Miway or the Hiway.

On the 16 October 2020, my Audi was involved in a motor vehicle collision with an unlicensed driver of a company vehicle caused by an unlicensed driver, the particulars of which are not relevant for the purposes of this letter. However, dont think Miway is in any rush to sort the excess i paid them out! I immediately contacted MiWay Group Holdings (Pty) Ltd as my appointed vehicle insurance company upon whose instruction the vehicle was taken to Proline Autobody’s repair shop (a panel beater accredited with Audi) and Minque, a representative of Proline, was assigned to deal with the vehicle. On 9 November 2020, I was informed that the repairs to the vehicle had been completed and that I could collect the vehicle from Proline, which I duly did. After a cursory inspection and in the light at the workshop, the vehicle seemed to have been satisfactorily repaired. I was assisted by a colleague of Minque as she was not at the workshop on the day of collection. However, I indeed informed by Minque that should there be any problems with the repairs, I is welcome to contact Proline and report any problems. We have attached hereto the full assessment report of the vehicle done by the MiWay assessor. Once I reached her home after collection of the vehicle from Proline and inspected the vehicle in the sunlight. A dent in the rear bumper became apparent along with imperfections in the paintwork. Upon enquiry, I was stunned to discover that the vehicle was repaired using second-hand parts. Our client was, until the point where she enquired after the dent in the bumper, under the impression that the vehicle was repaired using new parts and was further never properly informed that second-hand parts were used to repair the vehicle. On the 12th November 2020 I contacted Minique telephonically to report her discontent with the repairs on the vehicle, specifically the dent in the bumper. I enquired after the contact details of the assessor assigned to her vehicle and was informed that such details were conveniently unavailable. Minque requested that I take the vehicle to Proline to have the dent inspected which our client duly did on 16 November 2020 where upon Minque exhibited a contemptuous attitude towards our client. Upon inspection, Minque begrudgingly admitted that the workmanship on the vehicle did not meet any reasonable standard. I was eventually able to obtain the contact details of the assessor from Miway known to our client as only as Ranzo who treated our client with contempt and proceeded to inform our client that due to the vehicle being out of warranty, it is permissible for second-hand parts to be used in the repair of the vehicle. When our client expressed her disparagement at the repairs done on the vehicle I was promptly informed that the assessor would “do me a favour” and order an additional second-hand part as the damage complained of was “only cosmetic”. Ranzo further sent our client a press release by the Ombudsman discussing the use of second-hand parts in vehicle repairs which was a clear attempt to strong-arm me into acceptance of the subpar workmanship conducted on her vehicle. The aforementioned media release was then sent.. what a joke. Panel beaters have an imp**** duty to conduct repairs on vehicles placed in their charge to the standard deserving of Audi accredited status and failure to do so impacts directly on the reputation of the Audi brand. Scant regard was given to the Audi standards in the repair of our client’s vehicle. I further received communications from Henk Groenewald from MiWay, wherein he attempted to send the vehicle to Renew It which is a sister company of Proline Autobody. A further noteworthy point is that Mr. Groenewald attempted to hasten Audi in the repairs of the vehicle which is not conducive to having the vehicle properly repaired. It is clear from these actions that MiWay is more concerned about expediting the repair process than quality of repair or customer satisfaction. On 16 November 2020, I elected to take the vehicle to Audi Rivonia where it was properly inspected by Audi professionals, who confirmed that the vehicle did not meet the Audi standard. It was further discovered that the stiffener behind the dented bumper was never replaced and posed safety risk should our client have been rear-ended again. A report of the damage from Audi Rivonia is was given, evidencing the damage found on the so-called repaired vehicle. Images of the work done by Proline Panel Beaters are attached was also available. Shocking!! The aforementioned images were taken after the vehicle was returned to our client by Proline on 9 November 2020 and illusrates that the vehicle was indeed fitted with damaged second-hand parts and that the paintwork was hastily completed exhibiting numerous imperfections. The vehicle had been sent to Audi Rivonia to be repaired for a second time and Audi has had to order new OEM parts for the repair of the vehicle due to the disgraceful repairs done by Proline. I am content that the repairs to the vehicle are being done at the expense of Proline, it is incumbent upon our client to inform the MiWay and Audi management of the unprofessional conduct of Proline Autobody and the MiWay assessors which has caused myself, and no doubt many others, great inconvenience. It had been almost two months since the motor vehicle collision which set this course of events in motion and our client’s vehicle is still undergoing repairs. The constant delays and need to make use of a rental vehicle is an immense inconvenience. I demanded Audi approval before getting my car back. You would expect he association of the Audi name with Proline Autobody as a professional and accredited panel beater is damaging to the Audi reputation and misleading to clients who trust that their vehicle is placed in hands of trustworthy professionals. Please, DO NOT BE FOOLED. I implore you to investigate the conduct of Proline Autobody and your team and reconsider the use of Proline Autobody in the future as well as to investigate the assessors assigned to this matter who not only accepted but actively facilitate the sign-off of subpar repairs. Needless to say, after all of this being dragged out for over 2 and a half months, I was told to be at Audi on a thursday morning by Henk to collect my car and meet him or a colleague there - to no surprise I got there like a total fool, he didnt pitch and nor was the invoice paid and my car couldn't be released by Audi. The next day after I emailed them in total disgust, informing them I am going on holiday and will collect my car in the new year was i rushed to get the rental back to them because it was now a problem for Miway and a cost to Proline - please guys, cummon.

Miway, why isn't legal contacting me regarding my excess? The entire team as a whole is clearly slow and incapable. I want answers.

I encourage all clients to be very careful of insurers as well as panelbeaters as it seems because I am a woman I can be taken for a ride? Audi South Africa, glad you have been made aware of this.