Failure to cover srvice cost and Failure to refund

Item: LiquidCapital
Rating: 1
Author: rroestorf R

There is nother that can discribe this mess better than the actual email.  Aboo – thank you so much for your patience and support through what has been an extremely stressful day for me trying to get to the bottom of why the service was not approved.  For the life of me I don’t know how policies are even granted when there are terms that need to be met like last service date and mileage thereafter to the next service date – this condition was obviously not even met before the policy had been issued.  Anyway it would be a major waste to pay R24 000.00 for 2 services…. So the policy is cancelled and the refund will be done to me.  Thank you once again – I must say – after this effort I cannot wait to get into my car and just hug her steering wheel…  Thank you so much.  Kind Regards    From: Aboo ********** Sent: 12 October 2016 13:27  To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** co.za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** ********** ********** />Subject: RE: Policy Number MOTO ********** 7    Hi  Rene  I have your RIO in the workshop and am busy with the service. I will be in touch if there are any extras. I have arranged  for Some discount on the estimate  I forwarded to you and will be finished by this afternoon.  MANY THANKS  BEST REGARDS ABOO Y V   From: Rene Roestorf  Sent: 12 October 2016 01:07 PM To: Aboo; 'lesego Ndlovu'; 'Customer Care' Cc: 'Denzel Govender'; rroestor***mail.com; 'Customer Care'; 'Antony Shiell'; ********** ********** />Subject: RE: Policy Number MOTO ********** 7   Aboo.  I literally went to the bathroom.  Give me your number so that I can phone you.  The 011 444 number does not work when they put me through to you.  I have now told Liquid Capital to cancel my plan I cannot stand **** service they will be refunding me R24 000.00 of my own hard earned cash not that I have borrowed – it is MY money…  I will now pay cash for my service as well – however I don’t know if I want this done by Kia Sandton anymore – the service has been no better and to be honest I don’t know if I could trust a service done on my car if this is the customer service that is provided.   From: Aboo ********** Sent: 12 October 2016 12:44 To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** co.za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** ********** ********** />Subject: RE: Policy Number MOTO ********** 7   HI Rene  I called you at exactly 12h17 and your switchboard lady took the message as you were not answering  the Phone.  The issue is you have not been informed of all of their terms and conditions. Once again I and my Dealership look the bad guy's. Damned if I do and damned if I don't.  The terms and conditions are those that are laid down by LIQUID CAPITAL.  I also have to follow their Procedures and policy.  Unless this is over-ridden I have attached a copy of the service estimate for Your car . Please advise me of your  decision as soon as possible.  MANY THANKS  BEST REGARDS ABOO Y V   From: Rene Roestorf  Sent: 12 October 2016 12:17 PM To: Aboo; 'lesego Ndlovu'; 'Customer Care' Cc: 'Denzel Govender'; rroestor***mail.com; 'Customer Care'; 'Antony Shiell' Subject: RE: Policy Number MOTO ********** 7   I have spoken to Authorisations – management is aware of the issue and are currently sorting it out – I was guaranteed that this would be resolved ASAP.  Should you hear anything Aboo please stay in contact with me?  When authorisation is given and there is not enough time to do the service and maintenance properly I will be collecting my car and will never come back to the KIA Sandton Branch ever again.  I have been made to feel like what I am saying is ******* and have been left to run back and forth between two service providers each with two polar opposite stories and neither the audacity to phone me.  I am rather upset and apologise for my harshness but this has truly become something so ridiculous that I think the entire world should hear of and be privy to issues like this to avoid them and facilities who stress clientele out more than nurture and satisfy them.  