1 reviews | Active since Jul 2018
Con-artists extraordinaire!!!!
Good morning Complaints at Motorite
I trust your morning is a little better than mine thanks to your repudiation of the above claim. I very much doubt you will even read the content of my mail but I write it non-the-less. I will also be posting this to every possible platform on Social Media I have access to.
I wish to express my disgust at your decision. From the day we first purchased a VW Crafter (in 2014) we were strongly advised (by almost everyone we spoke to), NOT to entertain the purchase of a policy from Motorite. Your Face Book page, customer reviews and other sources revealed that you are undoubtedly one of the most disliked and disrespected organisations in SA. Contrary to all recommendations we chose to support you, NOT ONCE BUT TWICE, only to establish that the temperature gauge in the market could not be closer to the truth.
Thank you for swindling us out of some R55 000-00 (Fifty five thousand rand), not to mention delaying your decision for some 7 days (at R10 000-00 per day), compromising our ability to get our vehicle on the road and performing its revenue earning job. From the very first experience with your call centre is without doubt that a culture of sheer arrogance permeates your organisation.
I trust that you are happy with yourselves and that in the quiet of the night, when no-one is around, your people sleep comfortably, knowing that they did everything in their power to assist their client base. I doubt very much that this is the case. I on the other hand am eternally grateful for the fact that NO DECISION you make will affect our ability to fix this vehicle, and I stand today in solidarity against ALL those poor un-suspecting policy holders who are not this fortunate.
To those of you in this power wielding position, remember that the big wheel turns. You as a person are NOTHING without the power of your almighty brand that you wield in the face of trusting and supporting people like ourselves. Please believe me when I tell you, that when you fall from that platform – there will be nothing left to catch you.
Regards TrishE
Dear Madam,
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
Please allow us the opportunity to carry out the necessary investigation and understand the situation. I will get back to you shortly and inform you about our findings and the steps that we plan to take.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Madam,
Please be advised that Motorite is aware of your situation and is treating the matter with utmost urgency.
Please allow us the opportunity to carry out the necessary investigation and understand the situation. I will get back to you shortly and inform you about our findings and the steps that we plan to take.
Thank you for your cooperation and patience herein.
Kind Regards,
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Sir/Madam,
This letter serves to confirm that we have reviewed the merits of your complaint received on the 04/07/2018.
The product that forms the basis of this complaint is an Alpine Mastercars mechanical breakdown warranty underwritten by Infiniti Insurance Limited of which Motorite Administrators (Pty) Ltd. act as the appointed claims administrator. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions being adhered to whereby the applicable limits of liability apply. The policy incepted on the 20/02/2017 at 68 000 km and runs for a period of 2 years.
The sale of this product was facilitated through a mandated intermediary whereby Motorite was not present at point of sale and therefore regrettably cannot validate any sales discussions held at that point. We have noted that as per the attached signed copy of contract it would appear that the relevant policy terms and conditions were duly read, understood, accepted and received at point of sale.
The claim in contention was logged with Motorite on the 26/06/2018 at 108 069 km by Phoenix Motors T/A Lindsay Saker VW Bloemfontein. The repairer reported that the vehicle came in for non-starting. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
The technicians report refers:
It was found that the timing belt had broken due to excessive wear on the timing belt teeth. Due to the timing belt breaking, the valves and pistons touched causing further damage to the valves, lifters and cam shafts.
Upon receiving the requested information – Motorite proceeded to appoint an independent assessor to go out and inspect the vehicle to ascertain the cause of failure and confirm the extent of the damage.
The assessment report refers:
“The timing belt snapped and some of the teeth on the belt also separated from the belt body in the area the belt broke. All 8 x exhaust valves are bent.
There is clear sign on the piston crowns that the exhaust valves made con tact with them. 3 x rockers broke and 5 are partly damaged on the rollers, 1 x glow plug broke off in the cylinder head during the stripping of the head. 2 x glow plugs had to be drilled out during the stripping of the cylinder head.
