Pathetic Service - Poor Response - No Committment

Dear Theo

As a representative of Discovery Insure’s executive office, I would like to request that, due to the service received by my client and the blatant lies that have been thrown around, Renew-It Randburg be removed from the list of Discovery Insure accredited repairers.

I would like feedback on how Discovery Insure will be addressing the incomprehensible treatment that Deon Naidoo has received.

Kind Regards, Bruce Manson

On 26 Nov 2018, at 10:10, Bruce Manson ********** wrote:

To Whom It May Concern

I am drafting this email to advise you of the CONTINUED **** SERVICE AND COMMUNICATION FROM RENEW-IT Randburg.

I phoned this morning asking to speak to Salim to find out when the car would have completed the Haval Inspection and what time Mr. Deon Naidoo can come to collect his car.

This is after we received confirmation that the car would be completed and ready for collection on SATURDAY!!!!!!!

Corlia (Personal Assistance to the Director of Renew-It Randburg) has just advised me that the car is only able to go to Haval at 13:00 AS RENEW-IT IS STILL BUSY FITTING A DOOR COVER TO THE VEHICLE).

I AM HUGLY DISGUSTED WITH THE INCONSISTENT PATHETIC INFORMATION THAT IS BEING PASSED ONTO YOU CLIENTS. THIS IS TANTAMOUNT TO DECEPTION ON BEHALF OF THE REPAIRER!

I have requested Corlia to get her Director to give me a call to explain how a car that was supposed to be ready last week Wednesday is STILL UNDERGOING REPAIR! I would appreciate an email confirming the WRITING how you can expect this to be considered good service!

Please refer to the email string below for the feedback that has been given so far!

I hope you guys are really proud of the service you are delivering to your clients!

I await your reply.

Kind Regards, Bruce Manson

On 26 Nov 2018, at 08:55, Bruce Manson ********** wrote:

Hi Everyone,

Please confirm what time the vehicle will be taken to Haval for the inspection and confirm what time the vehicle will be ready for collection.

Kind Regards, Bruce Manson

On 22 Nov 2018, at 16:10, Theo Mokhine ********** wrote:

Hi Jay, Thanks for the update. Regards, Theo From: Jay Velen Sent: Thursday 22 November 2018 4:09 PM To: Bruce Manson ********** Theo Mokhine ********** Cc: Nizamdin,S. (Saliem) (Renew-It Randburg) ********** Gerry Du Plessis ********** Shannon-Lee Gregorio ********** Subject: RE: Claim ********** / Deon Naidoo / Haval H6 Reg no. HD53NKGP / Renew it Randburg – Complaint Good Day , RE: Claim ********** / Deon Naidoo / Haval H6 Reg no. HD53NKGP / Renew it Randburg – Complaint Renew it Randburg , has sourced an original , brand new ,Cooper tyre for the client and it has been fitted to the vehicle. The vehicle is being polished and cleaned. The vehicle will be ready for Inspection , tomorrow morning. <image002.jpg> Regards Jay From: Jay Velen Sent: Thursday, November 22, 2018 11:52 AM To: Bruce Manson ********** Cc: Nizamdin,S. (Saliem) (Renew-It Randburg) ********** Theo Mokhine ********** Gerry Du Plessis ********** Shannon-Lee Gregorio ********** Subject: Re: Claim ********** / Deon Naidoo / Haval H6 Reg no. HD53NKGP / Renew it Randburg – Complaint Hi Bruce

The vehicle was inspected, this morning, Renew it is sorting out the panel gaps, some polishing on fender, fender alignment. Cleaning of polish residue. Door plastic cover to be fitted.

I will look at the vehicle at 3pm today.

