One person’s experience using Accident Assist after a car accident has the community wondering if the company is double-billing customers. After the crash, the person was billed thousands in storage and other fees. The way this all played out led to a lot of annoyance and anger about the handling of the whole mess.
Accident Assist defends by saying that the £254.50 storage cost was required for transporting the vehicle to a repair garage. Furthermore, they demanded £76 for storage of car over the weekend till car was able to move. The person also made repairs totalling £1,200. They were shocked to learn that Accident Assist’s fees were almost exactly the same, which only deepened their fears about gouging.
On that point, the vehicle didn’t arrive in the garage assigned for the investigation until four days after the deadly accident. This put the delay in motion, which caused even more issues. The individual discovered that it would take up to four days to assess the car once it did reach the garage. “The storage charges are astronomical and inflated by the delay in removing the car to the garage on Monday,” they stated.
Accident Assist only offers a courtesy car after the person’s insurance company has approved payment. The insurance company does not come into play until after your vehicle is in the repair shop. This unnecessary delay further stretches an already long process. Finally, on Day 5, the car arrived at the garage, following a few days it spent at a storage lot.
Accident Assist has opted to refund the much higher storage fee. In addition, they’ll be adding on an additional 150£ to pay for administrative fees. The person also suffered considerable distress due to the first cancellation fees of £991.71, which comprised high storage costs. Lastly, as that wall of frustration was building this resolution was born from that frustration.
The expected storage cost per vehicle is low, at an average of £20-45 per week. This begs the questions of whether or not Accident Assist’s fees are even valid. The person raised their hand. They felt like they didn’t know what the fees were going into the process and how they were adding up over the process.
Accident Assist defended their actions by stating, “When the customer chose to withdraw from making a claim, we instigated the cancellation process, which the customer was advised of on the initial call.” This response has done nothing to calm fears about transparency and lack of customer service.