Vehicle not repaired to my satisfaction

Good day,

I am writing to formally raise my dissatisfaction regarding the handling of my vehicle claim and the ongoing issues following the repairs completed by Auto Magic.

To begin with, I took the initiative to contact VW South Africa directly in an effort to have the back-ordered part fast-tracked. Following this, I was informed by Auto Magic that the part had finally arrived, which I do appreciate.

However, despite the urgency and the effort made to expedite the process, I was advised that my vehicle could only be booked in on 18 May, or alternatively 12 May as an exception. Considering that I had already waited close to a month for the part to arrive, it is extremely frustrating to now face an additional delay of several weeks before repairs can even commence.

I also explored the possibility of having the part transferred to another Auto Magic branch in the hope of securing an earlier booking date, but I was informed that each branch would need to order its own part. This was confusing to me, as my understanding is that Auto Magic operates as one company across multiple branches.

In addition to the above delays, I now have serious concerns regarding the quality of the repairs performed on my vehicle.

The vehicle was repaired and collected, however since the repairs were completed, my parking sensors are no longer functioning the way they did before. Previously, the sensors would begin detecting objects immediately once reverse was engaged, with the warning sound starting softly and gradually increasing as the vehicle moved closer to an object.

Currently, the sensors only begin detecting obstacles at a very close range. I compared the behaviour with my sister’s VW T-Cross and my husband’s VW T-Roc, and there is a clear difference in how my vehicle now responds compared to before the repair.

I have since contacted VW directly and was advised that the vehicle may require a proper sensor positioning and calibration assessment. My concern is that during the repair process, particularly after the bumper replacement and sensor-related work, the sensors were either incorrectly positioned or not properly calibrated.

What concerns me further is that Auto Magic continues to insist that a VW diagnostic assessment is unnecessary, despite the fact that the vehicle is no longer operating as it did prior to the repairs. To my understanding, Auto Magic is not an approved VW panel beater, which raises the question as to why the vehicle was never referred to VW for a proper diagnostic inspection and calibration after the repairs were completed.

I have attached my conversation with a VW/Audi specialist, who confirmed that while the sensors may still technically function, a noticeable change in behaviour after repairs is something that should absolutely be investigated further. I’ve also attached pictures as proof that no sensing is detected at an early stage.

At this point, my argument is simple: I submitted a claim for damages, paid my excess, and IWYZE paid Auto Magic for repairs. Yet my vehicle has not been restored to the condition and functionality it was in prior to the accident.

I would therefore like clarity on the following:

Why is Auto Magic refusing to book my vehicle in at VW for an assessment? Why is there such resistance to allowing VW to perform a diagnostic inspection and calibration? If I take the vehicle to VW myself, who will be responsible for the costs, as this should reasonably form part of the claim process? What is the purpose of paying insurance and using an approved/recommended panel beater if my concerns regarding incomplete or unsatisfactory repairs are not properly considered? Given the circumstances, I kindly request that this matter be urgently escalated and that an appropriate solution be arranged as soon as possible, including authorisation for VW to conduct a full diagnostic assessment and calibration of the parking sensor system.