Absolutely shocking service!!!

Subject: SHOCKING SERVICE DELIVERY

AVBOB COMPLAINTS DIVISION : FUNERAL OF THE LATE MRS H. JONATHAN 12/09/2021

Chronological order of events :

My Mom (Mrs Jonathan) passed away on Wednesday evening , September 1st 2021 .She was collected by AVBOB Khayelitsha branch .

Thursday morning we liaised with Lunga at the Khayelitsha re requirements from us . Within the hour we fulfilled obligations requested ,ie BI forms etc .Lunga then advised they would collect docs and register death etc .

On Friday ,no progress ,although at 1pm we have it on record that docs were collected from hospital .

On Monday 6th , we inquired as to progress in order to finalize arrangements to be told driver is collecting docs from hospital and registration of death to be done .We waited till Monday 13:30 Lunga said "driver not back ". At 15:45 no word yet only excuses from Lunga . At 19 :10 Lunga advised they have done docs ,we were told to come into the offices, a driver collected us from the family home as arranged ,though late with no courtesy of a call re being late .

We spent from 10am till 4 pm at their office left sitting in the passageway whilst Lunga went to lunch and only after voicing our irritation at having to wait that long ,we were finally attended to .

Our consultation was one with total disrespect and conduct of AVBOB staff not that becoming from FUNERAL UNDERTAKERS . Staff interrupted consultation on a few occasions for matters not related to us and bizarrely looking for cell phone chargers .To boot Lunga accepted calls as well interrupting the consultation.

With delays from AVBOB we would only have funeral at 7am on SUNDAY MORNING due to church and cemetery obligations .

On Saturday 7 :45 am ,my grieving family was awoken with AVBOB at the door with my Mothers Body .

Owing to unprofessional and attentive conduct AVBOB got the day wrong ,causing added TRAUMA to my family being told "We have the body here "on Saturday morning . This resulted in heated liaison with Larry "the head honcho" at Khayelitsha branch ,with him having no clue as to his staffs happenings .

Larry was unapologetic saying "He will attend to the matter "

Only after calling Head-office liaising with Refilwe were we called in haste by Larry .

We got assurence from him that all would be on track Sunday morning as on Saturday morning AVBOB arrived late at the family home at 7:45 , THE TIME FOR VIEWING WAS SCHEDULED FOR 7 AM .

AGAIN AVBOB late with no COMMON COURTESY OF BEING LATE !

Sunday Funeral went off without a hitch, with AVBOB staff being punctual ,courteous and professional as becoming of them. Only then at the grave we noticed that the spelling of my moms surname was wrong.

As said to Larry on Saturday as if not for an essential service business related to the only sure thing in life, than death he would have been out of business ( owing to their POOR SERVICE DELIVERY)

To date 15 September 2021 there has been no apologies from LARRY or AVBOB only a call on Monday asking us to come into the office to discuss our grievances on service. We advised Larry in writing that he is welcome to fix an appointment at his convenience providing him with our address etc, no word to date. In consultation we were told payout would take 48 hours. I have received nothing .

Please see below pictures of pamphlet and cross .

Yours Sincerely CANDICE JONATHAN