Frustrating Experience with Renew-It Group - Randburg

I am writing to express my dissatisfaction with the service I have received from Renew-It Group in Randburg. My experience has been marred by miscommunication and inefficiencies that have caused significant inconvenience.

Firstly, I have often been told that my service advisor is unavailable when I call for updates. The online portal tracker is misleading, frequently showing my car at a different stage of repairs than what I am told over the phone.

Most recently, on January 30th, I called to follow up on the progress of my car and was informed it was in painting preparation. However, the tracker indicated it was already in the painting stage. I asked for an estimated turnaround time, explaining that I had a car hire from my insurance that was due to be returned on February 2nd after 44 days. The agent assured me they would check with the workshop and get back to me. When they did, I was told to expect my car on Monday, February 3rd or 4th.

Based on this information, I returned the insurance car hire on February 2nd. Now, on February 3rd, I am being told that the wrong parts or bumpers were received and that another delivery is expected today, which will further delay the repairs. This situation is unacceptable as I rely on my car for work and my children's school trips. I live in an area without public transport, and e-hailing services cost upwards of R400 per day.

If I had known earlier that my car would not be ready, I would have escalated the issue to my insurance to extend the car hire as an ex-gratia. I am now without a car and urgently request that a manager arrange a courtesy car for me to pick up today, February 3rd, 2025. This delay is not my fault, and I need a vehicle to fulfill my daily responsibilities.