Section : Breakdown Cover

FJ Breakdown Cover, Awful service 

Posted By : Jon Morton, 15-Feb-2007, 01:55pm

• FJ Breakdown Cover, Brilliant service 

  Posted By : Kevin Rochfort, 15-Feb-2007, 03:32pm

  Jon,
  
  Sorry to hear of your experience, but my recent experience is exactly the opposite.
  
  My "modern" daily driver, which is also insured by FJ broke down about 60 miles from home, with a seized gearbox - something in the gearbox has broken and jammed the gearbox and drive wheels solid.
  
  After a quick diagnosis that I would need to be recovered, I called the FJ recovery line and was told that someone woule be with me in about an hour. About an hour later, the recovery truck arrived - it took about half an hour to load the car, as it couldn't be moved without jacking it up. About an hour and a half later I was home and the car was being unloaded on my driveway.
  
  The only problem now is that I can't move the car without some dollies for the wheels and I need to find the time to replace the gearbox.
  
  My Triumph Acclaim (RBRR "The Acclaimers") has been pressed into daily service until I get a new modern daily driver.
  
  I give Top Marks to the FJ Recovery service - even better than the AA who recovered me with a similar failure about 15 years ago.
  
  Kevin

  • FJ Breakdown Cover, Brilliant service 

    Posted By : Ian Smythe, 15-Feb-2007, 09:08pm

    I must say i found FJ breakdown service excellent the throttle cable snapped on my dolomite sprint on a country lane.The address i gave them was very vague and i was worried they might not find me.But good to there word a breakdown truck appeared in less than one hour.The driver confided in me that putting my car on the spec lift may damage it but performed a roadside repair to get me home and then escorted me home to make sure i got back ok.
    
    EXCELLENT SERVICE FOR &163;153.00 A YEAR FOR A SPITFIRE 1500 AND A DOLOMITE SPRINT FIRST CLASS I SAY

    • FJ Breakdown Cover, Brilliant service 

      Posted By : Leon Guyot, 15-Feb-2007, 09:20pm

      I am no champion for FJ, but I have had similar horror stories, with AA and RAC in the past, so it is not just FJ at fault here.
      
      Leon

• FJ Breakdown Cover, Awful service 

  Posted By : Steve Cureton, 16-Feb-2007, 08:58am

  Surely it's not FJ who are at fault here but the recover company?

  • FJ Breakdown Cover, Awful service 

    Posted By : Trevor Ellis, 16-Feb-2007, 09:44am

    It,s not footman but the breakdown company. Having insured a car with them for the first time mid December, on the way to the new year run blew head gasket on M1. Rang insurance company and they had no record of the car being covered but took card details incase they were going to charge. This didn't worry me as I had the certificate to prove I covered. A phone call 20 mins later told us that recovery will be with you in approx 1hr. This was as the very nice guy was backing up to tow us home. We were home in time to swap cars and still meet Derwent lot for lunch. PS never got the bill either so they must have updated the records.
    Trevor

    • FJ Breakdown Cover, Awful service 

      Posted By : Susan Hare, 16-Feb-2007, 09:58am

      I believe FJ ARE responsible for the breakdown service. At the end of the day you have taken out a contract with them!!. I think it is disgraceful that they ask you for card details, they do not have the right to these details and I certainly would not pass them over.
      
      If FJ contract out their breakdown services then that is their choice but they have offered you this service as part of your insurance cover and SHOULD still be held responsible for it.
      
