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Lindsay L

1 reviews | Active since Mar 2022

03 May 2022, 09:17

Terrible quality, service & knowledge about what you do

I have never been so disappointed & disgusted with customer service & incompetence. I dropped my car at proline Sandhurst on 28 Mar, to have my 2 doors on the passenger side repaired. I was tod that it will take 7-10 working days. I contacted them to find out if the car will be ready by Easter & I was told that I didn't inform them that Im traveling for Easter (is it your business?). I was then told that they will speed things up & try to have my car ready for collection on 14 Apr so that we can continue with our Easter plans. On 13 Apr I was called & told that the car has been sprayed but they are not 100%sure if they ggot the colour correct but I can check when I collect on 14 Apr. On 14 Apr I received a further update where I was told that I can't collect the car because the locking mechanism is not working & because of the long weekend they can only request for additional work the following Tue. Tue came & went and I was eventually told on Fri 22 Apr that there was a glitch in theor system, the request never went through to my insurance but it will be done on 22 Apr. On 26 Apr the manager assures me that they have ordered a new lock & that my car will be ready on Fri 29 Apr. When I arrived on 29 April my car had a new lock but still could not lock. Eventually after sitting and waiting an hour I requested to see my car... This only to find that the panel is off and wires are hanging out from the door panel, the pain work was pathetic & if I didn't know better I would swear that my entire car looked totally different in colour. There was damages on my car that wasn't there when I dropped the car, my cars battery was low because the lights are left on and there was terrible spray painting quality, again on a place that was not damaged. When I questioned the manager she said they Will have to check the pictures of the car that was taken when it arrived & that the battery will recharge itself. After close to 6 weeks they are now saying that they might have to send the car to Haval because they are unable to fix the lock. Through all of this plus the enormous amount of money Im spending I still don't have a car or an expected date of when I will have one. My car that is still under warranty and only 8 months old looks like a written off car that has been redone. My question is.... Is my warranty still valid after all the unnecessary work and tampering on wiring? How long will it take for me to get my car back IN GOOD WORKING CONDITION WITH GOOD WORKMANSHIP? Will proline ever take accountability for their unprofessional and low quality work? Has my cars value dropped because I trusted a company that clearly does not know what they are doing? This while they get worked up because I'm frustrated? At this point I'm not even sure if I want my car back, if I wanted a second hand car with ****ty paint work then I would have bought 1 but I didn't.

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Replies (1)
Proline Express Sandhurst
Proline Express Sandhurst's reply03 May 2022, 16:33
Official
Good afternoon Lindsay,

Thank you for taking the time to review us on this platform. 
Firstly, our apologies for not living up to your repair expectations. 

We treat the nature of every complaint as serious and will endeavor to resolve the matter appropriately. We have addressed this issue with the management at Proline Express and they will be responding directly with you to find an immediate solution.  The Renew-IT Team, always@yourservice