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11 Mar 2019, 06:55

Santam and JPS Panelbeater not returning my car

My car was involved in a car accident on 14th January 2019. A claim was logged with Santam (number ********** 60), and JPS Panelbeater was appointed to repair the car. From Santam, Emily Mkwa**** is in charge of my claim. I got confirmation that Santam approved the claim on 16 Jan 2019. The estimated number of days it would take to complete the repairs was 25 days. This meant that the repairs were estimated to be completed by 20 Feb 2019 latest. Today is 11 Mar 2019 (12 working days later) and I still don’t have my car back from JPS Panelbeater. I would like to note that this accident was not major by any stretch of the imagination. It is almost impossible in my mind that such damages would take this long to fix.

My heartbreaking experiences because of this delay include: On 10 Mar 2019 I had to travel to Johannesburg from Colenso (392KM) using public taxi's for a work trip. I got ****** as soon as I arrived in Johannesburg, and lost my work cellphone as a result. This is the primary trigger of this complaint. I would also like to note that I have had to pay massive amounts of cash to secure lifts from helpers, I have record of this to the value of R2,000. Also, my mother (who has a heart problem) and my grandmother (who is diabetic and has a leg problem) had to travel by public transport and then foot to the hospital for routine checkups on 01 March. My grandmother’s leg has not recovered from this even today.

I first contacted Emily about my complaint on the delay on 25/02/2019 On 07 March 2019 I asked Emily about the process that needs to be followed in the event of a delay. She mentioned that the issue would be taken up by Santam with their CRM. What is shocking is that this has not been done despite me raising the delay 8 working days prior. The panelbeater complaint, in which Santam is mentioned, has been logged with Motor Industry Ombudsman of South Africa; the case number will be supp**** on request. I do plan on terminating my contract with Santam immediately after this issue. All I need right now is for Santam to rightfully ensure that my vehicle is repaired and returned to me as quickly as possible.

Note: Under the reference number for this Hello Peter review, I entered the claim number for the claim in question.

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Replies (15)
Santam
Santam's reply11 Mar 2019, 07:54
Official
Good morning Sizwe,

Thank you for your post above. We are truly sorry to hear about this bad experience, the inconvenience and frustration this has caused you.

We will immediately investigate the delays in respect of the repairs as well as the lack of feedback and urgency on this this claim.

We will revert back within 2 working days.

Thank you and kind regards.
Stephan Olivier
Client care media manager
's update12 Mar 2019, 13:16
Reviewer Update
UPDATE: Emily called me yesterday 11 March 2019. She mentioned that the panelbeater said the car would be ready today. Today 12 March 2019, the panelbeater calls me and tells me that due to some delays, the car will be ready tomorrow. Today 12 March 2019 12:05 I tried to call Emily. The phone was picked up by Katlego. He mentioned that Emily was not available and he offered to help. He then mentioned that the last note on my claim was made yesterday, and the note said the car was expected today. So at this point, I have been without my car for close to 2 months. My grandmother's health has suffered because of this delay. I have been ****** in Johannesburg because of this delay. I have lost my work cellphone because of the *******. Yet neither the panelbeater nor Santam knows what exactly are these delays and whats being done to fix them. And YES, I still do not have my car back and have no estimated date whatsoever, on top of not know what are these delays. Today it was 12:05 and still Emily/Santam had NOT checked on my car to find out if its ready as promised. All meanwhile my family suffers, while I pay my Santam premiums in full without a single missed payment. This is SHOCKING. I have requested (to Katlego) that, by the end of today, Emily ensures that she gives me feedback on: 1. Is the car ready as promised? 2. If not, what is the delay, and what is being done to address it? I will share what unfolds later today.
Santam
Santam's reply12 Mar 2019, 13:39
Official
Dear Sizwe,

Thank you for the updated post.
We do understand your frustration and sincerely apologise for the delays incurred on this claim.

Our CRM (Customer Relationship Manager) is attending to this matter as we speak and have we requested their urgent feedback to you.

