1 reviews | Active since Aug 2021
Terrible Service, After Service, and even worse Customer Care
The accident occurred on the 11th June 2021 and we were told by Santam that Renew-it Rivionia were going to handle the repairs. The vehicle was apparently ready for collection on the 27th July 2021, and when I saw it, my spare wheel was on and the new mag that was to be replaced was missing.. Car had repairs on one fender and was identical to the after pictures, even the same dirt marks. I then sent a photo report asking for items to be clarified and was told that they would rectify the items found. I was requested by Riaan Du Preez of Santam to meet on site to discuss the repairs, i arranged for this on the Friday 13th August 2021 only to find additional items not corrected. 1. The right hand side mag was still damaged and tyre was damaged, no repairs were done, when asked about this, they said they "Didnt see it". 2. A noise reduction items was apparently charged for but the model of vehicle does not take the item and was not removed from the invoice. 3. we were promised a courtesy vehicle if the car was not ready by the following week Wednesday - 18th August 2021. On wednesday the 18th August 2021 - we received a call that the vehicle was being delivered to us and that we needed to have the excess money ready. We accepted and waited for the vehicle. We then received a call stating that the driver had pulled over as the "Coolant" light came on while driving and he was going to return to the shop -Renew It Rivonia. This is of great concern as a coolant light coming on may have underlying issues for the motor, but we were promised that a rep from VW SA would be out on thursday morning and we would be notified of the repairs or inspections and if necessary give us a courtesy vehicle as this is currently affecting my business. It is now 12am on Thursday morning and they have found additional items with the car pulling to one side and are sending the vehicle in to the tiger wheel and tyre and VW has seen the vehicle. I have asked on numerous occasions for a full report of all these issues and have only had promises and nothing in return. It is now 12h24 and the last reply i received from the Renew It rivonia guys are the following: "Hi Chris, The promise of a loan vehicle was on the basis that if there were additional repairs required due to the coolant issue one would be supp****. As your vehicle has been cleared of any further repair related concerns it will be delivered back to you today. My drivers are available from 1pm onwards please advise what is suitable for you. Kind regards,"
I have still however not received any reports or confirmation in writing that my vehicle is safe to drive, but they are pushing to deliver the vehicle.
My response to the above feedback today was: "Good Day Brendhan,
Please find attached communication with Izak from Glenwood. Please also note that we will need to ensure we have communication via email for this please, I would appreciate any feedback regarding the items listed.
Thank you"
Thank you for taking the time to review us on this platform. Firstly, our apologies for poor service received ,lack of communications and not living up to your service expectations.
We treat the nature of every complaint as serious and will endeavor to resolve the matter appropriately.
We have addressed this issue with the service at Renew-IT Rivonia and they have advised that there will make arrangements with you
The Renew-IT Team, always@yourservice
Thank you for taking the time to review us on this platform. Firstly, our apologies for poor service received ,lack of communications and not living up to your service expectations.
We treat the nature of every complaint as serious and will endeavor to resolve the matter appropriately.
We have addressed this issue with the service at Renew-IT Rivonia and they have advised that there will make arrangements with you
The Renew-IT Team, always@yourservice
Thank you for the response, however i feel that companies should show due diligence in action and not in writing. This same type of response from you has been received by your manager Brendhan as well as from Riaan the Santam manager, and yet, i have had no actual confirmation in a report showing the actual condition of my vehicle, the lie of a courtesy car was now changed to be a futile offer that actually will not come to fruition. And here i sit, unable to drive to my clients due to extremely disappointing service and customer care on behalf of your management. Again, thank you for your response, but it does not fill me with very much confidence in your ability to execute " they have advised that there will make arrangements with you" in a timeous or satisfactory manner!
Thank you for the response, however i feel that companies should show due diligence in action and not in writing. This same type of response from you has been received by your manager Brendhan as well as from Riaan the Santam manager, and yet, i have had no actual confirmation in a report showing the actual condition of my vehicle, the lie of a courtesy car was now changed to be a futile offer that actually will not come to fruition. And here i sit, unable to drive to my clients due to extremely disappointing service and customer care on behalf of your management. Again, thank you for your response, but it does not fill me with very much confidence in your ability to execute " they have advised that there will make arrangements with you" in a timeous or satisfactory manner!
Trust you are well
Please note that the management is aware of you complaint and are busy attending to you complaint
Regards
Trust you are well
Please note that the management is aware of you complaint and are busy attending to you complaint
Regards
It seems that management is only Brendhan? And in this case I seem to lack confidence in him especially since he doesn't tell the truth.
Big accusations, but I have proof..
Let me explain...
1st, when the car was not ready the first time, we arranged to view the car together last Friday. The driver side mag was still damaged, when asked why this was not repaired, Brendhan said they didn't see it. And so it would be resolved by latest Wednesday..
I said OK, Wednesday is fine, but... If it isn't, I need a courtesy car. This was agreed upon.
Wednesday arrived, the car gave problems, so, it's not ready, not only because of an airlock, but also because of the car pulling to one side, so alignment issues.
When asked about the courtesy car, your manager rep**** by mail saying that the promise of the courtesy car was and I quote directly... "The promise of a loan vehicle was on the basis that if there were additional repairs required due to the coolant issue one would be supp****." does this mean you knew about the coolant issues on Friday last week? If not! This is an outright lie... What pathetic customer service indeed... I am appalled to see that Renew It accepts this kind of blatant and poor management of a customer and a complaint.
It seems that management is only Brendhan? And in this case I seem to lack confidence in him especially since he doesn't tell the truth.
Big accusations, but I have proof..
Let me explain...
1st, when the car was not ready the first time, we arranged to view the car together last Friday. The driver side mag was still damaged, when asked why this was not repaired, Brendhan said they didn't see it. And so it would be resolved by latest Wednesday..
I said OK, Wednesday is fine, but... If it isn't, I need a courtesy car. This was agreed upon.
Wednesday arrived, the car gave problems, so, it's not ready, not only because of an airlock, but also because of the car pulling to one side, so alignment issues.
When asked about the courtesy car, your manager rep**** by mail saying that the promise of the courtesy car was and I quote directly... "The promise of a loan vehicle was on the basis that if there were additional repairs required due to the coolant issue one would be supp****." does this mean you knew about the coolant issues on Friday last week? If not! This is an outright lie... What pathetic customer service indeed... I am appalled to see that Renew It accepts this kind of blatant and poor management of a customer and a complaint.