Unacceptable service from Outsurance

I have been a client of Outsurance for over 12 years and the service received from Outsurance and its preferred panel beater for my claim is unacceptable. My vehicle was booked in with the panel beater on Friday 22/4/2016 for an accident and hail damage. I got notification that the vehicle was ready for collection on Wednesday 11/5/2016. On high level inspection of the vehicle on the morning of Wednesday 11/5/2016 I identified a number of defects to the work done on my vehicle. The representative from the panel beater told me that the matters will be attended to and the vehicle will be ready by close of business on Wednesday 11/5/2016. I phoned Outsurance around midday of Wednesday 11/5/2016 and was transferred to the claims advisor. I made her aware of the defects to the work done on my vehicle and a complaint was raised. She told me the matter will be attended to and I would get feedback within 24 hours. I received no communication/ feedback from Outsurance regarding my compliant, except an sms on Thursday 12/5/2016 stating I will be contacted. On the morning of Friday 13/5/2016, having received no communication/ feedback either from Outsurance or the panel beater. I sent an email to the claims advisor highlighting a number of high level observations of the defects on the work done by the panel beater, who forwarded the email on to the complaints advisor. The complaints advisor forwarded me an email received from the panel beater on the morning of Friday 13/5/2016, after receiving my email. Their response quoted: “Thank for informing us with the client’s complain, on the colour code we have used the colour code from the manufacture, the rear bumper is new with the proof of the invoice, there is something that i identified on bonnet (paint on dust) during collection of vehicle, i spoke to the workshop manager to sent it back to spray boot . we hoping to release it tomorrow.” In terms of the Consumer Protection Act: 54. Consumer’s rights to demand quality service 1) When a supplier undertakes to perform any services for or on behalf of a consumer, the consumer has a right to— a) the timely performance and completion of those services, and timely notice of any unavoidable delay in the performance of the services; b) the performance of the services in a manner and quality that persons are generally entitled to expect; 1. My vehicle is now three weeks with your preferred panel beater. What is the acceptable timeframe for such repairs to be completed within the required standard/ quality? 2. Outsurance did not communicate with me/ provide any notice on any unavoidable delays experienced. Comments such as “We hoping to release it tomorrow” (Which is Sa****ay 14/5/2016). I phoned them and visited their premises today (Sa****ay) and your preferred panel beater was closed. There is sign on the door with the working hours being Monday – Friday. 3. I emailed your complaints advisor in response to the email she forwarded me from the panel beater, regarding the status of the vehicle and the contents of the email, and she failed to respond/ contact by the close of business 13/5/2016. 4. Outsurance panel beater’s was in the process of releasing my vehicle knowing of defects to work done on the vehicle on Wednesday 11/5/2016. What quality control processes does Outsurance/ your panel beater has in place, when your clients have to pick up obvious defects in your workmanship “dust on paint”. As mentioned above I identified a number of other defects which was emailed to Outsurance/ complaints advisor and no response received. Based on the above facts is the service provided by Outsurance, in accordance with the Consumer Protection Act and your acceptable standards of quality and service delivery. 1. Timely performance of your service –I was told the time frame will be 1 week however its been over 3 weeks the vehicle is with the panel beaters and no definite confirmation when it will be released. 2. Timely notice of unavoidable delays – no confirmation/ communicated received. I had to initiate communication/ feedback from Outsurance. 3. Performance of the services in a manner and quality that persons are generally entitled to expect – Defects identified on the workmanship from my side and that of your panel beater after passing through quality and no definite timeframe when this will be completed. Has a client of Outsurance, I request Outsurance to provide me with the quality and timeliness of the service that I was promised. (That is there is no problem with the quality of the workmanship/ or the work done on the vehicle and timely performance). Please resolve this issue ASAP.