PC
Phillip C
1 reviews | Active since Jul 2011
13 Mar 2019, 10:19
Very, very, very poor customer service
I had a fender bender. My vehicle was towed in and booked in at a panel beater by Auto & General via their supplier network. When my vehicle arrived back it had sustained new damage to a side panel. Reported this to Auto & General, was told an assessor will contact be within 24 to 48 hours to address and . After a week no one has contacted me yet.
What I have learnt from this experience is that Auto and General really does not care about customer service.
Not a single follow up to find out how my vehicle repairs are going. Not a single follow up to ask if the repairs was satisfactory. Not a single follow up after I advised by vehicle returned with new damage from the panel beater.
Auto & general does not care if a customer has a vehicle to drive with, all they care about is the monthly payments that they receive.
Helpful (0)
Replies (6)0
Replies (6)
Auto & General's replyOfficial
13 Mar 2019, 10:21We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you shortly to discuss your concerns.
Kind Regards,
the Auto & General Team.
One of our Customer Relation Specialists will be in contact with you shortly to discuss your concerns.
Kind Regards,
the Auto & General Team.
Auto & General's reply13 Mar 2019, 10:21
Official
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you shortly to discuss your concerns.
Kind Regards,
the Auto & General Team.
One of our Customer Relation Specialists will be in contact with you shortly to discuss your concerns.
Kind Regards,
the Auto & General Team.
Auto & General's replyOfficial
13 Mar 2019, 10:36Update:
As discussed, we are giving attention to your complaint and will provide feedback to you soonest. We do apologise for the frustration this has caused, the service failure will be investigated and addressed on an internal basis.
Kind Regard,
The Auto & General Team.
As discussed, we are giving attention to your complaint and will provide feedback to you soonest. We do apologise for the frustration this has caused, the service failure will be investigated and addressed on an internal basis.
Kind Regard,
The Auto & General Team.
Auto & General's reply13 Mar 2019, 10:36
Official
Update:
As discussed, we are giving attention to your complaint and will provide feedback to you soonest. We do apologise for the frustration this has caused, the service failure will be investigated and addressed on an internal basis.
Kind Regard,
The Auto & General Team.
As discussed, we are giving attention to your complaint and will provide feedback to you soonest. We do apologise for the frustration this has caused, the service failure will be investigated and addressed on an internal basis.
Kind Regard,
The Auto & General Team.
Auto & General's replyOfficial
13 Mar 2019, 12:38Update:
We confirm that your vehicle will be ready today. The Service Provider will be in contact with you to make the necessary arrangements for collection/delivery.
Once again, please accept our sincere apologies for any inconvenience this has caused and invite you to contact our Customer Relation Specialist if you require further assistance.
Kind Regards,
The Auto & General Team.
We confirm that your vehicle will be ready today. The Service Provider will be in contact with you to make the necessary arrangements for collection/delivery.
Once again, please accept our sincere apologies for any inconvenience this has caused and invite you to contact our Customer Relation Specialist if you require further assistance.
Kind Regards,
The Auto & General Team.
Auto & General's reply13 Mar 2019, 12:38
Official
Update:
We confirm that your vehicle will be ready today. The Service Provider will be in contact with you to make the necessary arrangements for collection/delivery.
Once again, please accept our sincere apologies for any inconvenience this has caused and invite you to contact our Customer Relation Specialist if you require further assistance.
Kind Regards,
The Auto & General Team.
We confirm that your vehicle will be ready today. The Service Provider will be in contact with you to make the necessary arrangements for collection/delivery.
Once again, please accept our sincere apologies for any inconvenience this has caused and invite you to contact our Customer Relation Specialist if you require further assistance.
Kind Regards,
The Auto & General Team.
PC
Phillip C's updateReviewer Update
13 Mar 2019, 13:07Thank you for the quick response. Awaiting the final outcome.
Kind Regards
PC
Phillip C's update13 Mar 2019, 13:07
Reviewer Update
Thank you for the quick response. Awaiting the final outcome.
Kind Regards
Auto & General's replyOfficial
15 Mar 2019, 12:29Update:
We have attempted to contact you in order to view your vehicle, without success. We will appreciate it if you can contact us back.
Looking forward to hear from you.
Kind Regards,
The Auto & General Team.
We have attempted to contact you in order to view your vehicle, without success. We will appreciate it if you can contact us back.
Looking forward to hear from you.
Kind Regards,
The Auto & General Team.
Auto & General's reply15 Mar 2019, 12:29
Official
Update:
We have attempted to contact you in order to view your vehicle, without success. We will appreciate it if you can contact us back.
Looking forward to hear from you.
Kind Regards,
The Auto & General Team.
We have attempted to contact you in order to view your vehicle, without success. We will appreciate it if you can contact us back.
Looking forward to hear from you.
Kind Regards,
The Auto & General Team.
PC
Phillip C's updateReviewer Update
15 Mar 2019, 13:25Good day.
Last week when I phoned Auto & General to report the problem, no one had the time or took the effort to contact me within a whole week. Only after I escalated via hellopeter did I get any response. As I explained to your assessor yesterday, I will be in meetings most of the day today and will see if I have time available today. Apparently your assessor is also too busy to fit my problem in on Monday when I have time again.
Its Ironic that when Auto & General phones a customer once they expect the customer to drop everything to fit in with their process in a single day, but when a customer phones Auto & General a customer is ignored for a week.
This is exactly the attitude and service I have received from Auto & General that clearly shows how they approach customer service. The customer is zero and Auto & General will do me a favor when it suits them.
Very very poor service indeed.
PC
Phillip C's update15 Mar 2019, 13:25
Reviewer Update
Good day.
Last week when I phoned Auto & General to report the problem, no one had the time or took the effort to contact me within a whole week. Only after I escalated via hellopeter did I get any response. As I explained to your assessor yesterday, I will be in meetings most of the day today and will see if I have time available today. Apparently your assessor is also too busy to fit my problem in on Monday when I have time again.
Its Ironic that when Auto & General phones a customer once they expect the customer to drop everything to fit in with their process in a single day, but when a customer phones Auto & General a customer is ignored for a week.
This is exactly the attitude and service I have received from Auto & General that clearly shows how they approach customer service. The customer is zero and Auto & General will do me a favor when it suits them.
Very very poor service indeed.