Poor Communication, lack of Interest, Full of Excuses

<p>Good Day,</p> <p>Some background Information, I bought my car last year November, with 89 000kms on the clock. I was advised from a reliable source that I should take an extend warranty with the Innovation Group, for a few reasons,</p> <p>1. I am not mechanically minded, so I have a peace of mind if or when have an issue with my car.</p> <p>2. Innovation is about the best the best there is, and they are efficient and hassle free, and with my work situation this would suit me perfectly.</p> <p>Vusi Makhubela is the sales person I spoke to on the phone on the 26th November regarding the warranty and everything was settled.</p> <p>In February I was reviewing the paperwork for my Vehicle and noticed that the paperwork that Vusi sent me had be signed up for the incorrect plan as per our telephonic conversation, the plan I wanted was Motor Drive 1(extended) and he signed me up for Motor Drive 2.</p> <p>Being out of the country I sent various emails to customer care Between February 2016 and June 2016 and No one took my seriously nor did anyone help me.</p> <p>Towards the end of June I got in contact with Krishen Moodley and he eventually managed to assist me and send me the correct documentation.</p> <p>In July I had an issue with my Vehicle and sent it in to an Innovation Approved Workshop, the quotation was sent in to Innovation, on the morning of the 7/7/16 I received an SMS saying claim 181952 was made against my policy. Later that morning I got a called from the workshop saying an assessor from Innovation was sent to view the car, and I should keep an eye out for any communication from Innovation, so they could proceed with the repairs as I needed the vehicle as soon as possible.</p> <p>Later on that day I got a call from Mpho Seabela, calling me to approve the claim against my vehicle, however she was calling to tell me that the amount going to be covered by Innovation was only R5000 and the quotation for the fix was R21 000. I asked her why, because according to the documentation that I have in my possession it clearly states that, for the parts in question there was an unlimited coverage. I have her my policy number MFA 008810(from the documentation that I have) and she said that she didn’t have anything in their system.</p> <p>Between the 7/7/2016 and 12/7/2016 I made numerous calls, in access of R500 because you are generally on hold with the call center for a long time before anyone deals with you. And no one ever got back to me, so I had to keep calling to find out what was going on.</p> <p>Eventually I was told that everything is no okay, and they will procced. On the 12/7/2016 to my surprise and confusion I get 2 more sms’s saying claim 182535 and 182541 was made against my policy. I get another call from the workshop saying that another assessor was sent out for see the car for the 2nd time, and wanted to know if I knew what was going on. Since I didn’t I just let it be I enquired numerous times with Mpho on the status of the claim and she didn’t have an answer for me.</p> <p>On the 13/7/16 I got an email from here saying that my claim has been denied because of an exhaust modification.</p> <p>At this point I am now furious for a few reasons</p> <p>1. How is it that my claim was approved the first time round, but now they are coming with another story and they decline it.</p> <p>2. I have not prior knowledge of any modifications of the car, when I bought the car I received the full service history of the car including up to date services with GM only.</p> <p>3. When the warranty was taken out, why wasn’t there an inspection done to the car, to detect things like this. I am not a mechanic with limited car knowledge, which is why I even have the policy to start with.</p> <p>4. My car has been standing for over a week now, and I needed urgently.</p> <p>I try calling Mpho and customer car there-after to no avail as no one there seems to know what they are doing and I keep getting pushed from pillar to post. Eventually on the 13th I get in touch with a customer care agent via the telephone and she takes down my details with the promise of her supervisor to get back to be it was 15:30pm and my only assumption was people working for your customer care have no regard for peoples time, any only wanted to go home as to date no one has called me back from the Innovations Group.</p> <p>On the 14/7/2016 I received another sms from Innovation saying my request to cancel my policy has been authorized and an amount of R5882.24 will be refunded to me with a reference number ********** 0002.</p> <p>Again absolutely no communication from Innovation, I didn’t even request to cancel my policy so I have no idea what is going on.</p> <p>Today(18/7/2016) morning(11:30am) I decided to call the customer care since I have not had any communication from them since last week Wednesday to find out what is going on and how do I lodge a complaint to get my care fixed, as it is still at the workshop.</p> <p>After being pushed from Pillar to post by *********** customer care personnel I eventually spoke to a gentleman, that has since logged a complaint for me with the reference number GWH107837, with a promise of someone calling be back today. With the service that I have already had from The Innovation Group, I highly doubt I will be getting a call today.</p> <p>What I want as an outcome from all of this, is I just want my car fixed as I have promptly been paying for a service I now require. </p> <p> </p> <p>thank you and kind regards</p> <p>Yatish Singh</p>