From accident to nightmare - Mercedes-Benz ruined by Prime South Africa and Royal Panelbeaters

I own a 2014 Mercedes-Benz C220d Bluetec. After an accident on 21 December 2024, Prime South Africa Insurance approved my claim (CL***) - I was initially delighted when my claim was approved so quickly, I even posted a positive HelloPeter review at the time, which I now regret, as it may have misled others about the service I ultimately received. From claim approval, things spiraled. The car was first towed to Renew It Sandton, then moved to Royal Panelbeaters for repairs. The front of the vehicle was damaged, and Royal Panelbeaters replaced the front bumper assembly, including the grille, badge mount, and light housing. However, this was done incorrectly with improperly fitted parts not for this specific make of Mercedes Benz Vehicle. As a result: • Critical systems no longer function: Electronic Stability Program (ESP), Pre-Safe, Active Lane Keeping Assist, Brake Assist, and Active Blind Spot and Radar Assist are all inoperative. • The radar sensors and front badge were not installed properly. Shockingly, the original damaged badge was left inside the vehicle as if to admit they used the wrong one. • The air conditioning wasn’t working. • The left door was stuck despite being fine right after the accident. • Numerous scratches and a downgrade of the vehicle’s safety and performance systems were evident. I returned the car three times (Feb, April) and although they eventually fixed the aircon and door, the major issues remain ignored. Even more concerning is that the vehicle was not taken to a Mercedes-Benz-approved repairer, which likely contributed to the unprofessional outcome. I waited from December 2024 to April 2025, only to receive my vehicle back in a worse condition than before, with safety systems disabled, poor-quality repairs, and no accountability from either the insurer or the repairer. Despite emails, WhatsApp messages, handwritten notes, and calls to Prime South Africa and Royal Panelbeaters, I have been ignored. They clearly do not care about safety or quality of “Your Prime Possessions” that they insure. This entire process reflects gross negligence and disregard for vehicle standards and customer safety. I strongly urge others to avoid these service providers, especially if you drive a premium vehicle like a Mercedes-Benz.