Appalling lack of urgency in servicing clients

If I could give a zero star I would.

I am extremely unhappy, disgruntled and agitated about the service , or lack thereof from Riverside Autobody.

I initiated a claim with Momentum for a damaged bumper on the 16th of April which after the assessment, was approved by you the following day - the 17th of April as it was a “fast track claim” in the words of my insurance company Momentum.

On the same day you sent the below email to Riverside and around the 22nd of April I was called by Patience (if my memory serves me well), to say I should bring the car on the 9th of May, which would be just over 2 weeks.

I asked her why so long and she said they had a back-log and will have cleared it up by the 9th of May. She also said that the 2 weeks allowance gives them time to order parts for the car.

Indeed on the 9th I took the car in and hired a car to get around as I recently cancelled car hire on my insurance through minimising costs. I have been waiting for the car to get fixed since then, till today, day 28.

I have paid over R6000 on a hired car and filled 3 tanks of petrol at a cost of close to R2000. During this time I also lost and had to bury my little brother and have incurred huge amounts of moneys which I didn’t anticipate in May 2919.

I was told by a guy who assessed my car in Centurion in the morning of the 17th of April that this job takes a day , as soon as all the parts have been ordered and are available. Hence I went with Riverside as I work in Midrand. It’s a huge regret on my side to have taken my car there.

My car was / is damaged but drivable. I don’t understand why Riverside is sitting with my car which is waiting for parts for a Month while I incur R6000 car hire costs and on top of that I must still pay them their excess. They are very aware that I don’t have car hire with my insurance as the email (below) said so when you sent them the Authorisation, so what are they sitting there with my car for when I could have been driving it instead of hiring a car? I keep extending days for the car hire as I am clueless of the day my car will be available for me.

I paid a car instalment and car insurance to a total of R5000 for the month of May for a car that is drivable but in “storage" at Riverside.

1. On the 10th of May when I called them they said the car is being stripped. 2. On the 16th of May they sent a progress report to say the car is in the stripping department. 3. On the 21st of May they sent a progress report to say the car is currently awaiting outstanding parts.

In 2 weeks thereafter I have heard nothing from them until yesterday the 5th of June when I called to ask what is going on. I spoke to a lady called Juanita who promised to call me back and didn’t. I had to call her back this morning and she said they received the parts and waiting to fit them, which should be this afternoon, however the light is still outstanding and will probably be fitted tomorrow, although she said she can’t make any promises because sometimes the light comes only to find it’s the wrong one.

What I also do not like is that she keeps telling me she’s new and has only been there for 4 days, when I specifically asked to speak to a Manager or Supervisor yesterday, and she said she’s more than capable to handle all queries, her being new is honestly none of my business.

I am extremely upset as, because of Riverside Autobody I have thrown R13 000 down the drain in May. They will still want their R1000 excess which will now be R14000. Personally, with the funeral arrangements in the same Month of May, (which is none of their business and concern I know) I spent close to R20 000.

I am currently totally exhausted financially, can I please have my car back to take to another Repair Centre? As of tomorrow morning I have to take back this car which I’ve been driving and will have to commute using taxes, trains and buses, which I do not prefer hence I would just like to have my car back please.

I am grateful to Momentum for having handled my claim with the respect and the urgency it deserved, as I also do the same Monthly when I pay my premiums. From what I hear and have read concerning people who have had nasty experiences with claims they usually blame the panel beaters and not necessarily the Insurer.

When I drove my car to Riverside on the 9th of May I trusted that they would handle me, as a very valued client of the Insurer whom has trusted them with this kind of business, that they would handle me with the same respect and honour, sadly it has not and is still not the case.