Poor serviceprovider

I am insured with Santam. I had an accident on Friday 18th May. Santam referred me to their preferred service provider HJ Bosch & Sons, Centurion. I opted for the salvage option & authorized HJ Bosch & Sons on 1st June & immediately paid a deposit of R20,000. Please see the entire e-mail links below as to the poor service & lack of communication I have received form Santam's service provider, HJ Bosch & Sons, Centurion Good day Mr Dodds

As discussed telephonically all parts for the vehicle has arrived, our workshop is currently busy with the vehicle we will be painting the vehicle on the 18/06/2018 and thereafter the necessary steps will follow, should all go as planned the vehicle will be ready for collection after quality check is carried out on the 21/06/2018 again this will be confirmed with you after receiving the job card from the workshop stating that the vehicle is ready for release.

Thank you

Kind regards

From: Shaun Dodds ********** Sent: 13 June 2018 01:11 PM To: Iaan Engelbrecht Cc: ********** ********** ********** ********** Subject: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

Good morning Iaan

Many thanks for the feedback but there are still a few questions: 1. I fully understand you have to pay for the parts but I have just confirmed with my bank that because it was a transfer from FNB to FNB, the deposit reflected in your bank account on the very same day, June 1st 2. I can also fully understand that Chester did not order the parts on Friday 1st June but what I cannot understand is why did he wait for Wednesday 6th June to order the parts losing 3 working days when surely they could have been ordered Monday 4th June 3. Sorry, my mistake, I received the SMS on June 5th that the car was on Step 6 & not June 6th 4. Surely I should have received an SMS on June 6th that the car was on Step 4 & not only on June 11th 5. If it was a problem as it appears to be that the car stood there, why was it not communicated to me & I would have had it removed.

I am terribly sorry but the lack of communication appears to be the problem here & I strongly feel this entire e-mail link be sent to Santam, Intergrisure & hello peter. I fully understand that feedback can only be communicated if there is information to be communicated but it appears feedback has been communicated later that the above dates & that ordering of parts was also done late when I paid the deposit at 08:52 on June 1st. The only communication I have had from Lionel was on the 2 occasions I phoned him (on June 5th & June 11th) by which on June 5th the parts had not yet been ordered, & on June 11th when I came to see him.

I would highly appreciate comment on the above.

Looking forward to hearing from you.

Kind regards

Shaun Dodds Home Loan Specialist Cell: ********** Fax: ********** Email: ********** www.capcubed.com

From: Iaan Engelbrecht ********** Sent: Wednesday, June 13, 2018 12:19 PM To: Shaun Dodds ********** Cc: ********** ********** ********** ********** ********** Subject: FW: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

Good morning Shaun.

The following I can give feedback:

1] The mail directly below was what happened while we contacted each other regarding the quote and upon the date of authorisation.

The information I gathered from the workshop is as follows:

1] After job card was done, it was given to our parts manager Chester and parts were ordered 06/06/2018 at our Ford Supplier. They request the parts from Mazda that same day. The alternative parts was also ordered. The reason why the Ford Supplier request it from Mazda is because they are not on the same premises but our supplier is Ford. We order all the Mazda products like last mentioned. 2] On the 6th of June when you received the sms that your vehicle was in step 6 is because the vehicle was in the panel beating area to strip the vehicle further and to repair whatever they could without the damaged parts that was ordered. When the workshop could not continue they give feedback to Lionel that the vehicle’s status is again step 4 because they were waiting for the parts now. That is why Lionel sent you the sms 3] I confirmed with our parts manager that there was a delay at Mazda due to parts stock taking. 4] It is possible that Lionel could have send the sms stating that the vehicle is in step 4 [waiting for parts] because I have confirmed with our parts manager that the full batch parts was delivered on 11/06/2018 at 16h10.

In general I can say that we would not keep a car here because if the car stays here we do not get paid and remember although you gave a deposit we need to pay the parts and paint upfront even if the car is still here. Further I would just like to mention that Lionel only give feedback on what information is given to him from the workshop. Also normally it takes a bit longer if there is alternative parts involved because we can get the prices but it does not mean that at the day we order it, they will have stock. Most of the time the supplier can give you a price but do not always keep you informed if they have stock or not.

We know your problem, but unfortunately we can only work when the parts are here in order to get the parts fitted, aligned and painted.

We can assure you that we will work as fast as we can to get your vehicle ready.

Thank you for your business.

Kind Regards

Iaan

Estimator HJ Bosch and Sons Centurion p: ********** f: ********** a: 1008 Kruger Avenue, Lyttelton Manor, 0157 w: www.hjbosch-sons.co.za e: **********

From: Iaan Engelbrecht ********** Sent: Tuesday, 12 June 2018 10:37 To: 'Lionel Iyer' Cc: ********** Subject: RE: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

Good day,

Just to tell what happened when I helped the client with the quote.

