Worst Service Delivery Yet Again! This is the 2nd Time.

Good afternoon.

I hope this email finds you well.

I would like to officially log a complaint against Auto & General and Auto R Panel Beater Polokwane. I was involved in an accident on the 4th of May 2022. My vehicle was assessed for 3 weeks by an assessor from Auto & General and he/she deamed my vehicle fixable and my vehicle was not written off. My claim was approved by Auto & General and Auto R was authorized to fix my vehicle.

On the 8th of June 2022, I received an sms from Auto R stating that they are awaiting authorization from Auto & General for a second hand engine. I was shocked and called Auto & General to find out what happening. Upon calling I told the call center agent that what is a second hand engine needed for, she failed to explain to me and I told her that I don’t want a second hand engine because there is nowhere on the assessment report where states that an engine is needed.

Later that afternoon I received a call from Mpho who was handling my claim at Auto & General and he explained to me that when Auto R assessed the vehicle they discovered that the engine was damaged. He further explained that there is a second hand engine that they could fit in my vehicle and if I wasn’t comfortable with that then the vehicle would have to be written off. I told Mpho that they can go ahead and fit the second hand engine. Mpho authorized Auto R to obtain the second hand vehicle.

On the 15th of June 2022, I called Auto R to find out about the progress of the vehicle and the receptionist said they have received the engine it is awaiting to be fitted. Fast forward today on the 29th of June 2022 I receive a disturbing picture of my vehicle stripped with the parts all over the place. Mind you they have been sending me sms’ stating lies that my vehicle is being fixed. I immediately requested to speak to the manager of Auto R.

The manager told me that my car wasn’t being fixed because they have to outsource a company to fix my vehicle. Firstly I was never notified that they are taking too long to fix my vehicle because the outsourced company is unavailable instead they send me messages telling me lies that my vehicle is being fixed. Secondly, what if the outsourced company is only available when the year is about to end? The manager said he doesn’t know when the outsourced company will be available for fix my vehicle.

How long will I be left without a vehicle? If Auto R has internal problems why are they affecting their clients? How long is my vehicle going to sit stripped with it’s parts laying all over the place at Auto R? I called Auto & General to complain about Auto R and no one was willing to assist me even Mpho the one who’s supposedly handling my claim. Mpho told me that once my claim is approved whatever happens after is beyond him and he can’t assist.

I have been badly inconvenienced by both of these companies and I would appreciate your assistance. I have to budget for public transport on top of the the other expenses I have to each pay for each month. I need my vehicle to go back and forth.