Complaint Regarding Unreasonable Repair Delays – VW Tiguan 1.4L TSI

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the excessive delay and poor communication in the repair of my vehicle, a VW Tiguan 1.4L TSI (2023, White, Registration: KZ36NDGP), currently with Renew It Randburg.

On 24 July 2025, following an accident, my vehicle was transported by 1st Help on a flatbed truck to Renew It Randburg. My insurer, Pineapple Insurance, was immediately informed. A courtesy vehicle (Suzuki Swift) was provided on 27 July 2025 for 30 days. After the rental period ended, the courtesy vehicle was collected, leaving me without transport. Unfortunately, this directly impacted my employment, as I was unable to travel to work and consequently lost my job.

My insurance claim (#***) was approved on 19 August 2025, and I was informed that the vehicle had been stripped and moved to the panel-beating section. I was further advised that payment of R12,400 was made directly to Charlotte Madibana from the claims department, with proof of payment sent to her via email.

Despite the claim being approved nearly two months ago, there has been minimal progress on the repairs. I was advised that repairs typically take around 10 business days after authorisation. However, as of 15 October 2025, my vehicle remains unrepaired, and I have received little to no feedback unless I personally follow up—at my own expense. The response I usually receive is that “parts are still pending.”

This prolonged delay and lack of communication are both unreasonable and unacceptable. Given that Volkswagen has an extensive network of dealerships and parts suppliers across South Africa, I find it difficult to believe that necessary parts could not be sourced within this timeframe.

On 10 October 2025, I requested a detailed update from Renew It Randburg, but I have since received no response from the director or management explaining the continued delay.

I am extremely frustrated as I am still responsible for the monthly car repayments for a vehicle that is not in my possession. This situation has placed me under severe financial and emotional distress, and I am at risk of the vehicle being repossessed due to circumstances beyond my control.

I respectfully request MIOSA’s assistance in investigating this matter and ensuring that the repairs are completed urgently, or that appropriate remedial action is taken.

Thank you for your attention to this matter. I look forward to your prompt response.

Kind regards, Dennis Radue 📞 *** 📧 ***