Item: Auto & General
Rating: 1
Author: Jerry T

Auto & General's replyOfficial

12 Feb 2018, 16:37

We acknowledge receipt of your complaint.

One of our Customer Relation Specialist attempted to contact you, without success and there is no room to leave any voice message since the line remains engaged.

We confirm that the outcome of the claim was discussed with you today. We will however investigate any/all service failures and address it on an internal basis, and apologise for the frustration this has caused .

We will direct message you our Customer Relation Specialist details and invite you to contact us back if you need to discuss the matter further.

Kind Regards,

The Auto & General Team.

Auto & General's reply12 Feb 2018, 16:37

Official

We acknowledge receipt of your complaint.

One of our Customer Relation Specialist attempted to contact you, without success and there is no room to leave any voice message since the line remains engaged.

We confirm that the outcome of the claim was discussed with you today. We will however investigate any/all service failures and address it on an internal basis, and apologise for the frustration this has caused .

We will direct message you our Customer Relation Specialist details and invite you to contact us back if you need to discuss the matter further.

Kind Regards,

The Auto & General Team.

JT

Jerry T's updateReviewer Update

14 Feb 2018, 13:06

Contacted me where? The consultant i spoke with on Monday did not even listen to anything i said but i was the one who called in to find what is happening, after telling me that i have to get the car repaired myself because the quote is below the excess amount, without my directive or knowledge, insurance still took the car to Kempton Park without informing me... Exactly what is going on and why am i the one that must chase after you people for the **** you people are doing? I am sick and tired of chasing you people around for your pathetic service... Your service was very nice in 2016 but now, i am having lots of doubts and regrets, and another thing to is your customer service staff are not trained correctly, they dont listen to clients, instead they want to talk on top of the clients voice instead of listening to the query and knowing the full extent. Rather let me take my car back, you people give me a full list of approved dealers to repair the car and i will rather take the car myself to where it should be repaired knowing i will get feedback of every procedure that happens with my car... Your service is getting very bad and if you dont pick up, you will lose the most valued clients.

JT

Jerry T's update14 Feb 2018, 13:06

Reviewer Update

Contacted me where? The consultant i spoke with on Monday did not even listen to anything i said but i was the one who called in to find what is happening, after telling me that i have to get the car repaired myself because the quote is below the excess amount, without my directive or knowledge, insurance still took the car to Kempton Park without informing me... Exactly what is going on and why am i the one that must chase after you people for the **** you people are doing? I am sick and tired of chasing you people around for your pathetic service... Your service was very nice in 2016 but now, i am having lots of doubts and regrets, and another thing to is your customer service staff are not trained correctly, they dont listen to clients, instead they want to talk on top of the clients voice instead of listening to the query and knowing the full extent. Rather let me take my car back, you people give me a full list of approved dealers to repair the car and i will rather take the car myself to where it should be repaired knowing i will get feedback of every procedure that happens with my car... Your service is getting very bad and if you dont pick up, you will lose the most valued clients.

Auto & General's replyOfficial

14 Feb 2018, 15:12

Update:

We appreciate it that you have contacted us back and provided us with an alternative number. We confirm that the matter was discussed with you in detail.

Since the claim falls within the excess, the repairs will be for your account. We did however proceed with a conference call with the repairer and the agreement is that we will forward our assessed quote to the repairer. The repairer in turn will be in contact with you to discuss the way going forward.

We also invite you to contact our Customer Relation Specialist should you require further assistance.

Kind Regards,

The Auto & General Team.

Auto & General's reply14 Feb 2018, 15:12

Official

Update:

We appreciate it that you have contacted us back and provided us with an alternative number. We confirm that the matter was discussed with you in detail.

Since the claim falls within the excess, the repairs will be for your account. We did however proceed with a conference call with the repairer and the agreement is that we will forward our assessed quote to the repairer. The repairer in turn will be in contact with you to discuss the way going forward.

We also invite you to contact our Customer Relation Specialist should you require further assistance.

Kind Regards,

The Auto & General Team.

JT

Jerry T's updateReviewer Update

14 Feb 2018, 15:25

Yes i understand that. Can Dorothy Smit's number not be engaged everytime i call back? Yes i know the repair is for my account its why i said they must inform me first of where they taking the car before just doing their own thing so i know where to look for my car when i want it but NOOOOO seems i dont get updated on nothing and no one wants to take responsibility for dropping the ball, instead they pass the buck like its my fault.

JT

Jerry T's update14 Feb 2018, 15:25

Reviewer Update

Yes i understand that. Can Dorothy Smit's number not be engaged everytime i call back? Yes i know the repair is for my account its why i said they must inform me first of where they taking the car before just doing their own thing so i know where to look for my car when i want it but NOOOOO seems i dont get updated on nothing and no one wants to take responsibility for dropping the ball, instead they pass the buck like its my fault.

Auto & General's replyOfficial

14 Feb 2018, 15:37

Update:

We confirm that the quote was mailed to the repairer, and you confirmed receipt of the email as well.

Please feel free to contact us should you need further assistance.

Kind Regards,
The Auto & General Team.

Auto & General's reply14 Feb 2018, 15:37

Official

Update:

We confirm that the quote was mailed to the repairer, and you confirmed receipt of the email as well.

Please feel free to contact us should you need further assistance.

Kind Regards,
The Auto & General Team.

JT

Jerry T's updateReviewer Update

19 Feb 2018, 12:08

Dorothy Smith, your phone is always engaged. I've just come from assessing my car at Authobahn Bmw myself and I am not happy at all, I don't want the bumper fixed according to the assessor initially chosen, I want it replaced with a new bumper altogether, no excuses, no stories. I'm paying so much for insurance on my car but you people are telling me R6000 to repair the bumper??? I want a whole new bumper, the repair centre is drawing up a new quotation for a replacement bumper and I want this paid from insurance, no hassles because I pay monthly. I'm without a car for so long and no one seems to care about that, I'm losing clients daily due to delays on your end. Sort this out asap

JT

Jerry T's update19 Feb 2018, 12:08

Reviewer Update

Dorothy Smith, your phone is always engaged. I've just come from assessing my car at Authobahn Bmw myself and I am not happy at all, I don't want the bumper fixed according to the assessor initially chosen, I want it replaced with a new bumper altogether, no excuses, no stories. I'm paying so much for insurance on my car but you people are telling me R6000 to repair the bumper??? I want a whole new bumper, the repair centre is drawing up a new quotation for a replacement bumper and I want this paid from insurance, no hassles because I pay monthly. I'm without a car for so long and no one seems to care about that, I'm losing clients daily due to delays on your end. Sort this out asap

Towing Services Very Appalling