URGENT: Ongoing Negligence and Unacceptable Delays – Vehicle Still Not Repaired Since July

Dear Peter,

I am writing this email on behalf of Mr Innocent Khehla Ximba (ID Number: ***), the owner of the vehicle in question. I am acting as a third-party representative because this matter has dragged on for far too long and has become completely unacceptable.

Mr Ximba’s car has been at CV Joint MRI (C.V. Joint Specialists) in Durban – 143 Crompton Street, Durban, KZN, 4001. The level of incompetence and lack of accountability displayed by both CV Joint MRI and Auto & General is shocking.

The initial engine repair was already approved and paid for by the insurer, yet after that, CV Joint MRI claimed the car still could not start due to another issue. Approval was requested again, and from that point onwards, absolutely no progress has been made.

For months, both parties have been giving excuses instead of solutions. The workshop blames the insurance, and the insurance keeps requesting documents one at a time, dragging this out unnecessarily. This back-and-forth has become an endless cycle and shows complete disregard for the customer.

On Tuesday, 18 November, we went to the workshop at the mentioned address and insisted on speaking to management. Mr Reddy introduced himself as the manager, and Glenn as the supervisor. Glenn phoned the insurance while we were present. Despite that, nothing has changed. We were told an engineering report would be sent and that we would be CC’d immediately. To this day, that report has not been sent.

Mr Ximba continues to pay his monthly insurance premiums, yet his car has been sitting untouched for almost four months. Every time we follow up, we are told the matter is a “priority,” but clearly, it is not. Instead, we are being tossed around with no straight answers, no timelines, and no commitment from either party.

At this point, it is impossible to understand where the delay is coming from, and frankly, it should not take four months to resolve a repair approval. This situation is beyond unreasonable and deeply frustrating.

We are demanding immediate escalation of this matter. We expect clear communication, urgent action, and a firm timeline for when the vehicle will finally be repaired.

This cannot continue any longer.

Regards,