UNHAPPY 25 YEAR LOYAL CLIENT WITH SANTAM AND RIDICULOUS TREATING CUSTOMER FAIRLY

Good Afternoon Santam Manager I am a valuable and loyal customer of Santam for over the past 25 years, and now I plead to you as that to refer to all the information below, and Treat your Customers Fairly, which is all I ask. Policy Number at the time of the Claim was *** – Claim 16 November 2022. I realise there is a 12 month “warranty” on the Claim and work that was done, but please hear me out and I refer to our telephone conversation of yesterday. The claim was submitted through Santam of which one of your Services Providers - PS Plumbing Services was allocated to the Claim- 1st attachment of their Business card and Owner – USHEN, of which I made personal contact with. My complaint is as follows: • I attach photos of my ORIGINAL TOILET UNIT WITH A WOODEN OAK TOILET SEAT, prior to PS Pluming Services working on the Unit, of which they had to replace the entire unit – see attachment 2 and 3 – these photos were taken in November 2022. • I specifically asked the plumbers that my OAK TOILET SEAT BE RE-FITTD ONTO THE NEW UNIT, AND THAT THEY TAKE THE RIGHT MEASUREMENTS AND SPECIFICATIONS TO DO SO! • This was NOT DONE, and the toilet unit they fitted, was MUCH BROADER AT THE BOTTOM, and a cheap “Plastic” seat was placed on the unit – see 4th attachment, as well as 5th attachment where you can see that there is very very limited space between the wall and the toilet stem. My Old unit was not the same size, in hindsight, it was much smaller and thinner. • THIS WAS POINTED OUT TO THE PLUMBERS AT THIS POINT IN TIME, AS WELL AS MY “unhappiness” that my Oak seat could not be re-fitted as requested. THIS WAS WRITTEN DOWN ON THE JOB CARD THAT PS PLUMBING ASKED ME TO SIGN AND COMPLETE IN NOVEMBER 2022. • I have personally called PS Plumbing services and I spoke to Anne in their Accounts department whom ADVISED THAT THEY CAN NOT PICK UP ON MY JOB CARD, however when I provided them with the Claim number, they could pick up on the specified Job. SEEMS SO IRONIC THAT THEY DO NOT HAVE COPY OF THE COMPLETD JOB CARD WHERE I SPECIFICALLY WROTE DOWN MY COMMENTS, with regards the toilet seat. • PS Plumbing services advised me face to face, that I would at any time be able to replace my toilet seat as this was a standard fitting – WHICH SEEMED STRANGE TO ME AS TO WHY THEN COULD THEY NOT HAVE RE-FITTED MY ORIGINAL OAK SEAT. • I do realise that more than 12 moths have passed, but recently I could finally afford a Solid Oak toilet seat, as the “PLASTIC” SEAT has scuffs and marks on due to the poor quality of the seat. On Friday, the 18th October 2024, I got a Handyman out to replace the “poor plastic toilet seat” and much to my surprise – in his exact words • “THE TOILET SEAT CANNOT BE REPLACED WTHOUT COMPLETELY REMOVING THE ENTIRE TOILET UNIT FROM THE WALL AS THE PEDESTAL IS TOO WIDE AT THE BOTTOM AND TOO NARROW AT THE TOP TO REACH THE NECESSARY ATTACHMENTS. My new toilet seat is a Standard toilet seat which is a universal fitting for all toilet units. • HE FURTHER EXPLAINED THAT THE “PREVIOUS PLUMBERS”WHOM INSERTED THE UNIT HAD FITTED THE SEAT FIRST, AND THEN “SILICONED” THE UNIT TO THE WALL, WHICH IS NOT THE CORRECT MANNER, full well knowing that I would never be able to re-fit another toilet seat without the entire unit being removed • It has been mentioned to me that 12 months have passed, however my discrepancy is not with the Toilet Unit itself, it is with THAT I CANNOT EVER NEVER REFIT A TOILET SEAT WITHOUT REMOVING THE ENTIRE UNIT FROM THE WALL AND THE FLOOR – This should not be the case. I plead with you the following – IF PS PLUMBING SERVICES can be allocated back to my address to RE-FIT MY NEW TOILET SEAT, as they fitted the toilet unit - - IF THEY CAN REPLACE THE SEAT WITHOUT REMOVING THE ENTIRE UNIT, I will bear the cost of the only the re-fitting of the toilet seat – Does this not seem fair, as they were the Plumbers that “replaced the entire unit, and CONFIRMD WITH ME FACE TO FACE, that at any time I would be able to re-fit a toilet seat. IF HOWEVER THEY CANNOT DO WHAT THEY SAID I COULD EASILY DO, AND HAVE TO REMOVE THE ENTIRE UNIT, THEN I FEEL THAT THE COST SHOULD BE ON THEIR OWN ACCOUNT, as they very well new at that point, that the seat could not be removed without removing the entire unit. They further knew that toilet seats are not normally replaced within a 2 or even 3 year period, so it would arise, after the 12 month “warranty “period had passed Tersia, please I require your humble consideration on my request above. I am not trying to put myself in a “better financial position” but rather in the same position I was in November 2022. All I require Is someone from PS PLUMBING SERVICES, or another PLUMBER THAT YOU ALLOCATE, to re-fit the seat, for me, and being able to do so without REMOVING THE ENTIRE UNIT FROM THE WALL AND THE FLOOR. I would prefer PS Plumbing Services to never be on my premises again, however, I would appreciate the challenge of them trying to re-fit a toilet seat, which they knew could never be done without removing the entire unit. Furthermore, they destroyed a valuable ornament, of which I attach a photo, and I informed them of this.

ALL I AM WANTING IS SOMEONE TO COME AND RE-FIT THE TOILET SEAT AND I WILL PAY AS LONG AS THEY DONT HAVE TO REMOVE THE ENTIRE UNIT

please HELP ME Loyal Santam Client Miss Heidi Dittrich ***