BMWSA Complaints not resolved

Santam appointed BMW Supertech Durban for work to be done on my vehicle beginning of March and I waited for 3 weeks following up and checking all if not at least most of the parts had arrived. I only brought the vehicle for repairs on the 29th of March 2018; this means that the vehicle has been at this workshop for more than 90 days.

On realizing that this is not getting resolved, I then decided to register a formal complaint with BMW SA on the 18th June 2018 (REF: ********** 371). I complained on the paint color that was used on the vehicle that it was different from the color of the vehicle. This has been confirmed by the paint specialist appointed by Santam on the 29th May 2018 and would therefore like BMWSA to assist in resolving this matter. A week later I received a call from Mr Ali Kganane who explained to me the procedures that would be followed to resolve this complaint. He stipulated that I will get a call to setup an appointed with the Technical Manager from BMWSA on the next visiting date to the workshop.

Indeed I received a call from Mrs Dudu Khumlo informing me that the technical manager has been to the dealership; and although as BMWSA they acknowledge color variation on the vehicle the technical manager has specific things that HE (Technical Manager) wants HER (Dudu Khumalo) to write on the letter that was to be sent to me.

I was shocked to receive a letter that refers to inspection that was done on the 14 June 2018. This is prior to me laying the formal complaint. I also enquired on the nature of the assessment done. Dudu informe me that the Technical Manager ONLY inspected the panels that were worked on by BMW Supertech. On trying to raise my concern that my complaint had to do with the color on those panels in comparison to the rest of the car. I also raised my concern that the letter is not addressing my complaint; it is clear that is refers to an assessment done prior to me laying a complaint with her; therefore her correspondence was not procedural. She has since ignored my email. It is clear that the complaint procedure I was advised about was not followed. I hope this matter could be resolved.

As it is I am desperate that my vehicle be returned to a state that it was prior to the accident this include paintworks. I am also getting harassed for a courtesy vehicle while my vehicle has issues that are not being resolved.