Failed to investigate *********** service provider

<p>n 3 April 2017 I took my BMW 320d for what I thought was repairs, to Auto Magic in Silverton. This was the company elected by my insurers, PPS. The date had been provided by them and it was agreed that the work would take 8-10 days. It should also be noted that they were not to repair anything, instead they were simply to replace a bumper and headlight. </p> <p> </p> <p>Thereafter the problems started. The bumper that should have been with them (as they were had provided me with the date) had to be ordered. This took 10 days to arrive. I also asked about the headlight, this had been mentioned on the inspection documents when the vehicle was booked in. They promised to revert but failed to do so. When I finally called they advised that the part had not been ordered. According to them when they received the headlight, it was first the wrong side and then there was dust in the housing. It took weeks before they had the part. </p> <p> </p> <p>Another week went by and through the assistance of my broker and insurance it was agreed that I could collect the vehicle at the end of the month. However, when I went to collect it not only was there a part missing on the bumper but my car would not start. It was later discoved that they had run out of diesel while driving my vehicle around. </p> <p> </p> <p>When I was finally advised that I can come and collect my vehicle as the bumper was incomplete and the headlight replaced, 32 days after it was first booked in, I found that the vehicle was leaking water. I was instructed to take it back to them and on inspection they advised that a pipe leading to my headlight washers had cracked. They were also quick to point out that this was not there fault as they has not worked on it. When I pointed out that this pipe was housed in the bumper and that same bumper had been replaced by them, they were adament that they were not responsible. They seeme dto infer that I had somehow done this to my own vehicle on my 10km trip home. </p> <p> </p> <p>After 5 visits to them and over of month whithout a vehicle it was finally returned to pre accident collision. This to simply replace parts. I would hate to think what they would do if they acutally had to repair damage. This matter was escalted to Auto Magic's customer serive department and management with regards to franchises but they only paid lip service to the matter raised. There has been no meaningful engagement. The owner of the franchise told me that "it was no use answering my issues as i had all the answers". </p> <p> </p> <p>My concerns were also raised with Hollard that were acting on behalf of PPS. This was done telephonically and also in extensive correspondence directed to management outlining my problems and providing them with a detailed timeline. I asked that this matter be investigated and that they report back to me with regards to progress made and decisions taken. To date this has not been done. </p>