Gravely disappointed,    From: Aboo ********** Sent: 12 October 2016 11:47 To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** co.za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** />Subject: RE: Policy Number MOTO ********** 7   Hi Rene  The following reference no…AMH ********** 5 Is the rejection code. The service has not been authorised  MANY THANKS BEST REGARDS ABOO Y V   From: Rene Roestorf Sent: 12 October 2016 11:19 AM To: lesego Ndlovu; ********** Customer Care Cc: Denzel Govender; rroestor***mail.com; Customer Care; Antony Shiell Subject: RE: Policy Number MOTO ********** 7 Importance: High   Good day Aboo,  I have left a message with Jackie as I could not get through to the service centre.  Please ensure that the service AND maintenance are done on my vehicle FTP347MP – I have personally contacted Liquid Capital to make sure that full benefits are good to go on my policy.  Please may you respond with acknowledgement of this email and that both Service and Full Maintenance are done.  Thank you,  From: Rene Roestorf Sent: 12 October 2016 10:20 To: 'lesego Ndlovu' ********** ********** Customer Care ********** co.za> Cc: Denzel Govender ********** rroestor***mail.com; Customer Care ********** Antony Shiell ********** />Subject: RE: Policy Number MOTO ********** 7   Thank you Lesego,  I want to confirm with you that this is for the service AND maintenance?  Kind Regards,  From: lesego Ndlovu ********** co.za] Sent: 12 October 2016 10:16 To: Rene Roestorf ********** >; ********** Customer Care ********** co.za> Cc: Denzel Govender ********** rroestor***mail.com; Customer Care ********** Antony Shiell ********** />Subject: RE: Policy Number MOTO ********** 7   Dear Rene  Payment was received and the 4 months waiting period has fallen off. The pending status has been removed and you should be able to claim from the policy.  Best Regards  Lesego Ndlovu| Collections and Retentions    Tel: +27 11  **********  Fax:   086  **********     Liquid Capital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 Registration Number: *** Directors: L Baker (Chairperson)**, KA Cassel (MD), B Francis**, DP MacPherson, JA Nolan, F Roestorff, (**Non-Executive) Physical address: 140 Boeing Road East | Elma Park | Edenvale | 1609 Postal Address: PO Box 851 | Edenvale | 1610 | Gauteng | South Africa     From: Rene Roestorf  Sent: 12 October 2016 10:12 AM To: ********** lesego Ndlovu; Customer Care Cc: Denzel Govender; rroestor***mail.com; ********** Antony Shiell Subject: FW: Policy Number MOTO ********** 7   Aboo,  Further to your email to Lesego – please see email below where she states that upfront payment is IMMEDIATE.  Regards,  From: lesego Ndlovu ********** co.za] Sent: 05 October 2016 13:12 To: Rene Roestorf ********** > Subject: RE: Policy Number MOTO ********** 7   Dear Rene  With a monthly premium , its 4 months waiting period and with an upfront its immediate.  My apologies for the confusion    Best Regards Lesego Ndlovu| Collections and Retentions   Tel: +27 11  **********  Fax:   086  **********     From: Rene Roestorf  Sent: 05 October 2016 12:54 PM To: lesego Ndlovu Subject: RE: Policy Number MOTO ********** 7   Thank you Lesego,  The reason why I ask it because the policy states as follows (witch suites me better)  When can you take your Vehicle for its first service? No benefits will be provided for 20 business days after the payment was made to LiquidCapital. Your Roadside Assistance and RoadCover benefits will be available from the Start Date of your Plan.  From: lesego Ndlovu ********** co.za] Sent: 05 October 2016 12:43 To: Rene Roestorf ********** > Subject: RE: Policy Number MOTO ********** 7   Dear Rene  The waiting period is 4 months.  Best Regards  Lesego Ndlovu| Collections and Retentions   Tel: +27 11  **********  Fax:   086  **********     LiquidCapital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 Registration Number: *** Directors: L Bakoro (Chairperson)**, KA Cassel (MD), B Francis**, DP MacPherson, JA Nolan, F Roestorff, (**Non-Executive) Physical address: 140 Boeing Road East | Elma Park | Edenvale | 1609 Postal Address: PO Box 851 | Edenvale | 1610 | Gauteng | South Africa     From: Rene Roestorf Sent: 05 October 2016 12:37 PM To: lesego Ndlovu Subject: FW: Policy Number MOTO ********** 7   Hi Lesego  Thank you so much for the details on paying my policy up front.  