner, and secondly whether if you do take it elsewhere to be fixed things would be any different.

Unfortunately Aviva seem to have sent you to their recommended repairer, without properly understanding the vehicle in question.

Suggest you call a Aviva and tell them that it's taken too long to repair and that you want the MH to go to a MH specialist repairer. (You may want to mention that it should have gone there to start with...)

They will probably squeal about it, and if they refuse to allow the vehicle to be taken elsewhere, ask for the decision to be put in writing as their " final decision", so that you can then take the matter to the Ombusman.

The Ombudsman would expect you to have exhausted the normal complaints route before escalating to them, and would need to see copies of communications, details of phone calls etc. And importantly, the Insurers " final decision" letter.

Hopefully Aviva will agree that the time taken has been too long and agree to you finding an alternative repairer without having to bring out the big guns.

Re the availability of parts, It could be that to get the repair done quickly, the vehicle is taken back to Compass to be repaired by them - if they can't or won't do this, they should know the details of someone who can help...
 

jonandshell

Free Member
Dec 12, 2010
5,476
8,299
Norfolk
Funster No
14,648
MH
Not got one!
Exp
Since 2006
No its Explorer Groups fault clearly. They took forever to send out parts for our Elddis.
6 months sounds normal to me.
Industry standard......

Subscribers  do not see these advertisements

 

sedge

Funster
Jul 7, 2009
5,489
13,004
Nr Jct 3 M6
Funster No
7,396
MH
C class
Exp
Aug 09 to date 9,000 miles!
We had a similar experience with Aviva some years ago when a lady knocked us over on an Island in Aylesbury as we were taking the two week old bike back to the dealers for its first service. Aviva wanted us to use their approved repairer who was in Ilkeston in Derbyshire. Pete contacted them and asked if they were Triumph dealers to be told by them they were a car repairer, he got back onto Aviva and told them that the bike was either going to the dealer he had purchased it off or they could replace the bike!

In short it was only cosmetic panel replacements and an exhaust silencer and a new front wheel that had a scratch on it, Aviva were complaining about the workshop charges £40.00 per hour 6 hours work. They didn't start complaining until the day after the bike was ready for Pete to collect. their authorised assessor had given the written go ahead to the bike dealer to get on with the repairs saying that the claims department didn't know what they were dealing with half the time.

Pete phoned the claims department and told them they had better sort it out with the dealer then as he was on his way to collect the bike as the repairs had been completed, anyway when we got to the dealers their was no mention of any problems with Aviva not wanting to pay the bill.

I don't know if it is still the same but the claims department's knowledge seemed sadly lacking to us at the time.

I think you need to put pressure on them to get them to move a bit on your behalf.
 

MikeD

Free Member
Dec 21, 2011
3,936
3,697
London
Funster No
19,230
MH
IH PVC
Exp
Since 2012
Aviva were the company that lost our claims paperwork twice. Nightmare to deal with. (n)

Subscribers  do not see these advertisements

 

beltsandbraces

Free Member
Feb 14, 2017
163
191
worthing
Funster No
47,319
MH
lunar 780
Exp
2017
I work for an accident repair centre and unfortunately except for the insurance company's holding things up our biggest problems come from having back order parts and that is for main stream vehicles so I would think getting any body panels for a motorhome very difficult. Although in this instance I would have gone down the route of doing a temporary repair to get the vehicle back on the road until the parts arrived. I don't know the incident circumstance's but have you been hit, and if so are you in hire because the cost of that along with the repair would exceed the cost of a replacement motorhome.
 

sedge

Funster
Jul 7, 2009
5,489
13,004
Nr Jct 3 M6
Funster No
7,396
MH
C class
Exp
Aug 09 to date 9,000 miles!
ISTR that whoever it was insured by at the time, a claim on our motorhome insurance for the Bessacar didn't go well after their claims department got involved. By this time they'd inspected it and it was all fine up till that point. Damage to the nearside cab door, and the hab door and frame by ne'er do wells attempting to break in and steal both our Rolexes and the £3,000 in fivers on top of the kitchen worksurface no doubt - TG they were most likely kids and didn't effect entry LOL

Anyway - she couldn't see why one repairer couldn't do both repairs .......

