Complaint

Dear All

Firstly I would like to outline the unfair and unprofessional manner you tread your customers. In my 13 years of working in the financial industry I have never come across this ************ behavior it really saddens to see that one company will treat its clients this way and think it’s ok. I am 100% sure I am not the only one out there that’s being treated this way. Firstly insurance should be there to insure the clients assets and not to break it further. Last year September I replaced a windscreen and my car started leaking water attached proof .I went back several times and still the car leaks water when it rains. I had a dent on my bonnet from the stone I had to pay access of R4250 for R3000 damage. In December my car was involved in an accident. I was hit from behind whilst standing at the robot. Waiting nearly 3 hours for the tow truck they finally arrived with a normal tow truck I told them why didn’t they bring a flatbed they said it was on its way. However on collection of my vehicle I noticed the cars left hand side did not match the right hand side. My husband showed this to the workshop manager. We then agreed to take the car as it’s my only form of transport to work and drop my kids off. We then had to pay the access amount of R4250. Which they said the person responsible for the accident will pay them and they will reimburse me this claim never materialized. We took the car home and I didn’t drive it at all the weekend as we were busy. Monday morning on my way to work I started noticing the car don’t want to shift gears.

I then called the insurance they arrange with panel shop to be picked up vehicle . To top it off 3 days after they collected my car the panel shops Mechanic and workshop manager from unique panels insisted the car is fixed I need to collect it. I insisted it’s impossible cause I stacked with the car. Riedwaan then spoke to my husband telling him there is nothing wrong with the car and this test done at vw will be at our cost. I’m confused now 3 people told us there’s nothing wrong with the car now vw tells us the gearbox needs to be replaced

Unique Panels Manager was also so shocked that I have to speak to him regards my vehicles process and not the insurance . After 3 weeks without a car and up and down calls they now claim that my accident had nothing to do with my damage to my gearbox.

Why does the call center agents promise me one thing and the outcome differ. Was this just to get rid of me when I had to follow up daily? Why did the call Centre promise to get my money back and they didn’t even call me I had to call them to find out what’s going on This is so frustrating ....

I have done extensive research regarding accident and transmission and have attached links that proves accidents do cause transmission issues. If Vw did a testing why are they just saying it’s not accident related. They should surely be able to tell me exactly what the cause of the damage is. I spoke to dsg technician and they agree that after a collision particles of the gearbox can damage and cause the car to have shifting problems.

However I am not a technician and I’ll leave that up to the professionals. The last question I would like to pose to my insurance is why did all the call center agents tell me they will sort my car out in the condition it arrived at the panel shop.