No response from Burger King after accident was reported

On Sunday evening, 10 March 2019, I called the Call Centre to report an accident at their branch in George where one of our mountain bikes where badly damaged. I followed up with and email send on Monday, 11 March 2019, with photos. When I did not get any response, I again send the email on 15 March 2019. To date I had no response.

The incident took place when we arrived at Burger King with our bikes on the roof. We made use of the drive-through and drove through the high restriction board and stopped under the roof where we placed our order, reference number 4985. We then had to proceed around a corner to pay and collect our order. There is not indication that there is another roof as you go around the building or that it is lower where we have just past. As we drove around the corner, the bike hit the roof of the building and causing severe damage to the frame. After paying and collecting our order we stopped at the front door wanting to see the manager. However, he was not available as they were busy closing for the evening. It is then that I called the call centre to report the accident.

We would like to proceed with how to claim the cost of repairing the bike as there was no warning of another roof or that the high restriction was different.