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Pieter E

1 reviews | Active since Jun 2019

26 Jun 2019, 20:51

Motorite Service Plan Not Loaded

I bought my 2nd hand vehicle in October 2018 and also bought a service plan from Motorite at the same time. On 25 June 2019 I took the vehicle in for a service ( 300km round trip to the nearest dealership ). Once the dealership eventually got hold of someone at Mortorite for authorisation, they were told that my policy number does not reflect on the system and there is no such plan in place.

After about a dozen phone calls and multiple emails I still could not get an answer as to how this was possible, seeing as they were paid in full over 8 months ago! Eventually at 15:30 I received an email with a one sentence "apology" for the delay and was told that the policy was now loaded onto the system. This still meant that the service could not be done and I have to go back again.

My biggest problem with this is that an entire day was wasted. I lost a days work, I had to leave home at 5am and only returned at 7:20pm all for nothing! Not to mention the cost of driving 300km. I want Motorite to reimburse me for all these costs due to their complete incompetence. I want AA rates for my travel and I will also invoice for my wasted time at my hourly rate.

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Replies (2)
Motorite Administrators
Motorite Administrators's reply27 Jun 2019, 08:02
Official
 Dear Sir,  We acknowledge receipt of your complaint however, in order for us to further investigate the matter and provide you adequate feedback we will require the following information:  Policy / Contract number:I.D number: Vehicle Registration number:  
Kindly forward your details to ***  Thank you for your cooperation and patience herein. Kind Regards,

 Risk Management Complaints Division
 Tel No: ***
 Facsimile: ***
 Email: *** 
Motorite Administrators
Motorite Administrators's reply27 Jun 2019, 13:54
Official
Dear Sir,  It is with great concern we received your online complaint outlining the problem you had with our service. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.  As a service driven organisation, Motorite goes to great lengths to provide service excellence to all our valued customers.  We took the complaint with the seriousness it deserves, and we investigated your case and noted how the error occurred. The delay in having the service plan loaded was due to the product not being invoiced as per the payment received from date of purchase and therefore could not be loaded for administration thereof - this situation is not ordinary and these incidents are not typical of us.  This matter has been corrected and your service plan has duly been loaded and admin approved. The repairer of your choice may further call to log the claim on your behalf.  As a result of this issue, and in order to prevent this from happening in the future, this incident will not pass un-scrutinized and will be addressed internally. I would like to thank you for bringing this to our attention as it is important that our services to you are timely, responsive and cost-effective. It will help us improve our operations and services.  
Thanks for your patience and please, consider our apology herewith.  Kind Regards,

 Risk Management Complaints Division
 Tel No: ***
 Facsimile: ***
 Email: ***