Solus Reviews - www.solusarc.co.uk

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★☆☆☆☆

“Runs in the lacquer on rear door”

Written on: 23/02/2020 by Stag63 (1 review written)

Collected my BMW on Thursday the 20/02/2020 the weather wasn’t good but straight away I noticed that the rear alloy wheel That had been repaired was a different colour and marked where the Tyre had been refitted before the paint had hardened On Sunday when I had a better look at the car I noticed all runs in the lacquer on the bottom of the rear door and where the rear wing buts up to the bumper overall not happy with the quality of Work I wish I could have used a company that would have… Read Full Review

Solusarc's Response to Stag63's Review

Written on: 24/02/2020

Good morning

Thank you for submitting a review and letting us know about the findings on your vehicle. I have passed your comments onto the team at Bournemouth but if you could share the first part of your registration I can ensure that the team contact you.

Many thanks
Cathy
Solus Customer Care

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★☆☆☆☆

“Avoid”

Written on: 19/02/2020 by AlanS00 (1 review written)

Car was repaired by SOLUS through my insurance company. The service begun well and communication was good. The car was returned and a fundamental job wasn't carried out. I also noticed excessive mileage to which was barely explained. Further to this mileage I noticed they had used half a tank of fuel in the some 70 miles meaning the car had been driven extremely hard. They assured me they would look into the case and offered to refund £20 of fuel if I sent the receipt, which I did...I haven't… Read Full Review

Solusarc's Response to AlanS00's Review

Written on: 20/02/2020

Good morning

Thank you for submitting a review, I am sorry to read that the fuel was used and there is unexplained mileage. I will speak with the team and ensure the refund is given as they promised and look to get you an explanation about the mileage.

Thank you for bringing this to my attention

Cathy
Solus Customer Care

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★☆☆☆☆

“Shocking service. ”

Written on: 18/02/2020 by JohnnyYoung (1 review written)

The courtesy car was delivered however the driver did not have the correct keys for the car so had to take it back. I had to then contact the insurance company to arrange a courtesy car. I was sent to Enterprize in Bracknell however they did not have a car for me. I was then told by the insurance company to pick up a car from reading which I did that was on 22nd December. I have been phoned since with updates such as awaiting parts and then they were the wrong parts. Eventually on the 11… Read Full Review

Solusarc's Response to JohnnyYoung's Review

Written on: 20/02/2020

Good morning

Thank you for submitting a review and letting us know about your experience. I am sorry to read that it hasn't been a good one. Unfortunately the repairs were delayed due to the parts availability. I am unsure what has happened once you'd paid your excess and then delivery cancelled I will review this with the site to ensure this doesn't happen again.

Sorry again for your experience.
Cathy
Solus Customer Care

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★☆☆☆☆

“Need to own up to mistakes!”

Written on: 16/02/2020 by AliyahHull (1 review written)

My car was taken on 30th December 2019 and returned on 12th February. The original estimate was 7 days. The repair was to the passenger side and I was informed that the delay was due to a part being ordered. It took you far too long to admit that the part was the drivers seatbelt that you had irreparably damaged. As a result of delays with your suppliers I spent time complaining to Aviva and negotiating a settlement. I was driving a Skoda Fabia for all but the last 2 days and that is not in any… Read Full Review

Solusarc's Comment

Written on: 17/02/2020

Good morning

Thank you for submitting a review, I am sorry to read about your experience. We had been contacted by Aviva following the seatbelt being damaged when your vehicle was stripped. The part was then on back order with Mercedes dealing the completion of the repairs. The Sokda Fabia is as per the policy entitlement but I understand the site upgraded the car once you returned from holiday. We have learnt from your experience and hope this doesn't happen again.

Sorry again
Cathy
Solus Customer Care

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★☆☆☆☆

“Speechless, simply appalling”

Written on: 13/02/2020 by CashMcGuire (1 review written)

Bad and dismissive communication, terrible updates, unacceptable repair time frame with very little explanations. Interestingly enough a very swift repair once matter escalated and the ombudsman mentioned… Read Full Review

Solusarc's Comment

Written on: 13/02/2020

Good morning

Thank you for submitting a review and I am sorry to read about your experience. If you could let me know which site your car was repaired by and the first part of your registration so I can review what has happened.

I'll wait to hear from you, many thanks
Cathy
Solus Customer Care

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Solusarc's Comment

Written on: 13/02/2020

Good morning

Thank you for submitting a review and I am sorry to read about your experience. If you could let me know which site your car was repaired by and the first part of your registration so I can review what has happened.

