Durban South PanelBeaters/Outsurance- worst service ever

I have received a call from the nominated panel shop ( Durban South PanelBeaters) with the threat that my untouched vehicle will not be released without me paying them a R5000 excess fee.

This is unacceptable, while I accept the fact of the initial backlog of 30+ days, I cannot accept that Durban South Panelbeaters sat with the part for 3 weeks BEFORE ascertaining/realising that the part (A HUGE FRONT BUMPER) was incorrect. Surely if you had to wait 6 weeks for an item of such importance, you would check on DAY 1 of receipt that it was in fact the correct part. Their excuse is absolute hogwash. Due to their incompetence, I must wait a further 30+ days for this bumper.

To add insult to injury, they are demanding an excess fee FOR NOT WORKING ON THE VEHICLE AT ALL.

Should they continue to demand this unwarranted charge, I suggest that Outsurance remove my vehicle from them and use another more efficient service provider for ALL their future needs. This should not pose a problem as no actual repair was carried out.

I would prefer to refer the matter to the ombudsman as this is beyond unacceptable and inefficient service.

I trust that Outsurance will give this matter their full attention ASAP.