Kind regards
Stephan Olivier
Client care media manager 
's update12 Mar 2019, 14:03
Reviewer Update
Please be considerate that these delays have persisted for a long time and I have suffered dearly because of this. Thus, please provide proper feedback and not just "there were delays, car will be ready tomorrow". This is what I have been told for over 2 weeks now and Emily herself would testify to this. I am being given the same old story with no sign of completion. So please ensure that you give me proper feedback: what are the reasons for the delays; what is being done to address the delay. This is the LEAST Santam can do given my suffering due to their awful service. The lack of urgency from Santam is really shocking and unbelievable given my reported experiences. Its like they don't care at all. Really begs the question why is Santam so reputable in SA if they give such awful inconsiderate service. A friendly suggestion to Santam: go back and review other customer's experience on JPS Panelbeater from Ladysmith KZN. This panelbeater is notorious for the experience I am having with them. Many other people told me similar stories way before the repairs were started. You may want to consider this next time you appoint JPS Panelbeater to repair a client's vehicle; because their bad service automatically makes Santam look bad. I myself cannot wait to terminate my contract with Santam.
Santam
Santam's reply12 Mar 2019, 14:29
Official
Dear Sizwe,

We will be doing that and providing you with a detailed response on the reasons for delays.

Our priority now is to get your vehicle completed and delivered to you.
Once again our sincere apologies.

Kind regards
Stephan Olivier
Client care media manager
's update12 Mar 2019, 21:07
Reviewer Update
UPDATE: Today I received absolutely NO call from Emily, Santam or the panelbeater. Nobody bothered to give me any feedback on proceedings today. I didnt even demand the car itself, just requested some feedback. And you guys fail to make a single phone call to me to give me feedback? Really? This is how much Santam cares about their customer. The real sad thing about this is I continue suffering and keep on suffering while this does not impact Santam or the panelbeater in any way. At the end, I still pay my premiums in full. I will still pay the required excess. The panelbeater gets their payment as while. This is probably why you guys continue to treat me like nothing. I do not think worse service than this even exists.
's update13 Mar 2019, 13:55
Reviewer Update
UPDATE: I am happy with proceedings today. First thing in the morning, the CRM from Santam called me. He demonstrated urgency, acknowledgement of the issues and commitment to getting it sorted ASAP. Even though this is long overdue, it was wonderful to finally get good proper service. He also mentioned that he would come to engage with the panelbeater face to face in order to speed up the process. This is highly appreciated. I also received an email from Client Care Manager Stephan. I was happy about the email; it detailed an honest timeline of what has happened thus far. In the email, Stephan acknowledged the issues that have been reported and apologized. Stephan also detailed the consequences of the bad service from the repairer and the assigned CSC. Both Stephan and the CRM assured me that the vehicle would be ready tomorrow. The CRM even mentioned that he would also do another quality check before the vehicle is handed to me. I deeply appreciate the good service I have received today. I am a happy Santam customer today, and I cannot wait to have my car back so that I'll be even happier.
Santam
Santam's reply13 Mar 2019, 14:25
Official
Dear Sizwe,

Thank you very much for your update above.
Yes we are truly happy that we could have been of assistance and that this matter is drawing to a closure.

Once again our sincere apologies and thank you for your patience throughout.

Kind regards
Stephan Olivier
Client care media manager
's update26 Mar 2019, 10:31
Reviewer Update
UPDATE : I didn't think I'd have to come to HelloPeter AGAIN for this issue to be sorted. I did get my car back. But couple of days later the hooter stopped working and a bad sound was coming from the right front wheel area. We did a test drive with JPS Panelbeater at around 14:30 on 25 March. JPS advised that the hooter and weird sound needed to be looked at by VW Autohaus. We went to VW on 25 March. They initially said we needed to make a booking for Friday 29 March, but JPS Panelbeater called VW and arranged that I go to VW this morning (26 March). When I got to VW, they now say that the current issues aren't related to their repairs, and JPS must fix it. Meanwhile JPS is again not giving me timely feedback, instead Keveshan from JPS stopped answering my calls this morning, and I ended up sms'ing him. So I'm being given a runaround regarding who will fix my car, with no end in sight. Its shocking that we are back at square one again. I have another trip to Cape Town this Sunday, and it seems like again I will be exposed to the horror of the previous trip. I trusted that Santam would ensure that I, as a supposed "valued client", would not go through this again. Yet, I'm going through the same bad experience in a space of a couple of days.
Santam
Santam's reply26 Mar 2019, 10:50
Official
Good day,

This need to be brought under the attention of the assessor and CRM to take up with the repairer if it is indeed accident related or not.

