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lM

1 reviews | Active since May 2014

08 Aug 2026, 21:14

From Invoice Disputes to Delayed Release – My 3-Month Flor Auto Experience”

Three Months Without My Vehicle – Even After Insurance Authorised Payment, My Vehicle Is Still Not Released

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lM

ljanine M's updateReviewer Update

08 Aug 2026, 21:16

I am updating my review because the matter has continued to escalate despite numerous attempts to resolve it.

My vehicle has now been at Flor Auto for approximately three months. Throughout this period, I have experienced repeated delays, inconsistent information and very poor communication.

During the process, there were serious discrepancies regarding the parts and charges on my vehicle. My insurer and I contacted the workshop to clarify the matter. Flor Auto initially advised that a part had been sourced from a supplier and that a markup had been app****. When my insurer requested the supplier invoice, we were initially advised that there was no invoice available.

We then contacted Mercedes-Benz directly and spoke to Thapelo, who confirmed the relevant amount. Flor Auto subsequently provided a Mercedes-Benz invoice and later explained in writing that the wrong supplier invoice had initially been opened on their system and that there had also been a human error in calculating the percentage app**** to the quotation.

Flor Auto then confirmed that management had agreed to remove all mark-ups from the quotation to correct the errors.

I was prepared to move forward on that basis.

However, the matter has still not been resolved.

Yesterday, my insurer, Flor Auto and I had a call during which it was agreed that the insurer would make payment. The insurer also sent Flor Auto an authorisation letter. Flor Auto was then supposed to confirm what time I could collect my vehicle today.

Despite this agreement and the insurer's authorisation, I have received no confirmation from Flor Auto regarding collection of my vehicle, and my vehicle is still at their premises.

This is extremely frustrating and unacceptable after approximately three months without my vehicle.

I have made numerous calls, sent WhatsApp messages, emails and personally attended the workshop in an attempt to resolve this matter. I have repeatedly requested to speak to management, with very limited success.

At this stage, I am not asking for anything unreasonable. I want my vehicle back.

My insurer has authorised the payment, and I am simply requesting that Flor Auto honour the agreement, confirm the collection arrangements and release my vehicle.

I have kept all supporting documentation, including correspondence, invoices, supplier documentation and communication with the insurer.

I hope senior management will now intervene and resolve this matter urgently.

Three months is far too long for a customer to be without their vehicle, particularly when the insurer has authorised payment and the remaining issue is simply the release and collection of the vehicle.

lM

ljanine M's update08 Aug 2026, 21:16

Reviewer Update

I am updating my review because the matter has continued to escalate despite numerous attempts to resolve it.

My vehicle has now been at Flor Auto for approximately three months. Throughout this period, I have experienced repeated delays, inconsistent information and very poor communication.

During the process, there were serious discrepancies regarding the parts and charges on my vehicle. My insurer and I contacted the workshop to clarify the matter. Flor Auto initially advised that a part had been sourced from a supplier and that a markup had been app****. When my insurer requested the supplier invoice, we were initially advised that there was no invoice available.

We then contacted Mercedes-Benz directly and spoke to Thapelo, who confirmed the relevant amount. Flor Auto subsequently provided a Mercedes-Benz invoice and later explained in writing that the wrong supplier invoice had initially been opened on their system and that there had also been a human error in calculating the percentage app**** to the quotation.

Flor Auto then confirmed that management had agreed to remove all mark-ups from the quotation to correct the errors.

I was prepared to move forward on that basis.

However, the matter has still not been resolved.

Yesterday, my insurer, Flor Auto and I had a call during which it was agreed that the insurer would make payment. The insurer also sent Flor Auto an authorisation letter. Flor Auto was then supposed to confirm what time I could collect my vehicle today.

Despite this agreement and the insurer's authorisation, I have received no confirmation from Flor Auto regarding collection of my vehicle, and my vehicle is still at their premises.

This is extremely frustrating and unacceptable after approximately three months without my vehicle.

I have made numerous calls, sent WhatsApp messages, emails and personally attended the workshop in an attempt to resolve this matter. I have repeatedly requested to speak to management, with very limited success.

At this stage, I am not asking for anything unreasonable. I want my vehicle back.

My insurer has authorised the payment, and I am simply requesting that Flor Auto honour the agreement, confirm the collection arrangements and release my vehicle.

I have kept all supporting documentation, including correspondence, invoices, supplier documentation and communication with the insurer.

I hope senior management will now intervene and resolve this matter urgently.

Three months is far too long for a customer to be without their vehicle, particularly when the insurer has authorised payment and the remaining issue is simply the release and collection of the vehicle.

lM

ljanine M's updateReviewer Update

08 Aug 2026, 21:17

This is the response : Good day, Prince,

I hope you are doing well.

I have spoken to Bongani to clarify the confusion regarding this quotation, and I have identified where the misunderstanding occurred.

There were two supplier invoices linked to the job—one from V3 and the other from Mercedes-Benz. When the client and the insurance company requested the supplier invoice, Bongani opened the first supplier invoice on the job, which was from V3. He mistakenly assumed that all the parts had been purchased from V3, as he did not read through the invoice thoroughly. I will send you a screenshot of how it appears on our system to illustrate how this confusion occurred.

Secondly, there was a human error in calculating the percentage app**** to the quotation.

To resolve this matter, I have spoken to the Senior Manager and requested approval to remove all mark-ups from the quotation in order to correct the error and demonstrate our commitment to resolving the issue fairly.

We sincerely apologise for the mistakes made and appreciate your understanding. Please accept our apologies for any inconvenience this may have caused.

Kind regards,

lM

ljanine M's update08 Aug 2026, 21:17

Reviewer Update

This is the response : Good day, Prince,

I hope you are doing well.

I have spoken to Bongani to clarify the confusion regarding this quotation, and I have identified where the misunderstanding occurred.

There were two supplier invoices linked to the job—one from V3 and the other from Mercedes-Benz. When the client and the insurance company requested the supplier invoice, Bongani opened the first supplier invoice on the job, which was from V3. He mistakenly assumed that all the parts had been purchased from V3, as he did not read through the invoice thoroughly. I will send you a screenshot of how it appears on our system to illustrate how this confusion occurred.

Secondly, there was a human error in calculating the percentage app**** to the quotation.

To resolve this matter, I have spoken to the Senior Manager and requested approval to remove all mark-ups from the quotation in order to correct the error and demonstrate our commitment to resolving the issue fairly.

We sincerely apologise for the mistakes made and appreciate your understanding. Please accept our apologies for any inconvenience this may have caused.

Kind regards,

Flora Auto Clinic's replyOfficial

09 Sept 2026, 13:54

Good day
We have acknowledge your concern and attended to the concern.
Regards
Flora Auto Clinic

Flora Auto Clinic's reply09 Sept 2026, 13:54

Official

Good day
We have acknowledge your concern and attended to the concern.
Regards
Flora Auto Clinic