My vehicle went into the Park Royal branch of Solus with two accident claims, the first was the front passenger side panel and the second the roof of my van. After taking my van, I received a call the next day confirming the claim has been accepted and that parts would be ordered for completing the work. My van sat with Solus for circa 10 days as the parts were 'being ordered' - my van was road worthy, so a complete waste of 10 days when I could have been utilising my van. When the parts arrived, I received a call to tell me that the vehicle had been sent to another commercial repair centre - thanks for letting me know and not asking - common courtesy really. The communication was poor at best, when I asked for someone senior to speak with the individual who called seemed to have an answer for everything I had an issue with! I would not recommend Solus to anyone, not as professional as they make out, exceptionally poor customer service.

I told the operator that there were 3 minor scratches on the car which I wanted touched up ( not related to accident) . I agreed to pay extra for it. I repeated it to the driver who dropped the car. When my car was returned none of the work was done. I am a non smoker and the courtesy car provided stank of cigarattte smell. I had to leave the car on all the time in order for the car to get rid of the smell

Rear bumper damage and boot lid bent so went in for insurance repair. Colour does not match and boot lid still bent out of alignment. Bumper doesn't fit properly. So refused to accept car back and had it returned straight away. still ongoing bit on first review I am far from happy..

They have had my car for over 5 weeks tried to hand it back 3 times with still body work problems that they have said have been sorted and had a specialist look and check. He needs to go to spec savers I think it's a joke the way they gave the all good to go and it wasn't even right and this has happened 3 times. And now after they called me in told me it is ready I point out the same issues they say can u leave the car here for us to look at, they just told me to come collect it it's done something seriously wrong.

This garage had my new car for over 3 months! Longer that I had actually owned it. The communication was poor, often I had to contact them for an update. They provided me with 2 totally inadequate courtesy cars as I have two young children and neither car could fit my double buggy in the boot. Then when they finally delivered my car they expected me to have the cash while I was at home with my baby alone. No one told us they would need payment on delivery and it was just lucky I could contact my husband who then paid immediately or else I would have had to wait even longer to get my car. I would not recommend this garage to anyone!!! I've never had such terrible and distressing service.

My 90 year old very independent mother asked her insurance coy for repair centre. She booked her car in with SOLUS Belvedere, as recommended and they collected her car. She asked for car to be completed by wednesday 23rd march as she was driving from Kent to cambridgeshire for Easter break with family. She phoned a couple of times to remind of time limit but no response. After 10 days still no guarantee and on Thursday 24th march., last working day, she was told it wouldn't be ready, but to get herself a hire car. The car hire company could not deliver as it was too near closing time,so she caught taxi to Welling, an unknown place to her. On arrival they gave her car but no details on where signals etc were. She drove away but returned to get help. By this time it was dark, being about 6pm. Then she tried to drive home in the dark, an unfamiliar car with no satnav in unknown area. By 8pm on Thursday eve the family were frantic when she phoned at last to say she was home but very shaken. Having missed family meeting on Thursday eve she drove when recovered on Friday afternoon. She had to negotiate the Dartford tunnel which normally has number recognition. So was panicking that she would forget to pay charge . How can any company that says ''Your in safe hands with SOLUS' be trusted!

AVIVA accident repair was unfortunately assigned to Solus. The tailgate bumper panel was hit and bowed the rest of panels along the door line. The repairs claimed to be carried out and I was told it is better then other FORD EcoSports from manufacturer release. In other words I was lying when disagreeing that I bought the vehicle with a straight door gap! Solus wrecked my car. The parts were claimed on the worksheet as being fitted but the old part was re-fixed. They had to agree at the end as it was covered with the weathered patina. The light unit and the panel were re-fixed back loosely, but I was told it is the same as Ford fix - a joke! I did not have wobbly parts before the refit on top of the buckled door gap which is also better then Ford manufacturing ! The dismantled wheel housing was scratched on inside of mounting, due to possibly pulled along the workshop floor. I would love to attach the images.

Fobbed off multiple times totalling 8 weeks between accident and getting car back. Was given a repair completion date a week longer than original estimate. Phoned to say more parts needed, up to another 2 weeks delay - fair enough, this happens. But why had it taken 2 weeks to take the panels off and assess/order parts leaving only 4 days to do the repair? Clearly never going to get it done for the original completion date. Once parts were in, further delay hiring jig clips to actually start repairs. Was told multiple times what a professional outfit they are, seems odd they don't have the necessary equipment to fix cars! New completion date 3 weeks later, promised updates, these never came. I phoned 7 days before, told awaiting 3 parts! I believe only got it back by final completion date as manager agreed on phone that 8 weeks to repair is not acceptable. DO NOT USE SOLUS!!!!!

Very slow from start to finish, collection of car from outside agency was fine, needs constant chasing from customer then told staff will call back and taking another day to return the call. 5 days for a settlement figure and then told another 10 days until payment is made. Would not recommend at all.

My car went in to Solus Luton for a minor repair which required 4 wheel alignment. On collection, the only purchased part, a foil, a clear sticker, was the wrong shape and didn't match the opposite side of the car! Shouldn't this have been checked? The car had also acquired a scratch by the drivers door, where it had been caught by someone getting in or out! On starting the car, the petrol warning indicator sounded. The car was dropped off with '50 miles to 0', it now has 2, yes TWO! And although the car was dropped off and collected by myself, on checking the mileage it had done 30 miles! There was no reasonable explanation for this, i was told alignment required a test drive yet when any other tyre garage does alignment, not 1 mile is put on the car, it goes nowhere, yet Solus thought it needed 30! and on top of that it was driven to empty! This was not just a test drive! When the car was eventually repaired properly, i cannot fault the quality, but the treatment of my car while in their care was totally unacceptable. Neither Solus nor Aviva want to know! I wouldn’t use any insurance company that uses Solus Luton as their authorized repairer.

