A very disappointed client.

In all my years of dealing with car repairs, I have never had such lousy service by a service provider. My car arrived on the 7th of August for repairs from a minor accident that affected the front right headlight and bumper. On the 19th of September I was told my car had been repaired and ready for collection. On the 20th of September I went at the allocated time and found my car with alignment issues and I was not satisfied. I highlighted the issues, which Wiseman(Mechanic) said he can resolve in 15 mins. I requested to him and Charity(Renew it personnel) that he not rush the job and that I will collect it Wednesday after the long weekend. We agreed it will be ready, Wednesday 25th Sept. I arrived Wednesday and the car was not ready or aligned.

They asked me to return Thursday 26 Sept. I returned Thursday the car was still not sorted or aligned and there was now an additional issue of the Bonnet having dents. I spoke to Carmella( Branch manager) and the warehouse manager (Cory & Suren) and they promised to deliver my car to me(because I kept coming and not leaving with my vehicle). The promise was to deliver the vehicle before 12:00 Friday 27th of Sept.

Friday arrives and Ofcoz no car was delivered and no one contacted me until the first call from Suren at 15:43 informing me that my bonnet arrived late from Kia & that the paint job is complete but my car was still finishing off its 2 hour oven session.

At 16:00, I got a call from Cory apologizing and saying he isn’t comfortable releasing the car when it hasn’t had more drying time, and promised to deliver the car Monday at 10:00 sharp. I agreed.

Monday, 30 Sept, no call no contact. I get a what’s app from Charity at 12:07 saying she will advise when her second driver returns to the workshop to collect my car. I ask her to inform me when he leaves the warehouse so I can insure to be home. Since I had moved around my morning meetings again, to accommodate commitments they made and could not fulfill. She agreed. And of course just like every other time we’ve communicated, did not inform me and I was puzzled to get a call from the gate that the car was at the gate at 15:47. I quickly made my way from work to meet the driver at my gate, only to find, once again- AN INCOMPLETE VEHICLE. Which even the drivers confirmed they see the issue. By that time, I called and they couldn’t assist because the only time they take seriously is their 17:00 closing time. So as per the manager “there was nothing we can do at that time ma’am”. She then asked that I send her WhatsApp’s with images and the detailed story of my frustrations. I did that, and obviously to date no answer.

Jabulani X from Discovery insure takes up my matter( wish I involved him sooner) and they ask me to come meet with them and the director. Advised not to do so, I simply asked that I be called once a Discovery approved assessor has assessed the vehicle. I arrived and the inspection was done(with the vehicle off- as it was only the small issues on the right side of the bumper). I leave with the car, in a hurry (Friday, 4 October) and as I approach the highway, I can hear very strange sounds in my car. I call to report it and write an email once I get home. Because I was already late for another meeting after missing one already and I would’ve been damned if I allowed renew it to continuously disrespect my work schedule and commitments further. I agreed with charity that I will bring the car in on Wednesday 9 October. She agrees and they inform me they will call me closer to the time to confirm the time I can bring the car in, obviously just like everything else they say they’ll do, they did not call or confirm a time. Instead called me when I was already 5 mins away after deciding to take this matter into my own hands.

Charity calls a mechanic, as we reverse to go for a test drive he hears the very loud and obvious noise that everyone chose to ignore. And says “no need ma’am, it’s loud and clear. Let me take it to the workshop.” From 11-13:48 I wait for the car. Charity was happy to return and inform me that a diagnostic report shows that nothings wrong. I’m not car expect so I simply said (than the tests were run in the wrong place, because the NOISE is extremely loud). We then involve a mechanic named Lyle, very friendly gentleman who as we reversed said he knew were the issue was and requested time to resolve it. Lo and behold Lyle finally came to the rescue and sorted it out whilst confirming that this very strange that a car with such a disturbing noise can be released for collection by his fellow colleagues.

I am greatly disappointed in the service provided by Renew-it Sandton, and due to overhearing many other customer complaints during my plenty unsuccessful collections there- I gathered I am not the only one being given such poor service and I would never recommend it to anyone.