Kind regards
Stephan Olivier
Client care media manager
's update26 Mar 2019, 11:10
Reviewer Update
Hello Stephan I have contacted Jacque (the CRM) on Friday and today. Jacque is the one who facilitated the arrangements for me to meet Keveshan on 25 March. Today, Jacque advised that he would contact JPS. Afterwards, I received an sms from Keveshan at 10:00 saying he would call VW. That's the last I heard. Keep in mind that, yesterday me and JPS did the test drive by 14:30 and I was advised to bring my car to VW. This morning I ensured that the car was at VW by 08:30. It is now 11:00. Between 25 March 14:30 and 26 March 11:00, no meaningful progress has been made. The point is, I am a customer of Santam. Santam debits me every month. Santam appointed JPS to repair my car, and your appointee has failed dismally in doing so. Then the question is, since I am YOUR customer, what are you as Santam doing about this? It is your responsibility to make sure that my car is repaired properly and timely. In that regard, Santam has failed in fulfilling their responsibility. Please react with the necessary urgency.
's update26 Mar 2019, 11:17
Reviewer Update
Hello Stephan Please also note that I clearly stated that the issues were the hooter not working and weird sound from the right front wheel area. It is well known that the hooter was part of the recent repairs that were done. It's also well known that the accident impact was on the right front wheel area of the car, which clearly means that the sound is related to these repairs. If Santam plans to go back and do assessments when everything is crystal clear, then please be timely in your action. I need to go to Cape Town this Sunday.
Santam
Santam's reply26 Mar 2019, 11:28
Official
Good day sir,

I have been in contact with Jacques and he is attending to this matter.

Kind regards.
Stephan Olivier
Client care media manager
's update28 Mar 2019, 19:01
Reviewer Update
UPDATE: Yesterday I was asked to bring my car to VW first thing in the morning. I ensured that the car was there by 08:30. For the whole day, the car wasn't fixed. Furthermore, VW could not release my car. By the end of the day, my parents were stranded in town and had to take a public taxi back home because the car wasn't available. Today, I heard no word from Jacque until 12pm when I had to call him. He hadn't bothered to update me given my family experiences from yesterday. The most absurd thing is that Jacque stated that he has to get more info to decide if issue is normal wear and tear. I got the car on 13 March. By 19 March (5 days later) I had notified Jacque of the hooter and sound from the accident area. You guys fixed my car, handed it to me. 5 days later I tell you there are sounds coming from the repair area, you still go back to decide whether its wear and tear. And this takes you days. How much more suffering do I have to go through at the hands of Santam?? I am not happy with Jacque and his lack of urgency between Monday and today. I'm frustrated at the lack of feedback from him. I'm frustrated at Santam for dragging this on when its crystal clear: the repairs were not done correctly. Now my family is suffering AGAIN because of Santam. After the whole 2 month ordeal I've already gone through. I've been renting transport from friends for the last 2 months because of Santam and these delays. I'm now back to this life again and it seems only a HelloPeter complaint gets Santam to actually do their work. I'm now begging Santam to please consider my suffering. Please do your work and do it timely. Please show care for your customer who has never missed a single payment. I've fully paid the excess too.
's update29 Mar 2019, 12:02
Reviewer Update
UPDATE: Santam's horrible service is of the highest order, and keeps getting worse. Have to resort to HelloPeter once again in order to just get some feedback. The whole day today, I have not received any feedback on proceedings from anyone. Santam, a reputable company in SA, fails to just communicate and give me feedback. The last I heard from Jacque is yesterday at around 12:15. I have no clue what has happened since 12:15 yesterday. I am without a car as it is being kept at VW and cannot be released. I have not missed a single Santam payment, I paid the excess for this accident immediately when I collected the car, yet I am not being treated like an actual customer. What else am I supposed to do in order to get the right treatment from Santam and get my car back?? I need my car for Sunday and you dont seem to understand that or just dont care. I am paying all these installments to Santam and for my vehicle finance. But I have been living a life of someone without a car, since 14 January 2019, because of Santam. I have been using public taxi. I have had to rent transport from friends and relatives. I have been ****** and lost a phone. My parents have been stranded and had to use public transport. I have missed various business opportunities this week because I could not travel. All because of Santam, and there's no end in sight to this whole ordeal since NOBODY is talking to me about this. Thank you Santam.