******* and *********** staff

Kindly note that your vehicle was a non-drivable that was towed from your insurer’s assessment yard as instructed. As per normal protocol, a full checklist is carried out on all our clients’ vehicles prior to work commencing. Should there be valuables in the client’s vehicles, these items are removed and kept for safe keeping. Clients are advised that all items left behind in their vehicles are kept at their own risk and we as the repairer are not responsible for this, as with any car dealership/ repairer. The onus is on the clients to remove all valuables. With that being said, we ensure that clients belongings are marked and kept in safekeeping as a courtesy to our clients. The fact that your items are packed away in sealed packets further indicates to you that we try our level best to ensure our clients belongings are kept safely and respectfully. We have a full checklist available for your perusal as well as digital images of your vehicle when it was towed through to our premises. Access to the interior of vehicle is a requirement for the repair process and for the final clean up. I don’t think clients would appreciate being handed over a vehicle that has not been cleaned on the inside. Respectfully, you did not query if there where items removed from your vehicle neither did you advise us that there were items missing. Unfortunately at the time you fetched your vehicle, the checklist staff member that hands over valuables to the clients was busy at the time with another handover. You were however contacted to advise you that your Garmin was kept away for safe keeping. Given that this is a valuable item, I find it alarming that you had not mentioned this on your complaint. We are disappointed that you had not notified us that items were missing from your vehicle and unfairly labeled our staff without allowing us the opportunity to investigate further. We are happy to address this matter and perhaps resolve it amicably. Kindly provide us with a listing of what is missing from your vehicle. You should also further request a check-list from the tow yard and verify what belongings were in your vehicle.