TD
Teboho D
1 reviews | Active since Sept 2023
10 Oct 2023, 07:48
Pathetic service and No communication
I was involved im an accident on the 1st of September. On the 4th of September, the car was collected. I didnt receive any feedback from that date till I called to get an update. Few days later I got an email stating that they repairing the car and excess is R4000 and ETA for repair is 26th September. Suddenly i get mailed back being told I’m not directly with Pace, but with Earn a car and my excess is either R3000 or 10% of the damage, which I am well of and thought thats what the initial mail intended. I am irritated at the fact that I have to keep calling asking about an update and all i am told is “we dont have any information until the repair is completed”, no excess fee communicated, I dont know where the car is, I have to keep calling to just get an update. I am not a person to complain, but i work in a customer environment, and I know how important it is to keep a customer/client informed of status or progress.
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Replies (3)0
Replies (3)
Earn A Car's replyOfficial
10 Oct 2023, 08:06Thank you for your comments. We will investigate and revert.
Earn A Car's reply10 Oct 2023, 08:06
Official
Thank you for your comments. We will investigate and revert.
Earn A Car's replyOfficial
11 Oct 2023, 09:54Dear Teboho
Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you have experienced during the repair process of your vehicle. At Earn A Car, we take all feedback seriously and your insights provide us with the opportunity to address and rectify any shortcomings in our service.
We understand that the communication regarding the repair status and excess fee of your vehicle has not met your expectations, and for that, we are truly sorry. While we strive to provide timely and accurate updates, we acknowledge that there were gaps in our communication with you.
It's important to clarify that our intention has always been to keep you informed to the best of our abilities. Sometimes, the information available to us, especially regarding repair timelines and specifics, is limited until the repair is completed. However, we recognize that even in the absence of new updates, maintaining regular contact to assure you that the matter is being attended to, is crucial. This is something we will take to heart and work on improving
Your experience has highlighted areas where we can improve, and we will take the necessary steps to enhance our communication processes. We are committed to ensuring that our customers feel heard, valued, and most importantly, informed.
We have been informed that you have been contacted and provided with feedback. We will ensure that you are kept updated and that any outstanding issues are resolved to your satisfaction.
Once again, we apologize for the inconvenience caused and thank you for bringing this to our attention. Your feedback is invaluable in helping us to improve our services and ensuring that this does not happen in the future.
Earn A Car's reply11 Oct 2023, 09:54
Official
Dear Teboho
Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you have experienced during the repair process of your vehicle. At Earn A Car, we take all feedback seriously and your insights provide us with the opportunity to address and rectify any shortcomings in our service.
We understand that the communication regarding the repair status and excess fee of your vehicle has not met your expectations, and for that, we are truly sorry. While we strive to provide timely and accurate updates, we acknowledge that there were gaps in our communication with you.
It's important to clarify that our intention has always been to keep you informed to the best of our abilities. Sometimes, the information available to us, especially regarding repair timelines and specifics, is limited until the repair is completed. However, we recognize that even in the absence of new updates, maintaining regular contact to assure you that the matter is being attended to, is crucial. This is something we will take to heart and work on improving
Your experience has highlighted areas where we can improve, and we will take the necessary steps to enhance our communication processes. We are committed to ensuring that our customers feel heard, valued, and most importantly, informed.
We have been informed that you have been contacted and provided with feedback. We will ensure that you are kept updated and that any outstanding issues are resolved to your satisfaction.
Once again, we apologize for the inconvenience caused and thank you for bringing this to our attention. Your feedback is invaluable in helping us to improve our services and ensuring that this does not happen in the future.
TD
Teboho D's updateReviewer Update
16 Oct 2023, 09:46I am so shocked at this experience. I get a call from a lady by the name of Lebohang on Tuesday, saying the car should be ready on Friday for final checks and I can collect on Monday. She promises to call me back on friday with an update. SHE DOES NOT CALL. I go on Monday morning hoping that it is ready. To my surprise the car is not ready, they didnt like the paint job on it, so it failed QC. I requested an uber from the eastrand to get here R350, im requesting one to go back to work, and I still need to pay an excess of R4450. It is a huge inconvenience on my side due to poor communication. Can pacecar please advise how they will resolve this, or remove this excess as I am the one that is now being inconvenienced due to poor service.
TD
Teboho D's update16 Oct 2023, 09:46
Reviewer Update
I am so shocked at this experience. I get a call from a lady by the name of Lebohang on Tuesday, saying the car should be ready on Friday for final checks and I can collect on Monday. She promises to call me back on friday with an update. SHE DOES NOT CALL. I go on Monday morning hoping that it is ready. To my surprise the car is not ready, they didnt like the paint job on it, so it failed QC. I requested an uber from the eastrand to get here R350, im requesting one to go back to work, and I still need to pay an excess of R4450. It is a huge inconvenience on my side due to poor communication. Can pacecar please advise how they will resolve this, or remove this excess as I am the one that is now being inconvenienced due to poor service.