Please may you advise on the waiting period for me to take my car for her service after upfront payment has been made?  Thank you, From: Rene' Roestorf  Sent: 04 October 2016 12:35 To: Rene Roestorf ********** > Subject: Fwd: Policy Number MOTO ********** 7  ---------- Forwarded message ---------- From: "lesego Ndlovu" ********** />Date: 4 Oct 2016 11:16 Subject: Policy Number MOTO ********** 7 To: "rroestor***mail.com" <rroestor***mail.com> Cc: Dear Rene  Please receive attached banking details for a total policy value of R22566. Please send proof of payment to fax ********** 389 or to this e-mail for us to stop the debit order process.  Best Regards  Lesego Ndlovu| Collections and Retentions    Tel: +27 11  **********  Fax:   086  **********     LiquidCapital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 < ... [Message clipped]  View entire message        Reply Reply to all Forward         Rene' Roestorf  11:37 AM (19 hours ago)   to customercare, lesego, Denzel           Hi Lesego, I want to follow up on my refund. It has been a week since we cancelled and came to the realization that the plan would not cover me as the amount of KM's between services was not per plan requirements this for rendering me not eligible for the cover of the maintenance plan I was sold. Please advise when this will be done as I had to pay the service cash - R11 000.00 and am now left to struggle until pay day. Regards, René ********** 306   ---------- Forwarded message ---------- From: Rene Roestorf ********** > Date: Wed, Oct 12, 2016 at 1:32 PM Subject: RE: Policy Number MOTO ********** 7   To: Aboo ********** lesego Ndlovu ********** Customer Care ********** co.za> Cc: Denzel Govender ********** "rroestor***mail.com" <rroestor***mail.com>, Customer Care ********** Antony Shiell ********** ********** ********** ********** ********** Aboo – thank you so much for your patience and support through what has been an extremely stressful day for me trying to get to the bottom of why the service was not approved.   For the life of me I don’t know how policies are even granted when there are terms that need to be met like last service date and mileage thereafter to the next service date – this condition was obviously not even met before the policy had been issued.   Anyway it would be a major waste to pay R24 000.00 for 2 services…. So the policy is cancelled and the refund will be done to me.   Thank you once again – I must say – after this effort I cannot wait to get into my car and just hug her steering wheel…   Thank you so much.   Kind Regards     From: Aboo ********** Sent: 12 October 2016 13:27 To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** .za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** ********** ********** />Subject: RE: Policy Number MOTO ********** 7   Hi  Rene   I have your RIO in the workshop and am busy with the service. I will be in touch if there are any extras. I have arranged  for Some discount on the estimate  I forwarded to you and will be finished by this afternoon.   MANY THANKS   BEST REGARDS ABOO Y V   From: Rene Roestorf Sent: 12 October 2016 01:07 PM To: Aboo; 'lesego Ndlovu'; 'Customer Care' Cc: 'Denzel Govender'; rroestor***mail.com; 'Customer Care'; 'Antony Shiell'; ********** ********** />Subject: RE: Policy Number MOTO ********** 7   Aboo.   I literally went to the bathroom.   Give me your number so that I can phone you.   The 011 444 number does not work when they put me through to you.   I have now told Liquid Capital to cancel my plan I cannot stand **** service they will be refunding me R24 000.00 of my own hard earned cash not that I have borrowed – it is MY money…   I will now pay cash for my service as well – however I don’t know if I want this done by Kia Sandton anymore – the service has been no better and to be honest I don’t know if I could trust a service done on my car if this is the customer service that is provided.     