UNPROFESSIONAL SERVICE, REPAIR DELAYS AND DAMAGE TO MY VEHICLE

I wish to formally express my dissatisfaction with the poor service, lack of communication and unprofessional manner in which the repairs to my vehicle have been handled.

My vehicle was handed in for repairs in September, and I have since been informed that the waiting period for the parts, as indicated in the quotation, is approximately three months, meaning that the parts are only expected to arrive in December. While I understand that parts may take time to be delivered, this does not excuse the lack of communication, poor customer service and failure to keep me informed about the status of my vehicle.

What is particularly unacceptable is that my vehicle sustained hailstorm damage while in your care, yet I was only informed by my insurance company three weeks later. I find it extremely concerning that the person assigned to assist me did not proactively inform me that my vehicle had been damaged. As the owner of the vehicle, I should not have to depend on my insurance company to notify me of damage that occurred while my vehicle was entrusted to your facility.

Throughout this process, I have experienced delays in receiving feedback, poor responses to my enquiries and a general lack of urgency in communicating with me. Even if the delivery of parts is beyond your immediate control, keeping a customer informed is a basic responsibility that should not have to be repeatedly demanded.

My concern is also that my vehicle will remain at your premises for approximately three months or longer, exposing it to potential further damage while I am left without proper updates or reassurance that it is being adequately protected.

I entrusted your company with my vehicle with the expectation that it would be handled professionally and responsibly. Unfortunately, the service I have received has caused unnecessary frustration and has undermined my confidence in your ability to manage this repair process appropriately.

I expect this complaint to be escalated to management and that I receive a formal written response addressing the above concerns.

Kind regards,