Rob and Jack

I am not happy with the lack or rather non-existent customer service at your establishment. Firstly When my car was delivered to your premises in Wynberg, I called Jack and the lady that recently left to request that they contact me before repairing my car. As I would not be in a position to make the access payment. I called every second day and I was told that the car is waiting for approval and Jack advised that the Standard Bank accesor was looking at the car and they would call me to advise what the outcome was.

I called yesterday to get an update on the status of my car and I was told it would be ready by 4pm and I would get a call to confirm. Needless to say that call was not made. I arrived at your premises today and I was told that R4,500 was due for access. I requested to speak to Jack and after waiting for over 10min Rob was asked to assist me.

Rob was rude, he informed me that he would not be absorbing my access and did not even give me the opportunity to explain my issue (that my car should not be fixed unless I approve the costs). Jack denied that I had spoken to him (I have requested call recording from my IT department and will share with you as soon as I get them). when I asked him why the car was fixed without my permission he advised that my insurance approved repairs. Now my car is not owned by any bank or insurance and I have the ultimate right to authorise any repair work done. Furthermore he disregarded my request for a quotation to be sent to me before any work was done on my. His behavior and attitude did not surprise me given that I had experienced such rudeness from a director of the business.

Basically I need my car back and as previously communicated to your staff members I dont have R4,500. Given that I had requested that no work be performed without my permission, I am happy that the be return in the state it was in before repair was done. Furthermore my insurance company does not have any legal right to authorise any repair work, they only approve the costs. Kindly inform Rob that my access agreement with my insurance or contract has absolutely NOTHING to do with him and he therefore should concern himself. I specifically informed your dishonest employee not to do anything to my car without prior authorisation from me.

Your assistance with my complaint will be highly appreciated. I have informed my insurance of this situation.