PG Glass Pretoria - Shocking Service and Communication

My insurance claim for windscreen repair was registered with PG Glass Menlyn on the 3rd of June 2019 by our Insurer, Santam Insurance.

On the 12th of June 2019, I received a call from PG Glass Menlyn (Belinda) who wanted to schedule a date for fitment. At this time, my vehicle was based at BMW Menlyn Auto Dealership for repairs on a damaged grille. I clearly explained this to Belinda and provided her with the Service Advisors' (Piero) contact details in which she confirmed she would contact and make the necessary fitment appointment.

On Wednesday, 19 June 2019, I tried to contact Belinda (PG Glass Menlyn) on 2 occasions to find out what had happened to the scheduling and fitment of my windscreen as it was still not done. While holding on the line for Belinda to attend to my call for both occassions (15 mins), my call was dropped and engaged.

On Monday 24 June 2019, I contacted PG Glass Menlyn again to follow up on my claim as I had still not had any feedback and my vehicles location had changed. I spoke to person by the name of Alex, who informed me that my fitment was scheduled for 10am that morning. I indicated to him that this could not have been the case as no one from PG Glass has contacted me prior to this to make the appointment and the location of my vehicle has also changed. I asked Alex to confirm the number he contacted which was also the incorrect number. I once again provided the contact details for the Zambezi Auto Repair Centre (Mayroon) for PG Glass to contact and arrange the required fitment.

On 26 June 2019, I received a call from PG Glass Menlyn (Hennie) requesting to schedule an appointment for fitment. I explained to him again that I had provided all the details to Alex on who to contact and where to go for the fitment which Hennie had no knowledge of. I once again had to explain this to him.

On the same day, Hennie contacted Mayroon from Zambezi Auto Repair Center and confirmed the date of fitment for Friday morning, 28 June 2019. Mayroon contacted myself ***ner of vehicle) to indicate that my car is ready on Thursday, 27 June 2019 but can stay until Friday to have the windscreen fitment completed as well to which I agreed to.

On Thursday, 27 June 2019 at 3pm, Hennie from PG Glass Menlyn contacted me to inform me that they do not have stock of my windscreen and will only receive the windscreen on Monday, 01 July 2019. This after I specifically arranged with the Repair Center to keep my car for another day to have the windscreen repair completed and then also to only be informed the afternoon before the fitment was scheduled to be done.

The next appointment has now been scheduled for 02 July 2019 (almost exactly a full calendar month to the day). Absolutely shocking service from PG Glass Menlyn.

I have had exactly the same experience in February 2018 where I escalated to the Insurance Company the poor service received from PG Glass Menlyn where it took over 2 months to have my windscreen repaired.