Complaint | Poor Service from Motorite -

Item: Motorite Administrators
Rating: 1
Author: Bongani M

I am writing today to complain about the poor service I received from the Motorite Customer Services and Claims department since last Wednesday, 28 Aug 2019. Audi Hartfield has logged a claim on my behalf for Warranty but ever since, I’ve had to be the one calling and following up with Motorite on the progress of that claim.

What I find more pathetic than being financially inconvenienced (as I’ve had to use my own airtime while made to hold for hours-on-end whenever I called) is that even when I would by luck manage to speak to someone, that person wouldn’t have a clue about why this claim is being delayed. Surely Motorite should have a system in place in which they record reasons for such delays so that when customers call their call centre, their agents don’t have to sound so uninformed.

I’m extremely disappointed at the kind of service I got and the fact that, even having been transferred from pillar to post last week, I still sit without my car and no one is telling me what the hell is happening. It’s unacceptable and unprofessional and what’s very sad is that as consumers we’ve become so ok with second-rate service that we just let things like this slide.

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Replies (1)

Motorite Administrators's replyOfficial

03 Sept 2019, 08:12

Dear Sir, Motorite has reviewed your complaint and duly noted your comments and it is with great concern we received your social media post 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. Our records indicate that the claim in contention was logged with Motorite on the 28/08/2019 at 147 984 km by Audi Hatfield. The repairer reported that the vehicle was brought in with a noise coming from the brakes and that the thermostat is leaking. The repairer suggested that the water pump be replaced. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation. There was unfortunately a delay in determining liability in respect of the claim as there was further time spent assessing whether the claim falls within the policy terms or whether there has been material loss. In addition to the duty to handle claims we give a great deal of consideration to take all of the circumstances of the situation into account, and to act in a way that gives appropriate priority to treating customers fairly. However – I am pleased to inform you that the claim documentation was duly received and the claim will be assessed in accordance with the policy terms and conditions. We hope this is sufficient to solve the issue and clear any remaining inconvenience. Thank you for co-operation and patience herein. Kind Regards, Risk Management Complaints Division
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Motorite Administrators's reply03 Sept 2019, 08:12

Official