Four weeks, no car, no answers from Renew-It Randburg

My insurer appointed Renew-It Randburg to repair my vehicle. Nearly four weeks in, the repair is unfinished and communication has been the real problem.

The branch line often rings and drops. My allocated service advisor has not answered or returned a single call, and my WhatsApp messages go unread — roughly 12 calls and 10 messages over the past week alone. I called the call centre three times; twice I was promised a same-day callback that never came.

My last substantive update was over a week ago: the front bumper is on backorder. I immediately asked for the supplier's ETA and what happens to the rest of the repair, and received no reply. Yesterday a different advisor told me the delay was the rear bumper, arriving Monday. When I pointed out that my car needs a front bumper, the call was ended on me.

I still don't know whether the correct part has been ordered, or when I'll get my car back. Whatever is happening in the workshop, the customer communication here is not acceptable.