Appalling service from Auto&Gen service provider

I submitted a car accident claim on 6th August 2018 to Auto & General and it was approved and assigned to RENEWIT in Randburg for repairs on 23 August 2018.

A lady by the name of Jaqueline from RENEWIT who is meant to be looking after my car and providing me with progress on the status of the car has failed me continuously in that regard.

I have on numerous occasions contacted RENEWIT to follow up on the progress of the repairs and every time I called in I would be told that there had been progress on the car but it was still not ready as they were waiting to receive parts that they had ordered. What is more frustrating is that all these updates I was the receiving on the progress of the car were solely due to me prompting them for feedback as they were never bothered to contact and update me.

Finally, the car was supposedly ready for collection on 27th October 2018 - after I followed up with Jaqueline. Upon inspection I discovered that the car had, not one - but two clearly visible dents and a few scratches that were never there before. The first dent is on the right back door, and the second one is on the boot of the car. These dents were not reported before the car was removed from the Soweto Toyota Dealership to RENEWIT. It appears as to me that RENEWIT saw the damages and were intending to conceal them from me in the hope that I would just collect the car without inspecting it.

I had excused the fact that they kept my car for 2 months without giving me feedback on the progress of the repairs but what I cannot excuse is the deceit behind all of this.

I have since forwarded my complaint to Auto & General on 30 October 2018 who followed up and instructed the repairer to investigate the cause of the damage on the car, the repairer later accepted liability, I have since received the car that had to be jump started for me to drive home. I now sit with a flat battery that I must replace myself according to RENEW IT and a back door electric window that does not work due to the damage on the door which was partly repaired it seems, and I have reported this. when I complain to my insurer I just get referred back to the repairer and there is no intervention. RENEW IT referred me to the car dealership where I bought the car last year to inquire about a warranty on the car battery and does not take into consideration that they had my car with them for 4 months which resulted in the battery cells dying.To this day my case is still not attended to with the urgency it requires.