Service promise is just words on the documents

I

These are the litany of events.

1. logged a claim on 19 March 2025 through the telephone around 08:30. After Waiting for a towing truck for over 2 hours, I ended up taking the car to the workshop without A&G assistance. I have attached the initial whatsapp communication, Boitumelo needed my exact location hence we started chatting on whatsapp.

2. Over 19 March to 14 April). I have never received a call from A&G as the service promise to update me on the claim. I have spent time contacting A & G. These calls are recorded. You can listen to how consultants were dismissive, not aware of processes, tried to manage me by creating lies (listen to a call where a consultant tells me my car has been moved to another workshop – 13 April 2025. The service promise mentions how they go through vigorous training. I have attached a call log. (Call backs were promised and never came) No response other than after I asked a team leader on 14 April and Llewelyn and Mfundo contacted me.

3. Consultants delegated me to communicate with BMW to get information. I wrote the emails to BMW and copied warranty@auto. You can refer to those emails. Despite BMW sending the documents, Auto & General claimed they did not receive them, so I followed up with BMW. All communication is on email to Warranty@auto. I suffered more abuse trying to understand technical language with the workshop manager at BMW. (I will take that up with the Consumer Council).

4. Auto and General consultants have not communicated for 28 days, no updates, no communication. As mentioned, please refer to the service promise.

5. One of the instructions from Auto and General was to negotiate with BMW on the quote. I think the quote from BMW is unreasonable, but Auto and General has not actively participated in the process of remedying the situation. I was minimised, insulted and treated like a stupid person by the workshop manager at BMW. This negotiation had nothing to do with me, but had to do it as time was moving and A&G was silent.

6. I mentioned that a team leader, Llewelyn and Mfundo contacted me after I asked to escalate the issue on 14 April 2025. Both mentioned missing documents and requested them from me, while the car is at BMW and they have access and contact details of the workshop. BMW responded by reminding Mfundo that those were sent a while back. Which is disappointing for me because it means my claim is not a priority to A&G. Again, the service promise.

7. BMW is very clear in their email. They do not sell individual components for the gear box and the cooling system, so they have to replace the whole thing. I have suggested to consultants to move the car to an RMI approved workshop who would be able to fix the problem and not replace the entire engine.

8. I am drained and exhausted by this claim. No communication from A&G, no answers when I call, no accountability. Please apply the service promise to my experience and advise accordingly.

I am logging this complaint for the flaunting of the claim process.

My next email will be to BMW about flaunting my consumer rights according to the Consumer Protection Act, Consumer Rights number 1, 8 and 9.

This has been the most horrible customer service experience for me. I have tried to be reasonable, unfortunately that hasn't borne fruits for me. I would like an intervention to resolve this issue.