Terrible & Pathetic Service

<p>In July 2016, my father submitted a claim to Innovation with regards to his vehicle. Claim was approved and we were refered to a "reputable, RMI cerified" repairer called Golden Rule Motors in Stikland, Cape Town. Firstly, the repairer charge us a ridiculous price and secondly, gave us the run around wrt to the repair. Vehicle was eventually repaired on 21 July and we were told to pay R45k cash before vehicle would be released. Innovation only approved R35k. We ask the repairer, aka Mario, about the oil service and he confirmed when we return from Pretoria we can do the oil service. Off we went to Pretoria, only to arrive the Friday to see the engine light came on. We took the vehicle to Mercedes Benz Wonderboom and they confirmed the inferior and bad workmanship on the vehicle. They even noted that some parts were fixed by cellotape! They aslo confirmed, via a letter send to Innovation that incorrect parts were fitted by Golden Rule Motors. We paid over R8000 for the service at Mercedes Benz Wonderboom. We drove back to Cape Town on 30 July and lo & behold, the vehicle stalled 10kms outside Laingsburg. And here the bigger issue starts. </p> <p>We contacted the repairer and they shrugged their shoulders and refer us to a note they placed on the invoice that no repair will be guaranteed if oil service was not done. The day we collected the vehicle, Mario confirmed that we can drive the vehicle and come back after a week and do the service. We refer our complain to Innovation (round about 18/19 August) and Jordache Chetty is handling the complaint. We dont even have a job title of Jordache as his email signature does not show (very unprofessional). Clinton Lewis (Claims Technical Manager) rejected our claim without taking our side in consideration. We refer it back to Jordache (on 01 September), with our side of the story and I was promised they will look into it. After I received no feedback, I send another email to Jordache (on 8 September) to follow and he luckily responded and told me that they are waiting for the repairer to respond. On the 14 September, Jordache responded that they are building a case. On the email Innovation requested purchase slips from the repairer to compare it to the original part numbers of Mercedes Benz and Innovation confirmed that there are inconsistencies and the part numbers differs, which means incorrect parts were fitted on the vehicle (I have the email available). This was validated with Mercedes Benz SA as confirmed by Jordache. On the same day, Jordache Chetty send an email to Golden Rule Motors advising them of their poor workmanship and they should advise when and how they going to fix my father's vehicle. </p> <p>I have followed up with Jordache on the 21 September regarding the service level and he responded "we are appointing an assessor regarding the repair done by Golden Rule Motors". Neither my father nor myself were contacted by Innovation to setup an appointment with the assesor. On 30 September I send an email to Jordache to enquire why it takes more than 7 days to appoint an assesor; I am still waiting for Jordache's reply or responce. Today I called his number and the phone keeps on ringing; this is the status quo each time I call (011) ********** . He is either in a meeting or not available and does not return my calls. </p> <p>My father is a Pastor of a church and he sits now 2 months without a car. No rental vehicle or courtesy car was offered by Innovation or Golden Rule Motors. My father can't do his duties and need a vehicle to go around and do his daily actitivities/job as required by the church board. I call this sabotage, because it goes beyond inconvenience now. His car is standing now in a friend's garage, to shield the car from external elements; which also inconvenience my friend as he cant use his garage now.</p> <p>This service we received from Innovation Group and their service provider, Golden Rule Motors, goes beyond to what is enshrined in the Consumer Protection Act. Premiums on the policy are up to date but we still receive mediocre service from this brand.</p> <p>I dont even know if someone will respond on this complaint or how long it will take. I am still waiting for Jordache Chetty or Innovation Group to respond.</p> <p>Our request is simple: Innovation Group and Golden Rule Motors should send a flat bed truck, transport the vehicle to Golden Rule Motors' premises and fix the mess they did on the car. I am not a mechanic but I know there will be subsequent damage to computer systems and car battery, due to the vehicle standing idle for more than 2 months. This car should be fixed to the extend it was before.</p> <p> </p> <p>For your perusal:</p> <p>Client: Rev R Pienaar</p> <p>Claim Number: 183094</p> <p>Reference Nr: ********** 0001</p> <p> </p> <p>Kind regards </p>