C***: Disappointing and frustrating. Senior Motors Accident Repair

I had an incident(31/05) in the parking lot of the NinaPark center, a navy Touareg hit my rear bumper and slightly scratched the back passenger panel where these two meet while entering their bay; I was in the Woolies shop at the time but the car guards alerted me to the incident and that the owner went inside the shop. The damage was minor but visible.

Logged a claim to MiWay on the same day via the app. The following day Basetsana Segage calls me to say the claim has been approved, during the call she kept talking in SePedi while I used the medium language because I do not understand the first. After her call, I called back to enquire about the discount I was told about on the excess when claiming through the app when reviewing my premium, the number that was given as her contact did not work but had to call the call center when I was met by a rude lady named Tanya or Tyrene, telling me it was promotional. The following day Senior Motors accident repairs call me and we agree to bring in the car the following week Monday, work will take 2-3 days. Monday morning I drop my car at the panel beater, no inspection was done, and I did not sign anything, when I asked are we done and the excess I was told there was nothing and that the excess will be paid when they send me an invoice contradicting what the email had said that this was to be paid upfront.

The week went by without getting any feedback from the panel beater until I called on Friday after 13h00 to ask as to what was going on as the timeline I was given had lapsed, I was told the car was just painted and they are waiting for it to dry to polish and wash and I was not going to get the car back this week. After my inquiry, I was flooded with emails and SMSs that my car has been received and this is how I can check progress, excuse me 5 days later am getting the information I should have got days ago.

The following week on Monday after 12h00, I receive a call from Barry from the workshop to tell me my car will be ready after 13h00 but I must make a payment of the excess via EFT before collecting, that time I have work meetings underway. I make payment and send the POP immediately. After 14h30, I collect the car and made to sign for collection when I did not sign the handover, no invoice was given as well. Taken outside and to my disappointment the dirt on the car is as it was when I brought it but worse now as there is white dust everywhere so it was not washed at all. Close to the panel that was fixed there is polish residue all over the place even on the passenger window trim when the damage was below the fuel cap, on the paint I see a teardrop of paint and am told they struggle with this car to paint near the wheel arc, there is also in the petrol cap. The bumper has small 'bumps' meaning they painted over dirt, and the wheel carpet liner has paint as well. The gap between the panel has paint meaning the panels were never removed, there were painted on the car to which they responded this will go overtime as I wash the car. Over the rear light, there is paint as well even though it was not painted, the car was not covered during the process as it is now a bit rough to the touch. A guy came out with a tin of paint and a brush to make 'touch-ups' where I saw a line on the bumper from the incident, still visible. The mud flap had drippings of paint and polish. Inside the car driver's car mat is filled with white dust, and also the door interior panel and passenger seat had white stains. 30min later flooded with texts on how to check the progress of my car when I just collected it.

Been with MiWay since 2017 and never had an accident claim but the service providers they use and the communication and tone used when you claim compared to when they try to retain you is not what I expected, I feel ****med and cheated on and this was just a small repair less that R7k, I wonder what the service would be for a major claim.

MiWay customer. Claim C***