I’ve recently sent this letter off to Royal & Sun Alliance as my patience with them is at an end. Hopefully now they’ll actually do something and fix the car they were supposed to fix last year. I live more in hope than in expectation, but as my previous blog showed; they do read this website, so maybe it’ll spur them into dynamic action.
Royal & Sun Alliance
PO Box 21561
Zoe, thank you for your letter dated 31st July with regards to my car, the BMW Z3, registration P192 PLR.
However I feel you may over looked a few points.
I understand that there would be no need to replace the lock set for my car if the key had been recovered because a new key cannot be made without adequate documentation for the vehicle. However, the key was never recovered. I had to give my spare key to the Hillcroft in order for them to recover my car.
I only ever had one key back, my spare key.
If as you say the car was recovered with the key in the ignition then please produce the key. I will accept that the locks do not need changing if you can provide me with the original key, otherwise replace the locks as instructed.
With regards to the damage and providing an estimate, I’m afraid I cannot do that as the car is no longer insured, taxed or MOT’d and as such cannot take the car to a repair shop. It was 13 months ago when you should have acted. I have tried to get someone to come to see the car where it resides, but alas no one is interested in doing so.
So, as again it was your fault the car was not fixed last year I expect you to arrange for someone to visit the car to provide an estimate, and then repair it. Please let me know when you have made these arrangements. The car is currently located at *********, Newport.
With regards to the £55 you owe me for lost items, I am not willing to wait any longer for this as it been over a year. Kindly send me a cheque to my Manchester address without further delay for that amount.
Finally, with regards to the content on the website www.mrdaz.com; all statements on the website are accurate. If RSA is embarrassed by the content it is perhaps due to RSA’s incompetence over the past year. You will also find on the website detailing of further incompetent acts by various parties, including Direct Line, who are also responsible for the mess surrounding the BMW.
Their case is currently with the financial ombudsman.
I record all of my phone calls, and am entitled to do so. They are posted on the website as I believe it is in the interest of all concerned to discover just how bad customer service can be with various companies, including RSA.
I will consider removing the content once this matter has been resolved to my satisfaction. I have seen little sign of that so far, one year on.
I look forward to your reply.
Let’s see what they come back with. I have a feeling I’ll be buried with that car, still unfixed.