Complaint

20/12/2019 my car was towed after having an accident. I was then given a courtesy car for thirty days. On the 3rd Jan 2020 panel beaters called me (automagic) To let me know they have my vehicle and will be working on it. I then asked how much is the total claim amount as my excess was high. The lady was to call me back but she didn't. I tried calling back and was taken from person to the other with no luck of who knows the story about my car. I then decided to wait upon the person who had called me to call back.

I think it was on the 8th Jan 2020 when I received a call from autogen claims dept. The lady wanted to confirm if I indeed cancel my claim as they have been notified by auto magic panel beaters. This was not true as I did no such. The time is now ticking, car is not fixed yet, is sitting with then unattended. Car hire period is coming to an end as well. I then reported the matter to complaints department at auto and general. They made their investigation and decide to extend car hire for few days. Then panel eaters automagic pietermaritzburg called to advise that I need to come in to sign documents as they want to work on my vehicle. I advised the lady that I am now back at work in Bloemfontein therefore I can't go to their offices but rather she must email me the docs. After for days docs were emailed to me I signed them and sent them off to the panelbeaters. The email back and advised me to sign everywhere indicated. One particular page I didn't sign which I still remember was the one which stated all the process to fix my car have been explained to me and I understood. Which was not true. When I called in the lady furiously told me "if you did not understand the documents you should have called us" I found this to be ********* and extremely irresponsible of her as she is employed to do such not me. She was supposed to explain to me all processes involved and therefore we both agree and I sign. I signed nonetheless for I wanted my car back. A day after that, she called and told me that the part required for fixing my vehicle is on back order. I told her to speak to the complaints department about the matter as the said they will not extend car hire any further, I also sent them an email but no response from their end. I then sent another email to compliance department as their policy pertaining complaints stated that one has to follow to hierarchy but nothing from them as well.

Friday the 30th Jan 2020 I called in to make follow up. The lady whom I talked to did not even consider the fact that I am the insurer paying them for services due to me. When I asked question she could not answer them but would always say "we will not extend car hire because it has been extended already before" or because panel beaters they told us that after numerous attempt trying to call you you were unavailable and this was their third reason now First was I canceled the claim Second=they thought I said, I did not have excess amount so they stopped working on my car THIRD one is that they tried several times to contact me but I was unavailable.

My question is if the could not get hold of me why the first two reason? How did they manage to come up with them as they say "I said" While on the phone with the lady I spoke to last Friday, I requested to talk to her supervisor as she was clearly out of line and clearly did not understand her position as the mediator between clientele and service providers for she was advocating for panel beaters instead of listening what I was saying, make her own report and submit to the superiors no. She said "my supervisor, will tell you exactly what I am telling you" can you believe it. Paying them every month without fail only to be treated like this? I personally increased my insurance policy premium contributions three times already yet I don't feel like I am being valued as a customer.

I waited for the supervisor I have not received the call only europcar want their vehicle returned as in yesterday at 13h00 for the insurance advised them they are not extending car hire. KINDLY INTERVENE hello Peter. TC THENGWA.

One more thing as I was talking to claims department I asked them to send me an email in writing stating their reason for declining extension of car hire as I have explained how their decision is affecting me, the lady said "all call are recorded, there is no need for that as I have already explained to you" I insisted on her sending me a written communication but till today none has happened.