rollershutterdoors.co.za

A Month of Excuses, No Communication, and No Resolution

To Whom It May Concern, I am writing to formally express my dissatisfaction with the service I have received regarding the repair and installation of my gate motor. My invoice was paid on 5 May 2026, yet as of 1 June 2026, nearly a month later, my gate motor has still not been returned, installed, or properly repaired. Throughout this entire process, I have been forced to continuously follow up for updates, with little to no communication from your staff, technician, or management. The issues I have experienced include: Repeated promises of updates that were never provided. • Numerous messages and calls that went unanswered. • Being told someone would follow up, only to receive no feedback. • Waiting at home for scheduled visits that never materialized. • Being referred between staff members, technicians, and management with nobody taking ownership of the matter. • Contradictory information regarding the repair and associated costs. • Complete lack of transparency regarding the status of my motor. What is most frustrating is that I have had to chase the company for every single update. At no point was proactive communication provided. Instead, I received repeated responses such as "I will follow up and let you know," without any actual feedback being given. Furthermore, I was initially advised that the repair would cost a maximum of R3,200 if all gears required replacement. However, the technician repaired the motor in front of me by replacing only a single gear, which raised legitimate questions regarding the final cost. There was no replacement of the chassis. The chassis was only checked and this was confirmed by the Tech when he was onsite. Despite requesting clarification, I was met with delays and a lack of accountability. The level of customer service displayed throughout this process has been unacceptable. No customer should have to wait weeks for a repair while being ignored and continually forced to request updates. Communication, honesty, and accountability are fundamental aspects of customer service, all of which have been severely lacking in this case. I am requesting immediate resolution of this matter, including: A clear update on the status of my gate motor. A confirmed installation date and time. A detailed explanation of the work completed and the charges incurred. Appropriate consideration for the excessive delays and inconvenience caused. This experience has been extremely disappointing and has left me with very little confidence in the company.