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Sthembiso M

1 reviews | Active since Dec 2019

28 May 2026, 12:20

Unreasonable Repair Delays | Claim CL***

To Whom It May PRIME SA

I write with extreme dissatisfaction and frustration regarding the handling of my vehicle repairs under claim number CL***.

My vehicle has been at HJ Bosch & Sons via PMD since 20 March 2026, and as of today, 28 May 2026, the repairs remain incomplete. This delay has now exceeded a reasonable repair period and has caused significant inconvenience and prejudice to me.

For over two months, I have repeatedly been told that you are “waiting for parts.” This response has become unacceptable. There has been a clear lack of urgency, poor communication, and failure to provide proper timelines or accountability.

As a paying customer and insured client, I am entitled to services performed within a reasonable time as contemplated under Section 54 of the Consumer Protection Act 68 of 2008. The continued delays, inadequate communication, and failure to complete the repairs within a reasonable period constitute unacceptable service.

Furthermore, the conduct and delays experienced may amount to unfair, unreasonable, or unjust conduct in terms of the Consumer Protection Act. I have acted patiently and in good faith throughout this process, yet I continue to suffer inconvenience while no firm completion date is provided.

I hereby formally demand the following:

Immediate completion of the repairs and return of my vehicle before 30 May 2026. Written confirmation of the exact status of the repairs. Full disclosure of all outstanding parts allegedly delaying the repairs. Escalation of this matter to senior management immediately. Written confirmation that this matter is receiving urgent intervention.

Should this matter fail to be resolved by 30 May 2026, I reserve all my rights to escalate the matter further, including lodging formal complaints with the relevant regulatory and consumer protection bodies, including the National Consumer Commission and the Ombudsman for Short-Term Insurance, and to pursue any remedies available to me in law.

This matter has gone on far too long and requires urgent resolution.

0
Replies (3)
Prime South Africa
Prime South Africa's reply28 May 2026, 13:40
Official
 
Hello Sthembiso, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it. 

You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted. 

Kind regards,
 The Prime SA Team 

Prime South Africa
Prime South Africa's reply02 Jun 2026, 07:21
Official
Hello Sthembiso M, 

Thank you for taking the time to share your experience. We know how important your car is to your daily life, and we’re sorry to hear about the inconvenience you’ve experienced.  

At Prime SA, we are committed to keeping our clients informed and supported throughout the repair process, especially if delays occur when waiting for outstanding parts to finalise the repairs. 

Our records indicate that two key parts for your car, being the front lower air deflector and the bumper spoiler, were on back order with the supplier, which resulted in delays. Unfortunately, parts procurement can be unpredictable, as availability and lead times depend on external suppliers, and delays can occur even when orders are placed promptly.  

We are very pleased to confirm that the final outstanding part has now been received, and your car is currently in the final stages of the repair process, with an estimated completion date set for Friday 5 June 2026. 

Our Market Conduct team has been notified and is already in contact with you to provide further clarity and ongoing updates as we work alongside the repairer to complete the repairs to your car within this week. 

It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensure that cars receive high-quality repairs and service. 

Committed to resolving your concern with care. 

Kind regards, 
The Prime SA Team 

SM
Sthembiso M's update10 Jun 2026, 10:00
Reviewer Update
Update: Car collected, but Prime's process needs fixing
I collected my car on 2 June. It was ready on Monday 1 June at 4pm.

The only reason this happened is Hello Peter. Before my review, the call centre told me repairs could take another 4 weeks, until end of June. I was told parts would arrive end of April, then end of May, then on 28 May I was told end of June. Two days after posting a bad review, the car was suddenly done.

Prime, you should not need a public complaint to act. Fix your parts tracking and call centre communication. Customers deserve accurate timelines without having to escalate publicly.

Thank you Hello Peter for expediting what two months of patience could not.