Hellopeter
Share Your Experience
WB
W B

1 reviews | Active since May 2025

14 May 2025, 09:20

Renewing of Extended Warranty on my Toyota

Been trying to extend my Vehicle Warranty since 6 May 2025. Eventually got hold of Sales Agent Simon who took all my details ( its on their database as I have an existing policy) Promised to send me the Documents and Quotation. Nothing transpired. 8 May phoned company again and spoke to Simon. Same Process - will send documents and will follow up with me. Nothing received. 10 May phoned company again. Spoke to Simphiwe. Same process and documents received was only Policy Information. No quotation , etc. 12 may phoned company again and spoke to Tshepo. Took down all details again and promised that all will be resolved and that he will call back to check if I received the relevant paperwork. Nothing recieved and no phone call either. 14 May called company again Spoke to agent who promised that he would inform Tshepo to call me and ensured me that problem will be resolved. No developments so far. Halfway Toyota Contacted Innovation also to ensure that they call me. Received a text to say they would contact me. But Brickwall. Nothing. Absolute pathetic Customer Service. Could not care. Agents promise and apologise but totally useless. All I want is to renew my Warranty for the next 2 years!!!!!!!!!! ****** frustrating.

0
Replies (2)
Innovation Group
Innovation Group's reply14 May 2025, 09:43
Official
Dear W Bull,

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 Regards
Innovation Group Customer Services Team
WB
W B's update14 May 2025, 15:11
Reviewer Update
WELL HOW NICE TO HAVE THE ELECRTONIC ( AI) RESPONSE.. It now some 5 hrs later and yet NO correspondence either via Telephonic call or email which you have both. This same message was given to me over the phone. I have been waiting for a Quotation and Relevant documentation to complete my Extended Warranty on my vehicle. It obvious that the link between the Sales Agent and the Admin section is either non existent or poor execution of duty to by one party or both. To wait 10 days and many calls to get the necessary Customer Service is pathetic. In todays world with the electronic communication systems the required information / documents could be at the Customer within 5minutes. Its also obvious that Innovation Group still working with antique systems or could not be bothered. This communique is also been sent to Toyota Head Office to inform them of the Pathetic Service Innovation is delivering to their Customers who require either a Service or Extended Warranty Plan.