1] When the vehicle was driven in, I assist he client with the quote. He himself then arranged a courtesy car from his insurance that same day. He asked me the following question about how long is the car going to take? 2] My answer was as follows: We first need to see when the assessor come to assess the car, what will his decision will be – if he wants to write off the car or not. 3] Once we know what is the outcome and if it is a repairable and got authorisation, we need to find out if all the parts is available. I explained to him that we do not keep parts and we purchase parts from our suppliers. I also said to him that he must understand that we are a service provider, not a supplier. 4] He phoned me on 01/06/2018 and told me that the insurance is going to write off the car but he arranged to keep the car and he would like us to repair the vehicle. I got permission from the owner to do the touch-ups on the two doors that can be combined and included in the original quote. 5] He asked me how long and I answered him as follows: the parts order will be submitted to the suppliers as per quote once we receive a 50% deposit which he paid R 20 000.00 on 01/06/2018. Once we have that information, the right people will give feedback to him. I explained to him that our workshop manager need to look at the car first and he can tell how long the car is going to take. He will give feedback to Lionel and Lionel is our service advisor. The only thing that I told him about the time frame is that he must understand that once he got feedback of how long, he must understand it is after parts delivery. 6] The day I received the mail of the payment, I took it to the owner and he instructed me to give it to receptionist to open a job card.

Kind Regards

Iaan

Estimator HJ Bosch and Sons Centurion p: ********** f: ********** a: 1008 Kruger Avenue, Lyttelton Manor, 0157 w: www.hjbosch-sons.co.za e: **********

From: Lionel Iyer ********** Sent: Tuesday, 12 June 2018 09:26 To: ********** Subject: FW: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

From: Shaun Dodds ********** Sent: 12 June 2018 08:54 AM To: ********** ********** Cc: ********** ********** ********** Subject: FW: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

Good morning Eugene

I am terribly sorry to bother you but I have a huge dilemma & have been place in a very serious situation. Please see the link below. 1. On the 1st of June I accepted your quote – please see attached & below 2. On the same day I transferred R20,000 of my own money into your account as the insurance had not yet paid out & sent proof to Clinton – please see attached & below 3. As the insurance has written the car off, I opted for the salvage amount & have to pay in over R10,000 of my own money to have the car repaired. 4. On the 6th of June I received an SMS at 1:29pm from HJ Bosch & Sons that my car was in Step 6. 5. On the same day I phoned & spoke to Lionel & told him time was of the essence & that I only had the rental car until Friday the 15th of June. 6. Yesterday, 11th June I again phoned Lionel & came & saw him as he informed me all the parts had not yet been received. 7. When I saw Lionel yesterday, he informed me that your supplier had been busy with stock take that is why all the parts had not been received – surely no supplier can have stock take for 7 working days as no company can afford to lose business for 7 working days. 8. Yesterday, 11th June I received an SMS at 3.33pm (after I had seen Lionel) from HJ Bosch & Sons that my car was in Step 4.

Eugene, I totally accept that you rely on availability of parts but had I not spoken to & seen Lionel yesterday, it appears to me nothing would have been done to obtain the parts & would have been forgotten. Eugene, I am a commission worker so no work, no pay & as of Friday 15th June I will be without a car to get to work. Lionel was fully aware that I had limited time with the rental car from Santam.

I would highly appreciate it if you would be so kind as to investigate the above as I gave authorisation to have the car repaired 8 working days ago & desperately need the car back as I have to take it to the AA in order for them to inspect it and for the insurance to fully comprehensively insure it again as currently it is only insured for 3rd party, fire & theft.

Please Eugene, could you get back to me a.s.a.p.

Looking forward to hearing from you.

Kind regards

Shaun Dodds Home Loan Specialist Cell: ********** Fax: ********** Email: ********** www.capcubed.com

From: Shaun Dodds Sent: Friday, June 1, 2018 9:10 AM To: 'Iaan Engelbrecht' ********** ********** ********** Subject: HJ Bosch & Sons Centurion - SBJ448GP Mazda 3 Client : DODDS Claim Number : Importance: High

Good morning Iaan & Clinton

Attached please find the signed & accepted quote & proof of payment for R20,000 deposited into your banking account.

Thanking you in advance & looking forward to getting my car back.

Kind regards

Shaun Dodds Home Loan Specialist Cell: ********** Fax: ********** Email: ********** www.capcubed.com

From: Iaan Engelbrecht ********** Sent: Monday, May 21, 2018 12:50 PM To: Shaun Dodds ********** Cc: ********** Subject: HJ Bosch & Sons Centurion - DR : 2852 RO : 0 Reg : SBJ448GP Client : DODDS Claim Number :

GOOD DAY.

QUOTE AS REQUESTED.

Kind Regards

Iaan

Estimator HJ Bosch and Sons Centurion p: ********** f: ********** a: 1008 Kruger Avenue, Lyttelton Manor, 0157 w: www.hjbosch-sons.co.za e: **********

I have SMS's received from HJ Bosch & Sons Centurion on 5th June that my vehicle was on Step 6, panel beating & then on 11th June I received another SMS from HJ Bosch & Sons Centurion that I was on Step 4, ordering of parts???

As my Santam car rental expires on Sunday, I have had to extend the rental period at my own cost of R1,089-40

As a customer of Santam, I strongly feel it is their duty to resolve this matter speedily &would also like to know who will be responsible for the extra cost incurred to me for the extended rental

I left an urgent message for the workshop manager of HJ Bosch & Sons Centurion to phone me on Wednesday 13th June & to date have had no word from him. Most communication to me has been done by the gentleman, Iaan, who did the quote very professionally & adequately & the only communication I had from the client liaison Lionel, was on the occasions I contacted him & the e-mail sent yesterday from him.