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Name: Lucy Stevenson

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Broken contract, no communication, left without a car for nine days

Had a very minor collision, was told by Sheilas' Wheels to submit photos of the damage on their website for assessment. I did this and got an email from them saying that my car was a total loss as the cost of repairs was more than the car was worth. I was very surprised by this, as the damage was minimal. I rang the company to discuss this and was told that one of their engineers had decided that he wanted it to be assessed at a garage to see if the car could be repaired instead of written off, and that if repairs could be made then I would be provided with a courtesy car. Car was picked up on Wednesday for the assessment. Six days later I had still not had any contact from the insurer to tell me what the outcome of the assessment was, so I rang the garage. They informed me that my car wasn't a total loss at all, sand they had started repairs several days ago. I asked why I hadn't been told and they said they had let the insurer know, who should have passed it on to me. I asked why I hadn't been given a courtesy car, they said they were never told that I was entitled to a courtesy car, and that the earliest they could get one to me would be the same day that my car was expected to be returned to me. I rang Sheilas' wheels to ask why I hadn't been informed that my car wasn't a totaly loss as they had stated, why I hadn't been told that repairs had been started, and why I hadn't been given a courtesy car. All the memeber of staff said was "I don't know, sorry" over and over again. The woman I spoke to said she would inform the person who was handling my case of the situation and get him to give me a call back. Well I never got a call back and I never got any answers. The courtesy car is in my contract with Sheilas' Wheels, they broke that contract by not holding up their end of it, while also leaving me without a car for nine days (which made my life very difficult). The fact that I was incorrectly told that my car was a total loss as well as the total lack of communication from them throughout the entire process was absolutely not acceptable. I will not be using them again. Reviewed on: 15th October 2021