Shocking Service by Hofbro Auto body

On Friday the 23rd of October Hofbro Auto Body contacted me and informed me that my repairs have been approved by Discovery Insurance and that I can bring my vehicle in on Monday the 26th of October. Their assessor told me that they will replace all the parts and my first question to them was - Have you got all the parts and the answer was no. So I asked if they could contact me again once they had the parts in hand.

On Thursday the 29th of October my car finally went in for the repairs and they dropped me off at Avis to collect my rental. When I handed my vehicle over I asked that they quote me for some other minor repair work, since the car will be there, I may as well have it fixed. A quote I never received and every time I enquired about it I was told that the person doing the quoting was off stick. Needless to say I never got a quote and the additional work was not done.

On the 5th of November I had to extend my car hire till the 10th of November. When I followed up on Monday the 9th of November I was told my car would be ready for collection on the 10th. At 10H36 on the day of collection I received a call asking me about stickers on my car – to cut a long story short they removed the vinyl wrap on a part of the roof which was never communicated with me at any stage during my dealing with them and this was now for my own cost. It’s a mystery how my bumper bashing extended to the roof of my car. According to them it all one part! Then on top of that they have been waiting for a tail light which still needed to be installed – this is after I was told all the parts where in hand. Needless to say another car rental extension had to be made with Avis – here I would like to add that Avis has been amazing throughout all of this.

I filed a formal complaint with Discovery Insurance as I find it unacceptable that on the day of collection the car is not ready and there is suddenly an extra cost involved at my expense.

I have subsequently received a call from Discovery Insurance at 15H16 today the 10th of November and according to Hofbro Auto Body I have collected my car from them! This is after I have given them the go ahead and agreed to pay the additional cost to restore my roof wrap and confirmed that I will collect the car on Thursday the 12th of November. I can only trust that there will be a car to be collected on the day since they are under the impression that it has been collected by me already. It's clear that there is plenty confusion going on there.

Their service has been beyond shocking – the amount of times I have had to call and follow up and having to put up with excuses is just unbelievable and I trust Discovery Insurance will refrain from using Hofbro in the future as these types of experiences is enough to put their relationship with their clients in jeopardy.