I'll wait to hear from you, many thanks
Cathy
Solus Customer Care

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★☆☆☆☆

“Avoid! Awful experience”

Written on: 11/02/2020 by Jairo194 (1 review written)

Awful experience. The staff were uncommunicative, and in one instance rude, I found myself chasing them for updates constantly. They were also inaccurate about the return date on numerous occasions, leading me to take time off work for no reason. They also told me I could pick up my car on a Saturday when it turned out the place is closed on weekends! When my car was finally delivered to me it had not been cleaned or valeted. Truly an awful experience, which is not what you need after having a… Read Full Review

Solusarc's Comment

Written on: 12/02/2020

Good morning

Thank you for submitting a review and I am sorry to read about your experience. We have been contacted by Aviva following the complaint raised with them and will be giving them all the requested information. I can see from the notes that the completion date did change and were advised you could collect your car on the Saturday and when you arrived it was closed. We will provide Aviva with a full response and I can only apologise at this time.

Thank you for your patience whilst we complete our reviews and get the response to Aviva. I am sure we will using your experience to take learnings to prevent this happening again.

Many thanks
Cathy
Solus Customer Care

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★☆☆☆☆

“Pieces of work (which were admittedly additional)...”

Written on: 10/02/2020 by Pattersonpr189 (1 review written)

Pieces of work (which were admittedly additional) which were agreed before work took place were not carried out. This was disappointing as the work was agreed, then subsequently not carried out without being communicated to me. I now have to find somewhere else to do this work at additional effort and cost… Read Full Review

Solusarc's Comment

Written on: 11/02/2020

Good morning

Thank you for submitting a review and I am sorry to read that not all agreed work was carried out. If you could please provide the site your car went to and the first part of your registration we can look into why this didn't happen.

Many thanks
Cathy
Solus Customer Care

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★☆☆☆☆

“Car fix”

Written on: 05/02/2020 by YareliSanchez421 (1 review written)

Is not finished job and he was moving window and paint was wrong and everything wrong basically use my petrol not feel back petrol and he's got courtesy car now which one is smaller than I'm losing money because he's getting welding to my workplace as well… Read Full Review

Solusarc's Comment

Written on: 07/02/2020

Good afternoon

Thank you for submitting a review. I'm sorry that you're not happy with the quality of your repair.

Could you please confirm the first part of your registration number so that I can look into this further with the team at Coventry?

Many thanks
Chris
Solus Customer Care

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Vaidas11111's Comment

Written on: 10/02/2020

My car number is vk69

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★☆☆☆☆

“Disappointed ”

Written on: 04/02/2020 by Lynne75 (1 review written)

I feel really let down by Solus. I had my car delivered yesterday. I got in it to drive and the engine management light is on! This light was not on my car when you collected it. When I contacted them I was told this is nothing to do with the accident this is a coincidence!!! Okay so if that’s so my car was under your care when this happened, so why is there no duty of care to investigate this or even tell me about this. Very poor service! The boot of the car seems fine which is what you… Read Full Review

Solusarc's Response to Lynne75's Review

Written on: 05/02/2020

Good morning

Thank you for submitting a review. I'm sorry to hear about the issue with your engine management light.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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★☆☆☆☆

“No quality control ”

Written on: 22/01/2020 by Humppycamel (1 review written)

Wrong paint used and mud flap not replaced.very bad quality control !… Read Full Review

Solusarc's Response to Humppycamel's Review

Written on: 23/01/2020

Good morning

Thank you for submitting a review. I'm sorry to hear that you're not happy with the quality of your repair.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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★☆☆☆☆

“Car Returned in a Worse State then When delivered”

Written on: 20/01/2020

I particularly don’t like the fact that the vehicle was returned back to me in a worse condition then sent to Solus with things that had been working perfectly now not working at all and fitments not being replace properly so loose and likely to fall off and get lost. I’m not impressed at the lack of quality control and the vehicle was left there an extra day so they had plenty of time to check each item thoroughly. In future I shall only use my car brand workshop!… Read Full Review

Solusarc's Comment

Written on: 21/01/2020

Good morning

Thank you for submitting a review. I'm sorry to hear that you're not happy with the quality of your repair.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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★☆☆☆☆

“Poor communications ”

Written on: 12/01/2020 by HKChef (1 review written)

