The most frustrating and worst ever service.

I have been a loyal client of First For Women for almost 10 year, since 2015 March. I was introduced this nightmare of an auto-body shop by my insurance, in order to repair the plastic bumper on my car.

The car was dropped off on 5 August for repairs, and on 7 August after reaching out to ‘dedicated service consultant’ - Teagan, I was sent a list of the works that will be done on my car. I received SMS updates to inform me on the 5 steps repair steps. I called every second day to follow up with the dedicated service consultant as she was not calling me even after sending the sms code for a call back.

On 16 August, I called the dedicated service consultant to follow up. She indicated that all the repairs have been completed and my car is ready for collection. She even assisted and booked an uber ride for my husband to collect the car.

On his way there I got a voice note via WhatsApp from Teagan that ‘she just spoke to the assembler manager and the assembler manager fitted the last part that they were waiting for, however there are warning signs on the dashboard. The car is not actually ready for collection. So we should take a rain check for Monday, 19 August.’

When my husband got there he was made to wait for 45 minutes, as they were trying to reset the warning lights. Until he was informed that they were unable to reset the warning lights and they will take the car to the ‘brand manufacturer - agent’.

Monday, 19 August came, no update was received. I called on 20 August and the service consultant indicated that she will check with the assembler manager and revert.

All of a sudden on 20 August, I was informed via WhatsApp that ‘there is a part that was placed on back order with no E.T.A, so the assembler manager wants to speak to is about a few things’. This is a car that was ready for collection a few days ago. It turns out wrong parts were actually fitted in the car. So, I asked to be emailed as we were not available to go there.

Long story short, I have been informed the ordered is just a small part and that the car is drivable, so I can collect it and a note on the clearance will be made that this part is still outstanding, and will be contacted to come in when the ordered part arrives to fit it.

I have repeatedly indicated to both Renew-In Greenstone and First For Women that I do not wish to collect a car with incomplete repairs works, pay a full access and come back to fit the missing part. I have requested a curtesy car from the Renew-It or an extension of the rental from my insurer. I have been denied both requests as “the vehicle is completely drivable without the small plastic trim which is unseen” and also that “when it comes to parts on back order it is completely out of their hands”.

What headache and draining experience it has been. The customer service by Renew-It Greenstone is the worst ever, the staff and management are highly inconsiderate. I am even doubting their repair workmanship.

The intervention from FFW insurance leaves a lot to be desired and I don’t understand why would they associate themselves with such a brand.

All this for just a repair on the bumper only!