SW
Stephen W
1 reviews | Active since Apr 2021
06 Apr 2021, 08:30
Extended Service Plan - Sign up and No further Contact (Poor Service)
I recently purchased a used vehicle through Wesbank and a day after got bombared with calls from the "Engine Room" - A Marlize even leaving a message at my office. As my vehicle only has one dealer service left in the plan I opted to enquire about the extended warranty to called Marlize back. we went through everything and I agreed to sign up for an extended plan. I was promised that my policy details would be emailed to me. Since then, my debit order has gone off but no email recieved and trying to find contact details for Mororite is simply a task in itself. I wish to cancel this agreement as the intitial service delivery has left a poor impression on me. In hindsight I should have viewed Hellopeter first. Lets see if contact is made with me.
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Replies (3)0
Replies (3)
Motorite Administrators's replyOfficial
06 Apr 2021, 08:46Dear 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
Motorite Administrators's reply06 Apr 2021, 08:46
Official
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
SW
Stephen W's updateReviewer Update
06 Apr 2021, 08:49Good Morning - your standard cut and paste reply confirms a lack of personalized customer service. Absolutely unnaceptable. Please advise who I need to speak to in order to cancel the policy, which is less than a month old.
SW
Stephen W's update06 Apr 2021, 08:49
Reviewer Update
Good Morning - your standard cut and paste reply confirms a lack of personalized customer service. Absolutely unnaceptable. Please advise who I need to speak to in order to cancel the policy, which is less than a month old.
Motorite Administrators's replyOfficial
06 Apr 2021, 12:13Dear Sir,
This serves to confirm that we have reviewed the merits of your Hello Peter complaint received on the 06/04/2021 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 WesBank used service plan was marketed and sold to you on the 26/03/2021 through an independent company called, The Engine Room Direct Solutions (Pty) Ltd. of which was facilitated telephonically.
It is pertinent to mention that in accordance with the Policy Holder Protection Rules, Motorite has 30 days within which to have the product finance approved and a profile created in order to have the respective fulfillment pack released.
Our records indicate that the service plan was duly finance approved on the 29/03/2021 and a profile created on the 01/04/2021 for administration thereof. Once admin approved, the relevant fulfillment pack will be issued – all of which is well within the 30 day administration process.
The WesBank used service plan has now been admin approved and the fulfillment pack scheduled to be released.
However – as you have indicated that you wish to cancel the service plan, we have sent you the the relevant cancellation form. Kindly complete and forward back with the client control and verification documents for applicable processing thereof .
Should you require any further details, please contact the Risk Management Complaints Division.
Should you require any further details, please contact the Risk Management Complaints Division.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division
Motorite Administrators's reply06 Apr 2021, 12:13
Official
Dear Sir,
This serves to confirm that we have reviewed the merits of your Hello Peter complaint received on the 06/04/2021 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 WesBank used service plan was marketed and sold to you on the 26/03/2021 through an independent company called, The Engine Room Direct Solutions (Pty) Ltd. of which was facilitated telephonically.
It is pertinent to mention that in accordance with the Policy Holder Protection Rules, Motorite has 30 days within which to have the product finance approved and a profile created in order to have the respective fulfillment pack released.
Our records indicate that the service plan was duly finance approved on the 29/03/2021 and a profile created on the 01/04/2021 for administration thereof. Once admin approved, the relevant fulfillment pack will be issued – all of which is well within the 30 day administration process.
The WesBank used service plan has now been admin approved and the fulfillment pack scheduled to be released.
However – as you have indicated that you wish to cancel the service plan, we have sent you the the relevant cancellation form. Kindly complete and forward back with the client control and verification documents for applicable processing thereof .
Should you require any further details, please contact the Risk Management Complaints Division.
Should you require any further details, please contact the Risk Management Complaints Division.
Kind Regards,
Risk Management Complaints Division
Risk Management Complaints Division