Appalling Service - Renew -It Durban Central Had My Car for 38 Days.

A security guard at an office complex forgot to seal the boom gate, which then fell onto the bonnet of my car. The damage was an indentation to the bonnet with paint chips. There was no hole on the bonnet; however, the force of the boom gate falling onto the car cased the indentation to push through (without exit) to the underside of the bonnet. My insurance company, iWyze, appointed Renew -It Durban Central to repair the car. I dropped off my car with them on 12 January 2021. From this date until 26 January 2021, I was notified via SMS and telephone calls that the paintwork on the bonnet failed their internal quality control standards for the three (perhaps four) times. On 27 January 2021, I was eventually informed that my car was ready. The dent was still visible along with ripples in the paint. This was pointed out to the service consultant who called in someone to take a look – I did not get his name. He in turn called Roneel Radhakrishna and a few other people to have a look. Firstly, my husband and I were told it is a figment of our imagination, subsequent to that we were told its orange peel. To my untrained eye and complete inexperience in this field, even I could see the imperfections. Roneel Radhakrishna who had no idea where the initial damage was continued arguing with my husband about it. In fact, all the people present there insisted there is no damage or imperfections visible. My husband asked that the hood be removed to have a look underneath the bonnet. When the hood was removed, we saw that the divot underneath the bonnet was still there. I was expected to take my car in this condition. I want to refer you the Renew-It Group’s website where it is stated “QUALITY IS NOT NEGOTIABLE”. I quote for your convenience the content under this heading “We will never compromise on quality…When you get your car back, it really is as your manufacturer intended it”.

On the same date i.e. 27 January 2021 after getting no further assistance, we asked to speak to the quality control person. This person, John is his name I believe, was sent to us. John stated he could not see any visible damage. Nobody took responsibility for the deep dent underneath the bonnet either, in fact they all dispersed except Roneel Radhakrishna who went on to pull out some internal document/job card and inform me that the profit that Durban Central Autobody made on my car was a meagre sum of R340.

Is this part of the standard operating procedures at the Renew-It Group. The quality of the work done must equate to the profits realised.

Finally, with no consensus reached I asked for a solution to the problem. I was told the assessor would be called in and a meeting arranged with me the next day, 28 January to discuss the way forward.

I phoned Renew-It Durban Central every day from 28 January 2021 until 03 February 2021 to find out what was going on as no meeting as agreed upon, was arranged. On my call to them on 03 February 2021, I was informed by the service consultant that the assessor does not respond. I took this up with iWyze.

At this stage I was helpless. I had diminishing faith in the skills present at this panel beater. If the repair failed their own internal quality control standards multiple times, clearly there was no skilled person available to repair my car. After so many failed attempts, why was nothing being done internally.

Repairs were once again initiated on the car. On 09 February 2021 I was once again informed me that the car failed their internal quality control standards. My car had now been repainted for the fifth or sixth time – I lost count.

At 14:30 on 10 February 2021, I was told that the car would be ready at 15:30. I could not make it to fetch my car on such short notice. Renew-It Durban Central went on to cancel my courtesy car on this date with immediate effect. I had no option but to make alternate arrangements to fetch my car.

It should come as no surprise now that the damage was still visible, even more so now. Roneel Radhakrishna indicated that they repaired the divot underneath the bonnet and no work or repair to the surface of the bonnet was done. From 28 January 2021 until 10 February 2021 this was all the work conducted on the car, and off course it was repainted twice as it failed the internal quality control standards.

I asked to speak to the Manager in charge. I explained that repairs were conducted multiple times on the car. The Manager indicated that he could see that “the car is loaded with paint”. He confirmed that the latest additional repair was done underneath the bonnet only and no further repairs were done to the surface.

The divot was grinded off and also filled with filling compound like the top had been. As a result of this there was now a hole created in the bonnet which was now filled completely with body filler. Furthermore, the paintwork on the underside of the bonnet was found to be incomplete as no clear coat was app**** to it. The floor manager indicated that the car did not come with clear coat originally from the manufacturer.

This manager then went on to state that they will take the car upstairs, strip the paint and redo the paintwork –ignoring the dents clearly visible on the bonnet. Five or six attempts later and you are still telling me you will repair the car again. This is ludicrous, unacceptable. I indicated as much and insisted on a new bonnet and rightly so.

The manager then tried to convince me take delivery of the car and promised to have a new bonnet put on. He said this is not a problem; he will repaint the damaged bonnet and use it on another car. The manager went on to further state that they would have the new bonnet painted and ready for me. I asked for this in writing as I was distrusting of their words by now. It is clear they have no work ethics and I have lost all faith and trust in them and rightly so as I was soon informed they cannot give me a new bonnet and that the assessor will be called and a request to have the bonnet replaced requested.

