CKP***/9 (Bad Faith (LS Autobody/Automagic), Bad Service (LS Autobody/Automagic), Process Failures, Lack of Accountability)

Dear King Price and Automagic,

Sifiso Tema here a Client of Kingprice. I'm writing to you this email in deep frustration with the manner and work that was conducted by LS Autobody on behalf of King Price and Automagic on the Mazda 3 on my Policy.

I want to give you a detailed outline of the issues, as well as to point out the process and Customer Service Failures that occurred. But also even worse, Employees at Automagic/LS Autobody mentioning things that I deem as acting in bad faith.

On the 18th of May 2023 I was referred to Automagic by Kingprice to bring my car for an assessment by LS Autobody, the Gentleman who handled the assessment took some pictures and asked what had happened to the vehicle. This data was then sent to Automagic for Moderation etc.

First point of failure: On the 23rd of May I recieved a call from Automagic to get the KMs travelled reading from the car as this was not done at assessment. Which I provided.

I then booked in my car with LS Autobody on the 25th of May 2023. The book in process was followed and I proceeded to pay my R4500.00 upfront. From what I understand Automagic and LS Autobody only quoted for paint and body work.

The vehicle was then stripped on the 26th of May 2023 and work commenced.

On the 5th of June 2023 I recieved a call from LS Autobody that the vehicle is complete and ready for collection. I arrived at LS Autobody on the same day in the morning, upon assessing the vehicle the following occurred.

Second failure point: The rear PDC sensors of the vehicle were not functional, please note that vehicle was impacted from the rear. (No QA done clearly). Had I not checked properly, I would have left with vehicle with these issues and the LS Autobody Workshop Lead didn't mention that the sensors had an issue before hand.

Third failure point: LS Autobody failed to produce a copy of the book-in check report that was done for vehicle on the 25th of May 2023.

I proceeded to notice that the left handside mirror was not function correctly.

This then became the painful journey that has brought us here.

I left the vehicle with LS Autobody who insisted all was fine and that they didn't touch the mirror.

I called Kingprice to notify them of the issue and the Kingprice Team proceeded to notify Automagic.

The following day which is the 7th of June 2023 I received a call from LS Autobody again to state that the PDC sensors a fine. With regards to mirror Automagic and LS Autobody advised that the Vehicle be checked by my Dealership.

Fifth failure point: On the 8th of June 2023. I received a call from a Franchise Manager from Automagic, little did I know at the point that this particular Individual was involved in conversations with LS Autobody, discussing the use of certain tactics to scare the Customer, which didn't make any sense as the Vehicle is still under warranty and service plan. I asked this Individual to contact my insurance and liaise through them as at this point the trust element between LS Autobody and I had been broken.

My insurance then called me later that day and I agreed to moving the Vehicle to Mazda for further assessment.

Later on that day I called this Franchise Manager to arrange for the movement of the Vehicle and we landed up in an incredibly heated conversation. This Manager called my insistence on going through my Insurance Company with any decision "unreasonable".

Sixth failure point: On the 9th of June 2023 I arrived at LS Autobody to collect the vehicle. Again I checked the PDC sensors and the rear left PDC sensor wasn't working as well as the left blind spot. The left mirror was now functioning.

Again the Workshop Lead and Service Consultant didn't inform me of this. It's as if they hope a Customer will not notice this and just drive off. I noticed this when the Workshop Lead pointed out to the left blind spot indicator. (QA not done)

I proceeded to get permission from Kingprice to move the Vehicle and gave LS Autobody a very poor review in the out going sign off. At this point I didn't trust that work was done accordingly and what else could have occurred in the fixing and storage of this vehicle.

The car arrived at Mazda on the 9th of June 2023 in the morning. Mazda booked in the vehicle and proceeded with their inspection.

On the 12th of June 2023 Mazda had found the root cause, the wiring of the sensors wasn't done accordingly by LS Autobody and you will see this from the attached reports.

Now I want to address to Customer service element atthis particular point.

1 - The King Price and Mazda Team have been fantastic in trying to resolve this matter for me, even when they had to deal with Automagic and LS Autobody stating things such as scaring off the Customer and at somepoints twisting innocent conversation and downright being dishonest.

2 - The Automagic Franchise Manager I spoke to on the phone on the 9th of June 2023 was already at this point acting in bad faith.

Please note that the arrogance and attitude that I received from this Individual cannot even be described, as People who work with Customer's I expected better. The King Price Team will inform you that I have remained very calm even after finding these emails. But at this point I have lost my patience and understanding. All I asked for was for everyone to act in bad faith, to the extent that I paid the R4500.00 access fee upfront.

My intention at this point is to share this information with you so that you can improve on this matter. I also have requested an apology from LS Autobody/Automagic which I have not received - the deadline set was for 3pm today.

I have also contacted the Kingprice cancellations department to ask for policy schedule and claims history to share with a Broker so that I can move Insurance Companies.

I have been a loyal and paying Customer of Kingprice since 2015 with multiple vehicles, moveable objects and household items insured with Kingprice and all I expected back from Kingprice and its business partners is for People involved in the process to act in good faith.

Thank you for your attention.

Best Regards, SC Tema