Extremely Poor service
<p>I have received no further communication since the 19th May from outsurance or their service provider Van zyls autobody concerning the finalisation of repairs to my accident damaged Mazda 6, as they were still waiting for a part ordered from Mazda Hatfield that was expected to arrive on 25/05/2017. I went to view my vehicle today 08/06/2017 and unbelievably its still not done! After investigation from outsurance side it was conveyed to me via e-mail that their service provider van zyls autobdy was at fault for only ordering the part on the 05/05/2017 when my vehicle was supposed to be delivered to me on that date, a courtesy car was delivered to me on the 22/05/2017 , a ford fiesta, even though I don't have it as part of my policy, to make up for the service provider's mistake. I assumed it would be a 2 week loan, maximum, but once again van zyls autobody is blaming Mazda Hatfield that the part has'nt arrived, the workshop manager says he is waiting for the bracket/hinge for the door handles, and the office manager says they had to respray as she wasn't happy with it the first time around, meaning the quality of their work is substandard? Something is VERY off!!! They are STILL blaming Mazda Hatfield for the delay, in 2 days it will be 3 months since the accident, is this going to turn into a 4 month repair? And by the way, please make sure the panels align up correctly and amongst other issues remove the hard glue or whatever it is on the door and handle before you eventually try to hand my vehicle back to me. In fact I ask politely that outsurance find a different service provider who can repair my vehicle professionally and timeously or just write it off and pay me out. It looks like I'm expected to contently pay monthly instalments and insurance premiums for a fourth month for a vehicle I cannot make use of, if I wanted a fiesta, I would of bought one. The service is just getting worse. If and when the vehicle is returned to me it will be going for a full technical report immediately.</p>
Hi jason-grobler,
Thank you for bringing the matter to our attention. Shannon our assessing manager contacted you to apologize for the delay and to get the matter resolved. He told you that an assessor would be appointed to assess the vehicle and then he would provide you with feedback. Sorry for the delay.
Regards, Kelvin
Hi jason-grobler,
Thank you for bringing the matter to our attention. Shannon our assessing manager contacted you to apologize for the delay and to get the matter resolved. He told you that an assessor would be appointed to assess the vehicle and then he would provide you with feedback. Sorry for the delay.
Regards, Kelvin
I am tired of the apologies, I am tired of promises and I am tired of the poor service I am getting from outsurance. the outsurance assessor went to your service provider, van zyls autobody who is supposed to carry out the repairs on my vehicle, on Monday 12/06/2017 and agrees with me that their work is substandard, this is the THIRD time they have to do the same job over! In other words the first two attempts were done unprofessionally? In the meantime I have to continue paying monthly vehicle instalments as well as outsurance insurance premiums. My complaint seems to go no futher than your managers who do not resolve this matter nor contact me again with feedback as promissed. I am VERY disappointed with outsurance and I don't believe that outsurance is the industry leader in short term insurance any more. What other option am I left with but approach the ombudsman for assistance to resolve this matter.
I am tired of the apologies, I am tired of promises and I am tired of the poor service I am getting from outsurance. the outsurance assessor went to your service provider, van zyls autobody who is supposed to carry out the repairs on my vehicle, on Monday 12/06/2017 and agrees with me that their work is substandard, this is the THIRD time they have to do the same job over! In other words the first two attempts were done unprofessionally? In the meantime I have to continue paying monthly vehicle instalments as well as outsurance insurance premiums. My complaint seems to go no futher than your managers who do not resolve this matter nor contact me again with feedback as promissed. I am VERY disappointed with outsurance and I don't believe that outsurance is the industry leader in short term insurance any more. What other option am I left with but approach the ombudsman for assistance to resolve this matter.