Revolting service & turn around time

A Claim was registered on the 6th March 2019, for an accident that had damaged the front lower bumper of the car. The Claims Assessor was Mr Willie du Plessis. Firstly, his turn around time was quite appalling based on the fact that all documentation required was submitted to him timeously. He mentioned that he had gone to Bloemfontein and could only resume with the claim when he returns . This was after numerous calls to their offices enquiring on the status of the claim. The claim was only finalised on the 21st February 2019.

On the 26th February 2019, an sms was received stating that the car has been booked at Auto Magic for the 4th March 2019. • 6th March 2019. The car was taken into Auto Magic Panel Beaters. An sms was received confirming that the estimated date of completion will be 26th March 2019 and that any unforeseen delays will be communicated. • 8th March 2019. Received sms confirming that the car has been stripped and parts have been ordered. • 11th March 2019. Received sms confirming that parts have been ordered and waiting for delivery. • 15th March 2019. Another sms update stating that parts have been ordered and waiting for delivery. No other sms was received after that date on the progress of the vehicle! • 25th March 2019 I called Kind Price Insurance and I spoke to Maletsatsi whom I told from the beginning of the call that I was extremely furious and would rather speak to a Superior in charge. She helped me regardless in a very professional manner. She dialed in Auto Magic and we had a telecom. We were transferred to Bongi who is apparently dealing with the case at hand. Bongi stated that Auto Magic was struggling to get the exact/suitable Bumper for the vehicle. The first supplier that was approached (as per the sms’s sent to me) had delivered the goods to them only to realise that it was not the correct size for the car. Auto Magic then liaised with King Price to notify them of such. They were then requested on the 18th March to send pictures of the car to send to another supplier who could possibly have the correct bumper. It was confirmed that the second Supplier had the correct bumper for the vehicle. Bongi explained that with the Public holiday on the 21st March and Office closure on the 22nd March, no parts could have been delivered in that week. I then requested her to call the other supplier she was in contact with to confirm delivery of the part, it was confirmed the 25th March. I then called the said Supplier myself to confirm validity and it was confirmed that delivery would be on the morning of the 26th as the Delivery man was stuck in traffic on the afternoon of the 25th. By now it was pretty obvious that the vehicle would not be ready by the 26th March as confirmed by them. My frustration was that there was no transparency and proper communication from both King Price and Auto Magic in the whole process. • During the telecon I put the blame on the repairer, failing to realise that the Insurer was more at fault. I am most annoyed that they failed to take charge and ownership of this case leaving everything in the hands of Auto Magic and furthermore more failed to provide me with regular updates. My question throughout this back and forth debate was why was I not notified in time that there are serious delays in obtaining the part. I was left to figure it out myself and make follow ups. I further instructed Bongi that I demand to have the car completed by Friday, 29th March 2019. Maletsatsi promised to follow up with them and provide feedback by 3/4pm, which was not done. I called King Price yet again and asked to speak to Maletsatsi who was unavailable. • 29th March. By now my frustration has already reached its peak. We called Auto Magic several times to confirm collection of the car as stated on the 25th. She mentioned the car is not ready as the part received was incorrect!!!! She then stated that she was in a lengthy meeting with her superior who advised her to come clean with the Client as the whole matter is making them (Auto Magic) seen unreliable and ***********. She confirmed that King Price had authorised only certain suppliers where the bumper could be purchased and these Suppliers sold sub standard and pirated parts. The insurance did not authorise them to procure directly from Dealer (Mercedes Benz), had that been the case, the part would have been received in half the time it took and it would ensure that the best quality job is done on the car. At this point I am in total awe. Her story is totally believable at this point considering the delays. • Maletsatsi later called and followed with an email confirming that the bumper will only arrive on Wednesday, 3rd April from Mecedes Benz and the repairer will have the car ready by Saturday, 6th April 2019. My impression of this awful Company has been tarnished, Furthermore, their inability to deliver on time has cause so much emotional distress and unnecessary expenses. Took exactly a month just to fix a bumper....how ridiculous!