Clueless ......

Perhaps when getting insurance quotes for our pride and joys, we ought to ring insurers independently and cross examine their knowledge about what they are offering cover on!

It is perfectly true that I'd never heard of a good many things I've been asked to insure both as an underwriter and as a broker - but I was honest about whatever it was - admitted my ignorance and ruddy well asked the person requesting the cover to explain (preferably in words of not more than syllable LOL) what the hell they were on about! A lot of things if you can get a picture of eg a Fiat Ducato van cab with no rear wall or box body on the back of the it, plus a caravan with no axle or wheels, no towbar and no front wall and mentally hoist the caravan up and weld the two together - you at least have SOME idea of what the hell you're dealing with!
 
Dec 24, 2014
8,989
46,145
Hurstpierpoint. Mid Sussex.
Funster No
34,553
MH
Compass Navigator
Exp
Ever since lighting was by Calor gas.
Not quite the same issue but the diesel tank in my son's m/h started leaking in Poland last May at th beginning of a 4 month career break/European tour. The local small garage checked availability then informed him that a new tank would take 3 weeks. The cute garage owner went on eBay and had a new Peugeot one delivered from U.K. to the garage in Poland in 4 days at 75% of the quote by Peugeot. It was fitted in 2 hrs on the day of delivery and they continued with their 5,800 mile tour. The garage owner was brilliant; let them stay at his rural garage whilst waiting and was very helpful, providing water and electricity. Luckily my son had his 3 wheel scooter on a trailer so he and his wife could tour from there.
Broken Link Removed
 
Last edited:
Aug 18, 2014
23,451
130,650
Lorca,Murcia,Spain
Funster No
32,898
MH
Transit PVC
Exp
16 years since restarting
If the accident wasn't your fault & you had insisted on a courtesy motorhome , as I would, then they'd have had it fixed by now (y) Or scrapped it from the outset.
That is another benefit here in that they have a prescribed amount of time to complete the claim ,40 days.

Subscribers  do not see these advertisements

 
OP
OP
G

grymbo

Free Member
Jul 30, 2013
43
13
South Ayrshire
Funster No
27,234
MH
Compass Avangarde 150
Exp
I'm a newbie.
Thanks one and all for your advice, unfortunately I don't have the option of a courtesy car or van, and yes the accident was my faulty. To cocky with the reversing I'm afraid.
 
Sep 3, 2012
7,423
25,786
Cheshire
Funster No
22,759
MH
C Class Elddis 175
Exp
8+ years
I would make sure there is no additional damage due to water ingress, mice etc dependant on where the repairer has stored it.
 

beltsandbraces

Free Member
Feb 14, 2017
163
191
worthing
Funster No
47,319
MH
lunar 780
Exp
2017
if they are talking about timescales that are unacceptable I would ask if they could make a temporary/ roadworthy repair so at least you could use it while they await the parts. From the pictures that looks fee sable to me.

Subscribers  do not see these advertisements

 
Jul 5, 2013
11,690
13,658
Tunbridge Wells, Tunbridge Wells, UK
Funster No
26,797
MH
A class
Exp
Since 2013
When our brand new Hymer was damaged by an idiot reversing into it I insisted with our Insurer, Allianz via Safeguard, that I would arrange the repairs myself. I found a company in outside of Reading that was a specialist repairers for caravans and motorhomes. Sent them a load of photos and they gave me a quote. I told them that they would only have the business if they agreed to turn it around in a week once I gave it to them (it was till driveable) and they agreed to that.

Sent the quotation off to Allianz. The sent a loss adjuster round to look at it and he agreed to liaise with the repairers. Got the OK to do it, fixed a date that I would drive it to them and a date when they would have it finished. And they stuck to it.
 

138go

Free Member
Feb 26, 2016
3,276
14,612
Funster No
41,781
MH
Carthago 138
Exp
Since 2001
A good repairer should not have to wait for parts they can stitch the plastics back together again. When the Swift got damaged the other Insurance Company insisted on using their approved repairer. Turned out to be something like Fred's Auto and Bodyshop. So I asked the question. Do they know how big it is. After a couple more phone calls it was suggested I find my own repairer as clearly it was very specialised and not something any old car / van repairer could do. IMHO I would have thought they don't have a clue.

