Replacement window - one month of excuses

On 15 February 2018 Glasfit replaced the cracked windshield on my Honda BRV (it took two tries to do so as the repairmen first brought the wrong window type) as instructed by Apbco insurers w.r.t. claim HP280911/2018. However, the window has deep scratches in it, which reflects in sun- & lamplight. On 3 April, I took my car to Honda West Rand, and the service manager (Pieter) asked to speak to a Glasfit representative about the window . I then called Glasfit and spoke to Hamilton, who told me that Pieter could definitely contact him. However, when Pieter called, Glasfit (Hamilton) claimed not to be able to find my invoice anywhere on the system and stated that no work had been done on my behalf (even though the window was replaced at my residence). I was then told to work through Apbco to obtain an invoice number for Glasfit to track. On 6/4, Elize vd Merwe from Apbco wrote an email to Saajidah Hussain at ********** asking for the invoice number - never received a response. On 16/4 Esmaralda Fortuin wrote an email to Saajidah again - once again no response. On 17/4 we finally were referred to Felicity at ********** . She agreed to send out repairmen on Thu 19/4. However, when they arrived (2 hours late, after I called AGAIN), they merely said that the window was damaged and would indeed have to be replaced. Since then, I have called Felicity every 2nd day. It is now 29/4 and I have yet to receive a call back / a new window / any follow-up. Felicity keeps agreeing the work needs to be done, but nothing happens. On Thursday I said that I would take my complaint to HelloPeter / Glasfit Head Office / The Star if I had not heard anything from Glasfit by close of business. I did not, so here's your first letter of complaint. The next one will be from my lawyer.