The tensioner pulley is slightly worn and rough when turning it by hand. The idler pulley is slightly rough when turning it by hand. There is no oil or fluid contamination on the timing belt.
Cause Of Failure: This timing belt failure is most possibly due to premature part failure because according to the VW replacement schedule it should only be replaced on 120 000 km.”
It is important to note and is worth mentioning that Motorite has in its employment qualified motor vehicle technicians that form part of our claims department and claims management team respectively. Assessment reports supp**** are analysed in detail whereby a final decision is made, based on visuals, technical correctness, experience and factual information.
Upon receiving the requested information – Motorite proceeded to reject the claim for the camblet as the failure thereof and any resultant damages is specifically excluded from the ambit of the warranty policy. In addition – the cambelt replacement is not covered as a service/maintenance item.
After careful consideration of all the factors pertaining to your complaint, we regret to advise that our decision remains unchanged.
In view of the matter - Motorite remains of the opinion that your claim was administered correctly, in line with the policy terms and conditions.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***
Dear Sir/Madam,
This letter serves to confirm that we have reviewed the merits of your complaint received on the 04/07/2018.
The product that forms the basis of this complaint is an Alpine Mastercars mechanical breakdown warranty underwritten by Infiniti Insurance Limited of which Motorite Administrators (Pty) Ltd. act as the appointed claims administrator. The policy provides cover for the failure of specified mechanical and electrical components subject to the policy terms and conditions being adhered to whereby the applicable limits of liability apply. The policy incepted on the 20/02/2017 at 68 000 km and runs for a period of 2 years.
The sale of this product was facilitated through a mandated intermediary whereby Motorite was not present at point of sale and therefore regrettably cannot validate any sales discussions held at that point. We have noted that as per the attached signed copy of contract it would appear that the relevant policy terms and conditions were duly read, understood, accepted and received at point of sale.
The claim in contention was logged with Motorite on the 26/06/2018 at 108 069 km by Phoenix Motors T/A Lindsay Saker VW Bloemfontein. The repairer reported that the vehicle came in for non-starting. The normal claims procedure was followed whereby we requested the vehicles service record, written failure report and quotation.
The technicians report refers:
It was found that the timing belt had broken due to excessive wear on the timing belt teeth. Due to the timing belt breaking, the valves and pistons touched causing further damage to the valves, lifters and cam shafts.
Upon receiving the requested information – Motorite proceeded to appoint an independent assessor to go out and inspect the vehicle to ascertain the cause of failure and confirm the extent of the damage.
The assessment report refers:
“The timing belt snapped and some of the teeth on the belt also separated from the belt body in the area the belt broke. All 8 x exhaust valves are bent.
There is clear sign on the piston crowns that the exhaust valves made con tact with them. 3 x rockers broke and 5 are partly damaged on the rollers, 1 x glow plug broke off in the cylinder head during the stripping of the head. 2 x glow plugs had to be drilled out during the stripping of the cylinder head.
The tensioner pulley is slightly worn and rough when turning it by hand. The idler pulley is slightly rough when turning it by hand. There is no oil or fluid contamination on the timing belt.
Cause Of Failure: This timing belt failure is most possibly due to premature part failure because according to the VW replacement schedule it should only be replaced on 120 000 km.”
It is important to note and is worth mentioning that Motorite has in its employment qualified motor vehicle technicians that form part of our claims department and claims management team respectively. Assessment reports supp**** are analysed in detail whereby a final decision is made, based on visuals, technical correctness, experience and factual information.
Upon receiving the requested information – Motorite proceeded to reject the claim for the camblet as the failure thereof and any resultant damages is specifically excluded from the ambit of the warranty policy. In addition – the cambelt replacement is not covered as a service/maintenance item.
After careful consideration of all the factors pertaining to your complaint, we regret to advise that our decision remains unchanged.
In view of the matter - Motorite remains of the opinion that your claim was administered correctly, in line with the policy terms and conditions.
Risk Management Complaints Division
Tel No: ***
Facsimile: ***
Email:***