Bad service.

Dear Sir,  We acknowledge receipt of your complaint received at our offices and duly noted your comments. 
Your complaint will be investigated by the Risk Management Complaints division who will inform you in writing of our final position concerning your complaint as soon as possible.  Thank you for your cooperation and patience herein. Kind Regards, 
Risk Management Complaints Division

Dear Sir,                                                                                                                                                             This letter serves to confirm that we have reviewed the merits of your Hello Peter complaint received on the 07/04/2021 and it is with great concern we received your e-mail outlining the problem you had with our service, as a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers. After a thorough review of your case, we noted that the sale of the WesBank used service plan was facilitated telephonically through an independent company called, The Engine Room Direct Solutions (Pty) Ltd. whereby the product was marketed and sold to you.  It is pertinent to mention that with WesBank sold plans and/or policies, upon receipt of a valid sale does the sale thereof take 24 to 48 hours to be finance approved against your vehicle asset and finance account. In addition - with the Policy Holder Protection Rules, Motorite has 30 days within which to have the plan loaded and a profile created in order to have the respective fulfillment pack released. It is important to note that as per the manufacturer’s specifications, your vehicle has a standard service interval of every 15 000 km or 12 months whichever occurs first with the applicable service leeway’s being 2 000 km or 90 days either side of the service parameter reached first, that being time or kilometres. Our records indicate that upon receiving your vehicles service record we established that your vehicles last service, the 120 000 km scheduled service was done on the 21/10/2020 at 125 590 km and that the vehicle has only travelled 10 217 km since then. Please note that the vehicle’s 135 000 km service is due at 140 590 km or on the 21/10/2021, excluding leeway’s - whichever occurs first. Regrettably, there can be no claim as the service is not due on your vehicle.

Kind Regards, 
Risk Management Complaints Division

Dear Sir,  Claims management have advised that based on service done the previous year indicates vehicle only travelled 10 000 km from that service , but we can assist assuming the new client (yourself) is bringing services back on the interval.  A claims agent has been allocated to assist further with the authorisation to be app****.  Kind Regards, 

 Risk Management Complaints Division