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★★★☆☆

“A Cautious Recommendation”

written by Wyatt301 on 20/06/2018

TLDR: Quick and efficient, good communications, excellent repair work - but I don't like the way they require me to trust them when they clearly indicate that they do not trust me.

The details:

My insurance company passed my phone number to the Nationwide Crash Repair Centre
of Priory Park East, Hessle, East Yorkshire, following a low speed incident in which my car suffered some relatively minor cosmetic damage. Dented bodywork and scraped paintwork.

Some aspects of how they handled things were excellent and for those I would give 5/5, but for me one aspect lets them down to an overall rating of 3/5.

What they did well:
They contacted me very promptly after the insurance company referral and arranged for my car to be collected and a courtesy car to be dropped off at the same time. The collection happened first thing on the morning of the day I had chosen. 5/5

My point of contact with them was very friendly and professional and phoned me back every couple of days to let me know how the repairs were progressing, each time arranging to phone back again in another couple of days with another update. 5/5

They completed the repairs within a very reasonable time span and returned my car first thing on the morning of the day I had chosen. 5/5

The quality of the repairs is outstanding, the dents and paintwork scrapes are completely gone now, it looks like new. 5/5

What wasn't so good:
When they collected my car and dropped off their courtesy car inspection was made of any existing damage on both vehicles. OK so far. Their driver filled in forms with a diagram representing each car, marking on them any existing damage on both cars. OK. I was required to sign both forms. OK.

Here's what's not OK. I was given a copy of the form I had signed indicating existing damage on the courtesy car, but *not* given a copy signed by their driver of the condition of my car.

And on return of my car and collection of their courtesy car, I was not given a signed copy of a similar form regarding condition of the courtesy car on return to them.

The reason this is not OK is because there is no reciprocity. They are basically saying to their customers, 'Regarding any damage to vehicles we don't trust you but you must trust us.'

You can bet that if I had accidentally caused some damage to their courtesy car, they would have billed me for it (rightly so) and if the customer said, 'but that damage was already present when you dropped off the car with me,' they would no doubt be quick to point out, 'No it wasn't, here is the form you signed in which existing damage was recorded, and look, that area of new damage is not recorded there at all.'

***When they took my car away, having marked any existing damage on their form and had me sign it, they should have given me a copy signed by them so I had the same proof of its condition that they require for their courtesy car.***

My car came back in excellent condition, but that's not the point. I did not have the peace of mind of knowing that if it came back with some additional damage, scratch, etc, that I could prove that damage wasn't there when they collected the car from me. If someone in their employ scratched the car or wheels, if they were so minded then the form I had signed of existing damage could easily be marked by them with that new damage, to make it look as though the damage was there when they collected the vehicle. Unlike them, I would have no copy of my own to produce that proved the scratch wasn't there when my car was collected.

Similarly, on collection of their courtesy car their driver inspected their vehicle and was satisfied there was no additional damage, but I was not given any form signed by them to confirm that. If the driver had put a scratch on their car on the way back from collecting it, and was so minded, they could have marked it down as damage caused by me, and again, unlike them I would have no proof that the damage was not there when their driver collected their vehicle.

If you're going to do things on trust then that works both ways. If you're not going to trust me and require signed proof you can use against me in the event of damage, then you should reciprocate and provide me with THE SAME proof against you in the event of any damage. Otherwise you are leaving me to trust you when you clearly are not willing to trust me.

None of this is a criticism of the individuals I encountered who work for NCRC. They were all very professional and friendly. It is a criticism of this company's policy of requiring me to trust them when they don't trust me.

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