Did they think that by forcing me to take delivery of the car the matter will disappear.

I indicated that they previously stated that the assessor ignores them, what guarantee do I have that he will respond to them now? No guarantee was provided and I realised that conversing with them was a futile effort. After taking this up with my insurance, I was informed that the bonnet will be replaced. I asked to have a look at the new bonnet to confirm that it is in fact new. When I went in to view the new bonnet on 15 February, the floor manager/workshop manager/s, Akram and Babu could not understand why I was so pedantic about ensuring the bonnet is painted by a skilled person. I could see we were not on the same page and asked them if they were aware that my car had been repaired multiple times, each time failing their own internal quality control standards. They were shocked at this revelation.

After that, I asked to speak with Wayne Atkinson. Wayne was not available, so I called him to inform him of the various challenges encountered in respect of the repair and to notify him that work was to begin on the new bonnet that day. My fear was that the new bonnet was also going to fail their internal quality control standards, as it had on numerous occasions in the past and the new bonnet will also end up repainted multiple times and “loaded with paint”.

Wayne cut me off and told me he is aware of who I am and where they are at currently in the repair process. He also informed me that he told his team not to over react regarding the numerous repairs done on my car.

If repairing a customer’s car for six consecutive times, wanting to repair it for a seventh time and being in possession of the customer’s car for more than a month is not a cause for an over-reaction whether from the repairers perspective or mine, I don’t know what is!

During my call to Wayne, not an any point did he apologise for the traumatic experience or inconveniences cased. He did not even sound empathetic. Surely, he could hear the desperation for help in my voice, to oversee the matter and ensure no glitches were experienced.

On 18 February, I was informed that the bonnet had been painted and I should go in to have a look before it is fitted onto the car. I was cautiously enthusiastic and rightly so as it was short lived.

When there, I wanted to confirm that I was in fact being shown the new bonnet, as there was no way of identifying the new bonnet after the paintwork. I wanted to examine the old bonnet with its imperfections and be sure that it was not replaced with the new bonnet. I do not trust anyone or anything that is said to me by Durban Central Autobody. The lighting in there was not conducive to examining the bonnet original and new, and my husband asked if we could move to better lighting-he would carry the bonnet.

Before we could do this, a man approached us and chipped in to know what was going on and what is the need to have a look at the original bonnet. He said that we should trust him - if he says it’s the new bonnet, then it is the new bonnet! My husband explained to him our lack of faith and trust in them with all due respect. It was the first time we had seen this person and spoken to him so my husband asked him who he is. Wayne Atkinson then introduced himself to my husband. Why did Wayne not want us to have a look at the original bonnet – was it finally repaired again with dents and imperfections gone, to be put onto another unsuspecting owners car…perhaps it was done to show the assessor that the customer was just being difficult.

Wayne did not greet me or acknowledge me, which was shocking. He continued speaking to my husband while I tried to voice my concern with him and to finally have the opportunity in person to explain to him my version of events. I had attempted to do so in my previous telephone call to him, but he dismissed me. They had my car for 38 days surely he could allow me 5 minutes of his time to chat with him and to view the old bonnet. He refused point blank to listen to me or allow me the opportunity to speak. I felt as if I was being regarded as my place is behind my husband, and I am the inferior of the species. He stared one pointedly at my husband and continued talking to him all while I was trying to explain the events that led up to that point. I have never been more insulted and made to feel less of a human being. My husband was shocked at his behaviour, that anyone, would treat a woman so disrespectfully.

I then requested Wayne to please address me, the car belongs to me. Since 12 January, the day I left my car with them for repairs, every communication and dealings in whatever form, have been with me.

Wayne ignored me. By that, I mean he did not even look in my direction, as if I was not standing there. Please understand, my husband is just as traumatised as I am over this very very horrific experience. He also understands personally how this has affected me and to add insult to injury he was subjected to his wife being humiliated and treated as an inferior.

This has now escalated to being a gender issue. This is even worse than all the trauma until now that Renew-It Durban Central has put me through. When Wayne Atkinson finally acknowledged me, it was to tell my husband “to take control of his wife”.

At some point, a gentleman by the name of Clement Pillay who happened to be at the branch took control of the situation. He asked me to explain to him in detail what had occurred from day one and he could not believe the quality of service I had received or the way I had been treated. He was shocked that I had tolerated what had happened to me and allowed it to continue for so long, and why had I not escalated the matter sooner. I did try escalating the matter to Wayne, he dismissed me when I called him, and he dismissed me earlier in person.

Wayne later stated to my husband the repair should have been done properly the first time.