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Given N

1 reviews | Active since Sept 2013

10 May 2022, 13:12

Poor customer service at Motorite Administrators

I took an FNB Car Warranty which is administered by Motorite. In my second year with the FNB Warranty, my VW Passat couldn't engage gears. I called them and they suggested I tow the car to a VW dealer or any RMI registered garage for diagnosis. I towed the car to VW Strijdom Park on the 28/04/2022. On Tuesday the 03/05/2022 the dealership diagnosed a Mechatronics problem and on the same day submitted a claim to Motorite. The dealership has been calling Motorite on a daily basis to no avail. I took a decision to call them myself today (10/05/2022). I made 4 calls and I ran out of airtime as everytime they would attempt to transfer me to the sales department to no avail. I am very disappointed with first, FNB who are the marketers of the warranty and Motorite who are the administrators.

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Replies (6)
Motorite Administrators
Motorite Administrators's reply10 May 2022, 13:25
Official
Dear Sir/Madam,  MotoVantage acknowledges receipt of your complaint, your communication is important to us.  Your complaint will be fully investigated by a dedicated complaints administrator who will try to resolve your complaint within 3 business days.  Your Policy Number:                                 FNB***5 (***1) - T573916TIA Reference/Case Number:                  ***6  Where we are unable to resolve your complaint within 3 business days, we shall keep you adequately informed of the progress of your complaint, the cause of any delays as well as providing you with revised timelines.  Thank you for your cooperation and patience herein.  Kind Regards,  Risk Management Complaints Division 
GN
Given N's update10 May 2022, 20:43
Reviewer Update
I received a call from Motorite at 15h21 this afternoon and they claim that VW Strijdom Park has not submitted the claim documentation to them. This is strange because below is the SMS from FNB dated 05/05/2022 which stated clearly that the claim was submitted to them. Therefore, I don't believe that Motorite intends honoring its commitments to me. I will wait for the 3 days they promised to resolve the matter in, but I am not holding my breath. Of course I am prepared to wait for their response before I take my case further.

FNB :-) Your First Warranty claim T573916 has been submitted. For queries email *** or call ***
Motorite Administrators
Motorite Administrators's reply11 May 2022, 08:18
Official
Dear Sir,

Please allow us the opportunity to carry out the necessary investigation and understand the situation. 

We will get back to you shortly and inform you about our findings and the steps that we plan to take.

Kind Regards,  Risk Management Complaints Division  
Motorite Administrators
Motorite Administrators's reply11 May 2022, 13:04
Official
Dear Sir,  Kindly refer to your personal email address for our comprehensive response into your complaint.  Thank you for your cooperation and patience herein.  Kind Regards,  Risk Management Complaints Division 
GN
Given N's update20 May 2022, 15:25
Reviewer Update
Good afternoon All,

I would like to thank Mr Quintine Bouwer from Motorite Administrators who attended to my case and did so professionally. He kept in contact with me and also requested all the relevant documents from VW Strijdom Park. He made sure that my claim was settled and the dealer fixed the car.

I would recommend Motorite to anyone who is looking for a reliable and dependable motor warranty.
Motorite Administrators
Motorite Administrators's reply20 May 2022, 15:38
Official
Dear Sir,

It is always gratifying to learn one’s employees are taking the time to make sure any problems a customer may have are handled timely, responsive and cheerfully. 
 Thank you for taking the time to express your appreciation and positive feedback. 
Your thoughts are important to us, but we're especially pleased when the feedback is positive. 
 Thank you for your cooperation and patience herein. Kind Regards,  Risk Management Complaints Division