Insurance claim - repairs not done correctly - ABSA Idirect Claim No : ***8*001*003

FORMAL COMPLAINT : ABSA Idirect Claim No : ********** 8*001*003

Dear ABSA

Your service department has been unable to properly repair the my Vehicle (Honda Civic CF222232) and I need your help to resolve the situation.

On 15/01/2018, I dropped off my vehicle, a [Honda Civic Type R], to have its [external damage] repaired. When we went to collect the car on (22/01/2018), the Orbit employee assured me that the vehicle was in complete working order. After a brief inspection I noticed unsatisfactory work, I opted to leave the vehicle there and returned the next day 23/01/2018. When I returned, I decided to do a thorough inspection and I compared the quotation I received to the actual work done. First thing I noticed was, that not all the work on the quotation was done and more of the repairs was not done correctly. The Orbit employee (Louis de Souza) then advised me that ABSA sent through an revised quote by Mo Adams (ABSA Assessor) on (07/12/2017) 01:18pm which excludes some of the original repairs and cost saving material/parts was also replaced. I was not informed about the revised quote, even though I have email proof requesting one after an additional part was added. (see attached) 07/12/2017 (10:43am)

ABSA have not physically seen my vehicle after the accident, which is why I need to know how/why they can exclude work and parts on my vehicle after the Orbit assessor has finalised the quote on what was needed to repair.

I am left with a situation where my vehicle is not correctly repaired and now Orbit can’t complete the work quoted on the original quote. I'm certainly not happy, and I expect ORBIT to fix the car properly, but ABSA need to send them the approval for what they originally were quoted to fix my vehicle. ABSA employees have been ignoring my emails and thus have I decided to lodge a formal complaint. I refuse to pay the access amount (R2250.00) until my vehicle is fixed accordingly.

I expect three things: 1. Prompt repair of my car's at no additional cost to me 2. A free rental car for my use while my car is in the shop 3. An apology from ABSA and individuals who were involved.

ABSA your company's lack of service and professionalism is unacceptable to me. You may reach me at ********** 822 to discuss this matter further. I expect to hear from you by (31/01/2018)

Parties involved: 1. Orbit - Louis de Souza - ********** 2. ABSA – Mo Adams - ********** 3. ABSA – Anton Barnardo - ********** 4. ABSA – Idirect - ********** 5. ABSA – Busi Nkosi - **********

Sincerely, Danielle Cannon-van Merch Robin van Merch