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“Work completed to a great standard, service could be...”

written by Adam.wood1693 on 17/12/2018

The overall work completed was to a really great standard I can't complain about this. the courtesy car was great and in great condition. the only issue I had was communication, I have a job where I can't always answer the phone. I would come out of a call to find 3 or 4 missed calls from the repair centre, this is needless just leave me 1 message and I will get back to you as soon as possible, I am aware that some of these messages were urgent but there isn't anything I can do about how busy I am. I also had an issue when getting my car back, I was given a time slot of 8:30-10:30. I received a text at 10:30 from the recovery company to say they were running late and they would be with me at 11:30. this text was not from Solus and this message meant the recovery company would be with Solus at 11:30. not once did I receive any communication about how long they would be or anything like that. I then got a call from Solus asking for the excess to be paid which was fine we had agreed this but this was now 11:30 so an hour after the allotted time, there was no apology just simply what's your card details. I cannot complain about the actual recovery company because the guy driving by the name of Freddie was one of the nicest and most helpful people I have met. he explained that he only got the job at 6:00am that morning and he lives in Colchester so the 8:30-10:30 time slot was never achievable. the communication was very very poor. luckily I was able to cancel my appointments in the afternoon because my car wasn't returned until about 12:30.