Formal Complaint – MiWay: Claim 00765 | Toyota C-HR

I am writing on behalf of my mother regarding MiWay claim 00765 and the unacceptable manner in which her Toyota C-HR mechanical breakdown has been handled. Following the breakdown, MiWay arranged towing assistance. The vehicle was initially towed to her home and, the following day, was towed to Nigel Toyota. We did not independently select Nigel Toyota outside of the assistance process. The vehicle has since been taken apart by Nigel Toyota. MiWay has now informed us that Nigel Toyota is not an authorised/registered repairer within its applicable repair network and is requiring us to arrange and pay for the vehicle to be towed elsewhere. This is extremely concerning.

**How was the vehicle sent to Nigel Toyota through the towing/assistance process if MiWay now says that the dealership is not an authorised repairer?** The vehicle is already dismantled. Moving it in this condition creates a risk of parts being lost or damaged, and another Toyota dealership may not accept responsibility for a vehicle that has already been dismantled by another facility. We therefore do not accept responsibility for the costs or risks associated with correcting a situation that we did not create. The handling of the claim has also been extremely frustrating. We have dealt with multiple MiWay representatives, including **Fransco, Obrey, Amanda, Sifiso, Jay-den and Razael**, and were repeatedly transferred between departments, including the Claims Department. Instead of anyone taking ownership of the matter, we were sent from one department to another until our calls ultimately stopped being answered.

There was also conflicting information regarding a **R2,700 payment**. Initially, Jay-den advised that this amount had to be paid before the vehicle could be admitted for repair. We were later advised by other MiWay representatives that the amount did not have to be paid because the benefits had been consolidated and the amount was covered. We still require a clear written explanation of MiWay's position. Most importantly, my mother has now been **without her vehicle for several days and remains without normal mobility**. The delay has not resulted from the repair itself; the matter has been caught up in the dispute over where the vehicle should be repaired. Had the matter been handled with the urgency it required, the vehicle should by now have been assessed and the repair process underway.

We are therefore requesting that MiWay: 1. Take immediate ownership of claim **00765**. 2. Explain why the vehicle was towed to Nigel Toyota if it is not an authorised MiWay repairer. 3. Arrange and pay for the safe transportation of the dismantled vehicle to an appropriate authorised Toyota repair facility, if necessary. 4. Accept responsibility for the vehicle and its components during any such transportation. 5. Provide a **courtesy vehicle or suitable alternative transportation** while my mother remains without her vehicle, or clearly explain in writing why this is being refused. 6. Provide written clarification regarding the R2,700 payment. 7. Investigate the repeated transfers between departments and the failure to answer subsequent calls. 8. Provide a clear timeframe for the vehicle to be properly assessed and repaired.

This complaint is about more than inconvenience. My mother has been left without her vehicle while the matter continues to circulate between MiWay and its service providers, with no clear person taking responsibility.

**MiWay needs to stop passing the customer from department to department and take ownership of the matter.** We expect a substantive response and a practical resolution, rather than another referral to a different department.

**Claim ***** **Vehicle: Toyota C-HR**