£150 paid to driver for policy excess when vehicle was returned. No receipt given and requests to Solus for receipt has gone unanswered. We can not claim out excess back without a receipt. Beware of this and always get a receipt when handing over any cash. We have requested our solicitors to peruse the insurance company to get the receipt. Simply long winded and not good enough… Read Full Review

Solusarc's Response to HKChef's Review

Written on: 14/01/2020

Good morning

Thank you for submitting a review. I'm sorry to hear about the issue you experienced with your request for a receipt for your excess.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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★☆☆☆☆

“Solus R Below Us”

Written on: 08/01/2020 by 171Gregory (1 review written)

Wow, what an organisation. Took my car on the 23/09/19 for a slight bumper repair. I get a phone call & a text to say it’s been fixed on the 26/09/19. Then a few hours later tell me the valetor has damaged the near side front wing. The following weeks I’m painstaking following the progress made and been told that there are no wings in the UK, lack of stock in Europe, delivery delays because of Brexit etc. I phone Allen Ford, my local dealership, and they say it will take 2 weeks to get… Read Full Review

Solusarc's Comment

Written on: 09/01/2020

Good afternoon

Thank you for submitting a review. I'm sorry to hear that you're not happy with the service and communication during your repair.

Please can you confirm the first part of your registration number so that I can look into this further with the team at Coventry?

Many thanks
Chris
Solus Customer Care

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Customersrwrong's Comment

Written on: 10/01/2020

BAL 5A is the reg no. One person has done, what I’ve been asking another to do for weeks, on the day I submitted my review on this site. 1st time I’ve had to do.

I suppose goodwill gesture is out of the question.

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★☆☆☆☆

“Was my car quality checked before it left the workshop?”

Written on: 31/12/2019 by DTonge (1 review written)

I am angry and disappointed to receive my car back this morning, with the door and wheel arch trim not inline with the rest of the car, and other items that should have been repaired missed. This after being assured by Solus my vehicle would be repaired to a high standard, and returned to me in a condition it was in prior to the accident. If a car has been dented, no matter how slightly, then surely that should have been repaired before painting, rather than the cosmetic job that seems to have… Read Full Review

Solusarc's Response to DTonge's Review

Written on: 02/01/2020

Good morning

Thank you for submitting a review. I'm sorry to hear that you are not happy with the quality of your repair.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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Dtonge's reply to Solusarc's Comment

Written on: 03/01/2020

T200NGE Mercedes GLA Warrington

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★☆☆☆☆

“Car returned with cracked rear view mirror”

Written on: 23/12/2019 by Khan72 (1 review written)

The car went for a rear bumper repair. Was returned with a cracked rear view mirror. No chance that the driver who delivered could not have known as he just might have tried using the mirror, if he holds a credible drivers license. What a shame that the car was delivered to us without an ounce of honesty on part of the delivery guy or worse, the company. Am now waiting on their response. Will come back and update when I hear from them. Don't know how well the repairs on the bumper have been… Read Full Review

Solusarc's Response to Khan72's Review

Written on: 24/12/2019

Good morning

Thank you for submitting a review and I am sorry to read about your experience. I would like to look into this with the repair centre, could you let us know which site your car went to? And if possible the first part of the registration.

Look forward to hearing from you and have a Merry Christmas
Cathy
Solus Customer Care

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★☆☆☆☆

“Doors not properly fixed”

Written on: 23/12/2019 by Laolu247 (1 review written)

I supposed 2 doors were replaced and were not fixed properly. This is evident in the ''door sign'' warning light displayed on the dashboard and it keeps beeping loudly while driving. This is a bit annoying!… Read Full Review

Solusarc's Response to Laolu247's Review

Written on: 24/12/2019

Good morning

Thank you for submitting a review and I am sorry to read about the problems with the doors. We have a few sites that cover Hatfield, please could you spare a few minutes to let us know which site your car went to?

Many thanks and wishing you a Merry Christmas
Cathy
Solus Customer Care

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Laolu247's reply to Solusarc's Comment

Written on: 24/12/2019

Thanks Cathy, Merry Christmas to you too. I live in Hatfield but my car was repaired in Solus Hitchin.

Kind regards,

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Laolu247's reply to Laolu247's Comment

Written on: 03/01/2020

Hello,

I thought this was going to be looked into for me but I have not heard any response yet.

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★☆☆☆☆

“Flooded Boot Damage !”

