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Vuyokazi S

1 reviews | Active since Feb 2024

26 Feb 2024, 09:29

Claim not paid in full by innovation group.

I sent my car to Ford dealer for its Annual service 22nd Feb 2024 and I have a service plan, Power-Up and Advanced Warranty plan with innovation group and my car was approved for service and a change in wiper blade.

When it was time to change the Cambelt initially innovation did not approve the quote that was sent by Ford Dealer and said it was not approved due to the fact that it was a suppose to be done on the 7th Annual service or when I reach certain kilometers and my 7th Annual service was in 2023 and no explanation was given for why it was not approved in 2023.

I did not receive my car 22, 23 February due to the delay of innovation group for not approving the quote on time and when they did approve it late on 23Feb they did not settle the full amount that was quoted by the dealer and their reply was that the labor times and charge given by Ford dealer was not justified as per email from Bukhosi Kubheka Claims warrant and I sent him an email back on Friday and he did not respond. I have been call innovation group multiple times.

I am very unhappy with the poor service I am getting from innovation today is the 26.02.2024 and they only approved a certain portion towards the replacement of the cambelt now tell me.

Who is responsible to pay Ford the remaining balance that was not settled by Ford as my car is still at the Ford dealer.

I pay innovation group its monthly premiums and they they are not settling the amount in full.

The amount is required before I can have my car.

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Replies (3)
Innovation Group
Innovation Group's reply26 Feb 2024, 09:33
Official
Dear Vuyokazi Sangqu, We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof. Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email. Best RegardsInnovation Group Customer Services Team
VS
Vuyokazi S's update26 Feb 2024, 10:32
Reviewer Update
I have just called now and I spoke to Jabu from Claims department and he is saying to me that innovation group has paid according to the stipulated PTS and the manager he spoke to said they will not pay and I must escalate it to the Ford workshop manager. what do I know about PTS and the quote was sent to you why should I request to speak to the manager at ford you are plain rude and disrespectful at handling this matter.

Now tell me why must I escalate the matter myself as Ford Service advisor has said they will not change their quote, innovation group has to resolve the matter with ford as I am paying them. I need my car today and go-ahead is required as the amount is not fully settled. According to Ford to replace a cambelt takes about 5.5 hours and the response is required today this morning 26.02.2024 if I wish to receive my car.

You are a very disappointing organization, I am deeply hurt by the way you are handling this issue and the process times are also disappointing. Innovation need to speak directly with Ford so that I can receive my car today.
VS
Vuyokazi S's update26 Feb 2024, 13:47
Reviewer Update
The quote provided by Ford is according to the standard PTS and removal of a cambelt requires parts and components to be taken out before getting to the cambelt and then assembling those parts back together and re-testing the car to ensure that the car is working and that is not additional costs /labor it is standard to ford and the Dealer provided an accurate quote as per PTS.