Outsurance service provider (Imbazo Plumbing) a *****

In April I got intouch with Outsurance for contacts for a plumber (as my trusted Insurer) for a sectional title I own. They referred me to Imbazo Plumbing which turns out to be the worst plumber ever.

The tenant had issues with the taps in the shower and sink and the plumber ‘repaired’ both and billed us approximately R2000. After a month a half, the tenant advised that the problem had started again and Imbazu Plumbing attempted to charge me again saying that they had informed me that the work done was only temporary (which is a blatant lie). I pushed back and they got the manager Wayne to get in touch with me. Wayne then assured me he would be going/sending a plumber to have a look and agree on a date with the tenant.

On the day of the appointment Wayne/plumber did not pitch. When I sent him a message he only read it and never responded to my message. The tenant then had to call three times on the day for a plumber to be sent and as things stand there is still no feedback to me as the owner or way forward.

I have been a long standing client of Outsurance and approached them because of their overall good customer service and reliability. As a service provider to Outsurance, I trusted that Imbazo Plumbing would indeed offer the same level of service as Outsurance but have soon learnt that they offer the opposite and treat the private/smaller service providers like *******. The workmanship is extremely poor and expensive since they take shortcuts that require additional funds a month later. As if that is not worse - once the problem occurs again there is no recourse..you chase after them and ultimately receive no response or feedback from them.

I need to understand why Outsurance referred me to these ********** when I trusted their recommendation so much? Are they credible enough to be an Outsurance service provider? If so, how when their work is so poor (a month later problem reoccurs)?