Poor Service from Outsurance & Contractor (Home Security Electronics)

<p>My name is Paveshn Chetty , and I am an Outsurance customer for +- 9 years. This was the first time that I needed to make a claim, and phoned outsurance on the 14/04/2017, however could not get through. I tried numerous times to get through however the call center recording was on repeat. I was very disappointed, had this been an emergency situation I would not have got the assistance that I am paying for monthly.</p> <p>On the 15/04/2017 I finally got through and spoke to a Dineo Hotane who assisted with my claim. She advised me that Home Security Electronics will be giving me a call shortly to arrange a time to view the damages.</p> <p>After my call with Dineo, I waited the entire day, however did not receive a call from this contractor as mentioned by Dineo. I decided to call the contractor on the 16/04/2017, who was not available at the time. I spoke to a lady who said that she will pass the message for Saandra to call me back. Again the contractor did not call me back that day. At the end of the day, I decided to call him one last time, and spoke to Saandra. He did acknowledge that he received the message, however failed to call me. - Being a customer, I do not feel that it is fair for me to run around wasting my phone calls for a contractor. We discussed a time for the next day 17/04/2017 at 9am.</p> <p>The next day Saandra arrives 1 hour late. We then discuss what is required (Gate motor, garage motor and alarm passive). When I asked Saandra what time he will be attending to the installation, he replies "after lunch" on the 18/04/2017.</p> <p> </p> <p>On the 18/04/2017, I attempted to call Saandra at 12:35pm (Which is after lunch) to confirm the time that he is coming through, however I could not get a hold of him. I continued trying to get a hold of him, which I finally did at 13:01pm. Saandra informs me at this stage that he is running late and will be at my place in the next 1.5 hours (Again, I, the customer had to make the call to the contractor to find out the status. Very unprofessional). He also confirmed during the phone call that he will complete my job by the end of that day.</p> <p>At 15:01pm, I again attempted to call Saandra as he did not arrive at my place, and there was no phone call from him stating otherwise. I could not get a hold of him again. I tried numerous times, and finally at 15:28pm he answered my call saying that he is running late again, also promising that he will complete my job by the end of the day. When I asked what time he will be at my house, he said he cannot give me a time.</p> <p> </p> <p>Saandra finally arrives at my place at 16:30 on the 18/04/2017. As soon as he enters my premises he gets his assistant to start stripping the driveway gate motor, and requests the excess payment in full before he continues. At this stage I am really frustrated, as this contractor gave me the run around the entire day, hasn't completed his job, but demands that I pay him in full. – My question to Outsurance, Is this fair on the customer?</p> <p>Saandra advises that "it is outsurance policy that I pay him in full before he starts the job". For me as a customer, meeting this contractor for the second time, and given his inconsistency throughout our interaction, I did not feel comfortable paying anything until the job had been completed and I am satisfied.</p> <p> </p> <p>It was now 16:45pm so I decided to call Dineo to confirm this policy as I do not recall her saying I will have to pay the contractor before the job being started. Again I could not get through to her, or leave a message (Note: Again I was unable to contact the outsurance assistant/ get through to the call center). Saandra then refers me to a Mr Pillay (Head Auditor from Outsurance) to confirm that this is the policy, which he does. I advised Mr Pillay that I am not comfortable with this given the events that transpired, to which he rep**** Saandra will not let me down.</p> <p> </p> <p>I asked Saandra again if the job was going to be completed today being late already, and he confirms that it will be completed. Still feeling reluctant, the money was transfered into Saandras account.</p> <p> </p> <p>It was now 18:00pm and Saandra completed the installation of the gate motor only, and informs me that it was late and he will have to come back the next day to complete the rest. I was Really angry at this stage, as he demanded the full amount be paid to him and he promised that he will complete all jobs before he left that day - He blatantly ****.</p> <p>I, the customer have to be now inconvenienced for another day because of this contractors lack of planning.</p> <p> </p> <p>After venting my frustration on this contractor, I asked again, what time will he be coming in to complete the rest of the installation, which he replies "9ish".</p> <p> </p> <p>On the 19/04/2017, once again Saandra cannot adhere to time as he arrives at 11am when he confirmed "9ish". He completes the garage motor and the alarm passive, however could not get the driveway lights to work. I was not there at this time, but was informed that he was using a “guess and check” method to test the lights. He finally realizes that the day night sensor was also damaged by the lightening strike and needed to be replaced. This job was not completed, and I had to be inconvenienced another day without driveway lights.</p> <p> </p> <p>I made a total of 11 calls to Saandra, using my personal phone. I am disgusted at the service providers that Outsurance have on their panel, who cannot stick to a time, or even inform the customer of the status. Because of this contractor’s inconsistency and not sticking to time that he agreed upon, I had to arrange for someone to take leave from work to be present during his numerous visits to complete the job.</p> <p> </p> <p>I would like some feedback on this matter, as I have been a customer with Outsurance for +-9 years, and the service that I received on this claim was unprofessional and unacceptable. If this service continues, I will be taking my business elsewhere.</p> <p> </p> <p> </p> <p>Yours sincerely</p> <p>Mr Paveshn Chetty</p>