Extremely Poor Communication and Still Waiting Two Months Later

My experience with Renew-it Bedfordview has been incredibly frustrating.

My vehicle went in for what should have been relatively minor work. From the beginning, I had to continuously follow up with them regarding the status of my vehicle. This was particularly frustrating because I had arranged a rental car based on the timelines they originally provided to me.

After 9 working days, and numerous phone calls where I was passed from person to person, I was eventually told that my vehicle had been standing there for 4 days before they even started working on it.

Fast-forward to 16 working days later, and I finally received the call that my vehicle was completed. I arranged to collect it at 3pm. When I arrived, however, the vehicle was not ready, and I ended up waiting another 2 hours in the lobby.

Once my vehicle finally arrived, this is where things got even worse.

They had not completed all the work that I originally booked the vehicle in for.

When I asked for an explanation, I was told there had been an "internal misalignment" and that the job card had not been updated correctly.

This explanation does not make sense to me because my insurance had approved all the work from the beginning, when I originally took the vehicle in. This was not additional work that was added at a later stage.

I was then told that someone would contact me the following day to arrange for me to bring the vehicle back so that the outstanding repair could be completed. I was also told that they would provide me with a courtesy car due to the inconvenience.

I am still waiting for that call.

It gets worse.

During the handover inspection with Trisha, I noticed that some items were missing from my vehicle. I immediately asked where they were, and we even checked the booking-in photos, which showed that the items were in the vehicle when it arrived.

I was told that they would have to conduct an internal investigation and get back to me, and that they might need to replace the missing items.

I even went to speak directly to the GM, Lizel, who told me that she would personally call me once she had more information.

I am still waiting, Lizel.

It has now been 2 months, and I am still waiting to hear what happened to the items that went missing from my vehicle while it was in their care, what the outcome of the internal investigation was, and what is happening with the repair that was never completed.

The lack of communication and ownership has honestly been the biggest disappointment throughout this entire experience.

As a paying customer, I should not have to continuously phone, message and chase people just to understand what is happening with my vehicle.

At this point, I am not looking for another apology or generic response. I would like Renew-it Bedfordview to take ownership of the matter and provide me with a clear, practical resolution.

P.S. Instead of offering customers nice coffee in the waiting area, perhaps invest in someone who can properly manage customer complaints and actually follow up with customers.

I am more than willing to provide my call logs and messages with your employees to demonstrate how many times I have had to follow up and the lack of communication I have experienced.

Based on my experience so far, I unfortunately cannot recommend Renew-it Bedfordview.