My partner was involved in a very minor collision where somebody drove into the back of her car at a roundabout. Other driver took responsibility. The car being insured with Aviva meant that it was collected by their partner company Solus (Solus is owned by Aviva?). The staff members on the phone and the chap collecting the car were very pleasant, helpful and friendly. A complete bumper, boot lid and trim piece respray was required apparently to rectify the damage. Nice courtesy car left for partner to drive around in. After what seemed like a relatively short time Solus called to say the car would be ready in a few days. As we were set to go away on holiday a couple of days before the suggested delivery date they managed to speed up the repair and get it delivered to us before we went away. All in all a nice experience so far. Car was returned, again by another friendly chap. This is where is the experience starts to go south. Unfortunately the paint didn't match the rest of the car. I really have no idea what part of the car they decided to colour match to. You would think that a colour match to the metal wings which is the largest area that the freshly painted bumper lines up with...apparently not. A lower trim piece wasn't fitted properly so kept popping out. The rear spoiler (which wasn't damaged in the accident) for some reason now had damage! This was in form of cracking marks which looked like it had been overheated/boiled (perhaps by curing lamps for the new paint lower down?). The drivers side rear wing now also had been damaged! A localised number of deep scratches in the lacquer (wings weren't damaged in the accident either!). The repair was rejected and car was taken back to Hitchin. After some time the car was then delivered back to my partner again. She was told that a 'paint correction' had been carried out. When she inspected the car, the paint didn't look that if at all different to before (i.e. it still didn't match the rest of the car). The spoiler was obviously 'rectified' by compounding. This resulted in burning through layers of paint ( it now looks orange on the edges ) and still some of the cracking is present. But wait, now we have new damage on the other rear wing! Car was rejected again and taken back to Hitchin. Car is delivered back to us again. This time the delivery driver didn't give my partner a chance to look round the car, gave her the keys and left promptly. To fix the damage they caused on the other wing, more compounding was done. This has thinned the original paint on the wings so it looks matted and orange. A trim piece (called an eye lid I believe) over the wheel arch had been caught by the compounding mop and has burnt through to black plastic on the edge! The spoiler still had damage and the colour still didn't match. Also, now both rear stop and tail lamps didn't work (guessing the lights were removed as part of repairs). We are left with a car where the paint doesn't match. The paint has been burnt through on trim pieces where they have tried to rectify damage caused by THEM. The wings have thinned out paint on the edges. Unbelievable. We spent ages and looked at many cars before deciding on the one we did. The car has now lost serious value as it looks as though it has had a major rear end accident in its past. Looking back I would have preferred to have been left with the initial accident damage which was minor. I am very suspicious of all the 5 star reviews on this site. Please be wary of them. If you are with Aviva, my recommendation is to avoid Solus at all costs. Pay the extra excess and get the work done where they actually care about the cars going through their doors.

When i got my car back there was a bulge in the back tyre that was missed, the bonnet was not lined up properly, and the car felt unstable which when investigated by mercedes they discovered the car was uneven due to a problem with the rear suspension that was not noticed by the solus.When i said the car was unstable i was told im just nervous after the accident.The garage were good at giving me updates on the cars progress, and thats about it.I wish i had took it to the main dealer for the repair.

My Car has been to them after a very bad accident twice and still not driving straight nor repaired to any level of satisfaction. They lie through their teeth and only want the job done to get their money. No customer service in place what so ever! Its been 3 Months and still ongoing. The amount of time i have wasted in trying to get this sorted and costs mounted up personally. Repair work carried out has no quality and control to it. Not interested in solving problems at all. Do Not Make The Mistake To Use Them!!! Their replacement cars drink fuel like anything and will leave you with high fuel costs seen as they take so long to repair your car. Avoid at all COSTS!!!! Worse than a backstreet operator.

Sent my car in for repair, had the front bumper changed as of an accident. When collecting the vehicle my key had been broken?! I then had to tell the workmen that the bonnet wasn't sitting level with bumper where we then went back and forth together trying to make it level together... how they need me to point out that the bonnet is not level with the bumper is crazy. After I showed the garage that my key had been broken the response was a pathetic appearance of shock which was not convincing at all, they offered to glue it back together or place sticky tape round it. I complained that a key doesn't just fall apart, it did not snap in my hand or the ignition it fell apart in my hand once entering the vehicle on site without the car being turned on. How they can be so unprofessional and unhelpful is shocking especially when dealing with a client who has just been through a road traffic accident which is bad enough. Also before the vehicle was repaired I did ask for a quote to repair other damage on the vehicle where their own advice was to look elsewhere as there quote would be too high for me?!

Got rear ended by someone insured with Aviva , Booked in my vehicle after being assessed , turned the vehicle round in a day , never before have I experienced such sloppiness & shoddy workmanship 5 times back & forth & kept on saying give us another chance. NO CHANCE after the 5th time to get it right , Vehicle has now been repaired by another compantant basingstoke bodyshop that has been put right 1st time & comes with a LIFETIME guarantee unlike solus 3 years. AVOID LIKE THE PLAGUE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!