Bad Service

Please see my email below which i have just forwarded to the team leader of the person i am dealing with.

I have received nothing but poor service thus far with regards to this and really unprofessional service. I am sure by now you are up to speed with this claim as I would assume you would be. I tried contacting you on Friday to no avail, kept being put back to reception until I was asked to leave a message for which I did but till now I have not received a call from you as again you were not available and I now left a message with Retha Kruger for you to call me back.

My request was that I would like to use a preferred panel beater and I was told by Retha after checking with the assessor that my preferred panel beater was a non-approved panel beater, she then mentioned to me that if I wanted to use my own panel beater that I could be paid out the cash and I could get it done on my own but then Brolink/ABSA would take no responsibility for poor workmanship etc. I told her I would call her back and confirm, I then called back and could not get a hold of her and spoke to someone else and then they mentioned that it would have to be approved first which I assumed is the standard process but would be confirmed and paid out not based on what Retha had said. I was then asked by Retha if the vehicle is still financed and was confused by this question but answered her and asked why this was necessary. She then sent me an email stating that the cash payment was declined due to the vehicle still being financed and the banks interest comes first. This whole process has prolonged since last month, if I was given correct information from the start I would not be in this situation now and I am really upset and disappointed at the level of service rendered.

Further to this I had asked Retha last week Monday to send me the call recording of our discussion where we discussed the option of cash payment as she told me she mentioned to me that the cash payment would need to be approved first and I am disputing this as she did not tell me this nor did she ask me at that point if the vehicle was still financed. She said that it takes a day or two to retrieve (you can listen to last week Mondays call recording) the call recording and I was still patient enough to give her till Friday last week when I tried calling you. I have still not received the call recording and no feedback in this regard has been given until I called again today only to be told by Retha that all the managers are busy and that she has asked the managers for the recording again this morning.

My issue here is simple I am requesting a cash payment so I can get the work done at my own panel beater and I was told this was an option with no condition mentioned to me initially, I f I was told this initially I would have to accept this but I cannot accept this now due to the lack of professionalism and ********* behaviour. I urge you to please listen to these call recording and do the right thing as again this has prolonged for far too long.