Regards Jay

Sent from my Huawei Mobile

-------- Original Message -------- Subject: RE: Claim ********** / Deon Naidoo / Haval H6 Reg no. HD53NKGP / Renew it Randburg – Complaint From: Jay Velen To: Bruce Manson CC: "Nizamdin,S. (Saliem) (Renew-It Randburg)" ,Theo Mokhine ,Gerry Du Plessis ,Shannon-Lee Gregorio Good Day Bruce , RE: Claim ********** / Deon Naidoo / Haval H6 Reg no. HD53NKGP / Renew it Randburg – Complaint Thank you for your email, Saliem confirmed , that the Cooper tyre could not be sourced locally and requested an approval for the 2 new Pirelli tyres ,as per the clients request. Mr. Theo Mokhine , the manager that is assisting with this complaint , from the Discovery Insure Executive office , has approved the 2 tyre at 3:52pm today. I had revisited Renew It Randburg , after the approval , to make sure that the tyre will be ordered for the clients vehicle , as per the approval. The vehicle is currently in the Quality Control department and I will look at the vehicle tomorrow morning. I will provide you with an update , thereafter. <image003.jpg><image004.jpg> Regards Jay Velen Quality Motor Assessor Vehicle Repair Management Discovery Insure Cell: ********** Please note we have moved. 1 Discovery Place, Sandton Postal Address: PO Box 3888, Rivonia, 2128 Website: www.discovery.co.za <image005.jpg> From: Bruce Manson ********** Sent: Wednesday, November 21, 2018 3:32 PM To: Jay Velen ********** Cc: ********** ********** ********** INSURECOMPLAINTS ********** Compliance ********** Subject: Fwd: Claim ********** (COMPLAINT) Dear Jay As per you request, please see my email in order for you to communicate with me. To further this, YOU TOLD me on the phone that Rodney Pillay was sourcing a Cooper Tyre for Mr. Naidoo’s vehicle. I responded to this stating that Cooper South Africa has NEVER imported this tyre and there is NO STOCK of the tyre in South Africa. You then told me that Tiger Wheel and Tyre in Randburg and Cresta BOTH HAVE STOCK OF THIS TYRE. I proceeded to phone Tiger Wheel and Tyre - Randburg and Tiger Wheel and Tyre - Cresta WHO BOTH ADVISED ME THAT THEY HAVE NEVER HAD STOCK OF THIS TYRE!!!!! The whole reason for my call to Renew-it Randburg, to Discovery Insure AND TO YOU was to try get this matter resolved. YOU SEEM TO BE DELAYING THE PROCESS FURTHER BY TRYING TO SOURCE A COOPER TYRE. Cooper South Africa has advised me that they have not imported this tyre into SA, so unless you are planning on manufacturing the tyre YOURSELF, this is just going to delay this repair by another day. Please can I get SOMEONE to get hold of the assessor at Netassess to get the replacement of 2 new tyres authorised for this vehicle. Furthermore, as Discovery is NOT wanting to replace 4 tyres on this NEW VEHICLE, the client has stated that if there are any issues with the replacement of only 2 tyres, her is going to hold Discovery Insure liable for this and will be reporting you to the OMBUD. I trust that you see the issues that you have caused and I would like to draw your attention to the fact that you told me that Rodney Pillay from Super Renew-it in Randburg IS GOING TO SOURCE A COOPER TYRE FOR THIS CAR!!! PS you advised me that you would give me a call when you sourced this tyre. I am eagerly awaiting your call!!!! Kind Regards, Bruce Manson (C) ********** Begin forwarded message: From: Bruce Manson ********** Subject: Fwd: Claim ********** (COMPLAINT) Date: 20 November 2018 at 08:47:52 SAST To: ********** Begin forwarded message: From: "Naidoo, Deon" ********** Subject: RE: Claim ********** Date: 09 November 2018 at 13:48:38 SAST To: Natasja Badenhorst ********** Vehiclerepairmanagement ********** ********** ********** ********** ********** Cc: queries ********** ********** ********** ********** ********** ********** ********** Dear Natasja I am penning this mail to express my disappointment and displeasure in the handling of my Claim : ********** . Today is literally Two(2) months since my vehicle was admitted for repairs. I have been at pains to exercise patience and tried to demonstrate an understanding of the challenges both you, the Insurers and RENEW IT, the repairers would face in honouring my claim. Unfortunately, the treatment I have received from Discovery and RENEW IT has been anything but honourable, in fact far from it. 13th September 2018 Repairs are scheduled to commence and the commitment from both