You will also find that the Insurance Company work from the vehicle information from DVLA. Your log book probably just says Fiat Ducato and the engine size which is why they think a Commercial / Car Auto shop can fix it.
 
Last edited:

grasscutter

LIFE MEMBER
Oct 11, 2009
2,432
8,251
East Wittering. West Sussex.
Funster No
8,848
MH
Hymer Exsis i588
Exp
Started in 1980
I had very similar damage to my Swift when I owned it. A scaffold board it was parked on snapped and then dug into the ground. As I drove forward it smashed all the back up. A company at the Newbury Show looked at it and quoted £900 to repair.Spitfire Garage Southampton.
They had it for two weeks and plastic welded it all back together.
An amazing repair with no sign of the damage.
 

138go

Free Member
Feb 26, 2016
3,276
14,612
Funster No
41,781
MH
Carthago 138
Exp
Since 2001
I had very similar damage to my Swift when I owned it. A scaffold board it was parked on snapped and then dug into the ground. As I drove forward it smashed all the back up. A company at the Newbury Show looked at it and quoted £900 to repair.Spitfire Garage Southampton.
They had it for two weeks and plastic welded it all back together.
An amazing repair with no sign of the damage.

Some clever people about if you can find them. Company near us who repaired the Swift do plastic welding. You would never notice where they had been. Think the OP has waited long enough. I once took a caravan in for repair. I kept ringing them and asking what was happening. Finally after 6 months I found out that they had failed to order the parts from Hymer.
 

Minxy

LIFE MEMBER
Aug 22, 2007
32,421
65,809
E Yorks
Funster No
149
MH
Carthago Compactline
Exp
Since 1996, had Elddis/Swift/Rapido/Rimor/Chausson MHs. Autocruise/Globecar PVCs/Compactline i-138
Thanks one and all for your advice, unfortunately I don't have the option of a courtesy car or van, and yes the accident was my faulty. To cocky with the reversing I'm afraid.
Well if you're gonna do it ... do it right I say ... and you certain did do a proper job of damaging your rear end there! :rolleyes:

What speed were you doing and what on earth did you hit??? :eek:

Subscribers  do not see these advertisements

 

Minxy

LIFE MEMBER
Aug 22, 2007
32,421
65,809
E Yorks
Funster No
149
MH
Carthago Compactline
Exp
Since 1996, had Elddis/Swift/Rapido/Rimor/Chausson MHs. Autocruise/Globecar PVCs/Compactline i-138
Being serious ... you need to get back in touch with Aviva and tell them you want it repairing by an authorised motorhome repair company, NOT a car and van repairer as they will not have any knowledge of what other damage could have been caused such as to the furniture, gas, electric, water/waste etc - you wouldn't take a motorcycle to a car repairers or a car to a motorcycle shop so why a motorhome to a car/van repairers!

Don't take no for an answer - before you contact the insurers though see who is in your area that are proficient at the work involved and ask them about getting it fixed there along with a price - we did this when we had to have our Rimor side panel and windows replaced due to vandalism ... the insurer wanted to get us to go to a main motorhome dealer to get it done but we wanted to use a local caravan and motorhome repair company who we trusted, the insurers agreed (possibly because it was also cheaper!) and the job was so good we really couldn't tell where the damage had been.
 

TheBig1

LIFE MEMBER
Nov 27, 2011
17,480
42,678
Dorset
Funster No
19,048
MH
A class
Exp
many many years! since I was a kid
to be done correctly that needs a whole back wall plus the visible plastic parts. the wall is what takes time as you are waiting for the factory to be between production runs. the injection moulded plastic parts are much easier to source. all specialist repairers know this of course and should keep you informed. the actual work is 5 days in the workshop

you need to speak to your insurer about loss of use and to chase the repairer to hassle the converter for the parts.

Subscribers  do not see these advertisements

 

Join us or log in to post a reply.

To join in you must be a member of MotorhomeFun

Join MotorhomeFun

Join us, it quick and easy!

Log in

Already a member? Log in here.

Latest journal entries

Funsters who are viewing this thread

Back
Top