Each week, the Guardian Angel column highlights complaints sent in by you, the consumer, and provides solutions or directs you to the appropriate resource. Problem: Yolande Jadoo said, “I recently purchased a Nissan Versa from Neal and Massy, and I was advised to use Presidential Insurance Company by Neal and Massy.” Ms Jadoo said on September 7, a Nissan Serena hit her vehicle on the left side and “since then to now I have not gotten back my vehicle.”
Ms Jadoo said the vehicle has fully comprehensive motor insurance, but the cost to repair is $71,000 and the vehicle costs $152,000 (with the interest added on for the loan). Ms Jadoo said her complaints are:
• Neal and Massy does not have the parts readily available to do repairs
• The runaround between insurance company and the car dealership—each one blaming the other for the time it is taking to complete repairs
• Unfair amount for loss of income/use ($75 per day)
• Length of time it’s taking to get repaired
Ms Jadoo said, “From the day of the accident, I told the insurance company I would like to get a new car because of the cost to repair, three months later, no car. The bank is calling for instalments and I need an income to survive.” Solution: Presidential Insurance Ltd’s claims department, when contacted regarding Ms Jadoo’s case, said the repairs, so far, were less than the estimate submitted by Neal and Massy.
The claims manager said the Versa is a relatively new vehicle and Neal and Massy does not have the parts in stock. In fact, the manager explained, many car companies in T&T are bringing in vehicles but are not stocking any parts for them, so customers have to wait for weeks for the parts to be shipped in. The manager said Ms Jadoo’s car is waiting on two parts for the repairs to be completed and he has received and paid for all the bills related to her vehicle.
When the service department at Neal and Massy Automotive in Morvant was contacted, the Guardian Angel was told the request for information regarding Ms Jadoo’s vehicle has to be made in writing and sent to Neal and Massy Holdings. In the meantime, Ms Jadoo’s complaint was forwarded to the Office of the Financial Services Ombudsman (OFSO) for action.
According to the OFSO’s Web site, the office was first established in May 2003 by the Central Bank “to investigate complaints from individuals and small businesses in respect of financial services provided by the banks and their subsidiary licensed financial institutions.” In May 2005, the office was expanded to include insurance companies.
The ombudsman’s office, located on Independence Square, Port-of-Spain, aims “to provide fair, sound assistance to customers who are not satisfied with their financial services provider and to mediate on behalf of those who have a complaint with their institution.” The office can be contacted at 625-4835; 5028, extensions 2650/2657/2681/2685 or info@ofso.org.tt.
Problem: Belmont resident Karlene Clarke said she lives near St Francois Girls’ College and for over eight days she hadn’t received any pipe-borne water. Ms Clarke said, “I called WASA and they gave me some kind of story like the pump break down. “How come other parts of Belmont has a heavy supply of water and only this side of Belmont is out of water? “I would like to know what is going on and when this side of Belmont is going to get back their normal supply of water.”
Solution: Ms Clarke’s complaint was forwarded to WASA and has since been resolved, as the water supply was restored. WASA said, “There was a series of problems, the main one being mechanical and electrical problems at the El Socorro Booster Station that adversely affected the supply.”