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ZK
Zoliswa K

1 reviews | Active since Dec 2017

19 Dec 2017, 17:25

Overall terrible client service

<p>Since I had an accident on the 11th December 2017, I have received terrible client service from call centre agents and there is never someone to escalate the query or complaint to, as supervisors are never on the floor. I have left my details on numerous occasions requesting a call from management and I am still waiting for a call after 4 days. My car went for an assessment relating to the damages on the 12 December 2017 and I was told as per Auto &amp; General policy the turnaround time to received feedback is 24 hours and that Nina Mzembe from Cape Town office will contact me to discuss my claim further as she was assigned to be the agent dealing with the claim. Till to-date I have not received a call from Nina Mzembe nor Auto &amp; General. I do not know the status of my car, management also failed to contact me and to top it all up my car is still in their possession. The agents have a procedural call opening line after they do a security check I can not quote it but its about the agent being qualified to handle the query and resolve it in a honest manner which I have not experience as their member. Its has been Can someone please advise on how do I proceed with the above?</p>

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Replies (4)
Auto & General
Auto & General's reply20 Dec 2017, 09:03
Official

We acknowledge receipt of your complaint.

We apologise for the frustration you are experiencing.

One of our Customer Relation Specialists will be in contact with you to discuss your concerns.

Kind Regards,
The Auto & General Team.

Auto & General
Auto & General's reply20 Dec 2017, 11:08
Official

Update:

As discussed with our Customer Relation Specialists, we confirm that we are investigating any/all service failures which we will address on an internal basis.

We have also arranged with the claims branch to make contact with you to discuss the way going forward.

Please accept our sincere apologies for any inconvenience caused.

Kind Regards,
The Auto & General Team.

ZK
Zoliswa K's update04 Jan 2018, 15:43
Reviewer Update
I am highly disappointed with Auto & General. Since they failed to assist me with the damages to my car they have not communicated with me with regards to the status of my car. Why must I be the one to always call you guys for feedback? I received an SMS stating that my car is at some auction company and extended an offer to sell my car. Why was it even sent there to begin with? And who had given a go ahead to sell my car? The reason I requested my car was to fix it myself because you guy are useless.Please return my car in the same condition it was in when I dropped it off at the assessment centre in Easy Way Bryanston and i want it to be towed to my address by tomorrow Friday 5 January 2018. A senior Manager in the Claims Department was supposed to contact me today with regard to the courtesy car investigation matter; still no communication received. Auto & General is terrible at communicating with its customers and have put me in such an inconvenience with my life. They do not care what their customers are going through and for one I will never recommend this company to anyone. Once my car has been returned, I want nothing to do with this company please remove my details from your system as I do not want to be affiliated with Auto & General.
Auto & General
Auto & General's reply04 Jan 2018, 15:57
Official

Update:

We have requested that you are contacted by the relevant manager to conclude your concerns.

Kind Regards,
The Auto & General Team.