Dreadful Experience!

I am writing in connection with the appallingly bad service we received (and still are receiving) from Renew-it in Sandton.

We delivered our vehicle on 27th July. We received the quotation for additional work we requested, plastic wheel arch. We paid for the quotation and gave the go-ahead. We received a telephone call from Renew-it on August 18th, saying we could collect at 3pm. We arrived at 2.45pm and were seen at 4pm...

We were taken to the vehicle and shown that it was not ready... Gary promised that the vehicle would be delivered to us the following day. When it arrived, the wheel arch had not been replaced - the original broken arch had been stuck down with glue and the clips had not been replaced either - we had paid for a completely new plastic wheel arch. We pointed this out to the driver, as well as the fact that the gas hydraulics on the boot was not working. Gary had also promised us, as a courtesy, some touch-up paint.

Gary promised us the vehicle by Friday 21st August. When we called on Friday, we were told at that stage that they had just got the replacement plastic wheel arch from Honda..... and that the vehicle would be ready on Tuesday 25th. The driver delivered the vehicle, but the boot issue had not been repaired.

We tried telephoning Gary, and left several messages all to no avail. We then spoke to Shane, who took over the issues for us as Gary was simply ignoring us and not calling us back. Shane did do her best to sort things out for us, but it was to no avail either. We eventually spoke to Carmilla, the manager, who agreed to meet with us on Tuesday.

We had our meeting with Carmilla, Gary and a service engineer. They tried to make out that the gas hydraulics/cylinder was worn and therefore the fact that it was not working was not their fault! We recommended they watch their CCTV footage and they would see it was working perfectly when we delivered the vehicle and when we inspected it with Gary. Additionally, the vehicle is one year old! Never-the-less, the service engineer said he would sort it out. Gary undertook to come to the premises and fit them.

Two days later, we telephoned Gary to find out what was happening, and he'd forgotten about it. He told me the cylinders were still on his desk and had not been filled! He said he would get back to us…

Yesterday morning, we spoke to Gary who confirmed he would be here during the course of the day to fit the cylinder. Again at 12h30, he confirmed he would be here before 5pm.

We sent an email reminding him and copied his manager and assistant. Then we received a telephone call from Carmella, the manager, who said that Gary was not qualified to do the installation. (He was more than qualified on Tuesday when they all agreed in the meeting, he would do the installation!)

We were promised that someone qualified would be here today (28th Aug) to do the installation. A vehicle technician arrived this morning, and they were unable to fix the issue as the gas refilled cylinder shocks still could not hold the boot lid/tailgate up at all. They left…

Gary returned our call, and once again promised that he would look into it…

Never, ever again will we use any branch of Renew-it. Their service is shockingly bad and totally unacceptable.