Subject: Formal Complaint – East Coast Panel & Paint (Durban Branch)

I am writing to formally raise my concerns regarding repeated negative experiences with East Coast Panel & Paint. Unfortunately, both interactions I have had with this branch were unacceptable and demonstrated a lack of professionalism, accountability, and customer care.

On my first experience, my vehicle was approved for repair and I was contacted to collect it. Upon inspection, I found broken clips and several items that had not been repaired as agreed. The workshop manager, Waseem, apologized but offered excuses such as “the clips stretched” and “the part was damaged in transit.” If this were the case, why was the part installed on the vehicle at all? A few days later, the repaired part became loose again. When I returned, I was told the damage was due to a “second impact,” which I firmly denied. Despite this, the branch refused to assist further.

On the second repair, after completion, I was informed that a cap was missing and that the vehicle had arrived in that condition. When I contested this, the branch insisted it was not their responsibility and advised me to take the matter up with my insurer.

These repeated incidents reflect a disturbing pattern of poor workmanship, lack of accountability, and dismissive customer service. In my view, this branch operates below the standards expected of an accredited panel shop. I strongly recommend that insurers reconsider their partnership with East Coast Panel & Paint, as their conduct undermines customer trust and damages the reputation of the insurance network.

This has been the worst panel shop experience I have encountered. Their staff lack professionalism, expertise, and basic courtesy.