Written on: 20/12/2019 by Terrancev1969 (1 review written)

Disappointed to have my vehicle returned without being checked properly. The car was in for a replacement bumper yet opening the boot the carpet & replacement wheel was flooded. I await to see if I am given compensation for inconvenience,disruption and damage to my property !!!… Read Full Review

Solusarc's Comment

Written on: 23/12/2019

Good morning

Thank you for submitting a review and I am sorry to read your experience with us. Please can you confirm the site your car went to and the first part of the registration so I can ensure this is looked into.

Many thanks and I wish you a Merry Christmas whilst we look into this.
Cathy
Solus Customer Care

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★☆☆☆☆

“Worst Repair Ever”

Written on: 18/12/2019 by 110Johnston (1 review written)

The job you have done is anything but good. My headlights now have condensation (moisture or water, whatever), the lever that releases the bonnet, under the bonnet it, the spring hasn't been repaired as a result it is not returning to its original position. Also there is a gap between the front bumper and the bonnet from the right hand side. In addition, some spare change (2-3 pounds in total) I had inside the car's cupboard in the middle has now disappeared and final the dash cam wasn't… Read Full Review

Solusarc's Comment

Written on: 19/12/2019

Good afternoon

Thank you for submitting a review. I'm sorry to hear that you're not happy with the quality of your repair.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look into this further?

Many thanks
Chris
Solus Customer Care

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Iosyr's Comment

Written on: 20/12/2019

Hi Chris,
I have already been contacted by Solus and scheduled a second appointment for additional work.

LA19N

Thanks,
IS

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★☆☆☆☆

“Car left in a terrible state after repair”

Written on: 17/12/2019 by peteraig (1 review written)

My vehicle was returned with terrible stains on the rear seat. The Solus staff who returned the car agreed the stains were unacceptable and should have been cleaned properly before returning to me. He said I'd be refunded if I get it valeted and casually commented that it should cost about £10. At this point I paid £350 for the (claims excess) repairs. When I took the car to be valeted I was charged £30 and Solus declined to make any refunds whatsoever. They would not even return my calls or… Read Full Review

Solusarc's Response to peteraig's Review

Written on: 17/12/2019

Good afternoon

Thank you for submitting a review. I'm sorry to hear about your issue you have experienced with communication in relation to the valet refund.

Please can you confirm the first part of your registration number and which site carried out the repairs so I can look inti this further?

Many thanks
Chris
Solus Customer Care

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Peteraig's reply to Solusarc's Comment

Written on: 18/12/2019

Thanks for your reply Chris. My vehicle ending XJO was repaired at Solus Coventry.

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Peteraig's reply to Peteraig's Comment

Written on: 19/12/2019

Thanks for your reply Chris. My vehicle begins KW64 and it was repaired at Solus Coventry.

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★☆☆☆☆

“Not haooy”

Written on: 14/12/2019 by jonzink (1 review written)

Car was returned without the fuel being replaced. Drove the car 2 hours later and pulling to the left badly so called to complain but garage shut on Saturday at 12.30pm. Got out and checked the front left tyre is completely fiat delivered it bakc with a puncture or punctured it driving up high curb by our house. Mini has no spare so my wife is having to bring out other car to me as stranded a mile from my house. Very disappointed terible experience will have to wait until Monday to sort it… Read Full Review

Solusarc's Response to jonzink's Review

Written on: 16/12/2019

Good morning

Thank you for submitting a review. I'm sorry to hear about the issues you experienced once your vehicle was returned.

Please can you confirm the first part of your registration number so that I can look into this further with the team at Birmingham?

Many thanks
Chris
Solus Customer Care

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Jonzink's reply to Solusarc's Comment

Written on: 17/12/2019

GF17 and it was the Coventry branch

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Jonzink's Response to jonzink's Review

Written on: 17/12/2019

Update so at 11.15am yesterday spoke to Varsha she said the is only notes on my file but nobody emailed the garage to say I had an issue with the tyre? I then emailed photos to here as she told me I will get a response within 30mins. OVER 2 HOURS LATER NOTHING. So now i have ended up taking another day of work to be told it might be an ossie with their email, so I asked her to email me direct and I would reply with photos. Next response I had was via voicemail saying "they accept no responsibility for tyre and to contact Aviva"?! I am insured with quotemehappy.
Having previously worked in the motor trade for over 20 years from sales to management level this is the worst customer service I have ever seen. Even the courtesy car was over due its inspection by a couple of hundred miles.

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