SA Homeloans don't care!

What an absolute disappointment in the service received from a company that cared absolutely 0% about their clients. I had a geyser replaced through SA Homeloans Insurance in February and today the geyser started leaking. On contacting them, I received nothing but a pass the buck experience. It was explained to me that the manufacturer (Kwikot) has to go out to repair the geyser - but there is no SLA in place to ensure that Kwikot react within a given time frame. How can you operate on a system where there is no SLA to ensure that the customer is serviced within a given time frame - you replace hundreds of geysers but carry no weight with the manufacturer? This means I am left the whole day awaiting someone to get hold of me - with no joy and water pouring out my ceiling and no one seems to care about getting it fixed. Then I am told that any expenses relating to the geyser now - including if the ceiling collapses because no one wanted to take responsibility to get it fixed will be for my account. So despite the fact that I am dictated to as to which plumber to use and which geyser to install, I still have to cover the costs of SA Homeloans poor service. Surely a service provider should take responsibility for their service. If you are the service provider - get the job done for the client. Then argue among yourselves who is liable for the costs and who should pay, but the client should not have to pay the costs for your incompetence! On the counter, if we do not maintain our property well then you do not pay the claim, but when you do nothing to maintain the property, I must pay as well???? What the heck?????

So tonight my family is left without water, without a geyser, with water leaking out the ceiling and an insurance company that is sleeping well knowing that they have successfully dodged their responsibility - ONCE AGAIN!