      Sue

      • FJ Breakdown Cover, Awful service 

        Posted By : Trevor Ellis, 16-Feb-2007, 10:44am

        It isn't footman who are the breakdown company. They are the broker for another company who you ring. When you are stuck on th M1 with a car that won't run the first priority is to get it moved and get home. Having only insured the car no more than a couple of weeks previous to the event someone at footman had obviously not passed on the details of this vehicle to the company that covers breakdown, which is an ineffiecincy on their part, but the company didn't refuse to come and fetch us which some may have done, and in case we were telling porkies asked for a card no. When they checked their database our car was not on it. On the Monday they would have checked with Footman to confirm details and if we weren't covered they would have made a charge. The bottom line is that we were home in an 1hr and a half and no charge has been credited or further querry made so job done. If I had not provided a card no then I would have had to have paid a garage &163;95 + &194;&163;1 per mile after first 20miles (asked very nice man at the time) and then may have had major problems trying to get mony back.

        • FJ Breakdown Cover, Awful service 

          Posted By : Dan Owen, 16-Feb-2007, 11:51am

          Sue,
          I have to agree with you on this one. Merely that FJ contracts out its recovery services is not an excuse for doing things badly - I have had cover with Britannia Rescue who operate in a similar fashion but with no problems at all. It sounds like you're no more a fan of insurance companies than I am? do share your bad experiences!

          • FJ Breakdown Cover, Awful service 

            Posted By : Nigel Gibbins, 16-Feb-2007, 01:17pm

            Jon,
            It would be very useful if you could summarise your complaint in an email to Mike Crewes, he has direct dealing with Footman James on all the members behalf and these incidents are important to the club moving forward with the scheme.

        • FJ Breakdown Cover, Awful service 

          Posted By : Chris Taylor, 16-Feb-2007, 05:01pm

          Although the original poster clearly had a complaint against the service provided by FJ's agent, the breakdown firm (and yes, IMHO the complaint should be made to FJ as it is with them that you have the contract and for thyem to take up with the party to whom THEY have let a contract) whereas in your case it seems that breakdown form full marks, "could do better" for FJ.
          That said, in this sort of situation perhaps the approach to FJ should be in the form of a request to raise the matter with their agent, rather than as a complaint against THEIR (ie FJ's) service. Until you tell them, they cannot be aware of any shortcomings. Should you fail to get satisfaction, THEN your complaint really is a complaint against FJ themselves.

          • FJ Breakdown Cover, Awful service 

            Posted By : Claire Hill, 17-Feb-2007, 06:01pm

            We have had the same problem with the BREAKDOWN SERVICE not once, but twice!
            
            They tried to claim that the breakdown cover had run out even though on each occasion the insurance still had months left to run. They wanted our credit card details too but we argued the point and eventually they sent a recovery service out to us.
            We had no problem whatsoever witht he recovery service provided - each time it has been the operator. Maybe a little more training is required.

            • FJ Breakdown Cover, Awful service 

              Posted By : Chris Taylor, 17-Feb-2007, 06:22pm

              By the sounds of it, if there is a problem in communicating the currency of members' breakdown cover from FJ to the service provider, perhaps FJ also need to review their processes with their contractor. Either there is a problem with FJ communicating cover details to the breakdown firm, or FJ are being ill-served by their contractor!

              • FJ Breakdown Cover, Awful service 

                Posted By : John Davies, 17-Feb-2007, 07:04pm

                I still feel that FJ misrepresent/ed the level of cover for continental recovery.
                See my post: http://www.tssc.org.uk/messageboard.asp?board=insu...
                
                The upshot of that was that I did get a cheque, but that was because the Silverback was damaged in transit back to me.
                I got nothing, not even an apology, for the behaviour of FJs continental agents or the French garagiste who took the car.
                
                The FJ desk here in the UK was unfailingly polite and tried to help, but I'll never insure with them again.
                
                John

          • FJ Breakdown Cover, Awful service 

            Posted By : Jon Morton, 19-Feb-2007, 00:03am

            I inquired as to their complaints procedure, I was told to complain directly to FJ. I have drafted the email and will send it this week. I will also CC in Mike Crewes as suggested.
            
            I will post their response, though I don't hold out much hope for any renumeration, or indeed an apology, but we will see.
            
            I will enquire how much cheaper my insurance would be with out the breackdown cover option, as i will now seek out another rescue service.
            
            Jon