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Janine S

1 reviews | Active since May 2011

19 Oct 2017, 12:04

First For What kind of insurance

<p>On the 15th September 2017 I was in an accident in Herm****. When I called the Angels for assistance, the operator didn't bother to log my call, hence leaving me without any assistance. I called the call center on the 16th September 2017 and requested a call back and nothing. Monday I called the call center and spoke with Dylan who was so helpful to get my claim started. Theresa who was my Claims consultant was so bad in keeping me updated. I only heard from her once. I then posted a complaint of FFW Facebook page the Thursday and immediately I got a call back from Linda who looked into my complaint and got my claim processed. Linda called me back to say they listened to my recording and all she can say is "I'm sorry that you had to experience that. And we will do an internal investigation and the operator will be spoken too". So what about offering me something to keep me as your client... NOTHING! My car was delivered to Mullany's Auto body repairs on the 26th September and till now the 19th October 2017 I am without a car. The workshop has been giving me estimated dates of completion but not sticking to those dates as they keep changing. The FFW repairs department is so chilled and not questioning why it is taking so long to repair my car. And no one can tell me when my car will be done. FFW is not as per the advertising they have out there. They claim women should be safe and that they will be there... I am telling you... They were not there when I needed them. ****ty service!</p>

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Replies (5)
1st for Women
1st for Women's reply20 Oct 2017, 09:04
Official

We acknowledge receipt of your complaint.

We apologise for your frustration, one of our Customer Relation Specialists will be in contact with you shortly.

Kind Regards,
The First for Women Team.

1st for Women
1st for Women's reply20 Oct 2017, 09:38
Official

Update:

We confirm that the assessing manager has been in contact with you and confirmed that our assessor is on his way to the repairer in order to do a quality check. As agreed, the assessing manager will provide you with final feedback herein.

We apologise for the frustration you have experienced.

Kind Regards,
The First for Women Team.

JS
Janine S's update20 Oct 2017, 14:26
Reviewer Update
Good day, Thank you for your response and quick turnaround time on solving my problem. Quinton, the assessing manager contacted me and got me the answers I have been waiting for. I also received a call from Ian at Mullany's Auto Body Repairs to say that they will be covering the costs of a courtesy car for me till Tuesday, 24 October 2017. I confirm that Vineyard Car Hire delivered this car to me. I have always been a loyal paying client and all I wanted was to be looked after in the way FFW says that they do for al their clients. It should not have taken me, the client to get so angry and frustrated before a Manager got involved. Once he got involved it took him approximately 3 hours to get everything sorted. He got answers about my car. Gave the workshop feedback about the quality of work done and requested some work re-done. He also made sure I got a courtesy car at the cost of the workshop. Quinton was amazing... Thank You! I look forward to getting my car back in a good and safe condition. Sorry to say... But it's a mans world when it comes to the motor industry.
1st for Women
1st for Women's reply20 Oct 2017, 14:58
Official

You are most welcome, thank you for your feedback, we appreciate it. We will make sure to convey your compliment to Quinton and his manager.

Kind Regards,
The First for Women Team.

JS
Janine S's update24 Oct 2017, 11:40
Reviewer Update
It is Tuesday and still no car. The assessor Rudiwaan, has failed the car again! Mullany's has to be the worst repairs workshop that FFW could ever have chosen. It took the first agent who took my call the night of my accident to make me loose faith in FFW. Then along the way it was looking better until the repairs started. And then boom... the repairs department agent couldn't get things sorted. Then I got angry and a man got involved (the assessor) and things were looking a bit better (thanks Rudiwaan)... and then Boom... the bad workmanship done on my car failed the assessors approval on Friday, then Monday and again today, when I'm suppose to get my car. This is it. FFW has lost a valued client due to a bad choice in auto body repairers.