We were caught in the floods in July and only got our car back yesterday and it smells.Can we do anything?

Question

I am so annoyed with the whole affair of our car its not even a year old yet and we have been treated very badly by the insurance assesors and then the garage keeping us waiting.The cost of the repairs were over £7,000.We had to have all new carpets,engine,turbo,starter motor etc.It was only because we went in and actually complained last week that we have now got our car back.The garage has had our car since july 11th,we were actually caught in the flood on the 4th.We got the car back yesterday and went out in it and it still smells,when my husband collected it he said he found the mats in the boot,the insurance company wouldnt replace those apparently ,even though they are made to fit our car and were in place and sat in the stagnant water for god knows how long at the garage.My husband feels we cant do anything now we have accepted it back,I dont agree I think the way we have been treated has been awful and want to take the car back because the smell to me is awfull.Can we?

I forgot to say Its a Skoda Roomster.The garage did say they couldn't understand why it wasnt written off with the amount of work it had to have done,that isnt my grievance,its the smell.As I said something as simple as putting the sodden mats in the boot after finding out the insurance wouldnt pay to replace them to me was stupid.The carpet was all replaced inside the car apart from the boot area.My husband is saying the smell will go,I dont agree.The garage is a proper skoda dealer so its not a back street garage and because after we complained the manager got the work done for us,he said he wasnt aware we had been waiting that long my husband feels reluctant to tell him about the smell.They have used some kind of spray in there but believe me it stinks.What can we do?complain to the insurance company first or the garage or who?We have no confidence in anyone after all the problems we have had to endure.

Answer 1

Yes you can certainly take this up with your insurers. Your garage has probably only done what the insurance company had instructed them to do, so its probably best to try and remain friendly and open and see if they can inform you what the insurance company actually instructed them to do and then take it up with your insurance company direct. You are well within your rights to make a complaint and if you are not taken seriously, you should approach the ombudsman. You can find out who your ombudsman is from your local council or CAB. The Citizens Advice Bureau should be able to assist you on any paperwork etc that may need completing and will be entirely free. In the unlikely event that they all dig their heels in, you could try Fabreeze. You spray the fabric/carpet/etc until it is slightly damp and then allow to dry with ventilation. I must say it is a very good product for removing stubborn odours. If there is staining of the upholstery/carpets though, I would push hard to have it all replaced, especially since it is so new. I hope you manage to get it sorted out, I can not imagine how horrible it must have been to get flooded out like that and you have my up most sympathy. Best wishes.

Answer 2

Complain to the garage and insurance company. They clearly haven't done a satisfactory job.
If it's less than a year old it should be returned to you in new condition .
Get an independent assessment from the AA or RAC ( you may have to pay for this but keep the bills) and approach the garage again.
If they still won't get rid of the smell have the car valued in its present condition ,calculate all your other costs and take them to the small claims court for the amount of your loss.
This is a cheap and simple process.
My car was submerged in flood water in 1968 but I only had third party insurance in those days. I had to strip it out completely and clean out all the sand from the river. It gets behind the door trim and everywhere.
It was a Triumph Herald and the amazing thing about it was that ,once the water went down below the wheel arches, I got into it a drove it out straight away. They made them tougher in those days.

Answer 3

Sorry to hear of your troubles. Like Need2know says, I'd remain on good terms and query what was laid down in the instructions to the garage. They will of course only do what the insurers instruct and it's entirely possible there's been an oversight in those instructions. For instance the assessor may have said "replace all carpets", intending it to mean everything including the boot mats and the garage have interpreted that to mean just the carpets inside.

Good luck.

Answer 4

carnt belive it wasnt wrote of i would nt of accepted it back just because it was flood damaged that car will cause you no end of problems cash it trust me

Answer 5

get a magic tree