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Tania B

1 reviews | Active since Jan 2012

20 Feb 2018, 17:57

Bad service & feedback

This is the second time I have claimed through my Discovery. Both times I have had shocking service. I am a sales person who realize on a car to do my job and made it very clear that to sort my claim out as soon as possible. I was promised a quote on the first Friday that my car was towed but Gordon told me they will only have it ready on Monday. I never heard from anyone, nor did I receive a mail. On Tuesday I called and Gordon was not available and spoke to another lady, she told me the assessment has not been allocated but would do it right away. After a couple of days I received the assessment that was not completed and also the fact that they want to do a recon on my mags at R1200 odd per mag. I travel a lot and cannot afford to take a chance. I also told them from the beginning that I would like to deal with someone in my area and also the fact that I will never allow Renew-it to fix my vehicle. Close friends and family have had a terrible experience with Renew-it. It has been a week now that I have requested that top management give me a call and still to day no one has called me. I have emailed Gordon van Wyk (case handler) with my concerns and still no reply. I am a very unhappy client and cannot sort my problem out because no body cares. My previous claim took over 2 months and had to send the vehicle back because the job was not done properly. I again had another problem when I received my vehicle back but still haven't had time to send it back because I am a single mom and cannot afford to be without a car. I have lost a lot of income due to Discovery and the company's they deal with. My current quote is not correct and it is extremely low for all that had to be fixed. I cannot describe how frustrated I feel. When I sent my email to Gordon I also cc customer care but all they do is forward the mail to him and don't take note of my complaint, in actual fact I don't believe they even read it.

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Replies (2)
Discovery Insure
Discovery Insure's reply21 Feb 2018, 10:28
Official

Thank you for raising your concerns with us.

Kindly note that we have tried contacting you telephonically.

We are currently investigating your complaint and feedback will be provided directly to you.

Regards

Preveshen
Discovery Insure

Best regards,

TB
Tania B's update26 Feb 2018, 13:44
Reviewer Update
Hi Preveshen, I finally received a call from Gordon and promised to get the assessors to revise quote and some of the damaged was not quoted. I also mentioned to him that I I cannot accept recon mags as it is not safe and acceptable. On many occasions I have asked him to get management to call me and even emailed the request. Preveshen I did also mention that I am in and out of meetings and asked if not available to leave me a contact number for me to contact management back. To date I have received no messages and Gordon also mention that the number that will call me will start with 011526...to date nothing. When I called Gordon last week Wednesday, he promised that management would call be that afternoon. Still nothing....I eventually had to call again but Gordon was not available. Spoke to another agent and left a message saying that if they cannot assist to have the vehicle towed to my are area to I can get a quote and get the job done myself. Whoever I deal with in my area, could liaise with Discovery. Still no response. Called this morning and spoke to an agent, she told me the last correspondence noted was stating that I would forward quotes. This was not the arrangement and I told her that how can I get a quote if I don't have my vehicle. I eventually got through to Gorden's manager Roland and explained my frustration but he said that he never had a message that he must call me. I even read him emails I sent to Gordon, requesting for Management to call me. I am beyond upset with regards to the treatment and service I have received. Asked him if someone in top management would call me and he said they are not available. He called me back to tell me they will send my vehicle to a panel beater in Krugersdorp, said will call him back with details. He told me top management will call this afternoon. I explained from the word go that I cannot afford for this claim to take long like the previous claim, it has now been two weeks to just get a quote. Still waiting for the revised quote as certain repairs were left off the quote.