Bad service/not taking responsibility for their actions
<p>Innovation group is one worst company I have ever dealt with. I feel ****** right now because they do not want to take responsibility for their actions. I was introduced to them by MFC, I don’t understand how they can do business with a company like that. In 2015 I took out a service plan for my Mazda 2 1.3 active of which I did the verbal contract with one of their consultant over the phone. From the day I did the contract I never received any formal agreement and according to FAIS “The product supplier must send you a copy of a formal agreement(contract) with in 30 day after you have entered into the agreement” of which they Failed to do. When I call the company I am being transferred from department to department. My 1st service Innovation group covered and that was in April last year (2016). I called this year late Jan or Feb not so sure, only to be advised by one of their consultant that they won’t be able to cover my car because it has exceeded the Kilometres that I agreed on. Innovation group told me the my policy started on 75 000 and ends on 105 000 Km. I escalated the matter, I spoke to Silindile form MFC and she escalated it to Innovation group. Innovation group never got back to me about the matter I had to call Silindile from MFC to find out what the verdict is, she Is the one that told me that they will not be able to compensate me because I knew what I was getting myself into. I challenged the matter again and I spoke to Thandaza Thusi I told her about my compliant and all to find out the consultant that I spoke to when taking the policy captured my email address incorrectly that is the reason why I never received any documents from Innovation group. Thandaza escalated the matter to her T/L and said she was going to get back to me and never did , I had to call them myself today and they told me the same story that they are not willing to take responsibility at all. I want innovation group to take responsibility for their actions, one of their consultant captured my email address incorrectly now they are punishing me for something that they did wrong. I feel sorry for anyone doing business with them and would like to warn them to think twice</p> <p> </p> <p> </p>
Dear Client,
Thank you for your patience regarding your complaint.
According to the information that was provided to you when the policy was offered to cover you for 75 000 km up until 105 000 km or 31 December 2019 whichever comes first. We confirm that your current mileage is 118 000 km, and the policy covers until 105 000km, the claims division is unfortunately not able to assist you further.
We apologize for the inconvenience caused and trust the above meets with your understanding.
Kind Regards,
Tumi Bacela
Dear Client,
Thank you for your patience regarding your complaint.
According to the information that was provided to you when the policy was offered to cover you for 75 000 km up until 105 000 km or 31 December 2019 whichever comes first. We confirm that your current mileage is 118 000 km, and the policy covers until 105 000km, the claims division is unfortunately not able to assist you further.
We apologize for the inconvenience caused and trust the above meets with your understanding.
Kind Regards,
Tumi Bacela
Tumi your company failed to send me documentation after a took the policy, becuase of your consultant captured my email address incorrectly. There for i did not know the intervals, correct me if I am wrong Tumi but the product supplier must send me a copy of the formal agreement within thirty days after I have entered into the agreement, off which you guys failed to becuase you captured my email address incorrectly. That led to me missing my service intervals. The other thing i was also surprised that i was acctually sold a service policy started from 75000 however when i took out the policy my car was over 75000. I don't know how many times i have to tell the same story over and over again, had i received the documents like i was supposed to we wouldn't have been in this mess.
Tumi your company failed to send me documentation after a took the policy, becuase of your consultant captured my email address incorrectly. There for i did not know the intervals, correct me if I am wrong Tumi but the product supplier must send me a copy of the formal agreement within thirty days after I have entered into the agreement, off which you guys failed to becuase you captured my email address incorrectly. That led to me missing my service intervals. The other thing i was also surprised that i was acctually sold a service policy started from 75000 however when i took out the policy my car was over 75000. I don't know how many times i have to tell the same story over and over again, had i received the documents like i was supposed to we wouldn't have been in this mess.