Discovery and RENEW IT, is that the repairs would take an estimated 15 days. During the process, I initially received updates from RENEW IT and then it abruptly ceased. Follow up phone calls met with an explanation, that parts had been ordered and awaiting arrival. Around end September: Parts arrived (Door and Fender), however now additional damages have been identified. It started with Shock absorbers, then wheel bearings, extended to the Steering rack and finally a dust cover on the Gear Box. Every additional repair was identified individually resulting in approval being sought from Discovery, then only parts ordered and eventually the repair. This leads me to assume that the initial Assessment by Net Assess (I presume) was not conducted in a diligent and thorough manner. (it would be interesting to compare the initial assessment and the eventual work done) Another 2 weeks I have to follow up. I have to call. Finally decided to call Discovery, I was assured that my call will be returned, since my claims Handler, Natasja Badenhorst was unavailable. A week later, no return call – NOTHING. (apparently Natasja did not even receive notification to call me) 5th November 2018 Call to Natasja to express my disgust, in the now – NO SERVICE DELIVERY. This is followed by an email below, which Natasja had to follow up on 2 days later, and no one has responded. ( Customer Service / Care ?????) In my opinion, everyone is complicit now; Discovery , Net Assess, Renew It. By extension – The Repair Management Team - that has not even taken the trouble to acknowledge my complaint. The Final Straw 6 November 2018 ( almost 2 MONTHS to the day) In conversation with Renew It, I am assured that all repairs have been completed. One outstanding issue – the Dust cover, however the part has arrived and it will be attended to. I receive a commitment as follows: My vehicle will be READY for collection Friday 09 November 2018 The initial assessment report will be provided. The final repair report will be provided. The wheel alignment report will be provided. A report from HAVAL service centre, that the integrity of the vehicle is sound; ie. The repairs have restored the vehicle in accordance with HAVAL standards. 3 Calls to Renew IT this morning (9 November 2018), only to be informed on the 3rd CALL, that the dust cover repair is still outstanding, in fact they are not even sure whether the part has arrived. So – NO VEHICLE TODAY. I have been **** to, I have been PATRONISED with assurances, and it seems no one gives a DAMN. I am expected to diligently ensure that funds are readily available when my premium is due. I will be expected to pay the excess when I EVENTUALLY collect my vehicle. I am not permitted to have an excuse, stall or lie – I MUST PAY, yet the treatment leaves much to be desired. Where to from here ? I hope and trust that I can get my vehicle back ASAP. Whilst your organisations are Large and my voice is small, I will share my experience with others. Fortunately Social Media makes this possible and easy. Next step for me : WAIT; WAIT; WAIT. Deon Naidoo Area Sales Manager Africa Industrial Scientific Office : +27 11 ********** Mobile: +***6 ********** (nb” email amended) Web:www.indsci.com Skype: deon.naidoo223 Johannesburg South Africa Customer Support Email: ********** Technical Support Email: ********** From: Natasja Badenhorst ********** Sent: Monday, November 5, 2018 9:34 AM To: Vehiclerepairmanagement ********** ********** Cc: queries ********** ********** Naidoo, Deon ********** Subject: [EXTERNAL] Claim ********** CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good day All Please assist the client is unhappy. there is more and more damages to the vehicle He is saying, that the repairer is finding more and more damages he wants to complain about the assessment that was done that it was not done properly the first time around and he wants to know when he will have his vehicle back as it has been 2 months and the repairs are still not completed I have cc’d the client as he wants to email is complaint as well to every one as he wants feedback on the delays and the repairs Kind regards Natasja Badenhorst Consultant- Broker Specialist Claims Discovery 1 Discovery Place, Sandton | P.O. Box 786722, Sandton, 2146 Direct: +27 11 ********** Email: ********** | URL: www.discovery.co.za Find out more about other Discovery products