From: Aboo ********** Sent: 12 October 2016 12:44 To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** .za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** ********** ********** />Subject: RE: Policy Number MOTO ********** 7   HI Rene   I called you at exactly 12h17 and your switchboard lady took the message as you were not answering  the Phone.   The issue is you have not been informed of all of their terms and conditions. Once again I and my Dealership look the bad guy's. Damned if I do and damned if I don't.   The terms and conditions are those that are laid down by LIQUID CAPITAL.  I also have to follow their Procedures and policy.  Unless this is over-ridden I have attached a copy of the service estimate for Your car . Please advise me of your  decision as soon as possible.   MANY THANKS   BEST REGARDS ABOO Y V   From: Rene Roestorf Sent: 12 October 2016 12:17 PM To: Aboo; 'lesego Ndlovu'; 'Customer Care' Cc: 'Denzel Govender'; rroestor***mail.com; 'Customer Care'; 'Antony Shiell' Subject: RE: Policy Number MOTO ********** 7   I have spoken to Authorisations – management is aware of the issue and are currently sorting it out – I was guaranteed that this would be resolved ASAP.   Should you hear anything Aboo please stay in contact with me?   When authorisation is given and there is not enough time to do the service and maintenance properly I will be collecting my car and will never come back to the KIA Sandton Branch ever again.   I have been made to feel like what I am saying is ******* and have been left to run back and forth between two service providers each with two polar opposite stories and neither the audacity to phone me.   I am rather upset and apologise for my harshness but this has truly become something so ridiculous that I think the entire world should hear of and be privy to issues like this to avoid them and facilities who stress clientele out more than nurture and satisfy them.   Gravely disappointed,     From: Aboo ********** Sent: 12 October 2016 11:47 To: Rene Roestorf ********** >; 'lesego Ndlovu' ********** 'Customer Care' ********** .za> Cc: 'Denzel Govender' ********** rroestor***mail.com; 'Customer Care' ********** 'Antony Shiell' ********** />Subject: RE: Policy Number MOTO ********** 7   Hi Rene   The following reference no…AMH ********** 5 Is the rejection code. The service has not been authorised   MANY THANKS BEST REGARDS ABOO Y V   From: Rene Roestorf Sent: 12 October 2016 11:19 AM To: lesego Ndlovu; ********** Customer Care Cc: Denzel Govender; rroestor***mail.com; Customer Care; Antony Shiell Subject: RE: Policy Number MOTO ********** 7 Importance: High   Good day Aboo,   I have left a message with Jackie as I could not get through to the service centre.   Please ensure that the service AND maintenance are done on my vehicle FTP347MP – I have personally contacted Liquid Capital to make sure that full benefits are good to go on my policy.   Please may you respond with acknowledgement of this email and that both Service and Full Maintenance are done.   Thank you,     From: Rene Roestorf Sent: 12 October 2016 10:20 To: 'lesego Ndlovu' ********** ********** Customer Care ********** .za> Cc: Denzel Govender ********** rroestor***mail.com; Customer Care ********** Antony Shiell ********** />Subject: RE: Policy Number MOTO ********** 7   Thank you Lesego,   I want to confirm with you that this is for the service AND maintenance?   Kind Regards,     From: lesego Ndlovu ********** co.za] Sent: 12 October 2016 10:16 To: Rene Roestorf ********** >; ********** Customer Care ********** .za> Cc: Denzel Govender ********** rroestor***mail.com; Customer Care ********** Antony Shiell ********** />Subject: RE: Policy Number MOTO ********** 7   Dear Rene   Payment was received and the 4 months waiting period has fallen off. The pending status has been removed and you should be able to claim from the policy.     