Pathetic service and unprofessionalism

We were offered 3 panel shop affiliated with Santam to take the vehicle in for inspection, we opted for the company called Renew It Umhlanga, as they were in umhlanga at our convenience. Being a business in Umhlanga you would expect “A grade” standard.

We had the vehicle assessed and pictures were taken at Renew It Umhlanga and its was a go ahead from our insurance Santam to bring in the vehicle to be sorted out at Renew It Umhlanga.

The vehicle had went in on the 12th July 2023 in which Santam had fully approved to pay for the repair / replacement of items that were damaged during the accident ..

The quote was approved by santam for : Both tail lights on the passenger side of the car Damage to the rear passenger door Damage on the bumper A new tyre as the wall of the tyre was quiet damaged (rear passenger )

We had received a call from Renew It Umhlanga on the 20th July to take on delivery of the vehicle ..

I had paid in my access and was given the keys .. it was quiet dark so i did not see anything out of the ordinary and no check point was done upon delivery and neither was i told what was done to my vehicle i was just explained the warrenty process of the light and body work and we were done ..

It was a busy week for me at work so i didn't have time to look at the work and assumed all was in order .. on the 25th of July i decided to look at my vehicle to see my tyre was not replaced?? So my husband and i had went into the boot to look for the lock nut to change the tyre and put on the spare in case of an emergency. To our surprise the entire lock nut set and audi OEM kit was missing, Further more we had a look at the light .. and it did not look new .. it looks like a second hand light that was put in the car without my knowledge .. when i contacted Renew It umhlanga i was left with ohhs and ahhhhs .. and i don't knows .. so no one up until today has told me what lights where on my car ???

No one told me that this was a second hand light .. So i decided to make my way to Renew It Umhlanga for answers to my questions .. I have now been told that my new lights are in Germany, but when i took on delivery of my vehicle .. no one had made mention to me off this ?? Then they needed to look at camera footage to view what had happen to the lock nut set and the OEM KIT, And they needed me to go to WHEEL COLLISION to access the tyre and get a letter from them to state the tyre was in poor condition even after the insurance agreed to replacing it ???

I am being inconvenienced and now contact my broker and Santam and now we have this meeting where i had met Daryl Smith the Claim relationship manager for Santam .. he does his best to explain what inconvenience i have been through and speak to Lee the operations manager for Renew It Umhlanga we spoke about what was done incorrect by their team, they apologies and we set a date that they were going to rectify all and we decide to give them a shot at correcting their mistakes.

This date was set for 3rd August 2023, which i waited and no communication was received from lee, i get a call from lee on the 10th of August 2023 advising me to bring in the vehicle on monday the 14th August today .. in which i did at 8:43am , I was advised all wrongs were going to be rectified.

Renew It Umhlanga had the car from 8:43am till 5:30pm which they had picked me up from umhlanga and brought me to my vehicle where by the Old tyre was still on the vehicle , The old light is still on the vehicle .. and was told that the new lights are on the car I have no idea what they have done with the car the whole day, I have a new set of lock nuts in a box in the car that are not from Audi, but from tiger wheel and tyre ( as i was told ) I have the new tyre in my boot aswell

Now i am expected to leave the car with them again tomorrow ..another day and further inconvenience myself.

I am so disappointed at this point .. my car is still not sorted out and i have been inconvenienced in so many ways.. Its like this team are aware of the nonsense they do as they are aware of all the problems but no one is rectifying this ..

I feel so unfortunate in this event i feel like i have been taken for a ride by Renew It Umhlanga

I want to be fully compensated for all my inconvenience i have been put through too much from this poor establishment.

@santam i have never missed a debit order and nothing has ever bounced on your side .. why am i being put through this inconvenience???

How is this business still operating ?

Senzo (service advisor) himself told me today that he goes through this everyday ? So this is a norm for this business ? They are use to unhappy customers ??

A very unhappy customer