Hire Car Woes

I work with the elderly and was delighted to receive a competitive quotation from Saga.

All was fine until I had an accident. I have listed the story so far, my car has been recovered by 28 hours after the accident, still no replacement hire car.

9th February 2017

1. Had accident at approximately 9:45 and contacted my insurer - Saga

2. Had long conversation with insurer’s representative and informed that recovery would be with me within 40 minutes.

3. 11:40 telephoned Saga and informed them that recovery had not arrived. Advised that compensation would be forthcoming for their error.

4. Contacted by English Ford to advise that recovery would be undertaken within 10 minutes

5. 12:40 recovery arrived who informed me that they had just been advised of the need to recover my vehicle.

6. 13:00 arrived home and telephoned Saga. Advised that there was a problem sourcing a hire car for me and would I wait until 10th Feburary for a vehicle – I had urgent business elsewhere and therefore accepted that they would contact me with details of a hire car being delivered on the following day.

7. 18:30 arrived home from a meeting and having not been contacted by Saga or English Ford telephoned Saga for an update. The operator advised me that there had been an error at 2 and that a fax had been despatched bu tnot received or confirmed. Somewhat concerned the operator assured me that she would telephone with details of my hire car by 10:00 a.m. 10th February.

10th February 2017

8. No surprise that there was no call and so at 10:15 I telephone Saga. I was advised that the Saga representative had telephoned me at 10:03 and received no reply. Further investigation revealed that the individual had telephone dthe wrong number, however, it took time for me to convince the operator that I had not received a call. I was promised a car between 12:00 AND 2:00 P.M..

9. 14:10. No car, telephoned Saga, to ask where my hire car is. They are looking into it, so far I have been waiting 28 hours.

10. Just been telephoned by English Ford in Poole to be advised that their operative advised my yesterday that the car would not be delivered before 3:00 p.m. One of us is telling lies I fear! Car now on its way.

Long review I know, but working with the elderly I regularly listen to how woefully they are treated by companies, it does give me some concern over Saga, who having sold car insurance to the strength of helping people of 50 with services they require.

In this particular case, it may be the company who they are contracting with English Ford of Poole, who have now informed Saga that they have a driver off sick and have struggled to deliver cars today, who knows, but as I enter the 29th hour of being without a hire car, I have run out of patience with both agencies.