Disgraceful service at Renew-it Randburg

On 7 June, I was in an accident with my vehicle right next to Killarney Mall, my car was then towed to the furthest Renew-it from me despite there being numerous panel beaters on the way.

I then heard nothing for nearly a week, I received a call, however I was in a meeting and sent a text to the message I received for a call back. I did not receive a call and assumed that they had contacted my insurance and sorted everything.

On the following Thursday 20 June (13 days since accident), I received a call to arrange for me to bring my car in to "book" it. To their surprise they had no idea my car had been there all this time. Later on I found out that they had recorded the cars information with the incorrect reg number. The following day I received more calls wondering where my car was. I then took it out of my own to go through to the workshop to see what was going on. I was advised no pictures had been taken and they need to find my car. I eventually spoke to a gentleman who said that they would start work right away and have my car back before I had to return the rental. I had an oversight because I did not realise 30 days would expire on the 11th of July and not the 12th. I then left as I assume before I had to return the rental would not be on the actual day.

Fast forward to the week of 8 July and no news assuming they would keep their promise, I received updates of them waiting for parts etc. I went in on the 11th as it had not even gone in to get painted yet. Kaylnne stood there like a deer in the headlights unable to provide me with answers and frankly she is a weak employee with no customer service whatsoever. I was then advised that they would "try" and have the car ready by the following day. I explained that this was not acceptable but I am not stuck in a corner, and the only time I receive answers is when I actually go into the shop. I then received a call to return my rental which would leave me without wheels, I had to make a last minute plan to get it extended by a day which still meant that this would be before the 1pm hand in date as their timeline was potentially 16:30.

The following day I was advised that they "may" have the car ready. I explained that this meant I would potentially be stuck at work (Hyde Park) if it was not and there was no way I was spending another cent to get to them as I had made 2 trips already. I decided to then go home (near Killarney). I received a call after 4pm to say my car was ready, they had no solutions for me to get there as I was not going to Uber with them "reimbursing me" by this time it was just a nightmare and I refused to compromise any further.

My husband then dropped me off on the Monday, only for me to find that they had not replaced (I assume ordered) the numberplate. I explained I am not going back there and they said they would come and fit it. I had to explain I work in a high security environment and we do not let unauthorized personnel onto the property, however they are welcome to come to my home to fit it - obviously refused this too. In the meantime my balancing/ alignment felt off which I reported immediately. Again I explained I am not wasting an additional 30 minutes in traffic because they did not complete the job properly. I complained to the individual who called to ask about my experience. Kaylnne has no respect for anyones time and she kept on telling me I cannot go to get the alignment done anywhere but at TWT in Randburg which is even FURTHER than they are and out of where I would ever drive. I called to explain to her and she put the phone down. I called requesting to speak to a manager on 31 July 2024 at approx. 08:41 to be advised that they are in a meeting until 10am... needless to say this must have been a long meeting as nobody has contacted me up to now.

The most disgraceful experience, and I have individuals close to me who also have horror stories, not sure how they are still approved by insurers.

If you have a choice stay far away.