Best Regards   Lesego Ndlovu| Collections and Retentions       Tel: +27 11  **********  Fax:   086  **********         Liquid Capital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 Registration Number: *** Directors: L Baker (Chairperson)**, KA Cassel (MD), B Francis**, DP MacPherson, JA Nolan, F Roestorff, (**Non-Executive) Physical address: 140 Boeing Road East | Elma Park | Edenvale | 1609 Postal Address: PO Box 851 | Edenvale | 1610 | Gauteng | South Africa    From: Rene Roestorf  Sent: 12 October 2016 10:12 AM To: ********** lesego Ndlovu; Customer Care Cc: Denzel Govender; rroestor***mail.com; ********** Antony Shiell Subject: FW: Policy Number MOTO ********** 7   Aboo,   Further to your email to Lesego – please see email below where she states that upfront payment is IMMEDIATE.   Regards,     From: lesego Ndlovu ********** co.za] Sent: 05 October 2016 13:12 To: Rene Roestorf ********** > Subject: RE: Policy Number MOTO ********** 7   Dear Rene   With a monthly premium , its 4 months waiting period and with an upfront its immediate.   My apologies for the confusion       Best Regards   Lesego Ndlovu| Collections and Retentions       Tel: +27 11  **********  Fax:   086  **********                       From: Rene Roestorf  Sent: 05 October 2016 12:54 PM To: lesego Ndlovu Subject: RE: Policy Number MOTO ********** 7   Thank you Lesego,   The reason why I ask it because the policy states as follows (witch suites me better)   When can you take your Vehicle for its first service? No benefits will be provided for 20 business days after the payment was made to LiquidCapital. Your Roadside Assistance and RoadCover benefits will be available from the Start Date of your Plan.       From: lesego Ndlovu ********** co.za] Sent: 05 October 2016 12:43 To: Rene Roestorf ********** > Subject: RE: Policy Number MOTO ********** 7   Dear Rene   The waiting period is 4 months.     Best Regards   Lesego Ndlovu| Collections and Retentions      Tel: +27 11  **********  Fax:   086  **********       LiquidCapital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 Registration Number: *** Directors: L Bakoro (Chairperson)**, KA Cassel (MD), B Francis**, DP MacPherson, JA Nolan, F Roestorff, (**Non-Executive) Physical address: 140 Boeing Road East | Elma Park | Edenvale | 1609 Postal Address: PO Box 851 | Edenvale | 1610 | Gauteng | South Africa     From: Rene Roestorf  Sent: 05 October 2016 12:37 PM To: lesego Ndlovu Subject: FW: Policy Number MOTO ********** 7   Hi Lesego   Thank you so much for the details on paying my policy up front.   Please may you advise on the waiting period for me to take my car for her service after upfront payment has been made?   Thank you,       From: Rene' Roestorf Sent: 04 October 2016 12:35 To: Rene Roestorf ********** > Subject: Fwd: Policy Number MOTO ********** 7   ---------- Forwarded message ---------- From: "lesego Ndlovu" ********** />Date: 4 Oct 2016 11:16 Subject: Policy Number MOTO ********** 7 Cc: Dear Rene   Please receive attached banking details for a total policy value of R22566. Please send proof of payment to fax ********** 389 or to this e-mail for us to stop the debit order process.     Best Regards   Lesego Ndlovu| Collections and Retentions   Tel: +27 11  **********  Fax:   086  **********     LiquidCapital (Pty) Ltd, Authorised Financial Services Provider FSP 6210 Registration Number: *** Directors: L Bakoro (Chairperson)**, KA Cassel (MD), B Francis**, DP MacPherson, JA Nolan, F Roestorff, (**Non-Executive) Physical address: 140 Boeing Road East | Elma Park | Edenvale | 1609 Postal Address: PO Box 851 | Edenvale | 1610 | Gauteng | South Africa    Rene' Roestorf  7:20 AM (7 minutes ago)  to Denzel, customercare, lesego  Good day all... I have not yet received any feedback from anyone regarding my refund of my payment I made. Please advise when this will be done. I had to pay the service on my car R11 000.00 only four days after paying R24 000.00 to you on premise that you would cover 3 services and that the cover would be immediate if i paid immediately, and on my first service it was said I do not qualify for the service because of the amount of km between my previous service in 2015 And my 2016 service was to many and I was decline... Within one week of cover... All together I am now R35 000.00 out of pocket... Ensure that my money is returned to me TODAY or you will be contacted by my attorney for selling me a product that obviously would not cover me and failed to disclose this... René Roestorf

Helpful (0)

Replies (0)