Poor / Bad Service

My wife Candice Fredericks & myself Dwight Wright would like to express ourselves thoughts on the Poor / Bad Services we received from both parties which include FFW (our insurance) & Auto Magic as their Auto Repair Dealer.

Firstly, poorly / bad communications from both parties.

Secondly, poorly / bad after services.

Thirdly, poorly / bad repairs done from the Auto Repair Dealer (Auto Magic).

It gets even worse, my small claims was also a mess with communications with the Auto Repair Dealer & FFW. The one waiting on Quotations / Pictures. the other one waiting on Authorisations/approval. Delaying the process of repairs.

Then we received an email stating that the x1 small claims were Rejected due to (we were not even contacted by FFW or Auto Magic with the reasons why) upon till last week via email.

Also, we had a car hire on our policy which was updated to a 30day car hire and the delays with the car assessment & repairs at the Auto Repair Shop took days and time to inform us how long it will take for them to get the parts for replacements. (wasted) a few days on the car hire policy. We can come and collect our car whilst waiting for the parts to arrive which will take upon 34/37 days for arrival, which we did, collected our car (which we can make use of until then) and returned the rental.

Again on the 30th Sept, we were informed that we can bring in the car to the Auto Repairs Shop on the 2nd Oct, which we also did...was told to us by the Auto Repair Shop it will take up to 4 days for replacing assemble the parts as we have the rental car for 7 days.

Needless to say, we had to get in contact with FFW & Auto Magic to follow up on the car repairs as it was almost the 4th day going into the 5th day. Only then they realized that another part of the order did not arrive with the rest... so, now we sit with another issue, (car needs a few extra days to stay, we only have a day left with the rental car...

FFW was contacted by my wife, stating our issue...guess what was told to my wife at the time of the issue we having by not having a rental for the extra days for the Auto Repair Shop to finish off the car. We as the customers must either rent the car for a discount from FFW as they can't assist us with any extra days of rental. (However) we did update our Car Hire days from 15 days to 30 days, but we can't make use of it until the next claim. Really, who says that to a customer without making an extra effort or go the extra mile for their client?

I was so upset too what they have told my wife and took it upon myself to get in contact with FFW and share my thoughts with them. Only then we granted only x3 extra days without even getting in contact with the Auto Repairs Workshop (Auto Magic) and asking them what the issues are.

On top of that, the car was finally repaired on Friday the 11th of Oct and we had to rush to get to Auto Magic before 5 pm. (no courtesy notice is given that they will wait till after 5 pm and that we do not have to rush due to traffic & it's on a Friday afternoon.)

The inspection was done on the car by my Wife & Renier from Auto Magic, myself was busy inside with the payments & paperwork.

We eventually took off and head home (getting dark), on arrival at home in the garage where there's sufficient light, we discovered the following in attached pictures... paint chipping & gaps of the repaired bumper from the headlights. Please have a look at the attached pictures and tell me if this is the kind of service you rendering to your Clients and if you would be happy about it?

My most disappointing moment was on the collection of the car (Friday the 11th of Oct... no small claims were fixed repaired with the scratches & dents on the car. Was told to us to bring the car back. (Paid for a Service R300 monthly which we got nothing out from it)

Really? Do you think that you will see us again after all this disappointment? Not at any stage through our claim did FFW or Auto Magic gave us any comforting on making it better nor apologized to us. Not even in their Cancellation Letter we just received this morning.

Thank you so much for your sincerely Service. (Being sarcastic)